Chipotle Mexican Grill — Restaurant in Macon

I walked in @1:35 pm for a 1:30pm pickup. They were busy looked like folks were enjoying the food. This is the first time I have ever eaten at Chipotle. I was looking forward to this being my new favorite place. I didn’t know there was one in Macon, Ga. I downloaded the app, made an order shortly after 1pm, did a pickup order. When I walked inside to get my order there were other people ordering, 1 person paying, and another picking up. There were no orders on the pick up shelf. Once my turn in line came up for me to ask about my order, every employee either walked away from the counter to the back or the kitchen or turned their back to me, and never acknowledged me standing there. One female employee looked like she was filling online orders with her back to me. She had just taken the payment of 2 different customers and still never asked if I needed help. She also did not wash her hands after handling these customers receipts or the register. I asked if a bag that was sitting on this employee’s station was my pickup order. She immediately turned around snatching at the bag (I had only pointed at my name on this bag) and turned to me screaming that I needed to give my name. I was really taken back with this behavior and gave my name. She shoved the bag at me and turned back away. I walked the order to my car and realized that the order was not complete. I had just downloaded the app today and for doing so I was to receive a complimentary guacamole. It was not in the bag, I ordered 2 flour tortillas to go with my order, they weren’t in the bag. I took the food I was given back inside the store for a refund and received eye rolls, teeth sucking, and mouthiness. A male employee walked from the floor to the counter when I asked for a refund and pointed to a dirty wall where the 1800Chipotle number was displayed The entire time I was in the store (8-12 minutes) the girl preparing the ordered food from the screen never wore a mask and was talking all over the food. I feel sorry for the next customer’s food she was working with. I decided to return the food instead of asking for the items that were missing because I was worried by this point of diseases spitting out of her mouth onto the food while she was yelling and germs from her unwashed hands. Rudeness, nastiness, and total disregard for the customer is why I decided to take this step. 10 people working there never acknowledged me standing at the counter or would even make eye contact. I will make sure I never go back and I will spread my review of negativity because that was the worst experience that I have ever been through in a business, restaurant or otherwise. My refund, they told me would be here in 3-5 business days. They could have done this in store but the manager took the employees side....

Went in on Monday, 10/14/2024 at about 4:30 pm. There were about 5 people in front of me and 3 people working behind the counter. All three were preparing food and completely ignoring the customers. When I say "ignoring", I mean just that. It was like they were working before open and there was no-one in the restaurant. This went on for about 5 minutes during which time another 3 people came in behind me. At this point, people were literally lined up along the wall all the way to the door waiting to order food. Finally another woman came out from the back, looked at the customers, and instead of acknowledging them, she put on gloves and stood with her hands on the prep counter watching the other women work. A woman in front of me finally got fed up after another 5 minutes or so and left. Then ANOTHER worker came in, looking like she was beginning her shift. She looked to all the customers standing there, started laughing and clocked in. She then went around to laugh at how all these patrons were standing waiting and during that time, one of the women who was initially ignoring the customers and preparing food, ANSWERED HER CELL PHONE. She stood and talked on the phone, and still at the point, not one person who worked there had said a SINGLE word to anyone in the line. Finally after the woman got done with her phone call, she (thankfully) changed her gloves and started taking orders. By now I was committed to getting my rice bowl because I was in from out of town and I'd already been there for almost 20 minutes. I would have forgone this review had what happened next not transpired. I got a rice bowl with chicken, sour cream, shredded cheese and red salsa. She was SO SLOPPY and careless, slinging all the toppings into all the other toppings, I ended up with beans and corn and lettuce and onions in my bowl and it was honestly TERRIBLE. I eat at Chipotle on a regular basis but this one, the food, the atmosphere, the customer service, EVERYTHING, was absolutely horrendous. Steer clear and go to McDonalds...

To the owner: Your employees deserve better. It truly should not be left to the customers to teach your employees customer service. Upon entrance of the restaurant, appx 10 feet in and 10 feet from ordering, the employee made distinct eye contact and turned and walked the other way without mention. There was no “welcome to moes” feel… this is not moes so whatever, but how about a greeting if you’re going to look at me as I walk to the counter to order.

Sad thing that I think is noteworthy, when I am with my interracial family, the experience has been much better. When I am by myself, I am treated much differently.

Once my burrito was made, (and it was good), and nobody was next in line, I said “Excuse me, you may not realize that when I walked in, you made eye contact with me and chose to turn your back on me and say nothing. As a business owner in the service industry, I would have trained you differently. And after you were trained, if you chose to not provide excellent customer service to EVERYONE, I would replace you on the spot”.

My consultation rate is $100 an hr per employee. I won’t charge you this time, because I know my words fell on deaf ears as I began hearing the cooks getting mouthy before I even made it past the register to pay, and because I see other reviews with similar complaints.

Thankfully, consumers have options. Last week I came by here to eat and followed my gut and choose another place instead. Today I decided to give Chipotle a try and will most certainly not be an establishment I spend my money in any longer .I will choose to go somewhere else whether I am by myself or taking the rest of my family with me from this day forward.

Owner could use some DEI training. I Feel sorry for these employees that will eventually move on and think this is what a positive work culture...