Chipotle Mexican Grill — Restaurant in Maryland

I didn’t think I would go through the reviews and see so many unacceptable service problems for Chipotle. IF I COULD GIVE NO STARS THATS WHAT I WOULD GIVE!!! The store manager is rude and should be fried over her (Nola) lack of customer service. The general manager (Robert) and his boss (Lauren) should go through vigorous retaining so they can train the team and hire better employees for the Mountain Rd, Pasadena location. My family and I have not eaten at Chipotle since before covid happened and remembered it to be a fast and well oiled food chain, that we hardly had any issues with. NOT ANY MORE! So to start my husband went to the Pasadena location and the employees did not seem to care how many people were standing in line and/ or for how long. They were not moving the pace along any faster then a slow crawl. Then when it was his time to order my husband asked for a quesadilla, which was never a problem to order in-store before, but was told he would have to order that online. It doesn’t say anywhere that that food item is an online order item only! He asked for a reason why and was meet with a very nasty response that they were unable to ring it up in the system. So the question was asked if a child’s quesadilla could be made and that was possible. Doesn’t make any sense! The time that it took the employee to fight with him about not being able to order a quesadilla in the store and how long it took her to make three child size quesadillas, a regular size one could have been made and they could have explained that it was equivalent to three child size ones, then rang it up that way. That would have been a better customer service experience and solution then telling a customer you cannot make them an item in-store that can be ordered online. Bad way of business Chipotle! Then while ordering the remaining items the employees were not even paying attention to what my husband was asking them to put on the items. He was given nasty attitudes from the employees when he asked for his tacos to be individually made and wrapped because when they are made together, they always stick together and tear. My bowl was like soup from all the black bean and tomato juice that the bowl was actually very weak. They need to also rethink the way they make their guacamole. First it tasted like bananas. It was very stringy and besides bananas, had no flavor at all. The food used to be very good, but I can say that this is another chain that has let themselves go and falls disappointingly short on quality and customer service. I feel like with reading through all the reviews that it really doesn’t matter to Chipotle what is going on with their stores, how badly the customers feel about how they’ve been treated, and the quality of the food their customers are paying good money for. And Chipotle isn't cheap! Because with ever review there is a very generic response from whomever reads them. It’s not like they really care to do anything about it either because as you can read, most of these reviews have come in in the last 6 months to a year, with no change. If you are seeing a partner in the poor service customers are receiving from a location, I would think that someone would send corporate reps out to see why that is and to help make some desperately needed changes. Also hold those whom are supposed to be overseeing these locations responsible, whether it’s store, general, or district management. Obviously someone does not care about their job! Best advice I can give to anyone thinking of using this location is DON’T! Go elsewhere, another location maybe, or even go to Qdobas. They are two more miles up Ritchie Hwy and they have amazing Queso and the chips are never stale. They are quick too! Chipotle needs to either change or close these locations that are failing...

Attached is some of the chat response that I endured ; as well as the receipt . The one thing I can say I was in and out of the restaurant.

Usually I do mobile orders; but I feel when you do the mobile order, they don’t give you the same PORTION sizes as they would if you went into the restaurant and ordered personally.

It really didn’t dawn on me that I paid $31 for just ONE burrito 1/2 chicken 1/2 barbacoa. I didn’t realize until I got home and was about to throw the receipt away, just for me to realize I had been overcharged. I was charged for one Chicken burrito & one Barbacoa burrito . I did get guacamole on my burrito, also a side of guacamole and chips ; so it really shouldn’t have been less than $22 .

One I realized it I contacted support though the app and they kept giving me the run around . I ordered on the 2nd of February. Talking to Support, the woman told me that I may have to go through the chat process again because “their system was down”. At that point , why are we still going back and forth on chat if you’re basically telling me I’m wasting my time if you can’t give me my refund.

Today is the 8th of February; and I have been reaching out to them thru email and support and talked to at LEAST 5 different people and still nothing . Been contacting them since the 2nd when the order was placed .

The woman in the screen recording then tells me that too much time has passed to give me a refund; but wants to give me a free burrito; why the hell do I want to go back when you all are neglectful to your customer?? Having to go back and forth just to get the service that I should have gotten on the 2nd when I placed the order was frustrating.

I really don’t plan on going back to Chipotle in general & looking at other reviews at this location ; I’m clearly not the only one going through this .

Y’all need to do better . Because it’s clear that you do not care about your customers ; whether they order online , in store , and through technical support . Just another...

07/31/2021 Uodate: So the store now allows in store ordering so I figured I was safe to give this location another chance. When I tried to order Tacos, the exact same way I have always ordered Tacos, the employee proceeded to tell me that rice and beans do NOT go on a taco and would NOT give them to me even though I repeatedly asked her to add them. She instead got angry at me and went on to help the next customer. I could not believe how rude the service was while expecting me to just move along and take an order I was clearly and repeatedly asking for a specific thing that I have always been able to get. It should not be the decision of the employee what I order. This experience was absolutely absurd and I will not deal with that again.

The food is just like at any Chipotle, so if you like it, it's great. The issue here is the pickup. I've done this a few times so I know it's not just a one time hiccup or new challenge issue. When you go to pick up your order, you have to wait outside and try to figure out their process that is trying to happen (it didn't appear that you could even order at the location/you had to order ahead). One employee comes out and says the name of who's order they have. There's been about 20 people waiting each time, all trying to hear who's order it is or figure out how everything is supposed to work. It is really, really bad. There is no employee or even no sign says what you are supposed do or how things are working. And even with ordering ahead and going at the pickup time, I waited about 20 mins each time for my order. It is just an absolute mess that could totally be remedied by the tiniest attempt at organization...