Chipotle Mexican Grill — Restaurant in Fairview Park

10/7 We placed an online order through the App, "promise time" was 7pm. The App instructs you specifically to go inside and get your order from the Pick-Up Area. We arrived at 6:50 to find at least 20 people standing outside, front doors locked, waiting on their online orders (despite their website saying otherwise, they were not taking orders in person, only online). Instead of allowing anyone to go inside the shift manager took it upon himself to take orders to the door and call their names as they were ready - except he wasn't doing that at all. He would wait at least 5 minutes while orders were made and piled up on the Pick-Up Shelves and then try to write down all of those names and call them all at once. Somehow, even though there were 8 or more orders sitting inside, he would only call 2 or 3 names at a time even though he was keeping a running list on a clipboard. One of the customers became irate and demanded they cancel her order. The shift manager told her he would issue a refund and took her name, writing it down on said clipboard. 20 minutes later he came out calling her name - one of the patiently waiting customers reminded him that she was the one who demanded a refund, yet they wasted time and food making her order anyways. Clearly whatever was being written on his clipboard meant nothing.

I waited for over an hour. Some of the customers were kind enough to tell everyone what time their order was supposed to be ready. When a lady's name was called for a 7:15pm order that was ready, I approached the shift manager asking why my order had not been made yet. He proceeded to lie to me saying that he had called my name several times already even though I had been standing there waiting the entire time listening intently - he had never called my name. When I finally was able to pick up my order, it was cold and had been sitting on the Pick-Up Shelves for 20 minutes or more based on the printed ticket taped to my bag.

When I pointed out the fact that many people have been waiting even longer than I had at the time I finally had my order in hand, the shift manager took it upon himself to argue with me and every other customer standing there for over an hour outside in the cold telling us he had,"over 100 orders to make, but only 6 staff members to do it." Anyone who has ever been to a Chipotle knows 6 staff members is more than enough even for a major dinner rush. While more and more people piled up outside the front door unable to social distance anymore due to the slow pace of producing food, the staff appeared to work as slowly as possible never working with haste or making any attempt to respect the dozens of customer's time that were obviously waiting outside. One order was being finished every 4 to 5 minutes.

Upon returning home with my food furious that pure incompetence on the part of the shift manager and all the staff working under him wasted well over an hour of my night, including missing "Jeopardy!" I found my burrito to be made incorrectly using barbacoa instead of steak, the rice in my burrito had not been mixed and was mostly one big sticky tasteless clump, our chips were stale, and everything was room temperature including the large side of guacamole. I had not ordered Chipotle in over a year prior to this because I feel their quality of ingredients has gone down significantly while they have increased their prices. While I am currently waiting on a refund for this order, I was told by the staff member who issued my refund that this store does not currently have a General Manager and there is no owner you can speak to because this location is corporate-owned, not a franchise. Needless to say, I will never, ever return to this location.

If you have to have Chipotle, do yourself a favor and go anywhere but this location. The staff knows there is zero accountability for their lack of performance and you will be the one to suffer in the end either by wasting your time...

This was the worst Chipotle experience I've had to date. I normally don't post negative reviews, but this experience was extremely frustrating. My family and I go to Chipotle because of the menu options that fit our dietary restrictions, so when the restaurant was out of certain items (apparently) and made automatic substitutions to our online order without asking or even telling us, I was really appalled. I decided to check our order before I left the parking lot because the online orders tend to be incorrect. I only order online when I have to for this reason. Upon inspection, I immediately noticed that all of our items had what appeared to be queso smeared on the outside. I quickly discovered that this was because they had automatically replaced our large side of guacamole with queso blanco without so much as a word when I picked up the order. My family cannot eat dairy, so I took the queso inside where I was told I could call the 1-800 number to get a refund because they are out of guac. Why you wouldn't replace the guac with a salsa that is already part of our order or something like that instead of something that contains dairy, which is obviously no where on our order? Or, better yet, just don't automatically replace things without talking to the customer. I should have opened each package to check everything else, but I assumed that they contained what was listed on the label. Unfortunately, I got home to find that my daughter's build-your-own corn taco shells had been automatically replaced with wheat wraps. Since she can't have wheat and the guacamole she ordered wasn't in her order (due to the guac being out of stock), her order was reduced to white rice and pinto beans. I am writing this review mainly because of the automatic substitutions and the failure to mention these items. It is one thing to be out of something. Even though it is a huge inconvenience to have to deal with the 1-800 number, I can understand that things are sometimes out of stock. What is not okay is giving people items automatically that may not be compatible with their dietary restrictions and not even mentioning it so that I can try to get substitutions that I need/can use before I...

I generally don't leave reviews. But avoid this location at all costs. Don't get me wrong, it is a beautiful Chipotle. However the staff, the portions, and the preparation of their food always miss the mark. And its not like we haven't tried a few times. Maybe the employees were off, or maybe Chipotle got delivered grey guacamole's and it's not their fault. Or maybe the chip counter wasn't feeling generous today when he put 1 inch of chips in the bag for Large Chips and Guac. Or how about a burrito that was 4 1/2 x 2 inches. Photo's attached.

Craziest experience was when employees harassed us for donations. Once at the door when we came in (done in a nice way), then whilst in line (little pushier), and finally again at the register. And when I said, "Okay, you can round up for it." They said the donation of .47 some odd cents, wasn't even worth their time. This is at a Chipotle......

Every single time we've ever gone to this location they've got something wrong. Forgot chips, Forgot Guac. Guac is brown, Chips are burnt or horribly stale. Missing food when ordered online. You name it, they've messed it up.

Every employee in here needs to be fired and they need to start over. Go to the Westlake or Lakewood one, or really any other Chipotle in America, but avoid the Center Ridge one like the plague.

This is not an exaggeration, I'm in utter disbelief this location remains open.

Chipotle said to reach out below, we have via email. No...