Chipotle Mexican Grill — Restaurant in Danbury

Its very rare when I post a bad review but this was highly warranted. Last night I made a mobile order for a pick up time that was 1 hour away from the order time from the Chipotle on 81 Newtown Rd in Danbury CT. This left the staff plenty of time to prepare my order so I can pick it up with no issues.

When I got there, my order wasn't ready. After arriving home with my food, I realized as I began to pass out dishes to my family that we were given the wrong order. The bag had my stapled receipt but the food inside belonged to a Tamara J ( so sorry if you never got your food last night, this is why).

Annoyed, I got back into my car and drove back to Chipotle. Along the way, I called the restaurant 8 times to try to get this rectified. NOT ONCE did ANYONE answer the phone. It was 9:30pm and I wanted to catch them before they closed, considering I spent over $50 on a meal I hadn't even received.

When I got to Chipotle, a staff member asked me how he can help. I told him he can get me my food as I had not received my order. A female staff member, went to where they store already made orders and picked up a bag of food that had no ticket attached to it. What makes matters worse, this is the SAME staff member that gave me the wrong food at the Drive Thru about 30 minutes about when I initially arrived. Her excuse was that the bag had the wrong ticket stapled to it. SHE STAPLED THE RECEIPT TO THE BAG AT THE DRIVE THRU!

Here is my Point: YOU KNEW that I left with the wrong food and NEVER called me to rectify it. YOU WAITED to see if I would come back to the store to pick up my correct order. My Food was READY, it was placed in the wrong area and mislabeled because Staff was not paying attention. What angers me most, is the lack of customer service. I made an online order, so you have ALL my personal contact information. You COULD HAVE CALLED ME BACK TO THE STORE INITIALLY! It would have been a simple U-Turn and I could have avoided the rest of the headache.

Lastly, I doublechecked my order before I left and my order was missing Guac. I went to a staff member and informed her of the missing items. To which she replied " Oh, we were out of Guac when you ordered but we made more so I will give you some now". Here is my Secondary Point: Again, if you were out of Guac when I ordered then you should have called me to inform me. If I hadn't checked my order before I left the second time, then no one would have told me that I was missing an item due to lack of inventory.

The lack of management this Chipotle has is astounding. Quite literally, I have never seen anyone so unmotivated to work and provide good service in this industry. Please understand that people are paying money for this, and you need to put yourself in your customers shoes. How would you feel if you went through all of that?

A few more Complaints & Tips: Please stop over salting your chips. They go stale too quickly Provide proper customer service training to your staff. Also teach them how to communicate with their patrons. The Chipotlane was created with the intention of providing ease of access for patrons but if some one cannot properly handle the Drive through, then clearly better training is required here. ALL of my problems with Chipotle have occurred due to Mobile Order. What should be Convenient is NOT because Staff is not properly paying attention, nor are they communicating should something be wrong/ out of stock. Prime Example: In April, I submitted a mobile order for the Quesadilla for pick up through Chipotlane. I was not informed until I got there that the restaurant was OUT OF CHEESE.....CHEESE! Clearly one of the most needed ingredients in a Quesadilla.

Initially I was excited about this location, because I thought since it was bigger than the one in the Mall, less mess ups would happen. I was wrong. I would like someone from upper management to...

I put an order in at 6: 30, for 7pm. When I arrived at 6:55, my food wasn't ready, so I hopped in line. I waited 20 minutes in line, and when I finally got to the front of the line (where you typically start an order) I was told that I needed to wait, and that my food would be ready in about 15 to 20 minutes and that I needed to wait my turn because the drive-thru and people behind me needed to be helped. Well, I needed to be helped as well, seeing as my meal was now nearing 30 minutes late.

Typically the customers who are in your face, should be helped first, not brushed off to the side.

Once I received my food, around 7:40pm, 40 mins late, I went home to feed my girlfriend and I. Once I arrived home, I opened the package, and the burritos and bowls that I had ordered were incorrect. I had paid for extra protein, and extra toppings, but recieved normal amounts. The burrito seemed like it was half full, and the bowl was not as expected. I was missing the fresh tomato salsa, and fajita veggies, from both meals, and I am highly disappointed. I will not be returning to this Chipotle, and I would much rather drive 10 minutes to the one in the Danbury fair mall. I don't mind waiting a couple minutes, but I do mind paying for food that I do not receive because employees do not want to have to refill and restock their station.

I will be calling in the morning to ask for a refund, or some kind of rectification. Very disappointed.

I go to Chipotle once or twice a week, and this is the third time that I have been extremely dissatisfied with this specific location. I am not one to go in right negative reviews, I typically brag about how good certain places are and just stay away from others, but the fact that I have never once gotten a solid meal or been satisfied with the customer service, It's very disheartening. I have worked in the food industry for 7:00 or 8:00 years now, and I understand the stress and pressure and heat that goes on in kitchens. But this is just extremely underwhelming and frustrating. Not only did I waste my time, I also wasted money, and feel like I have been jipped.

I gladly would have gone back into the restaurant and mentioned these issues with the manager, but seeing how long it took me to receive my food and stuff like that, I figure that writing a review and contacting the manager in the morning is the best course of action. I am very busy, and do not wish to continuously waste my time or...

We walked in around 8:50pm to loud and inappropriate music playing from the kitchen area. Our food server was kind and was not the issue. The young lady who was charging for the food had such a HUGE attitude. Once our bowls were served she immediately said the dining area is closed so you have to take it to go. I normally prefer Moes over Chipotle and most of it is because they have more options and better tasting food but another reason is because the workers are always so friendly and you can walk in 10 minutes before they close and they will allow you to eat in the dining area so I was surprised the dining area was closed an hour before closing but that's not even the main issue I had here. I asked her if I can get a side of queso because I did not see it where the rest of the food was because they were cleaning and preparing to close but when I asked her she rolled her eyes and told me I have to ask the guy that had just served me. Meanwhile, he had a huge line and was serving other people. But I walked over, apologized and asked him for a side and he said no worries and gave me the queso. I then asked the young lady if I can get drinks and chips with the bowls.. we ordered 3 bowls total. She again rolled her eyes and stomped over to put gloves on to put chips in 1 bag and throw it on the counter, she then went to grab more cups from the back and threw those on the counter as well. I looked at her and said "oh I'm sorry I wanted chips for all the bowls", she stared at me and said "well how many bags do you need", I told her "2 more bags please".. again, she stomped over to put the gloves on, rolling her eyes to put chips in a bag. We finally paid and went to get our drinks, only to see almost every fountain choice was out of syrup. I don't think I've ever had such a terrible experience in a Chipotle before. I definitely will NOT...