Chipotle Mexican Grill — Restaurant in Dubuque

I've probably come to this restaurant 30-40 times in the past year, usually made mobile orders. Without fail I'm left waiting 10-20 minutes after showing up on time. I tried everything, ordering at a less busy hour, showing up 10-20 minutes late. The mobile order machine is right across from the register and no one seems to notice it until they wonder why I'm standing there. Not once did I voice a complaint, but I eventually stopped tipping in advance. I don't enjoy doing this, and I don't go out of my way in this manner for free food.

Yesterday I had given up for months only to come back for the same experience and the smallest burrito I'd ever seen by the time I got home. This is not worth the money I'm paying, and that's nothing to speak of the corporate greed price hike on the horizon. I'm not even sure if I should blame the employees over the company. They seem hit or miss but some appear to really care. There's a tall white guy that may or may not be in a manager position looking like he's trying to save a sinking ship. That one deserves a medal. Take one look on Reddit and you'll find an endless sea of employees and customers alike throwing Chipotle under the bus. Some employees seem to be begging the internet to stop placing mobile orders. Common phrasing seems to be "skeleton crew."

Chipotle's website and automated assistant (Pepper) acts as a barrier between customers and resolution. It's sad to see the corporate response to all these google reviews sending customers there. I tried telling Pepper my order was late and it responded by saying it was received on time, which was an absolute lie. I eventually got a hold of a number to call and voiced my complaints concerning my experiences and was told I'd receive a free entree. I woke up to find a free fountain drink for redemption on my account. When I called about this, it was the same person I had spoken to claiming they said otherwise. (Is there one person working the phone?) I don't know what to say here, I don't normally use the word entree and I didn't imagine it. She tried to compensate the conversation by changing the drink to some chips.

One free entree wouldn't have made me feel better anyway. I don't like being lied to about when to show up. I don't like being lied to about the order being picked up on time. I don't like being lied to about rewards. Overall this company is capsizing and it's showing in a multitude of ways. My heart does go out to any of the employees at this or other locations struggling with whatever happened to this chain. (Never take it out on the person at the register.) It's ridiculous the amount of times I've acted on good faith, though. Can't say I've ever called a fast food company; first time...

Dubuque location is disgustingly dirty . Floors and tables a mess. Garbage running over. Coke, Coke Zero , Diet Coke and Root Beer syrup all empty at soda station. The chicken in my bowl was not fully cooked so I threw it away and left hungry. They had NO quacamole and said it was because they were "short staffed this morning and would not have guacamole today. " Really? Isn't your guacamole your sales feature un your ads and commercials? The serving stations were just disgusting. Food everywhere and strung across all the serving containers. Many items empty and did not look fresh. The four guys working looked stressed, rushed and 2 of them acted as if they didn't know what to do. This was at 1 pm Saturday May10th 2025. Totally not prepared for lunch rush. This place really gives Chipolte a bad look. Oh, and the guy cooking at the meat grill looked annoyed and disgusted. He kept hiking up his jeans that were falling down and pacing back and forth like a caged lion. Seems as though the franchise owner needs to make some surprise visits to this location and perhaps review their hiring practices. I've visited this location 4 times, hoping I just caught them on a bad day. I like Chipolte food but just can't handle the unsanitary conditions at this location. I...

I placed a pickup order and it said it would be ready at 8:50, i was waiting inside your store until 930 before they finished my food, i essentially waited 40+ mins for a pickup that was suppose to be ready in ten. I work in food service so i understand being busy but they had just finished their rush so there was no reason he shouldnt have been at least trying to make our food. On top of all this, the guy who was supposed to be preparing it was leaning on the counter and just walking around ignoring our food. When other people came in he rushed and handed them their food. This is unacceptable for a place of business. Oh and not to mention the multiple things that were missing from our kids meals, I had to open each one and tell who I presume to be the manager that it was missing half the stuff. He did make it right and gave me the missing ingredients so I appreciate that. Otherwise this store is a...