Chipotle Mexican Grill — Restaurant in Georgia

When I arrived at the Chipotle on Mount Zion Rd. I parked to place my order on the website because I noticed customers were standing outside of the restaurant due to the front door being locked. I proceeded to place my order online at 8:05pm for a pick-up at 8:40pm. When the time was 8:39pm I walked to the front door to let an employee know that I had an order. As I walked to the front entrance I noticed there was food scattered on the ground from someone throwing their plate again the window. I'm assuming their order was incorrect. Nobody bothered to clean it up. Once I was offered to come inside the restaurant to wait on my order, I realized that my order hadn't even begun to be prepared. I sat and waited for over 10 minutes. By 8:52pm my food still had not been started on. There were two female servers preparing food and neither had on hair nets or properly wearing face masks. I told one of the servers that I would leave and come back because I was still at work and needed to clock out. When I returned at 9:03pm my food was sitting on the pick-up shelf. I checked my order and half of the ingredients were missing from each dish I selected online. When one of the employees suggested that they may have to refund every customer that was waiting, I asked for a refund for my incomplete order and threw the food in the trashcan. That same employee who suggested refunding everyone walked to the back of the restaurant and we never returned. One of the servers spoke up and told us that online orders would take 3-5 days to be refunded. She kept going back and forth from the back to relay messages from the manager who would not acknowledge everyone who was waiting inside and outside as it was raining. At this point I had wasted time out of my day, spent money that I couldn't get back, and didn't have dinner to take home to my family. The server continued to tell me that it was nothing they could do to reimburse us or accommodate us. When asked to speak to a manager, the manager was rude and inconsiderate of everyone as well. She took her time coming to the front to speak with us.. When I asked for her manager's number she gave me the store number and walked off. I have never experienced such a rude and unprofessional experience in my life. After calling the store number, the automated message said that location was accepting pickup, takeout, and delivery, but that was not the case because the sign on the building said they were closed. I was not able to get in contact with the general manager or apprentice. Something needs to be done about the staff, management, and service of this location because this is a poor representation of the Chipotle establishment and a poor representation of the service we should receive in Clayton County...

I love Chipotle over all, however corporate please step in and take control over this store! Every time I try to give it one more chance, this location constantly disappoints. Most of the staff has an argumentative attitude, and acts like they would rather be set on fire than deal with customers. Most of the staff alone can make you feel oppressed and like you are an inconvenience to their time. First off I always go right before noon to beat the lunch crowd. This should be when the food is fresh and readily available. Last time I gave this location one more chance was right at 11:45 a.m. I asked for steak and was told they did not have any. I asked the young lady who was working the grill when will the steak be ready (because I saw her putting the steak on the grill). Her response was "when it's done." Another young lady over heard and politely told me it would be about 10 minutes. My friend that I was with got his order and waited a few minutes for me to get my food. 25 minutes later I went back through the line and still no steak. After lunch with my friend I drove 15 minutes south to the Chipotle on Eagles landing to eat. Totally different environment and service! Today I decided to take my punishment one more time. I ordered a steak bowl again. They had no chips, because this location would not know what to do if they were actually prepared and did the prep work ahead of time. When I took my first couple of bites I noticed the steak was grisly and tougher than leather. I went up to the line and quietly asked if I could get another bowl because the steak was not edible. Three team members seemed to have had an issue with me wanting my food prepared properly. When I got to the register the young lady was wanting to charge me again. I told her I was wanting another bowl because the steak was not edible. Another young lady stepped in and asked me where my original bowl was. I told her it was on the table, and asked her if she wanted me to give it back. She said yes, and so I did. I told her the same thing about the steak, and for some reason she felt the need to tell me she didn't make the steak. This is ridiculous. I don't care if she made the steak. What was the point of her wanting to defend herself? I must say over the few years this store has been opened it has ALWAYS proved itself time and time again to be out for the worst organized and service experience award. I would warn everyone to take the extra few minutes drive and go to the next closest location. Always the worst. Do you want a store that's always out of something, to be treated like you're the problem, and eat food that is poorly prepaid? Then eat at the Chipotle on Mt. Zion. Seriously can Google...

UPDATE: Bumped it up 2 stars and why:

My original review was made based on online orders and since then I've only been to this store in-person only and it is WAY better. It is also cheaper and they give you more portions in person, the lines go by fast unless you go during busy hours, it might be a bit of a wait but not too long. Please just go in person and do not order online. They are less likely to mess up. There are some instances where they mess up my order with my sister like with labeling but nothing too crazy. I always get the bowls and sometimes they have something hard/solid that I have to spit out and it's small. Not sure what it is, but I'm not stingy about it. Otherwise, food is fresh and good while also being no more than 11-12 dollars (and they make sure my bowl is filled). Just don't order online

Original review and rating:

1 star, averaging $30-50 for online

This is the only location that is close to where I live and this is the second time they have messed up my order in two different ways. For one, Chipotle has delicious food which is why I decided to give it a second chance. However, the mess up doesn't seem like a coincidence. The first time we ordered here was a while back and we ordered 2 burritos only that equaled about 30-40 dollars and they gave us the smallest burritos EVER. It wasn't like the size of other burritos in other Chipotle locations. We weren't happy. The second time we ordered which is today through UberEats, after my delivery person gave me my food at the door, I checked the bag that HAS the receipt with the FULL order, which was a burrito and a burrito bowl. It was over 30 dollars and they didn't give me the burrito at all. I made sure it wasn't the delivery driver who did anything. The bag was sealed when I received it and the delivery driver even called them to make sure. I had to get my refund back for that missing burrito. I don't know what was going on in their head when the order clearly says "burrito and burrito bowl' which was what I exactly ordered on the app, but when I opened the bag it was just the bowl...??? Didn't even put napkins or forks either which was on the receipt too?? They need to retrain their workers or fix something ASAP because this isn't it. I know they can read. I usually am never picky nor do I complain ever, but wow how can they mess up this bad. One thing I can say is they didn't mess up the burrito bowl order, but missing a whole order is just...