Chipotle Mexican Grill — Restaurant in Heath

I order from Chipotle frequently - mostly from door dash from the 21st street location and picking up there has never been a problem. Tuesday, Oct 6 2020, I ordered online for pick up from the Heath, OH location. I ordered myself dinner to pick up at 6:15 PM - more than enough time to get my food and get to my 12 hr night shift job at the hospital. I arrived at the restaurant and quickly realized there was an enormous set back on pick up orders as there were at most 20 people waiting in the restaurant for their orders to be filled. Many people were upset as they had been waiting 30 or more minutes. I waited patiently for my food with the others and stayed until 6:50 PM when I could no longer wait as I would have been late for work. I tried going on the Chipotle website and see if I could cancel my order - I couldn’t find a way. I called numerous times to the store only for the phone to be picked up and hung up multiple times. This was an hour to two hours after me being there so I would imagine the busy ness had subsided. It took a long time and multiple hang ups to get someone to answer. When they did they said to go on the a site and get a refund. The only thing I could find was to fill out an experience thing online and I did. Skip forward to Thursday, I call the Heath location again only for a girl to put me on hold twice and leave me on it for 10 minutes. I eventually hung up because I knew they probably weren’t going to help me or it wasn’t a concern to help me. I then called corporate. Long story short, I understand being busy and things happen but to hang up calls and totally disregard someone is extremely rude. What’s makes me even more upset is that I went 12 hours without eating and I had used my free entree reward which takes a lot to earn. I don’t think I’ll be using or going to...

I have been eating at this store for some time now and typically do not leave reviews. First off I want to say that I have had very minimal issues with the food quality and service of any chipotle franchise that I have ate at. I have noticed over time of eating at the Heath Oh, location that the portions progressively get smaller and smaller. I have ordered the same thing every single time I have ever ate chipotle and I pay for double meat . Well today I go to this location and order the same thing I always get and got double meat burrito as usual. Well instead of turning around and grabbing the fresh chicken that was ready and waiting I got the last half a portion of chicken and still got charged for double. The burrito shell that I got was not edible, very hard and just not good . The meat I got today was very chewy and overall not very good. Typically I would leave a 5 star review because this location is typically always great food and great service but I am leaving a 4 star because the experience today was deffinatly not the usual 5 star that I am used to. I didn't even get to eat half of my burrito because the shell and the meat was not very good today and also the chips that I got with my meal were crushed little pieces of chips in the bottom of the bag. I will say that when I went in the store overall was pretty busy but I have been when they are tremendously busy and never had an issue like today . I would say 9 out of 10 times this store Is exceptional but today the food just wasn't as expected . Even though the food wasn't very good today the service was still good I was just upset how below par the food was and ultimately that is why I eat chipotle is for the good ingredients...

Ordered through the app. App said to pickup at the pickup shelf. Food was not on the shelf, but behind the counter, that is not a big deal. Stood at the register while the cashier finished helping a customer. Was next in line, but the cashier helped the person next to me who came through the order line. I did not really say anything as I was not in a big hurry. So I stood until they finished up, then the cashier started helping the person next to me again, did not even acknowledge me. I landed over and said excuse me I have an order for pickup. Cashier did not apologize for skipping me twice, did not get me, she just asked my name. I told her, she sounds around and grabbed my order and put it down in front of the other customer. I had to reach across the counter, in front of the other customer to get my food. The cashier did not apologize, did not thank me, the only acknowledgement was the word, "here." I am not normally one to complain, but it was the complete lack of service and professionalism. Sadly I even left a to through the App before I picked up my food. I doubt I will...