Chipotle Mexican Grill — Restaurant in Durham

Everytime I come here it's something. This place has the worst customer service ever. I mean quite literally, every time. But I will just write about my last experience.

Chipotle has updated their app. They removed the"special instructions" options. So we ordered our food and decided to call with the special instructions.

A woman answers the phone,my wife gives her the special instructions and the woman tells her to hang on. We start heading up there and we are left on hold for the entire duration of the car ride. 17 minutes later as we are parking to walk in the restaurant, someone hangs up the phone. My wife immediately hits redial and calls back. The same woman answers,my wife asks for a manager. Now we are on hold again.This Chipotle is located in the mall,so as we are walking in,we are once again left on hold for the duration.

We get in,I tell the woman, online order for Danny. She grabs my order and then I ask for the manager. She shouts in the back for a manager and about 20 seconds later, wouldn't you know it,the manager comes to the phone. I say we are here,you can just come up front to speak to us.

The manager comes up front,not looking a bit of professional at all. I ask if he's the manager and he says yes. As I'm explaining what happened, I'm getting an attitude not only from him but from who I assume answered the phone as well. I assume this because she comes at me with her hand up in the air and a condescending attitude with a defense about the phone. She tears my bag in which my food was in because I am requesting them to remake it. The manager claims they have a line out the door,but nobody is in line and maybe 8 people are sitting down eating.

As a manger I would think you'd take full responsibility and hold you and your staff accountable,but there was no empathy or order in this place. You would think when that employee came at me that he would of told her to get back to work while I speak with this customer. But that's not the case,in fact,I do not get the sense that he will do or say anything to them about this. It felt more like us against you and I have their back over yours no matter what experience you had,hence why there was a display of disorder when that employee came towards me with out the manager asking her to back down. I might add that there was no offer of compensation...

went there Friday at like 1:10 to get 2 burritos. I asked for a side of queso and a side of red sauce. So I’m getting run up and the guy at the register is like are the payments together or separate. I’m like one is cash one is card please. so he does the cash one first and he’s like “ sorry we don’t have any change” so he goes over to the manager and he’s like can I get ones she’s like we don’t have ones she didn’t even go to look she just said get the change off the coin dispenser . So my change was $6 and I’m like I don’t want coins so I can just do Apple Pay for both transactions so I won’t have all these quarters. So he’s like well I already started on it . I’m like ok cool , another girl comes in and she gives him one’s im like do u mind if I get ones please. He goes okay give me a second he goes to the same manager and says can you please open the register she’s like for what he’s like for her change she’s like there’s no ones he’s like yes there is somebody just got ones for the register she’s like well you already have the quarters in your hands so just give her the quarters he’s like well she doesn’t want the quarters she’s like well unless she’s doing another cash transaction there’s nothing I can do. I’m like girl I’ve worked at a restaurant before if you’re a manager I know you can open the register w a key card or a finger print so I’m like mmm ok.. so then she proceeds to tell him to hurry up and check me out because she needs to get everyone out the store I’m like well if you would’ve got ones like he asked you in the first place there wouldn’t be a problem .. then I was in line for like 10 minutes because the cashier was recounting the quarters over and over and on top of that they didn’t know how to take the quarters out the dispenser .. her attitude pissed me off so badly & the way she was talking to ole boy at the register pissed me off too cause he’s clearly asking for help and you’re not even going to try to help him ..? & on top of that he didn’t ring me up for the side of queso so when I told him it was my side of queso he’s like well u didn’t pay for me OK TF RING ME UP? Got bozos w no brains working there like you have had to be annoying and stupid as hell for me to even write a bad review cause what do I look like writing...

They could not care less about you. If you order pickup, forget it. I had a pickup at 12:10. My order was ready 30 minutes later. They blamed another customer when they forgot to make my order. I was there before pickup time so I waited patiently and I know my order never came out. When I told them about it, they took the opportunity to train someone. Unfortunately, that person could not be trained... and handed me a wadded up bag with a half-covered folded burrito.

I had to beg for my food and it was clearly made by people who don't care at all... like, it's a new, post-post-covid low here. This location has been going downhill for a while. If you expect even less than your normal lowered expectations, it'll be fine.

There was no communication available from the employees. They just don't care. They speak in grunts and whispers... they are bothered by your presence. So the idea of an apology is lost on them. I certainly didn't get one.. or any responses to my questions.. I got a poorly made bowl and a destroyed half-wrapped burrito. I felt I should be thankful that I got to have the lunch I bought.

Oh, and I had already given a tip on the online order... sheesh.

Corporate customer service responded to me about this incident and said they'd give me a credit for a free bag of chips and guacamole if I ordered within 30 days. (I don't like chips or guac.. the corporate rep couldn't be bothered to look at my order history.) Also, they'll forward my info to the manager.. the same manager that walked by me and went to lunch during peak time.

Good...