Chipotle Mexican Grill — Restaurant in Frederick

First time ordering from Chipotle, thought it would be nice to try their dishes because the items on the menu look really delicious and the online ordering option seems like a great idea. If I could give zero stars, I would. We ordered online at 6:23 PM and requested a 6:45 PM pickup (the earliest pickup option was for 6:30 PM). We ordered a flour tortilla chicken burrito and the pork flour tortilla 3-taco pack, with various ingredients. On our drive into the restaurant, I got notification that our order was ready and complete. When we arrived, it was 6: 48. Having never been here before, we noticed the shelves for food pickup were empty and our food wasn't ready for pickup. There were others who also ordered for pickup and they were waiting for their orders too. There were several walk-in customers who were able to go straight up and place their orders, and carry out their food. We waited, along with others, and finally our order was ready at 7:12 PM. So, basically, if you order online and prepay, you're forced to wait for your food even if it's not ready as advised by their notification system. It's not like you have the option of walking out at this point, because you've already prepaid. This doesn't make any sense! Why not have all online/prepaid orders ready when notified? Or change the pickup time options to accommodate the customer rush? This is one way to set yourselves up for a bad review. We get that a disclaimer is on your website announcing longer wait times, but again, why provide an "order complete" notification when that's not the case?

Now, as far as the food goes, when we got back to the car, we checked the order... the burrito and 3-taco packs were a total of two aluminum foil wrapped items. Each one was cold, as if they had been sitting in refrigeration for a while. We just thought that perhaps it had something to do with the various toppings (lettuce, salsa, sour cream) that are normally cold and placed on top of the burrito/tacos. When we got home, ready to eat, we found that both items were completely cold! Absolutely nothing was hot or even warm! The burrito was wrapped individually, and while it appeared to be constructed ok, because it was completely cold, it was not even edible. The three flour tacos were all smashed together in one wrapping, they were soggy from all the toppings and they too were ice cold! I couldn't even pick them up individually because they fell apart after trying to. This was an overall bad experience from this location. Needless to say, we aren't going to return. We did call corporate, and got a full refund, that was the only good...

This is the worst Chipotle location I've ever been to for mobile/online ordering. Today marked the 4th time I've returned to the store because my order was wrong. Instead of letting them fix the 4 bowls that were all incorrect, I requested a refund. Management and whoever prepares the online meals needs changed.

The last time I went to this chipotle (maybe 4 months ago), I returned a bowl with the receipt. I went all the way back to the store, had them make a new one, just for it to be incorrect again. Luckily I checked it before I left. I walked back to the counter and they were very short with me, to which I gave them the receipt again and verbally stated what should be in the bowl. The on-duty manager (she seemed like a manager the way she swooped in the hear it directly from me the second time I went up there) made it while I watched and tossed it on the counter towards me. Rude.

This location never has online meals prepared at the time promised. There was one night I waited for an hour and 45 minutes. I decided to stand in line with walk-in customers so they could make my online order since I was already waiting, just for them to tell me at the bar that they started my order but ran out of ingredients.

The only response I get from corporate about these issues are the copy and paste responses. I replied to the email today and they pushed my complaint to their higher-up. Nothing will change though. Good luck if you want to place a mobile order here.

On a side note, the counter /check out ladies are nice and seem helpful. But management...

I love chipotle, as do most. This chipotle however is constantly hit or miss (mostly miss). Consistently waiting for food longer than stated for pick up sometime up to an hour. This time however I had to use doordash bc my car broke down earlier today. Knowing it takes a little longer for them to get to you I’m expecting a little wait. However an hour and a half later I’m looking at the app and it’s saying my driver is on the way. Another 20 min goes by as I’m taking to doordash, trying to talk to chipotle (but no answer) and then the poor doordash driver finally gets here as I’m told by a doordash customer service rep he waited in the chipotle for 45 min. So I brush it off, s* Happens. I ordered 1 chx burrito and 1 steak bowl. In the bag I received was only a bowl and it was chicken. I thought did I order wrong? Then I noticed the hand written order receipt taped to a bag which is normally a printed receipt confirming that I made no mistake in ordering. That crossed a line for me. I have been patient with this location time after time but it ends now. I am officially boycotting this location. There are 2 other chipotles in my area and I will happily drive the 25 min round trip to avoid the chipotle off of route 26. And if you all don’t want the magic that is chipotle to be destroyed I suggest you do the same.

P.S. one star...