Chipotle Mexican Grill — Restaurant in Great Falls

Terrible experience. I placed my order online and paid for it. The order went through just fine and I got a confirmation number via email with the time it would be ready. I expected they would be extra busy so I gave extra time before heading to pick it up. I specifically selected pick up in drive thru. The drive thru is almost impossible with a truck (great planning for customers in middle of montana). When I finally made it to the drive thru window, there was a sign that says the drive thru is closed and that I must go inside to pick up my order. There's maybe 15-20 parking spaces total so you have to park across the street at the bar and walk. Once I get to the door the line is circling the entire perimeter of the inside of the restaurant and extending out the door. From outside inline I can see that there are shelves for pick up orders (at least I'm not going to have to wait in line since I'm number like 60). The whole time I am there in line I see only one pickup order on the shelf with someone else's name written on it. Once my place in line was finally inside the restaurant, I walked to the register to verify that the shelf I'd been watching is where my order will eventually end up, but the worker ignored me even though he wasn't waiting on anyone else. Then some young guy asked if he could help. When I said I placed an online order he cut me off and said "We're not doing online orders". So I said "Well I did place the order online, for this location, and paid for it". So the guy chuckles arrogantly and then points to a sheet of paper taped to wall with an 800 number and says "You'll have to call this number for a refund. But you can wait in line and reorder if you want". Needless to say I didn't go back to #50 plus in line to start over. This...

I placed an order through the Chipotle website. I drove through the mobile order line to pick up my order at the designated time. I waited in line behind one vehicle (the only vehicle in line) for 18 minutes. When I pulled up to the window, the employee said she was sorry that the previous car/customer took so long. She indicated that, "He would not move because they were both upset." Something apparently went wrong with their order. Red flag #1. When I asked for my order, I was given part of an order. Red flag#2. I had to remind the employee that I had also paid for chips and guac. I was told that they ran out of guac, and she asked me if I wanted a small container of queso. I accepted...which was very nice. The same employee said that she was working with another woman who was going home soon and she was going to be there alone. Red flag #3. The employees were having a hard time handling the flow of customers already.

When I reviewed my order about 10 min later, I remembered that I also paid for guac on my burrito($2.60). I tried calling the restaurant twice, but it went to an automated voice that asked for a code of some sort. Red flag #4. I addressed my concern through "pepper chat" online and was given a free chips and guac via email...which was lovely...but was not reimbursed for the guac I added to my burrito. Chipotle has terrific food...but this seems like a whole lotta work just to satisfy a craving. I'm perplexed. This is not a good way to establish a rapport with the Great Falls community. Sincerely...

Ever since I moved here I have missed chipotle, and everytime I go somewhere I have to get some. So to say I was stoked to hear they were coming to great falls is an understatement. I waited a bit to order food here so that there kinks were worked out, but I don't think I waited long enough. Today I ordered online and went to pick it up. I waited 50 to 60 minutes before I decided to stand in line and order it myself and get my food. After I got my food I found out they told other mobile customers that they could not do that. The staff were not compassionate and if you order a Doordash or anything like that good luck cause they were waiting for hours. And the restaurant was packed with people waiting for mobile orders, yet the line to order was moving. It wasn't just that I had to wait but also how we were treated while we were waiting. I am someone who has worked fast food and I know the drowning feeling as you can't possibly keep up, but there is still a way to act to the customers. I hope the management can figure out how to create a good working culture and that they will get better over time for the city of Great Falls. Thankfully for me I am moving in less then a year to a place with a good chipotle that I love. So until then thank goodness for Cafe Rio, such an underrated fast...