Chipotle Mexican Grill — Restaurant in Durham

Defintely don't order online! And probably don't order in person....

I ordered at 445 for a 510 pickup. I got there at 510 and no orders on the online pick up rack. I waited until 525 and no orders were placed on the online orders rack for anyone, and I didn't see anyone come in and out to the register that looked like an online order pick up, but the one thing I DID see was an ever longer growing queue of people waiting to pick up online orders. Also, by this time I could have just waited in line and fulfilled an order.

I went to the register to ask about the order status, and the flustered cashier had no idea; the stack of tickets he went to look at at the end of the counter was at least 7-10 online orders, and the lady behind me chimed in and said she was still waiting on her 5pm order.

I told him to cancel my order, so he took the ticket and wrote refund on it and placed it to the side and then just stood there. I asked for something official for me to have for my records, and he looked at me like I had three heads. I told him I wanted this just in case in a few days it still had not been refunded to me. He said the manager was busy fulfilling orders. So I asked him to write down the manager's name and number in case they didn't refund it in a few days.

Super sad to see a business run this way. My first tip-off should have been the large sign on the door that said that they were hiring and starting at $11 an hour. I mean $11 an hour? In 2021? No one is going to come in and want to work for that so either that sign is horrendously out of date and they are too lazy to take it down or it is horrendously out of touch.

So I walked next door and went to Panera where the wait was short and my food was ready about 7 minutes after I ordered it and...

If I could give a zero I would…This place has really gone downhill recently…I’ve come in and been told to “wait a minute” while all the really young employees are yucking it up and socializing and then today I went in today and got 3 tacos but there was no cheese to put on them because “they were out” and no guacamole because “they were out” even though the trays they were in were still sitting there…if you’re out of certain things put a sign on the doors so customers know before they go inside or post it on your website…don’t wait until they’re half way through the order to tell them. And again today I was told just to wait a minute before I paid for my food while some guy who was training someone decided to show them where the shelf was for online orders…and was charged FULL PRICE for tacos with no cheese and no guacamole because they were out…DISCOUNT THE FOOD if you’re out!!! Don’t charge full price for things that should go on a taco that you should have and should have ordered in advance. I’ve worked in the service industry for half of my adult life and would never treat customers the way I’ve been treated the last 3 times I’ve come in. Hire people who don’t act like they’re doing you a favor to serve you…when this place first opened it was top notch. Not anymore! I will be driving farther now to get my food because I’m tired of being treated this way. Owner and franchise if you value your restaurant make sure your employees value the patrons that walk...

This Chipotle makes me fearful of ever owning or managing a franchise (though I know Chipotle locations are corporately owned/operated) because it can be hard to find good employees… and I feel that is the case for this particular location. The staff working the line were too focused on their disagreements to provide good customer service, and as the customer, it was very awkward to feel their tension and listen to them exchange words and profanities. Because of this, they also did not want to work as a team and were not helping one another with the orders they were preparing, including mine. Overall, my food is okay, but this Chipotle location is significantly lacking in comparison to the many other locations I’ve visited over the years. The corn salsa especially has been such a let down. I’ve visited this location twice in the past five days, and both times the corn salsa has hardly had any onion, jalapeño or poblanos. They didn’t have any brown rice prepared. There were no forks available, only spoons. The line was also quite dirty and so was the floor. Overall, it was just a mess.

Please note that I am not mad or disgruntled customer by any means. I’m simply writing this because I feel corporate and upper level management need to hear it. As someone who worked in retail for several years through undergraduate and graduate school, I would have never behaved the way these employees did or let my workspace be such a mess. If I did, I would’ve been fired, and...