Chipotle Mexican Grill — Restaurant in Hagerstown

Where to start? A few weeks ago, my husband I and I ordered online for in-store pick up. We ordered 30 minutes prior to coming in and yet our food wasn’t ready. As we were waiting for the food to be done, we stood there watching the mess behind the counter. There was a teenage boy who grabbed the tip jar to start counting the money, with gloves on but with customers in the store. He then finished counting the money and went to put lettuce on someone’s order. He was counting dirty money and then began spreading lettuce on someone’s order! Absolutely disgusting. Last night, we ordered a burrito bowl to share, a large order or chips and queso and a large order of chips and guacamole. When we receive the order from Door Dash, only the burrito bowl was inside. On the ticket, someone wrote “out of chips.” Apparently Chipotle was out of chips and decided to one, not call to let us know, but two... just not send anything when they made damn sure I had paid for it all. After calling the store several times (No one was answering because it was 9:45 and they close at 10 👍🏼) the manager answered and told me they could not find me in the system, she didn’t know how to refund my money over the phone, she didn’t know why my order was messed up and they were closing... could I call back in the morning to figure it out??? I then had to call their corporate headquarters and I was able to ask for a refund that should be back in my account within the week.

Update #2 We decided to try again with this store. We ordered online when we had family over. We had 6 orders but they were pretty simple. Went into the store to pick it up and had to wait an extra 15 minutes past our pickup time. Got home and what did we see? Every single one of them were wrong. Wrong meats, wrong toppings... wrong everything. So then I called the store and no one answered the phone. After calling the store 15 times (no exaggeration) someone finally answered and said there was nothing they can do, email customer support. I have now been on hold with customer support for over 20 minutes and no one is answering there either. Absolutely unbelievable

Update #3 I’m still a glutton for punishment and have ordered from this Chipotle a few more times. Every single time, the food is wrong. The rice isn’t cooked, they put on the wrong toppings, they run out of chips and just don’t send anything or call (even though they’re told to call if something is out). Ordered 2 large chips and queso to go with our dinner the other night. They send less than a half bag of chips and 1 small cup of queso (picture below). Call the store and they say there’s nothing they can do, come in and they’ll give us more. I have no idea why it’s so hard for the idiots in this store to get...

Where to start. It seems like there is always confusion between employees that are working the front line which leads to them literally arguing and berating each other in front of the customers, very unprofessional !! I have also had many instances of the employees talking loudly about things going on in their personal lives that should be talked about outside of the workplace. There is one guy there, I'm not sure what his name is but he is always there. This guy is always yelling at someone for doing something wrong,again!! right in front of the customer. Handle that crap after closing!! Just like every other Chipotle that I have been to they are stingy with the meats and pile on a ton of rice to make it look like you are getting more. The line is almost always out the door because the prep line doesn't have enough people on it. Its really a shame that I have to do a "drive by look" through the glass to see how long my wait is going to be, the majority of the time I just continue on my way home because the wait is ridiculous. One time I called in an order and they told me 15 minutes, that was fine. I get there about two minutes late and walk up to pick up the food, they hadn't even started preparing it yet!!!! I ended up waiting an additional 15 minutes while everyone else in line got their food. If I ordered over the phone and am literally standing there waiting shouldn't one person tend to my order immediately to get me out the door due to the inconvenience?? You'd think so but that didn't happen. I will never phone order from them again. Outside of all this I will say that the...

I got a 25 dollar gift card for christmas, went in Chipotle, got up to ring out gave my gift card, so 25 of it was paid there was a 6 dollar balance left i scared my card twice it declined. Noticing after I had to the wrong card, then proceed to ask if I could call my boyfriend and get the card number and give it to them over the phone.. They told me no we can't do that. I said you take online order but can't take a card over the phone for 6 dollars and some change.. Well after they declined to do that. I asked for my gift card or another gift card back to replace the 25 dollars I didn't get to use.. They then proceed to not give it to me.. The whole plan was to run home grab the right card go back and get food. Instead they didn't give me ANYTHING. I WENT BACK AND PAID FULL PRICE FOR OUR DINNER ! THEY ACTED LIKE THEY HAD NO CLUE WHAT HAS HAPPEND 15 MINS PRIOR ! AFTER I PAY, I proceed to call corporate. They then told me they would send an email to get 2 free entrees, I stayed on the phone with the woman until I checked my email to make sure I got the email before hanging up. I did not get the email. I ended up giving an ANOTHER EMAIL to send it too .... Also did not receive it i ended up hanging up with her before hanging up as it was not my email but my boyfriends and he was on the way home He checked his email TWICE, I checked my email AGAIN and NEITHER EMAIL GOT ANYTHING FROM CHIPOTLE!!! SO A CHRISTMAS GIFT I WAS GIVEN TO ENJOY GOT THROWN IN MY FACE AND THEH MADE A EXTRA 25 DOLLARS!! I WILL NEVER GO BACK TO THE 18003 GARLAND GROH BLVD, Hagerstown, MD 21740 Location...