Chipotle Mexican Grill — Restaurant in Indianapolis

There was one gentleman working both the main line and cashier station. Although visibly overwhelmed, he remained polite and professional throughout. I appreciate his effort and patience. However, I waited nearly 40 minutes to be served, and by the time I reached the front, there were about 12 people lined up behind me.

During this time, there was a young biracial woman with very curly hair who appeared to be completely disengaged from both her team and customers. She was on a personal phone call the entire time—ear to shoulder, sometimes on speaker, even tucking the phone into her shirt. Several customers approached her for assistance with pick-up orders, but she continued her call, occasionally smiling but not helping. Her conversation, which was loud enough to be overheard, was focused on her frustration with her job and her eagerness to leave within the next hour. When interrupted by customers, she responded with eye-rolls and annoyed expressions, which I found very unprofessional.

Additionally, her sanitation practices were alarming. She wore the same gloves while handling food, using the phone, touching the computer, and even after placing her hands on the floor while squatting to fix the printer. This is a serious hygiene concern, especially in a food service environment.

The gentleman on the line clearly needed help, and while he never verbally asked her, his frustration was visible. It was evident to multiple customers that she was not contributing during a high-traffic period. I noticed some guests even began recording her behavior out of concern. Unfortunately, I wasn’t able to do so myself.

A 40-minute wait for a fast-casual restaurant like Chipotle is not acceptable, especially when it appears to be due to a lack of teamwork and disregard for both customer service and...

This used to be the best Chipotle around, until recently I guess. My last 2 visits were awful. 2nd to last visit, I ordered a burrito - the young woman rolled it so poorly that half the ingredients fell out. Oh well, forgivable, maybe she was new or something. It didn't bother me too much. Latest visit was a nightmare. I walk in, no one is at the service area. Manager yells into the back for someone to come up. The most apathetic employee I've ever seen walks up and just looks at me without saying anything. "I'll have a burrito please" - he slowly puts a tortilla into the heating appliance, then takes it out and stares at me again. "White rice and black beans..." I trail off. The entire time he gives me no audio, I have to call out the order. We get to the end, I am slightly perturbed but still not off-put completely - people have bad days, I get it. He starts to roll it and completely mangles it, nearly tearing it in half and most of the fillings spill out both ends and no less than 3 holes he made in the tortilla. I looked at the cashier and said "There's no way anyone could eat that, he rolled it like a monstrosity." She looks at me and says, "Whatchu want it re-rolled or something?" while rolling her eyes. The burrito roller smiled and chuckled, and just grabbed another foil to cover up his mistakes. I believe his name was Quentin or something, if that helps management at all. I took my business elsewhere without paying or...

I just left this location I waited in line for over 30 mins because they were out of queso and fajitas. This is the first time I’ve seen the general manager working while going to this location and she had no control. Instead of making sure food was being put out quickly and efficiently she pulled one of her grill cooks to go have a talk abt something not being up to par but while she did this her line grew to be longer and longer she also went to have that convo before making any more fajitas and putting them out. She was very loud talking to the employee to where we could all hear who was standing in line and quite frankly I got second hand embarrassment from it. As a manager you are supposed to make sure your store is running as smoothly as possible and while certain employees were busting their butt she watched as one of them ran the line by their self and the line was to the door. Her other employees one the to go line came and helped get the line down why she questioned her employees about temps on foods . There was a bag of trash just on the floor that should of been taken to the trash. Trash overflowing out the trash cans . Very unprofessional and to have to sit and wait 30 mins + for queso and fajitas is very unacceptable and I don’t appreciate it...