Chipotle Mexican Grill — Restaurant in Mentor-on-the-Lake

Please don’t waste your time here, 306 is the best location!! Make the 10 minute drive to 306 and I promise it will save you in the end. We ordered on the app, said our order was ready within 4 minutes, we waited 10 minutes in line, got to the window and the employee said they were out of chicken and we had to wait. We waited another 20 minutes for our order, got home and they had given us the wrong order. Went back to the store and explained what happened to the employee at the counter, without saying a word she took our bag and went to the back and started helping other customers. After waiting another 10 minutes, I asked for a refund and she said “I don’t know how to do that” so I asked if there was anyone at the store who could help. A very friendly employee came to help and while she was refunding me another employee came up with our order and rudely said to me “your order was back there the whole time so just take it” I said well they originally gave us the wrong bag and she said “ok well your order was back there they gave you the wrong bag so it’s here this girl was at the window waiting when I went to the bathroom” I said ok no one has told us and this was an hour ago. The nice employee told her not to worry and ended up refunding us our money. We left and ate elsewhere. I have experience working in the food industry previously and this is horrible customer service, arguing with the customer and offering them food that’s been sitting out for over an hour is so wrong! I wish I had the employees name who helped us with our refund because she deserves all the greatest things to happen, she told us this wasn’t her normal store and apologized for everything that happened. We would have been happy if the first person would have simply remade our order and we never would have asked for our line back. I hope this store turns it around with how...

I have given this new location 2 chances and have had the same problem both times. They don't know how to wrap a burrito, it always falls apart. The first time, which was closer to their opening, I thought it might be a lack of training. There were 3 young workers in the front of the store and nobody who seemed to be in a leadership role. When the girl wrapped my burrito, it was immediately falling apart, so I asked for an extra tortilla and re-wrapped it myself. Being a new store, you would think that management would be involved in the hands-on training of the staff. The second time I went, there actually was somebody training the person who wrapped my burrito. The leader specifically showed the worker how to wrap a burrito for the person directly in front of me. However, the young guy who actually wrapped my burrito wasn't even looking when he was being taught. Then, instead of staying to make sure the younger worker did it correctly the next time he tried by himself, the leader just walked away, the guy wrapping my burrito did not do it the way the person just demonstrated to him, and my burrito was messy and falling apart. So that's on the workers for not paying attention to their training and the management for not following through with the...

If this place could get no stars it would. My husband and I were picking up a door dash order because we are trying to make extra money and he stood inside for nealry an hour just waiting for the order. They didn't have it made. ZERO communication between employees and employees and customers. Absolutely ridiculous. They started making the orders for door dash because there were a few they got, then all of a sudden a bunch of customers came in and they just completely stopped making the door dash orders (the second door dasher left because of it) and started waiting on the people that walked in. The order was supposed to be picked up at like 630 and they didn't give it to him until after 7 20. The people that ordered their dinner didn't get it until 7 40. You people need to be retrained correctly or hire new employees that are better than this. We definitely will not be patrons at this restaurant. We definitely do not recommend this place to anyone because you'll starve to death before you get your food. In all honesty, even though we have not eaten here, opening this location seems like a...