Chipotle Mexican Grill — Restaurant in Mentor

This chipotle is an absolute joke to say the least. The past couple times I’ve gone the experience has been straight horrible. The first experience I ordered online and selected to pick up in the drive through, after waiting in the drive through for over 20 minutes I get to the window and wait forever for someone to even come to the window despite there being several employees standing by the window; one looking at me eating chips instead of helping me. Finally someone opens the window and says my order still wasn’t complete and I have to come inside. At this point I was quite frustrated as anyone would be but I went inside then proceeded to wait another 15 minutes upon being told they were out of more than half all the ingredients and instead of doing something about it and making more the employees were just gathered in the back laughing and looking at each others phones. Eventually after eons I get my order and leave angry just to get home and have it be the complete wrong order! This chipotle location is by far the worst in the area, the sheer incompetence of the employees is just insane. I don’t understand how it’s that hard to put toppings onto the two pieces of meat they give you which is barley an exaggeration the portion sizes alone should close this place down. The second experience I ordered online once again and this time selected in store pick up because of what happened to me last time. I get to the restaurant and proceed to go inside just to realize the doors are locked! It was 9:30 at night but the location closes at 11:00 and it states no where online the lobby closes early, that’s because it doesn’t. The employees must have been so backed up they had to lock the doors. I stood at the door waiting so see if an employee will notice me which one does but doesn’t come to the door, he just looks at me and walks to the bathroom. So with no choice I go into the drive through with no other option and once again the drive through is completely packed. After nearly 20 minutes once again I get to the window and only wait a few minutes and get my food. But this time I noticed only one employee running ragged filling orders by the window. I politely asked where is all your help? She said there was only 4 of them working that night so they are struggling. It makes sense they are struggling when only one person is filling orders and everyone else is no where to be found! Who knows what went wrong here lack of management? Lack of motivation to work? Who knows but someone has to do something immediately this place can’t go...

Place an online order went to location to pick it up. I was told no order for my name [they did care to look for confirmation number at all]. So they told me must be at a different location. So I pulled out of line and contacted my wife to verify store location. She sent me confirmation for the Reynolds’s rd mentor location. I waited back in line for online order pick up window. Since it was now 25 minutes after y pickup time I asked if food was still warm which it wasn’t. Manager said it’s fine it was just done and pushed it out the window. I asked to talk to manager he refuses to talk to me. I called into store manager said I already talked to you which was a lie. I waited in line for 40 mins and no one could talk to me or help me. My wife called in to ask for mangers name he said none of your business. Employees refused to wear mask during a pandemic which is killing thousands[have pictures if needed] also food was cold. Manger said food is already in your car not my problem. Wife told him when it’s pushed in you vehicle hard not to [this over phone] so I left the food there after 40 minutes of waiting on an under qualified manger who escalated the situation making it worse than it had to be. Then not having the just simple humanity to answer a single question or answering the phone not knowing who he was talking to telling them they don’t need to know his name. If that’s chipotle is about and how they train there mangers that is horrible and seems like this review with photos and videos needs to be shared so people can see how...

This place is horrible. Food is never ready . Lines are always long. There is NO team work or coordination. They need new staff and management. I’ve been to several other chipotle’s and they do NOT operate in such disarray. Go to another chipotle!

Nov 2022, placed order online missing items. Called to speak to manager which he said he was NOT giving me his name . Asked for partical refund as my food was getting cold and would be cold when I got home if I went to get beans. Didn’t offer to remake food if I brought back. I was being treated As if I didn’t something wrong . My beans missing was out of my control and only in theirs. Then said I’m gona call corporate he laughed said ya good f’ing luck w that and HUNG up on me . This is the manager representing your business wow I will never go back there unless you get new management. Who ever is working sun 11-6@ 519 pm as manager should be relieved immediately he’s definitely in the wrong field he hates customers, is beyond rude, won’t give his name as the manager. Just wow needless to say I ate NONE of my food as it was cold and I was so upset . Literally through 10 $ in the trash . Thanks chipotle for your horrible management, rude staff and nothing being resolved.

Spoke to the customer service number at corporate absolutely nicest people . Corporate customer service you...