Chipotle Mexican Grill — Restaurant in Cincinnati

I ordered food through their mobile app at 12:10pm, and it said it would be ready at 12:30pm. I get there at 12:45pm, and there's no food on the ready shelf. I let them know I have a pickup order, they say it's not ready yet. Other people are coming in, and they're handing them their completed orders. I ask them why they're not using the to go order shelf, they tell me people come in and steal the food... it could be someone who's hungry and can't afford to eat... What do they do with orders that aren't picked up? My guess is they just chuck it in the trash... like this company should be. Why do they still have a shelf there if they don't use it? They could use lock boxes to protect the paid for orders? All while an ex-employee is extremely aggravated that they just terminated, which I'm guessing was from unjust causes... they act like they don't know who he is, "who cares, right? The police are on the way..." Why would they fire someone during lunchtime? Why would they not have security ready to escort the ex employee from the premises? Why did they not have a manager there? They can't even get their orders done on time. Then some guy who works there comes out from the back and tries to escalate the situation with an irritated, paying customer who didn't get their food done on time, because they caused a situation, themselves, and now they're taking it out on their paying customers? He even told the customer to go order from somewhere else.

This was the first time I picked up food here... never again.

P.S. I checked out some of the other reviews... these employees are working to put food in their mouths, maybe even people's mouths they care about... and a roof over their head. They seem to not be able to take instruction from a paying customer and execute it correctly. Dafuq? They even ask for a tip on top of it...

P.S.S I'm not able to select the feedback link provided in the comment... I manually went there and submitted the info... now I have to talk to a chatbot, which aaks me for the same info I already...

Updated Review 10/23/2024: Don't go to this location.

We placed an order on the app. It was picked up by someone else within minutes of it being placed, twenty minutes before the scheduled pickup time. The insinuation from the staff was that we were trying to steal extra food by picking it up twice.

They also stated that our chipotle account "must have been hacked" because they knew our name and that we had an order. This is silly for two reasons. First, the account password was recently changed, so it's highly unlikely that it was compromised that quickly. Second, even if it were compromised, the person that got access would need to be refreshing our account just waiting for an order to come through. AND they'd need to live in proximity to the restaurant to intercept the food.

The manager couldn't be bothered to come out to discuss the issue. They had the cashier write down the 800 number for us to call corporate to argue for a refund. If you're a restaurant and you give the wrong customer the food, that's not the ordering customer's fault.

Luckily the man making the mobile orders came over and made things right.

If you work for a business and you believe the customer is stealing from you, you should immediately call the police. And if you're the manager in a store and something like this happens, talk to the customer and make it right (or call the police if you truly believe theft is occurring). Don't force your front line workers to resolve the issue. Show an ounce of leadership.

Old Review (2016): Standard Chipotle, which is...

Chipotle is great and I love the food but this location is TERRIBLE!! I feel bad for the people that order pick up because most of the time you can go through the line faster than your pickup order is ready. Most of the time the pickup orders wait for 20+ minutes past the scheduled time. This includes delivery services through doordash and such. (I drive for DD sometimes and often order through them so I know both sides of it). And if you go in person... Good luck, because they randomly will put up signs stating they're only accepting online orders... Which gets you an even longer wait time.

I knowwww they're short staffed during the pandemic but I won't allow that excuse to validate their poor service, or the wait times (bc it wasn't always like this). I've literally watched the staff just chit chatting or joking around while people in the lobby are waiting for orders up to an hour late. There is clearly no management that cares. I've seen one worker (that seemed maybe management) yell at a cashier for answering questions from the 30 people in the lobby waiting. (And during the pandemic, don't touch anything... They don't sanitize anything in the store bc they simply don't have time bc they're so behind on orders!) I've emailed corporate and they never responded. I'm not a Karen but I'm a former restaurant manager and know poor service and staffing when I see it.

Overall, I get cravings constantly and I order it, but I always know to expect a wait or that I'll get cold food with delivery or pick up. Just...