Chipotle Mexican Grill — Restaurant in Delaware

Ordered a burrito for my daughter using the app.... seemed safe and efficient. The app gave us a 7:45 pick up time. Wonderful. We arrived at the store at 7:43 as I have a thing for promptness. I stood in a store with 25-30 people (during COVID) as we all waited patiently for our food. At 7:58 I went to the counter to ask when this single burrito my daughter just HAD to have might be done. The girl at the register was very honest and said "oh, it's gonna be a while." I said ok, I just wanted to see if I had time to run over to the grocery store and asked if I should cancel my order. The young lady said she wasn't able to cancel my order but.. in this moment a man that I can only assume was the manager, stepped in and said it will be ready around 8. Dude.... it's 7:58 hmmmm I step out to my car to tell my daughter since I didn't take my phone with me. While in the car I tried the customer service on the app.... gee no one was available, go figure. I went to their Facebook page and apparently this is happening everywhere. Next I was interested in whether Chipotle was corporate or franchise because it was feeling like a poorly run franchised taco bell. guess what..... it's corporate.... they're all corporate. No wonder their online customer service isnt available. They know they're letting all of us down with this awful service. So I sat in the car with my daughter till 8:11. I mean we're waiting for her burrito, she can eat it slightly cold right? So I walk back to the store and the doors are locked. I tried one door, then I tried the other door. Then I thought maybe I didn't pull hard enough so I tried both doors again with no success. Finally another patron let me in. I hung around until there were 4 of us left. We applauded as some people received their meals, suggested that others complete an application..... good times. At 8:38, they brought out the last of the bags and we were able to depart. I cannot believe I just spent an hour in Chipotle waiting for a $6 burrito that ended up having burned chicken in it, especially after my daughter stood in the same store the week before and waited 30 minutes. Goos grief. I normally wouldn't take to putting my experience here as I'm all about giving good feedback. Since you cannot reach customer service... and I saw another lady say she's been trying to contact them for 2 weeks, I assumed this was the best place to share my underwhelming experience. Perhaps they should change their app to tell you to sit in your car and we'll tell you when your food is ready.... again... pandemic.... stop the spread. Great Clips can do it perhaps your IT people can call their IT people and get some advice on fixing the app. Do something because the customer service was lousy, the lack of online support was lousy, the wait was lousy. I'm...

Updated review. This is the Chipotle I order from the most. I wrote a review one year ago and am updating based on today's experience. One year ago I gave it 5 stars. Today 2 stars.

Friday night during COVID-19 restrictions. We ordered carryout through the app. We selected a 6:30 pick up time. I was handed my food at 6:53.

They had someone there for crowd control, to count and limit the number of people in the restaurant. There was roughly 10 other people waiting on carry out orders- everyone was in the same position. Their orders were had far exceed the promised pick up time. One person I spoke to had been there for 40 minutes. And since you ordered online you are stuck. There is no way to cancel your order or get a refund. They have your money and you'll just have to wait.

The restaurant was poorly managed. While there was roughly 10 people waiting for over due carry out orders the main food line was fully staffed with very few customers. There were several points where the main food line was standing idle just twiddling their thumbs. After several minutes they began working on carryout orders.

If you plan to order from this chipotle- know that they will accept more orders than they can deliver. So plan ahead and order the pick up time for about 30 minutes before you actually want the food. Or better yet order in person- I would have been out within 5 minutes if I had ordered in person.

Note- this is not the first time I have had this issue with the food readiness time far exceeding the promised time.

About one year ago I ate here and left the review below:

What is there to say about Chipotle that would be helpful to folks? Chipotle is now ubiquitous in the American food scene. If you want to know about their menu or what the food taste like skip this review.

What I judge a chipotle on is their staff- did they mess up my order or go light on the ingredients? Were they friendly? How long is the line?

After many visits here I can say I have been happy with this one. The line is reasonably. My order is right. Portion size seems right. This is the chipotle I compare...

I’m not much for writing negative reviews but I feel at this point I have to say something and HOPE someone improves this location. I go to Chipotle approximately 7-10 times per month and have been to this location about 5-7 times total. I would say at this point I’ve only had 1 decent experience. Today I ordered online and picked my food up only to get home and find my burrito was barely wrapped so about 1/3 of the inside came out. That’s always a pleasant experience. Beyond that they consistently never have food ready during the expected time, but ultimately the biggest complaint I have is I always see 5 or more employees in back doing something (I’m sure it’s not cooking or else orders would be ready on time more consistently) yet no one up front for customers. Since the app doesn’t allow to ask for the bottled sauce I find myself waiting 5-10 minutes for someone to acknowledge me right there next to the register waiting. Today 3 of us were patiently waiting for someone to acknowledge us and 2 employees either walked right by us or looked up from back and continued with their day. One lady just simply needed a fork! I’m sure these are all great people that work there, but having been to Chipotle as much as I have they obviously lack any leadership to do their jobs effectively. If they need help on how to be better I’m sure the new location on Sunbury Rd or by Polaris Mall management staff would be happy to stop by to help retrain them.

Update: Just posted this and happened to notice all the other recent reviews. It appears this is becoming a problem location....