Chipotle Mexican Grill — Restaurant in Maryland

My co-workers and I thought it would be a good idea to order from the Chipotle right across the street from our work yesterday at 3:00pm. We thought we would be able to place the order and then one of us would drive across arundel mills blvd., and pick up the order with no issues. I went over there at 3:30 (the suggested pick-up time) and proceeded to wait and wait and wait. Then finally get some sort of service from the girl at the register. She was incredibly rude and dismissive. I could not believe her attitude. She told me to wait while they prepared the food, off to the side of the line, then rang out 3 more customers, then said "okay, its $37.00" then I handed her the money. Then she left to the back without any explanation or receipt. Then a few minutes later returned and handed me a bag full of food. I asked her if she was sure this was everything on the order, and she just looked at me and then gestured to the next customer to come forward, and ignored me. So, I drove back across the street, and low and behold when I get back and we look through the bag, half the food is missing! My co-workers were livid. They called the Chipotle and asked to speak to a manager and they said the manager wasn't there but to call back tomorrow (now today). They said to just come back and they'd give us the rest of our food that we ordered and paid for. EXTREMELY INCONVENIENT! Now its been an hour at this point since I had made the original order and I begrudgingly go back a second time to get the rest of the food, wait for a parking spot, go it, wait in another line, get up to the register, and the cashier (Eustasia) was continuing to ignore me and act incredibly rude. She wouldnt say a word to me and Im standing right in front of the register, looking right at her, saying "Excuse me! Hello?!" No response. Then one of the women prepping food, saw that I was being ignored and came over and asked how she could help me and I told her what items had been missing from our order, she apologized and got the rest of the food made and handed it to me. I asked again to talk to someone in charge, a manager, supervisor, anyone and was told again to call back another day. I've never been treated so badly by anyone in any type of service industry as I was by this cashier....

Soooo... I want to start off by saying I love chipotle... However, this chipotle location is something else... I had chipotle two days in a row hoping for a different outcome, but it was the same... The first day I went, the staff making the orders were not friendly. They looked pissed like I was interrupting their time... Sorry staff, I don't mean to bother you, but I would love to place an order please... Anywho... Everything I wanted in my burrito bowl was 100% skimped on... Like not even a full scope of anything I wanted... And lord help me if I asked for a little bit more of something... I think the staff here make your food however they want to and take into consideration what you want... I literally said "no lettuce" and the home girl behind the counter literally grabbed a handful of lettuce and put it in my bowl. Like WTF. The lady that puts the lid on the bowl before handing it off to the cashier told the other staff member "she said no lettuce." They were about to start picking the lettuce out, which was starting to mix with my guacamole (that I pay extra for) and the sour cream. I told them to stop picking the lettuce out and told them I can do it myself when I get home. I mean I'd rather have my own hands in my food than the staff... The second day I decided to put in a mobile order... Literally stood there, in front of the cashier, for like 5 minutes after I had said I was there to pick up a mobile order. There was no one in line or even close to checking out so I don't know what the issue was... Again I said "I'm here to pick up a mobile order" the guy rolled his eyes and asked for my name... Then he took his dear sweet time walking to find my order... When I got home, the portions of things I got were 100% better than when I had ordered in person... However, there was lettuce in my bowl again... And I know I didn't ask for lettuce... Like are y'all just trying to get rid of lettuce or what? Besides the above issues, things were just kind of underwhelming. Like I had whole bay leaves and stems of cilantro in my bowl. The chips tasted burnt and definitely were not seasoned with the lime salt that is normally on the chips. Guess this was the last time I'm having chipotle...

This location has REALLY been roughing it, lately... I've been eating here for years (and at chipotle for many more).

This location, for the last few months, seems to regularly be out of many options (out of meat, veggies, etc.). Recently, I've noticed a steep decline in the customer service, as well. It also usually takes me 20-25 minutes in the store to get in and out (speed of service is slow).

Tonight I tried to call ahead to see if they had Brisket, but the number was out of service. I decided I'd go in anyways.

I went in, and they were out of brisket... but I saw a lot of especially poor customer service tonight, including the mistreatment of a customer who had asked they remake her burrito because the employee dragged the bare burrito across the length of the countertop without foil covering it. I wouldn't care myself, but the response to it was really uncalled for...

They gave her a ton of rude attitude, flung the burrito in the trash, aggressively remade the burrito (I've never seen someone aggressively make a burrito before tonight), etc. And after she walked away, they were cursing about her left and right and complaining loudly enough for anyone within 30 feet to hear... it was inappropriate.

Between the decline in customer service, speed of service, and how often they're out of ingredients at this location, I will probably not be returning to this location again anytime soon.

There are simply better options closeby, and better chipotles not too much further away that I'd much prefer to go to.

Edit: been here a couple of times since making my review, and as of 9/2022, it might be a little worse. Service is... okay... but the restaurant is often dirty and has flies buzzing around consistently. Trash was piled so high in the cans I had to set my trash to the side of the cans with an employee sitting beside them. A break is fine, of course, but someone should've gotten to them by the time I left considering that it wasn't very busy. I...