Chipotle Mexican Grill — Restaurant in Monroe

WORST experience at a Chipotle in the United States

The line was nearly to the door and I observed the service team as I waited. At almost all Chipotle’s I have been to across the United States there is a sense of urgency and engagement from the employees that makes a long line be served promptly. As I waited, I started to notice there was no music playing and the place was dead silent (like the team members in the service line). Two team members worked the food line with no sense of urgency as the line grew. A man stood next to the cashier and laughed about something as the the line continued to grow. There was ZERO leadership and the entire crew paid NO attention to the hungry customers as the line only continued to grow..

After 20 minutes of waiting I finally was met by a less than energetic woman who wiped her nose with a napkin and did NOT change her gloves. I respectfully asked her to change her gloves and she did. I then asked if the manager was there. She pouted down the line and I was shocked to discover it was the man bagging the food. This man had no sense of awareness or care for the customers. I stated to share my concerns about the operation and was met with excuses. I was done with the experience and requested someone with more authority to voice my complaints and concerns.

As a woman come out from the back office I shared my observations and the lack of speed of the team wirh people just standing around. She looked me in the eyes and told me, “If you walked in and saw a dead environment and long line you could have left and gone somewhere else.” I was shocked by the utter disrespect and lack of professionalism! I was given an 800 # on a sticky note and disregarded as if I was not there.

What in the world has happened to customer service?! What kind of people is Chipotle resorting to hiring?! If I treated customers with the level of disrespect, apathy and coldness I received tonight I would be terminated immediately!!

Since the pandemic I have noticed a SHARP decline in customer service. It’s time for the public to talk about this and refuse to tolerate apathetic and disrespectful service!!

It is time for the franchise owner of this location to invest more into quality training in customer service 101 and to seek out better talent. Since your employees refused to hear me out and take care of me tonight, I hope you personally care to reach out and make this HORRIBLE experience right for the world to see Chipotle...

I usually love Chipotle. I’ve been to many different locations without issue. We went here on June 1st, 2025. We arrived around 1pm and waited in line, and as we got up to be the next in line to order, a worker came up, said “excuse me” (nicely) and placed a printed out sign that said that location was only taking online orders, right in front of our faces on the glass in front of the food. She then walked away. My husband and I were baffled and sat down, and placed an online order instead and had to wait over 20 minutes for our food (for two people) when we had literally been next in line. As we were sitting waiting for our food, a worker (not the server) shouted saying something like, “The dining room is closed. We are only taking online orders. The only people I’ll let come through the line are these gestures.” She was rude and the situation was handled very poorly. They didn’t even take the orders of all of the people in line, they just took orders from some of them that were next in line. Everyone else had to either place online or leave. It was very unprofessional and not handled well. If they had circumstances that were out of their control, it would’ve been nice if they had said something. I have worked fast food and this was just inconsiderate to the customers. I understand if you have a bad day but this was handled poorly. The employees were flustered and stressed, and some customers were upset as well by the “online only.” I don’t wish for anyone to be fired or anything. I felt this should be told so it can hopefully be handled better in the future for other customers and so that the employees aren’t put in this kind of situation again either. Thank you for listening, I hope you have...

This monroe location is awful they are the most unorganized business I have ever been in. What is the point of ordering online and paying online if you order your food 30 minutes before your pick up time only to get there and wait 45 more minutes and then check to see what the hold up is and the young man says we are gonna start cooking it right now! Excuse me, I ordered online over an hour ago. Then not to mention there were like 15 other people in the pickup order line waiting for their orders. they also had been waiting for over and hour. There just seemed to be extreme chaos they had help and employees I just do not know whether the manager did not know what their job was on how to designate responsibilities to the staff or what. Then the counter where the food was being prepared on the line was an absolute mess bits and pieces of food everywhere they were not wiping it down in between orders I mean I can not stress on what a mess this whole place was. I do not recommend this place at all it is not like their commercials say they are about fresh made guacamole and fresh bar items at all. Please do not get me wrong either I do not run around writing bad reviews everywhere on the internet but that is how mad I am about this place. I missed 2 hours of work picking up lunch for my colleagues and I had prepaid and the manager said she could not cancel order and refund my card because she did not have access to how I paid online it made no sense at all so I had to wait even though they had not even started cooking my food an hour and half after I ordered online. This place is a joke Don't waste...