Chipotle Mexican Grill — Restaurant in Lake Saint Louis

Let me start by saying I’ve had multiple good experiences here so far during off hours, but I came during dinner time yesterday and the wait for one burrito was 30 minutes past what I ordered it for. The employees have been nothing short of kind and sweet. But when I come to a restaurant and see the stress in employees faces it really grinds my gears. A multi-billion dollar company should not operate like this. I’ve been in the food industry for a long time and the last people I’m going to blame are the employees. If employees don’t treat you right or your food is 30 minutes late, it has nothing to do with the employees and everything to do with the upper management (the people sitting on their butts in an office), and upper management never has to deal with customers face to face, so often time little if anything changes. I’m adding my 1 star to the list until upper management gets it through their head that YOU MUST OVER STAFF and allocate SIGNIFICANTLY more labor hours to your stores, especially when they’re brand new and everyone is still learning their job. Throw out your spreadsheet and focus on giving your CUSTOMERS and employees a positive experience even if that sacrifices some profit. It’s obvious corporate associates have never worked in the stores because if they did they would know happy employees = happy customers and happy customers = MORE PROFIT. Get with the program and start OVERSTAFFING, not UNDERSTAFFING. Quit making excuses that throw your employees under the bus and look at YOURSELVES who are paid large salaries to apparently do nothing. Thanks for coming...

The reviews are legit. I really wanted to like this location. It’s so much more convenient for me, but somehow Chipotle managed to screw this up.

( I tried this location twice in case the first visit was a fluke due to being busy from being newly opened).

On the first visit I arrived to see every table dirty and food all over the floor. No napkins to wipe down the tables. I asked someone to wipe down the tables. She wiped down one table, but instead of doing the rest she went back into the kitchen area. The manager was sitting around talking to either a friend or possibly a work acquaintance, but was totally oblivious to the condition of the facility. The kitchen floor was covered with food and/or grease. The food was what I’d expect, not horrible, however the chips were stale and not worth eating.

I tried it for a second time tonight, this time for a pickup order. Even tho the label said “Beans, rice, and cheese” they put on onions, peppers, and sour cream. Either someone can’t read or they simply aren’t even trying. The chips, again, were too stale to eat.

Such a disappointment. I’ve always been a fan of this franchise. This location simply needs to start over again. They need a leadership team to direct the workers. The lack of direction was obvious.

I was going to complain through the Chipotle website but I did not see an option on the site to do this. So Im taking the time to write this in hopes that Chipotle will get their act together. I would love to see a response from this company to address...

If I could give 0 stars, I would — they don’t even deserve one. I went to this Chipotle on October 13, 2025, and it was hands down the worst experience I’ve ever had at any Chipotle. I placed my order for 6:50 PM and didn’t even head to the store until 7:27 PM because they’re always behind — and somehow, I still ended up waiting 27 minutes in the Chipotlane. When I finally got my food, it was stone cold.

No one greeted me when I pulled up, and I sat at the window for another 10 minutes before anyone even bothered to open it. The whole operation feels completely disorganized and poorly managed. There’s absolutely no sense of urgency or customer service. This is unacceptable for a business, especially one as established as Chipotle.

Do yourself a favor and go to the O’Fallon location instead — even if it’s a longer drive, at least your food will be hot and ready when it’s supposed to be. This location is a total disaster and honestly needs to shut down until they can figure out how to run...