Chipotle Mexican Grill — Restaurant in Englewood

Placed an order for delivery through the chipotle app. Food arrives and immediately upon pulling the burrito bowl out of the bag knew something was wrong due to the lack of weight. Opened up and saw that instead of a steak burrito bowl with rice, beans and 5 additional topping it was just a bowl of rice, lettuce, and cheese. Called my delivery gal and told her I think you grabbed the wrong order, she couldn't do anything since it showed completed on her system. Try calling over to the store to make sure my correct order would be there upon my arrival and just got stuck going around and around with the stupid automated calling system. Gave up and drove down to the store, first off the place was slammed. Line wrapping around the inside of the building and a mass of people gathered around the register also waiting for pick ups. Only one person was trying to make orders for those in the line while 3 others stood back and just talked, another person was doing the pick up orders and another young lady was stuck trying to manage the register and deal with the mobile waiters. I stood near the register with everyone else waiting for the chance to get the girls attention to bring up my order issue and was stuck waiting 15-20 minutes. In that time the poor girl had to keep stopping to help bag chips (why the 3 talkers couldn't do that who knows) plus I watched 4 different people come up and interrupt her just to get a fork. Finally was able to talk with the young lady and explained what happened only to go around and around with that my order was placed through their own app to this store be told no what you got that's your order, they may have just mismade it. I'm sorry but if you mismade it with so much wrong than it isn't my order. They did find the ticket and remade it real quick but in the 30 minutes I was there only 4 people got actually through the line and no one showed a care to just try and get through the rush or help one another. I've been eating chipotle for 10+ years and when I was younger it was a great place to go and due to how far the location was from the house at the time was always a treat for the family. But in the last couple years I've watched it just get worse. I've had so many issues with my order if I do a mobile order to the point my supervisor wouldn't allow me to mobile order for lunch unless I physically went into the store to see it put together. Multiple times I've placed orders for pick up, be given my bag like nothing was wrong and get home to find out they didn't have my meat and subbed it for whatever they wanted vs flagging it and asking me what I want to do upon arrival (grounds for legal issues if it was someone with allergies, dietary or religious exceptions). And heaven forbid your order is so messed up you tell them you don't want it and just to refund it. You can't go through the store for that, you have to go through the customer service...

I will not be back to this location again. Awful customer service from one of the managers. Horribly organized crew moving slow as snails. I placed an order for pick up at 1 pm and arrived about 10 after 1 to see a line out the door and several other customers clearly frustrated and waiting for pick up orders. I proceeded to wait for over 30 minutes and then finally asked a young lady, who claimed to be a manager, how much longer I would have to wait. She informed me they were running 20 minutes behind, lie #1 because it was already 1:40 and my pick up time was 1 pm. I informed her that the people who had just checked out, who hadn’t placed a pick up order but waited in the line, received their food before me and were already on their way out the door and she just kinda shrugged that off. Then hit me with lie #2 that they were making online orders between every costumer in line. This was absolutely not happening I watched them take person after person’s order in the line while completely neglecting the large stack of online order receipts. People don’t set a pick up order anywhere because they have an additional 40 minutes to wait for their food. The whole purpose is to skip the line and paying ahead for the food should put the order at a higher priority than the rest, period. They obviously need some serious help at this location with getting their priorities straight and moving a little quicker. I usually don’t leave reviews like this as a person who has worked in high paced food service and knowing how hard it is sometimes but the manager I spoke to was extremely rude and off putting. Even if you don’t like what you’re doing, when you’re messing with someone’s time and money you better just do it with a smile on your face. I ended up having to leave without my food because I could no longer wait or honestly handle further conversation with the manager without getting angry. I truly hope that upper management can correct these issues for this store so that future costumers don’t have to deal with the kind of disappointment I dealt with today. As a long time customer of this store I have never seen it more disorganized, chaotic, and dirty or ever been lied to my face by an employee. I mean there isn’t much you can lie about working in an open kitchen and the clock...

If there was no stars I would select it. I had to wait 20 minutes for my food that I ordered online. I could have gotten my food and been gone twenty minutes ago because there was no one in line when I got there. There were quite a few of us sitting there waiting the Richard lady said that her food is going to be cold because it had been sitting there for five minutes because no one was taking care of take out doordash. So I finally get my food we live on the other side of the hospital not even point four miles away. We get home to eat and our food is ice cold and my meal was not made correctly. I go back and ask the lady in charge to walk away from customers so we could talk. I told her I ordered on their app and it took my food 18 minutes longer and when I get home my food is cold and my meal was wrong. She told me she couldn't help me with that because I AM MAKING HER DEFENSIVE. She said the company has no control over their own app. so they didn't see my order. She proceeded to tell me they were short staffed as well, there was 11 people working. I said 3 times the Restaurant was empty couldn't the line help her. She said they do mot know how to run app orders. Seriously? The lady refused to give me warm food or my corrected t and walked away. I stood in line and at my turn asked if thry could make my meal correct and give me warm food. They ook my food and threw it away and then told me they did nothing wrong and if I wanted hot food made correctly I had to pay for a entirely new order. A chick came off the app order line and walked over to the other side of the store and said "you are paying for that" I said Iwas already told thay. She said I didn't need to be so nasty. I said well she is just a line cook and that she didn't need to repeat what was already said so loudly in front of customers. All the line cooks kept apologizing. When I got home we had correct meals and...