Chipotle Mexican Grill — Restaurant in Decatur

Ordered online Decatur Illinois. When I arrived they left me waiting at the drive up window for 20 MINUTES. This has to be the worst managed Chipotle’s I’ve ever been to. Every time I’ve gone inside, the dining room is so filthy I can’t sit down and eat there with my little girl. So I started ordering online and picking up at the drive-through. Today 5-21-24 was the worst experience. A foreign girl, I think she might be Indian with a strong accent asked for my name. I told her and then she said do you mind waiting a few minutes. She left and never came back. She went over and started working serving food for dine in. There was an elderly man working right there also. I watched them the whole time. They left me sitting there for 20 minutes! Finally, the elderly man came to the window and tried to hand me someone else’s food. Turns out my food was sitting there ready and waiting the whole time! The girl never checked, neither did he. The elderly man was a little rude when I said she left me waiting 20 minutes, he snapped I apologize and just turned around and walked away. My food was cold by then. Isn’t there a manager on duty and why don’t they train their people for heaven’s sake....

The food at this location is always delicious. There are a couple different things that could use improvement which is why only 4 stars. There are a couple of employees that aren’t always the most sanitary at times. This isn’t something that happens all the time, but nevertheless a quick glance and they usually correct the behavior immediately. As someone who has ordered using the mobile app and through DoorDash sometimes it takes the store awhile to get the orders prepared. I had to wait over twenty minutes to get my mobile order the other day. They were making a bunch of orders and when I walked in they said your order is next. 20 minutes later when I asked about the order it was handed to me. So it had been made but the people making it just put it to the side instead of giving it to me. It wasn’t as if I moved or left the store I was standing in front of the counter directly behind the person making the orders.

Other than that I haven’t had any other issues...

Unbelievable experience. Mobile app has a Chipotlane option which is basically a drive thru. I choose that thinking that will be quicker. Get in line for the drive thru, line is unbelievably slow. Almost get out of lane but car ahead moves... Still slow but at least movement. After 20 minutes get to the window to get order and get ignored by the Chipotle team for 5 minutes. No attempt to open window. No attempt to make eye contact.. nothing.... The line was only moving as people got tired of being ignored at the drive thru that the mobile app told them to use and the workers didn't care enough to put a sign up or spend 2 seconds to tell the customers to come in. Worst chipotle service I've ever had. Order was accurate once I went inside and received it and the smoked brisket was good. I know covid has created staff shortages but this I have no explanation for. Fix the system, train the staff, and put signs up. Does Chipotle...