Chipotle Mexican Grill — Restaurant in Medfield

I attended this Chipotle with high hopes. From the outside it looked very nice and I was excited that a new Chipotle was in the area. I had wanted to order a chicken quesadilla, however they made me order it online. I have never had that issue before, however on the website it says “online only”. I had also gotten burrtio bowls and they did not put the top on it correctly so it spilled all over the place. I got my quesadilla fairly quickly, however it consisted of mostly chicken and only a tiny amount of cheese. They also had put the wrong type of chicken in my quesadilla so it was very spicy. I had asked them to change it to the chicken I wanted, and they very rudely said that was the chicken I had ordered. Also, the soda machiene did not have lemonade like it said, instead it came out with just water. The staff was not very friendly and the tables were very dirty. I will not be...

I've stepped into the twilight zone. I enter this location to pick up an online order. My order is not on the rack, but no one is preparing said order. No other customers are in the store, but all the staff is standing still at their station.

Neither my presence nor my order ticket has inspired action. A manager finds the floor with the cash drawer, and people start to move. At a glacial pace, mind you, but there is movement finally. My order is ready at long last, and I bring it home. The proportion of ingredients to one another is unlike any bowl I've had (what looks like a $20 bowl of white rice with a couple pops of color), and I suddenly remember that I had been to this location before.

It wasn't a dream. I'd been there before, and they'd forgotten several components, but I had already gotten home. Fool me once, shame on you. Fool me twice,...

Missing orders, out-of-ingredients, inconsistent services, messy restaurant, and poor service - this location can't get it right.

I tried to give the Medfield location time to get over the "growing pains", but they just can't get it together. I've been going to Chipotle since August of 2000 (yes, old, I know...), and this is hands down the worst location I've been too...and it's not improving. I'd estimate that 50% of the online order I've placed are wrong or missing items.

For example, today I ordered ahead 30 mins in advance - the order was not ready, nor did they have a record of it, and they were out of key elements of the order (carnitas, cheese, chips, chocolate milk), all available for order online. The volatility of business in Medfield isn't drastic, and the analytics available are able to provide strong forecast. Just...