Chipotle Mexican Grill — Restaurant in Closter

Dear Chipotle Customer Relations,

I am writing to file a very serious complaint regarding the unacceptable and unprofessional behavior of the store manager at your Closter, NJ branch on October 8, around 6:30 PM.

I was dining in the restaurant with my two young children (ages 7 and 2). While eating, I placed a separate online order for chips and guacamole because my son wanted more, and I could not leave the table unattended. A few minutes later, I went to the front to check on the order. The manager told me that online orders have to wait, even though there was no one else in line and three employees were available. I returned to my table but checked again shortly after, and the manager said the order was still not ready. I politely asked if one of them could simply hand me the guacamole since I was already in the store, with no line and two children waiting at the table.

Instead of helping, the manager insisted I had to wait for the online order to be “packed,” showing no common sense or flexibility, especially considering I was physically in the restaurant.

What happened next was absolutely unacceptable. Both the manager and the cashier began laughing at me in a mocking way. When I asked the manager for her name so that I could report her behavior, she flat-out refused and said, “No, I’m not giving you my name.” I told her it was her responsibility to identify herself when a customer requests it, but she kept refusing — laughing together with the cashier, almost as if they were trying to humiliate me intentionally.

Then, when my 2-year-old accidentally dropped her cup on the floor, I simply asked for a replacement cup. The manager said “No, because you are rude.” When I asked the cashier for a new cup, she held it out and said “Say please.” I was stunned.

When I reached to take it, she snatched it back out of my hand. I was left speechless — as a mother, as a customer, and as someone who has never experienced such blatant disrespect in any restaurant.

This was not “bad service”; this was bullying and humiliation from employees representing your brand.

To make matters worse, this is not the first time I’ve had an issue with this same manager. About a month ago, she overcharged me nearly $10 for a kids’ quesadilla meal by claiming that adding chicken was an “extra $5,” which was completely incorrect. This shows a clear pattern of incompetence and disregard for Chipotle’s policies and customers.

That evening, while my children were watching everything unfold, I felt completely powerless and disrespected. No mother should ever be treated like that in front of her children — in any restaurant, let alone a major company...

If I could give 0 stars I would. Rude manager, inconsistent quantity of food ESPECIALLY for online orders...dirty store (tables are never clean) I could go on.

I placed a catering order online and went to pick up on the scheduled date and time. I arrived at the restaurant and the food was not ready. When I inquired at the register, they had no clue about my order but also said that they were busy and short staffed and could not help me right away. After waiting a few minutes, I saw the manager and when I asked again about my catering order and the time it would take (had already been waiting about 20 minutes at this point), the manager of this location decided that instead of walking over to address me and apologize for the delay, it would be best to scream at me from across the restaurant, in front of the entire restaurant. He screamed, "We're busy, can't you see. Then just cancel your order, you want me to cancel it for you." Now, if this order had been for anything else other than my child's birthday party, I would have cancelled it then and there. His behavior, tone and demeanor were completely uncalled for.

I am not an unreasonable person. If he had spoken to me politely and told me that there was a delay due to being short staffed and to expect the food within a certain amount of time, that would have been satisfactory. Instead, I was offered no apology for the delayed order, got screamed at from across the restaurant and overall pickup was nearly 40 minutes delayed. If staffing and ensuring catering orders are not ready on time is an issue then this location should not offer any catering options period. Note my order was for 10 people not 100 and placed 4 days ahead of time.

I would not even bother to address this if not for the fact that I have had MANY issues with this manager and this location. In general, at the Closter location, food quantity is subpar and inconsistent especially when ordering online. The orders are often wrong. Now I know they are almost always wrong and missing an item, so I make sure to check before I leave. But when I check and inquire about missing items in my order I am told they have run out of chips (and not offered any replacement) or whatever item it is and also treated extremely rudely. It happens all the time. I would avoid this restaurant entirely if I could. It is mindblowing the difference when I visit other locations in...

No, I’m done. I’m fed up. I have been to so many chipotle’s. I will drive 15 minutes in the opposite direction before I go here again. It’s really upsetting rarely leaving ratings or reviews. Between missing items, poor timing, hairs and stale chips, this is the 5th, and last, problem I’ll have with them. It just goes to show the amount of trust I’ve put in them for my meal in a nutshell.

The bowl wasn’t closed properly, the oils and juice dripped out, ripped the bag and exploded all over my car. I didn’t even making out of the parking lot. No, I was not going back inside to complain. Not because there’s oil and juice all over my cloths and car, but because I’m tired of constantly being disappointed by this location. Shut this place down. “Why didn’t you make sure the bowl was sealed?” It’s not my job nor should it be. Regardless, if it’s $5/hr or $75/ hr I don’t understand what the problem is with just the showing up to work and doing a good job? There’s no urgency, attention to detail or desire from any of the employee I’ve ever come across there? All of them are laughing, giggling, having a great time behind the counter and not paying attention to anything happening in front of them and then have an attitude when you asked them for a little more than some underserved portions, which isn’t even the problem anymore because we’re SO far beyond that. There is ZERO work etiquette or professionalism from any one I’ve talked to that works there. It does not matter how old they are, whether if they are a teen or in their 20s, the attitude they work with is as if they don’t want to be there. Show up and ready to work. It irks my soul as customer at this point because it’s ruining the quality of customer experience of trying to get food. I’ve already went to the website and filed complaints; It’s been the same problems for YEARS almost since they first opened up in the plaza and NOTHING has been done. The tortilla on the side I paid for was also stale and cold. Sad.

Just another a really sorry experience at the Closter...