Chipotle Mexican Grill — Restaurant in Madeira

I really do understand why the reviews for this location are so low because first off the manager does not care whatsoever. I had an issue where I placed an order online my husband who had just gotten off work came to pick it up showed them the confirmation of the order and that it was paid for, and they told him that they did not have an order for us!! He continued to tell them you do, and showed them the proof, and they were just rude and kept saying no you do not!! So, he got frustrated and left so I went back up there with all the proof suddenly yes they do have an order for us, but apparently, and this is their words…. they gave it to somebody Else!!!! Then started to remake it, and I don’t know why the girl was making bowls, because there were no bowls on my order. I have the receipt still and I watch what she made and it was only the two bowls on the counter and she said that they started making the quesadillas but the one they pulled off of the machine I had seen it sitting there since I walked up to the counter , this is the worst experience I’ve ever had with chipotle. I am dumbfounded the way that they treat their paying customers which is why they even have a job is because of customers!!!! I say that because I work in customer service and I understand that, and I would never treat a customer the way they treated us, then when I asked to speak to the manager, he came out of the back already with an attitude and when I asked his name he refused to tell me, which, every place I’ve ever been employed if you are a manager, or anybody of any upper level position, you are definitely required to disclose your name!!!! And when I called Customer Service, they actually told me that all employees should be wearing a name badge!!!! This place is a joke nobody wears hair nets. Nobody wears gloves they just let anybody take anybody’s food. apparently; something needs to be done here seriously , I spent $30 for two people to eat and didn’t even get any food in the end, and I’m waiting on a refund if it ever shows up, but the worst part is is how they treated me. It wasn’t like I was in there, trying to get something for free or something I did not pay for. They were so incredibly rude, and should not be in the Customer Service...

Ordered using their app. For the first time ever, my order was on the shelf and ready when I arrived. My food tasted really good, but was not very warm. So I guess when you order ahead, the food will either be made late or it will sit around.

*My above review was "about a month ago."

Today, 10/13/19* I ordered at 6:36 p.m. using the mobile app while riding in the car. My husband was driving and he told me it would not be ready anytime soon. My pick up time was 6:45 p.m. but I knew better than to believe that. I fully expected my food to be done 5 to 10, maybe even 15 minutes late. However, this time my food was handed to me at 7:10. A full 25 minutes past the expected time. The entire experience was terrible! I was waiting around with several other mobile order customers. Instead of trying to make our food, they kept taking brand new orders from people in line.

The employees should, in my opinion, do one or more of these suggestions:

Stop açcepting mobile orders if you are too busy to make them!

Give me a realistic expected wait time instead of automatically giving me a 15-minute lead time that you never live up to.

When you see that several people are waiting for mobile orders to be done, then take turns by having the cooks "in front" make one mobile order, then a customer from the line, then one mobile order, then a customer from the line, etc.. Don't keep taking orders ONLY from people in line while letting the online orders become later and later and later.

Good customer service would be to offer me a free fountain pop, a coupon for a free burrito, or reduce the price of my order, etc instead of just giving me excuses.

NEVER ask me to get in line behind ALL of the people in the current line, when you know I ordered my food 30 minutes before they even walked in the door!

December 2021 They consistently ignore my order of extra rice, extra beans. They do turn off mobile orders now when they're slammed,...

The food was so bland, the chips had no salt or lime, the rice had no lime, chicken was extremely bland & chewy. The woman with green ombrè braids is very rude serves very small servings, is rude & combative when you ask for more. I paid 14.95 for a bowl & chips. It tasted like nothing, was a very small portion, & I & the people around me were treated horribly when trying to ask for more. You could ask for double everything with this woman and the amount she’d end up serving you is less than even chipotle’s normal serving size. The cook for the day did a lazy job the food did the explaining on that, the only one that was doing a good job & being polite is the young lady at cash register with long locs. UPDATE: also have minor symptoms of food poisoning. My tail should be on fire but food was so flavorless so I guess that’s a positive aside from the all night bubble guts and trips to the bathroom. I usually believe that issues can be resolved without firing but this is a health and safety hazard. & back thinking about it after seeing another review green braids didn’t even have gloves on. Just attitude and bare hands I just hope it’s not ECOLI because I don’t feel like having a lawsuit on my beloved Chipotle & having to part ways because 2 poor ethic employees. This would never happen if the sweet Hispanic manager lady was there. When she’s there things run smoothly the food is immaculate and you get what you’re paying for without being chastised by Ms.Bare hands for...