Chipotle Mexican Grill — Restaurant in Medford

Entered in at about 8pm the other night, went to order some crispy tacos and the kid started making soft tacos. So I followed up with crispy to the employee he looked at me and said rice or beans. I looked at the employee next to him and said can you help me since this guy didn’t understand what crispy tacos were. She ignored me, then I asked for lettuce, the kid replied “No lettuce”,while there was a big bowl at the beginning of the line. I said isn’t this lettuce? He looked up and said yes but it’s not for sale. Now I’m getting impatient because as I’m holding the line behind me up while the manager passed by and heard me asking for hard tacos but realized that he was making soft tacos. She spoke to him and Spanish and proceeded to show him. Now thinking the manager was going to take over worked shoulder to shoulder with him on the line. Me now being happy someone was stepping in that would help me. So I started talking to the manager and she got me the right tacos, I asked for lettuce she said okay. So now I was really confused cause I thought there wasn’t any lettuce. So now I’m finally got it sorted out I went to ask for a 4th item, although the meal I was getting was only allowed 3 items which I didn’t know.. that’s fine, so I asked to pay for a side of one of the items instead so I could get all 4 items. She said she doesn’t sell side items. I said your website does and just said she couldn’t no reason why. So now I’m at the end of the line with not everything I wanted and got such a poor experience from service, general communication, and doing best for the customer. Sadly I left as I was beyond annoyed and exhausted with everything. Won’t return here...

We love Chipotle and spend a small fortune patronizing their business. However, We will NEVER AGAIN have anything to do with the Medford Mass (Fellsway / Wellington) location!

Every single time we order from this location they get the order wrong and it's never ready on time as promised! The staff on hand is always polite but just can't get the job done as promised. Management seems to hide in his or her office and ignore this!

Today, was the straw that broke the camels back. I asked to see the manager. I never do this but I wanted to speak to him or her and find out why I always have issues at this location. The manager told the cashier to take my name and number and next order was on the house. I politely declined the offer. I simply said don't bother. I'm not coming back! The cashier had a sad look on her face as if she did something wrong. I made sure to tell her that my dissatisfaction and frustration was not with her but the Manager.

The back story; The order was supposed to be ready at 5:30pm. I arrived late at 5:40pm and the order hadn't even been started yet. I'm a very reasonable person but if you have an online order App for this purpose , it only makes sense to fulfill your end of the deal. Then I was told they were out of chips. I asked for a refund on the chips since I pre paid using the App. They informed me that they were making more chips and would only take a few more minutes. After 15 more minutes I finally got my chips. But after I got back to the car, one of my kids reminded me of how many orders of chips we actually ordered. Sure enough they screwed that up too! I've had it with this location! From now on it's Davis Square...

This was my first time coming to this location. I’ve been to many locations in many states. I tried to order a kids cheese quesadilla and was informed that I had to order it online and couldn’t order it in person. This made no sense to me. I ended up getting myself a bowl and my kid something somewhere else. The food was okay. The employees were okay as well. The dining room was messy. Nothing special about this location.

Update: I gave this place another chance on Friday 4/1. This time, the manager actually made the cheese quesadilla for me. There were many people waiting in line for their online orders. One lady said she waited for 40 minutes and the manager told her he didn't see her order that someone must have taken it so they remade it. The pinto beans looked so dry and the steak was very chewy. The cashier was very slow backing up the line. When I get to him, I had to remind him to get my kid his chocolate milk. The kids's plate also comes with chips or fruit. I asked for either/or and the cashier said I didn't charge you for that. Instead of going back and forth, I paid and left. This place does not run well at all. I'm not sure what the issue is, but they need to fire everyone and start with a new staff and new management or close for a while to retrain. I also noticed that they are closed on Sunday when every other Chipotle is open 7 days a week. After giving them two chances, I have decided...