Chipotle Mexican Grill — Restaurant in Madison

UPDATED: I've changed my rating from 1⭐, to 4⭐'s. I've used the customer experience form on Chipotle's website, and was contacted right away with a satisfactory response! Thanks!

Original review: I typically have a great experience, but this time: I ordered from Chipotle, at 4:14pm today for pick up that should've been at 4:30pm.  I kept my computer screen on, as well as checked my phone for the updates, to see when I could pick up my order.  5:45pm comes and my order is still in the status of "preparing", so I just decided to go in to see what was going on.  I showed the serviceman my phone screen, which showed that my order was still being "prepared", he then went back to get the manager, while he's gone to get her, my screen shows, "Enjoy your order", and an email with: "Thanks for ordering, Kaulia, here's your receipt", I'm looking like "what order? I haven't received anything".  The manager comes out, and immediately showed signs of disbelief and rudeness, as if I didn't order at all, and I must be either at the wrong place, or out of my mind.  As I showed her my phone, she says with an attitude "that's not even our app", right away, a snap response. I asked her to wait, calm down, and I let her know that I used Ubereats.  In the process of her attitude charade, she checked the system, asked for my name, finds my order in the system, goes and checks in the back,  and comes out with a cold bag that has a time of 4:30pm on it, she proceeds to tell me that, "if you ordered at 4:14/15, the system would have automatically picked the next time of 4:30, as a expected time to be ready", (which still doesn't help the situation ,because it was almost 6PM, and I hadn't had my food) "it's not their fault, and that I should've ordered directly from them ("Chipotle") (NOTE: I can order however, and from whomever, I would like to order from!) and that "you wouldn't have had any problems if you did it through "our" app, because they have no control over anything when it comes to 3rd party order apps" (that made no sense).  I then asked: "Aren't you all supposed to use the system to confirm when an order is done, because my screen kept saying my order was still being prepared for almost 2hrs?"  She says: "No, we have no control over that, we make the order, and then that's it, there is not button, or confirmation that we give ubereats or anyone else!  We have nothing to do with that! That's not how that works!"

My food was freezing cold, with no offer to remake, and I had to go to the local gas station to use the microwave in the middle of a pandemic, just to heat it up for my kids.  I am very unhappy with my experience, as the restaurant didn't even take any part for their responsibility, I was just met with a rude, projective, denialistic, defensive store manager, of whom seemed to really believe that nothing that I said was credible, and that she was simply "right", no matter how WRONG and RIDICULOUS her explanations sounded!

The more mature I get, the words "speak less, listen more" really hold true value, and would serve a lot of us much better if we take heed! The gentleman that I first approached was really nice though, thanks,...

Was super excited to have a new Chipotle open near work as I have been a rabid Chipotle fan through every food illness setback they have had but unfortunately I was utterly shocked by my experience at this location.

My wife was practically attacked by the manager for daring to lean in past the “invisible fence” to see what the labels on the beverages in the refrigerator were. The manager woman literally came charging across the store YELLING at my wife as if my wife were about to commit some heinous crime. Meanwhile, everyone was staring at us to see what the ruckus was about as if a child abuser had just been outed.

The poorly thought-out symmetrical layout of this new location creates an inviting open hallway on either side of the food bar. No sign, rope, bar or Trump border wall is in place to clarify the boundary that might somehow justify the manager woman’s behavior. Oddly the cashier had no problem with my wife leaning in as they were completing her order to include a possible beverage but the manager thought she herself would be fire for such innocent violation of all that is holy.

As my order was being completed the manager had the gall to ask as swiping my card if we needed any beverages with out order!!! On top of this, my steak salad bowl had no steak in it but was substituted (unbeknownst to me) with carne asada. Apparently I was too distracted wondering if I was going to need to physically intervene with the rude manager to notice before leaving the store.

Not an apology or consideration on our order, just business as usual which tells me this has happened before.

Unfortunately we will never go back to this location but for the sake of other customers highly recommend the owner of this location invest is CS training for their staff and consider arranging their restaurant in a more sensible manner.

Absolutely...

TL;DR This is the most disappointing instance of a Chipotle I've ever experienced. I'm saying this as a huge fan of the franchise (I've gone about once a week for around 6 years). If you're in Madison, WI and you're looking for a Chipotle to go to, go to the one on Old Sauk. This Chipotle consistently gives the smallest portions I've ever experienced and the management is not good.

For some context, as I write this review, folks are in quarantine due to COVID-19 and I imagine all Chipotle customers are ordering food for delivery.

Here's my story: My roommates and I ordered a few burritos/bowls and when they arrived, we were one burrito short. Not terrible - people make mistakes. Let me just give them a call. Then I call them and go through the prompts while listening to a machine tell me how to talk to an employee that works there. I get a prompt telling me to say yes to talk to an employee, I say yes, then I get the exact same prompt again. I go through this process once more and I get the same prompt... I then tried every route that the "virtual assistant" offers and I still couldn't talk to anyone that works there. Fed up, I drive over to that Chipotle and show my order details and ask for my burrito. The response from the manager: "Oh, we forgot to add it to the bag." They didn't offer a refund, partial refund, or even a $5 gift card after we tipped $5 for delivery. I asked for one and they told me to go to chipotle.com to submit my feedback there.

Go...