Chipotle Mexican Grill — Restaurant in Dover

I wish there was a negative stars category for this branch. I have unfortunately experienced the worst customer experience of any restaurant in my 30 years in Dover, NH - and it’s disappointing that it had be at a Chipotle, an establishment that we frequent.

We were hosting friends this evening and I placed an online order at 5.30 PM on June 02, scheduled to be picked up at 7.40 PM. We arrived at the Dover NH location at 7.45 PM. Not finding our order on the To Go rack, we waited about 10 minutes before I asked the staff about my order. A visibly irritated employee, who we later found out is the “General Manager” told me that he cannot find my order. When I showed him my email confirmation with a confirmation number for an order for $120, which had already been paid for online, he just said “call 1800-Chipotl” for a refund. I asked well, I can do that but how about our food? He asked me when I placed the order. I told him it was at 5.30 PM - and he responds with “well, that’s why” - with the condescending presumption that I should know what in he was talking about.

He then tells me that their systems were down for a couple of hours this afternoon and they did not receive any orders. I told him I empathize but I didn’t receive any notification and wouldn’t have known that. I would have hoped from a customer service point of view - for a large order - he would apologize for the inconvenience (even though it’s NOT their fault) - and would have attempted to rectify the situation. I would have expected him to review my order and help his staff in preparing the order that was now 30 minutes late.

To our horror, he tells me that if I need our food, I need to get in line and reorder my entire order off the line. He says that he skipped lunch, grabs a burrito, and proceeds to sit on the first seat by the cashier and starts eating. I asked him how about the fact that I’ve already paid 120 bucks - and all he says was “call customer service for a refund, you’ll have to pay for your order here.”

So I get back in line, while my friend Rich calls customer service. When they ask to speak with the store manager for confirmation, he is visibly annoyed and asks my friend why he needs to talk to anyone - when it was Chipotle customer service seeking confirmation that their store system was down. I go through the line when they’re running out of food. We end up with about a third of the usual amount of food in each meal and since they’re now rushed with unplanned work, the food is hastily and sloppily prepared - which I ultimately paid 240 bucks - double for. Even Chipotle customer service - which assures a refund will be issued in 2-3 days - does nothing to ameliorate the situation.

We maintained our calm, kindness, and composure. We did not receive any service, no regrets, no apologies as we walked past the manager- who was still eating - as left. This is disgraceful and an affront to the Chipotle brand. You should be ashamed of yourselves. I am mortified by your...

This is not the first time that I’ve been to a Chipotle in Dover New Hampshire and had a bad experience. When I arrived on September 4, 2023 there was trash all outside at their outside seating area.

Trash barrels were overflowing. Walked inside and found Four or five workers behind the counter with sections of the counter blocked off with chairs and tables, trash all over the restaurant overflowing trash barrels.

I went to place my order and was told that I could not place an order in person and that it had to be done online. I exited the store and as instructed placed an order on line. The online order was received and I was notified by Uber Eats who handles their online ordering, that my food will be ready in 10 minutes.

Walked back in 10 minutes later and the food was ready and bagged up. The clerks look like they couldn’t be bothered with anything and pointed to a large shelf that had multiple bags of food on it. I found my name And took it. Go outside to my vehicle open the bag and I see that I am missing the bag of chips that I had also ordered.

My burrito is opened not wrapped up in the foil and loosely laying at the bottom of the bag. I go back inside to ask them About the chips and again the clerks look like they were being bothered for me pointing out that they did not complete my order properly.

They hand me a bag of prepackaged chips and I am on my way. When I leave I see that they now put out signs hand written on the door saying they are not accepting any walk in orders. After opening up the bag when I got home and I look at the burrito it is half wrapped and eventually when I try to eat it it literally has three or four pieces of chicken in it is missing sour cream and a couple other things.

The experience of going to chipotle is that you get to see people in person make your food and it is fresh. This store is constantly running with very little staff and constantly having the staff decide on whether or not they’re going to take in person orders. The restaurant is disgusting And the staff don’t look like they care to even be there.

Fast forward to today and I try to reach out to chipotle through their online texting and after 10 minutes of speaking to a chat bot I am put through to a live agent. I download my receipts, the photos of the restaurant, and my complaint and I get booted out and asked if I want to chat again. I do this chat five more times before I give up.

Chipotle is a great restaurant but I highly advise not going to the one in Dover New Hampshire. Lack of staffing is not a valid reason to have a restaurant that looks unsanitary and cannot provide a service. If you do not have the staff and you cannot provide the service with the limited amount of staff that you have you...

Absolute. Trash.

Truly, this experience has turned me off of Chipotle, probably forever at this point. The last time I went I made excuses in my head because I understand at the end of the day, it’s just fast food. But after my most recent visit, I feel like the people who run this place need to make big changes or just shut it down. The amount of money they charge does not justify the terrible end user experience most of the people (based on the other reviews) face daily while dining here.

Starting with the location, it’s a dump. In a literal sense. Trash all over, the outside dining area and sidewalk. It’s an eyesore, and a stain on the community. I can only assume their general manager doesn’t bother checking the place out because they are hiding in shame.

Upon entering the establishment, you are greeted with even more trash. Filthy tables, trash pouring out of the bin, dirty aluminum burrito bowl baskets littering every flat surface in the place. And unfortunately, this mess extends to the area where they are prepping food. Literally junk and trash all over behind the counter, filmy surfaces and a staff of employees who look like they’d rather be anywhere else but there.

There is zero management presence there. Yea there might be somebody with a manager title, but the only thing they’re managing is their social media accounts on their phone if the place looks like that. The warzone of a food prep area leads you to the mobile order pickup area. They have shelves for you to pick up your order, but instead these unmanaged employees keep all of the orders behind the counter, presumably to keep them from being stolen. Instead they pile every single bag on top of each other on the shelf above the sloppy food prep area amongst discarded receipts sticker backings and cross contaminated stainless steel. When I arrived to pick up my order, the employee had to smoosh through 6 or 7 bags up top to grab mine, which he grabbed by the actual burritos (not the top) in what can only be described as a Vulcan death grip. I was thoughtlessly handed the bag, and when I thanked him he just gave me a fluoridated stare and walked off.

When I got home, I was horrified at the contents of the bag. The insides of both burritos had ruptured into the bag. Wrapped with half a piece of foil each, not nearly enough to keep the wraps from touching all the cross contaminated surfaces. I dumped the $37 dollar order into my trash and went to Taco Bell.

All in all, this is the single worst fast food dining experience of my life. I’d rather eat sand than go back to that bombed out dumpster of...