Chipotle Mexican Grill — Restaurant in Middletown

After a long day at work, I did not feel like cooking dinner. I went to the Chipotle website to place a delivery order. This is a feature that is available on their site but they do not want to take full responsibility. Then, don't offer it. I didn't go to Uber. I didn't go to Doordash. I went to chipotle.com at Middletown and I chose this route for a reason. When the food was delivered, I opened the bag. Similar to others, I ordered double meat because I would like to have a bite of chicken with each spoonful. The food portion does not honor the extra dollars they charge. The large chips and dip is not an appropriate serving. However, my real issue is the burnt chicken. I was prepared to remove a few pieces and not think anything about it, but the whole bowl included burnt chicken. This was not acceptable. For my first attempt, I contacted the phone number on the site and I could not get through to anyone. I used the chat feature and it did not work the way I hoped. Finally, after hitting 0 approximately 25x on my phone, I was transferred to someone at the location. I told her about the poor food quality. I told her this was a delivery. I told her that I stayed in a town over from their store. She advised me to call the 1-800 number or come to the restaurant for a refund. I had to get dressed, get in the car, drive from my rural town and deal with rush hour traffic. For me to go through this ordeal, the lady tried to only refund a portion of my price. If you say refund, I expect a full refund. Do not make me go through this effort and think you are going to get your way. If you cannot refund me the full price, you are going to give me a gift card, some chips/dip, a drink or something. That is just basic customer service. I showed up with everything I purchased, including the burnt chicken in a paper towel for you to see I was not BS. Take responsibility. Don't get mad at me. Put yourself in my situation. If you are a young woman that orders a meal after work and it's burnt upon delivery, what do you expect? If you have to drive at least 25 minutes after utilizing delivery per a restaurant's website, consider the inconvenience. Instead, I have to argue with this lady. I show her the food and she can clearly see that I am not exaggerating. I cannot eat this chicken. Whenever, this bowl was made, the person could clearly see the d* chicken was black. That did not matter to him/her. These young people don't care. The whole restaurant was comprised of a bunch of young people standing around, not doing a d* thing. And, you mean to tell me the fact that I show you poor quality food is not worth making me whole. Don't worry about me coming back. Take note of the feedback from more than 500+ reviews. Look at the score and do something to make the store quality, food quality and customer service...

Early afternoon manager lost my business. I have been frequent to this chipotle for 4-5 years. Always loved it. There’s a new manager whom is an African American man, I expressed concern for my last visit stating that my food was prepared terribly. He began to interrogate me on this guy occurrence in a guilty until proven innocent style, which was mind blowing it’s a $9 burrito brother, not trying to scam you out of $9. Anyway, I answered the questions he asked and the end result was him saying that they’d pay more attention to the food and he was sorry that had to happen, then turns around and walks away. I then ask the lady if he was taking care of one item due to the mishap on my last order, she said he probably won’t, I proceeded to ask her to grab him again. He then looks over with an irritated look, slowly walks to wash his hands then walks over and asks me “what the problem is” I explain to him that the right thing to do would be to comp one of my items. He says that since it was a couple days ago that he can’t do anything for me, I told him it was okay and that it’s really not a big deal, that I was just looking for the right thing to be done, but charge me full price no worries. Responds with “maybe I could give you a little discount or something” I repeat it’s all good ring me up. “ He then plays with computer for no exaggeration 2 minutes straight then goes “I put it under my name” and walks away. The cashier lady was embarrassed by his attitude and unprofessionalism and threw a bag of chips in my bag and did his job on apologizing to the customer and showing true customer service. All of his employees seemed on edge while working under him and it’s simply due to his bad attitude. This guy does a terrible job representing what Chipotle is and creates a hostile environment for your storefront and the energy your team holds. Strongly recommend replacing...

I could write a novel with all the bad experiences I have had here. I seriously advise against ever visiting this location. Don't expect them to have any ingredients left after 8pm because they are out and will not be restocking, even though they close at 10pm. They start stacking the chairs on the tables and mopping around 8pm, making them appear closed. They have even started stacking chairs on tables with people actively sitting at them.

Do NOT doordash from this location-- they do not update what they are out of online, and if you pay for a side, they will not warn you that it isn't coming and will not refund you.

The last 5 times I have been there I have gotten the exact same thing and it was a different price every time. Once, I got an entire avocado pit in my small side of guac, meaning I barely got any edible food. The last time I was there, the server gave me half a scoop of guac, and when I asked for a full scoop, she tried to charge me extra. She showed a manager who agreed that the first scoop wasn't enough, and yet she still charged me for double guac. The fajita vegetables (on the rare occasion they still have any) are always burnt and they will scrape them from the bottom of the serving cannister to put them in your bowl. All Chipotle locations have pretty small portions now, but at this location, you should NOT ask for more unless you want the staff to roll their eyes at you or shame you. This is seriously the worst location I have been to, and I have started driving to the Hurstbourne location because this location is no longer worth even trying.

I keep going back because Chipotle is one of the few places left with whole ingredients, but this location has done its very best to assure the worst customer...