Chipotle Mexican Grill — Restaurant in East Hempfield Township

UPDATED dont place pickup orders. Much faster to go to store and wait in line. I placed an order at 3:42 pm. Order said pickup at 4pm. I arrived at 4:02..no one except 1 pickup person is in store besides staff. My order wasnt ready or started. Then 3 customers walk in and all are in and out before my meal is prepared. It is now 4:16 and I just left the store. Owner has no care in the world of how this place is run. The food counters are disgusting and messy

I used to order delivery here 2 times a week once the Corona virus thing happened. For 3 months everything was fine until last week. I ordered my food, but when it arrived it was the wrong order. I called to try and get the correct order, but no one would answer the phone. Finally after spam calling, someone answered the phone and I explained what happened. The person on the other end of the line said, "oh I'm sorry we will issue you a refund, what's your name?" Gave him my name and he assured me he would issue a refund. I hung up and began to think how easy that was. He didn't even ask for my order #. My card # or anything. Just for my first name... So I wait 24h . Nothing. After 36h i decide i am going to drive to the location and see what the deal is. Upon arrival I am informed that they dont issue refund but they can replace me order right then and there. I there for tacos, but instead of complaining I accepted and went home with some tacos. Fast fwd to tonight. The first time ordering delivery since I went to the store. Ordered 2 meals . This time they come loaded with onions and peppers and beans. (Stuff I didn't ask for or want on my tacos). Sadly I don't think it was a mistake this time. I think someone got a laugh. I didn't bother to call and complain, for fear or worse happening, I just will no longer be eating here. I recommend if you do eat here doing...

Having relocated to the Lancaster area for work, I was thrilled to find a Chipotle within a reasonable driving distance of my office. Unfortunately, my excitement was misplaced. In regards to the food, there were no issues. My order was made quickly and correctly and everything tasted fresh when I stopped in, at around 11:40 am. This visit was several weeks ago, and was in the midst of the fast-changing CDC guidelines for masking. I had entered the store without a mask, because I am fully vaccinated, and had not yet been informed of the CDC's guidance for vaccinated individuals to wear masks once again. I did notice the sign on the door requesting masks for individuals who live in areas with a high frequency of positive COVID cases, but again, this was several weeks ago, before Lancaster county's numbers had started to rise again. After going through the process of placing my order, I was rather rudely informed by the crew member that I would need to wear a mask in order to be served in the future. I am appreciative that they were willing to give me the grace of not having a mask during that visit, but their tone and attitude was frankly un-warranted. My irritation was further exacerbated by the fact that several of the other staff were not wearing their masks correctly, be it with their noses hanging over the top or pulled down under their chin. I don't mind masking for the common good, and to reiterate, I'm very thankful that I was allowed to continue my order during that visit, but I simply can't abide the hypocrisy of rudely telling customers "No mask, no service" when their own staff can't properly follow mask guidelines. Needless to say, I haven't been back since and I don't plan...

At Chipotle, you expect decent service and decent food. Nothing exceptional, just decent. This wasn't.

I placed an order online, and drove ~15 minutes to pick it up. When I got there all the pickup orders were behind the counter. It took a few minutes for one of the many employees to notice me, and when they did I told them my name, and they handed me an order.

I drove 15 minutes back home, and discovered that the order I was given wasn't mine at all, it even had someone else's name on it. So I drove back, no big deal. When I got there the employees again took a while to notice me, when I explained they were not apologetic at all. They handed me my order which was now cold, and they put the order I had picked up previously back at the pickup station presumably to give to the next person.

When I got home we opened the chips and guac that we had ordered and found that the chips were beyond stale. It was like they had opened a bag of chips a week ago and they had been sitting open on the counter ever since. Inedible, so we threw them away.

1/ It's not hard to not serve extremely stale chips. Never serve stale chips. 2/ It's not acceptable to put an order that a customer has taken home back into rotation to go home with another customer. 3/ If you make a mistake apologize, maybe even offer a coupon for a discount on the next order.

We won't be going back to...