Chipotle Mexican Grill — Restaurant in Monroe

I am writing to express my deep dissatisfaction with my recent visit to the new Chipotle location in Monroe, CT. As a long-time Chipotle customer and fan, my experience at this new establishment fell far short of my expectations, and I felt compelled to bring these issues to your attention.

Upon arriving at the restaurant, I was immediately disappointed to find the cleanliness of the establishment below par. The kitchen floor, in particular, was visibly dirty and in need of a thorough cleaning. Given Chipotle's strong reputation for food safety and quality, such lapses in cleanliness are both concerning and disappointing. A clean kitchen is not only a matter of hygiene but also a reflection of the brand's standards and commitment to customer satisfaction.

Adding to my disappointment, I was informed that guacamole was unavailable. Guacamole has always been one of my favorite toppings at Chipotle, and its absence from the menu was an unexpected and frustrating surprise. While I understand that menu adjustments can occur, I would have appreciated prior notice to allow me to make alternative choices or adjust my expectations.

The waiting time for my order was another issue, with a lengthy 45-minute wait before receiving my meal. Such extended wait times are not in line with the usual efficient service I've come to expect from Chipotle. Timely service is crucial to ensuring a positive dining experience, and this delay was a significant drawback.

To compound the issues, when I tried to order a steak quesadilla, I was informed that it was only available for online orders. This lack of flexibility in ordering was both frustrating and unexpected. It's important that customers have the freedom to customize their orders in-store as they can online, and I was disappointed to find this was not the case at the Monroe, CT location.

I understand that opening a new location can present challenges, but Chipotle is a well-established company with significant resources and a reputation for excellence. It is my belief that every Chipotle branch, even new ones, should uphold the brand's high standards...

Try ANOTHER Chipotle..Purdy Hill Rd, Monroe, CT The staff here right on up to the rude offensive Manager is not worth your time! I put an online order in. Picked it up and got all the home. ALL THREE MEALS were completely wrong. Brought them back and asked to speak to the manager. A woman came out but would not identify herself. I told her that all three were made wrong. I asked how this could happen. She simply said..."we were busy". OK... so I asked if they could make them again and if they gave a credit for anything since ALL THREE were wrong and I had to drive all the way back for their mistake. She said no...they can make them again or give a credit. Then another employee said it's "THEFT" if they make the meals again and give a credit. THEFT??? I was APPALLED that she would even bring up the WORD "Theft". I AM NOT A THIEF, CHIPOTLE and shame on you for calling a customer a name. By this time the staff was talking about us and laughing while I asked for the General Manager number. They pointed to some silly card with a phone number that comes right back to the store. My meals were finally made again. I asked the staff to see the manager to get her name. I waited and waited but the manger NEVER came back out. These people are DISRESPECTFUL and I felt ridiculed for complaining about their mistake! I have complained to Chipotle Corporate about the DISGUSTING tactics of this horrible staff. Trust me, you don't need to be treated that way...go...

I wish I could give less than 1 star. This is THE WORST experience I have ever had at any fast food restaurant. I placed an online order just before 5:30pm for pickup at 6pm. I arrived at 6:05. There were five of us waiting for online orders. They hadn’t started making any of them. I waited 30 minutes for my order. I didn’t walk out of the restaurant until 6:30, ONE HOUR after I placed my order online. When I asked for an update on my order and told them I had already been waiting for 20 minutes, I was told that they had no control over the app. No one was in a rush. The line at the counter was wrapped around the restaurant too. The service was horrendous. The manager was just walking around and talking to people, not helping prepare any food or talking to any of the people who were waiting for their orders. Once I got home and opened my order, it was completely wrong. They didn’t give us the 2 bags of chips we ordered. And one of our burrito bowls had neither of the two salsas we ordered. Both of the bowls had about five pieces of meat each. I am beyond disappointed and I will NEVER come to this chipotle again. I’m not sure I will ever eat at chipotle...