Chipotle Mexican Grill — Restaurant in City of Yonkers

Extremely Unprofessional Experience – July 24, 2025

I’m writing to share a deeply disappointing experience my girlfriend and I had at your Chipotle location on the morning of July 24, 2025. As someone who has worked in retail since 2015, I’ve never encountered such a lack of professionalism, urgency, or basic customer service as I did during this visit.

My girlfriend and I placed a mobile order via the Chipotle app at 10:25 AM after our gym session, knowing the store opens at 10:45 AM. We planned accordingly, arriving at the front door just before opening time. However, when 10:45 arrived, the doors remained locked. One employee was visible inside, casually using her phone with no urgency or acknowledgment of waiting customers. Other guests were also standing outside, confused, especially seeing people already inside via what appeared to be a back entrance. After several knocks, someone finally unlocked the door.

Upon entering at 11:04am, we found a line of customers waiting with no clear indication of service beginning soon. We overheard a staff member telling a guest, “We are not taking cash right now.” The guest asked if card was accepted, only to be ignored. Multiple employees stood around silently, making no effort to communicate with waiting customers. Frustrations escalated as it became clear no one was in control or informed. Eventually, the same employee who said they couldn’t take cash pulled out a cash drawer after further complaints, contradicting her earlier claim and showing no coordination with the rest of the staff. Notably, we observed the POS system was working fine from where we were standing.

When a guest requested a manager, he arrived and displayed zero urgency or concern, despite rising tension and customer dissatisfaction. Adding to the unprofessionalism, he had someone visibly waiting for a job interview—an odd and concerning display given the chaos unfolding.

By approximately 11:15 AM, our order was finally marked ready. When we approached the counter, the cashier asked my girlfriend if she had a pickup order. She confirmed, providing her name, but the employee ignored her. The order was clearly visible in the back, and another team member could have handed it over—but again, poor communication delayed the process another five minutes. When we finally received our food, parts of our order were incorrect.

To the store owner or whoever is responsible for staffing this location: this team reflects incredibly poorly on your brand. There was no communication, no leadership, and no sense of urgency from any employee present. If you want this store to operate efficiently and retain customers, a serious reevaluation of the staff and management...

Worst chipotle experience to date, the food on the hot table was cold, had to change our plan on eating it there and went next door to the hotel we were staying at to heat it up before eating it, not that eating there was an option considering there were no high chairs at this location. They were out of queso which, being from Texas, was the ONLY reason we had decided on chipotle. To make this an even worse chipotle experience the $3.00 beverage my wife purchased thinking we would eat it there was limited to sodas only as all their specialty juices which are options at all other chipotle’s were entirely empty, they didn’t look as though they had been used for months. They didn’t tell anybody this until we were at the register, which was untimely seeing as we had planned on getting an order of chips and queso for our daughter, upon unveiling the lack of queso, which is largely promoted as in the middle of their menu board, we decided to order a kids cheese quesadilla, for our daughter. The lady working the register was rude enough to explain how orders such as that had to be made at the beginning of the line(which at the time only included 1 person behind us in line), so I returned to the end of the line to order my daughter’s quesadilla, the lady at the register was appearantly so rushed to get us out of their nonexistent line that she went ahead and closed out our tab and went and ordered the quesadilla for us anyways even though I had already adhered to her unreasonable demands seeing as how this whole process came to be from THEM not having queso to begin with, and upon her relaying the order she had already charged my wife for she relays the WRONG ORDER, she ordered her a chicken quesadilla literally seconds after my wife had ordered cheese only, not a big deal to most but my daughter is vegan, so now there was no lunch for her whatsoever. At $30 for a takeout meal for 2.5 this place is an egregious rip off and is THE MOST poorly managed chipotle I have ever eaten at, and is why when I’m at my home state which has dozens of better alternatives I almost never choose chipotle. Don’t worry owners this review will be posted across all review boards I’m a member of to warn them of your terrible store, if your reading this and want a reasonable Mexican food option in Yonkers I recommend tacos de poblano right next...

Today march 23 worst experience ever. I had one of the worst experiences today. when you visit chipolte. There was so much bad treatment that I received from the supposed supervisor. That it was a shame to think that Chipotle deserves me to invest my money and time. I made two different orders, one online and the other in the store. When I paid I told the cashier who’s was the manager that she charged me for a extra order. to avoid any problem I simply pay the amount. Because of his filthy attitude and with such arrogance that I knew that if I didn't act with education and sanity, things would get worse. When I ask for my order on line, which was a quesadilla, they only gave me the condiments. when I say that I did received the quesadilla instead of a apology The dirty attitude did not go away, I never heard an apology or the attempt to help me, then they wanted to give me the quesadilla that they had forgotten to put on, already cold. It's really a shame to know that a company that I love their food so much doesn't train their employees on what customer service is. and that they have such unethical staff that they do not know how to respect their clients. In the end, the answer was don't come back, you don't have to buy here and the truth is that it is very sad and the worst thing that my family, my two little girls and husband, witnessed such an unpleasant moment. Everything took place at 8:55pm. The supervisor who was the cashier as well is a African American young women about 5”2 ft. I could not see her eyes color because of her long eyelashes. Again never her and apologies and ask for help never hear a polite or decent word out her mouth and lastly the line girl was lovely and so of the security. Today you guy...