Chipotle Mexican Grill — Restaurant in Maryland

My husband and/or I go here a couple times a week but after what I just saw, I’m not sure I want to go back. They aren’t perfect here. I have noticed they are a bit slower than other locations and they seem to make more mistakes. But mistakes happen. The problem is their attitude. I was waiting and noticed a very frustrated customer. He was a driver for a delivery service picking up food. Apparently they were out of something, so they put a note on the bag to see the cashier. I saw the note. It was written very small and in black and I don’t think I would have noticed it either. But the attitude on the girl “helping“ him was terrible. I heard him tell her that the note was written small and that it would be hard to notice it. She said “OK well...” and then walked over to an employee at the counter, whispered something to her, and then they both looked over at him. It was obvious to him that they were talking about him. It was the most unprofessional display I’ve ever seen. Frankly, wouldn’t it make more sense to just tape up a note with the customers name on it? Then there is no chance that the Driver or customer will walk out the door not realizing something is missing. He was far more polite than I would’ve been. She probably would have lied but I would’ve let her have it. It’s a convenient location for us but I would never want to be treated like that so I think we will find another place to call our “usual“. The issue was no big deal but the attitude was a big deal. People need to learn what customer service means. Edit: This is Jim adding a note. I use Doordash and most of my drivers do well. We’ve had a few that weren’t great. But this store is very poorly managed. I ordered and the driver who I had before, middle aged man, was great. He text me after 15-20 min to let me know he was waiting but they were busy. Then again in 15-20. I called Doordash but they won’t let you cancel so, since I’m not far, I drove there. The driver recognized me because he delivered to me a few weeks ago. The place was a madhouse. They were moving the line along well so if you walked in, you were out in 20 min. But the customers who either ordered through a delivery service or online for pickup were all waiting about 1 3/4 - 2 hours. No kidding. Chipotle management had only 1 or 2 people in the back walking these out one at a time, running almost 2 hours behind. Those are your customers too. Even if it’s a driver, your customer might be feeding their family at home and you have them waiting an hour and a half. This is a horribly managed store. I though an experience I had at Forest Hill was bad. This was worse. Chipotle has some serious management issues and employees with attitude problems. I think we’re done...

I’ve been to this to this multiple times but today I realized they are falling apart. When it was my turn to order I asked the server for carne asada since the containers was empty. She said it was still cooking so I told her I didn’t mind waiting for some more to be ready. She didn’t say anything, she just proceed to take my bowl to the back (where I can’t see) & comes back laughing hysterically. She didn’t say a word to me when she came back either, just laughed. At first I was confused so I asked her what’s wrong? She just pointed at my bowl and I saw there was steak there. I didn’t know what to think about it in the moment. I don’t know where the steak came from because it wasn’t from the grill. I realized later on that the reason she was laughing was because she gave me cold/leftover steak….

I don’t understand how someone could do that. If there wasn’t any cooked steak that was going to be available soon why not just say it? I would’ve just picked chicken and that would’ve been fine.

Also, they seemed to be understaffed this day so when I got to the register there was nobody there. This server just stood there doing nothing, waiting for the girl tending the register to come back instead of ringing me up. Once she came back, her coworker even asked her “why didn’t you do the register?” to which she responded “It really doesn’t bother me anymore.”

I was shocked by this response but I honestly just wanted to go about my day. This girls customer service is just repulsing and completely disgusting. Her behavior was uncalled for. She clearly does not care about her job, teammates or customers. I really hope chipotle can get better staff because the customer service right now is 0/5. If I could give 0...

My husband and I ordered on the app (2 burrito bowls), which we were glad for because when we arrived to pick up our dinner, the line was stretching out to the door. We went to the register and let the cashier know we were there for pickup. She informed a coworker who then went to the back to get it for us... or so we thought. She was back there probably 5 minutes, and then came out with someone else's to-go order. Then another person's. Then another person's. We asked her how much longer it would be, and she said, "It's on its way up!" So we waited and waited some more. We asked again and a different employee went to the back to check on it, and then came out and told me they were making it right then. So... they lied the first time? We waited. They gave another to-go order to another customer. By this time, the person who had been at the back of the line when we arrived was paying; it had been well over 30 minutes from the time we ordered. We asked again, and the person walked to the back, and then came back out and tried her hardest to avoid making eye contact with us as she began stocking the hot bar. We waited, feeling like we were in the Twilight Zone. By this time, we had been in there over 45 minutes. Then they told us they couldn't find our order and that they would go ahead and make it. I told them this was ridiculous and that we just wanted a refund so we could go elsewhere. The manager chimed in and said they can't refund app orders. So we were just held hostage for almost an hour by two burrito bowls. We filed a complaint online and the corporate office called to apologize and sent a gift card for 2 entrees. I'll still...