Chipotle Mexican Grill — Restaurant in Mount Pleasant

CLOSE THIS CHIPOTLE!! You will NOT believe what happened today! All of the other reviews you are reading are completely accurate.. Rude employees, disgusting floors, trash everywhere, 20-40 minute wait time for online orders after they are supposed to be ready, but what happened today I honestly cannot believe I witnessed. I placed my order through the app with Estimated pick up time for 12:50pm. I arrived at 1:15pm (which is standard for the food to maybe be ready). When I walk up to the door, there is a sign on the door saying "Online Only Today" .. After entering, there are probably ~30 people waiting and watching the food get made only from the small online food prep station, the main walk-in station apparently was down and no one knew why. I thought, of course mine has to be ready by now, and nope, orders from 11:50am were not even being made yet. Everyone sitting there watching one by one as the bags are dropped at the pick up area. The employees there don't even call out the names as they are dropping the bags, so everyone has to go up and take turns reading the name on the bags! One guy who was also waiting for his food started calling out the names because he knew what was going on.

It gets worse.. So we are all watching two people make the orders, and about 5-8 people in the kitchen making food. Not much else to look at, so I happened to notice a guy in the kitchen pouring freshly made rice from one big bowl to a smaller bowl and he used his belly and chest (no apron) as a backboard to help the rice funnel into the bowl..!!

Still waiting.. And of course, you cannot cancel the order in the store, you have to try using the chat AI "Pepper" (who does nothing for you, this has happened to me many time) so I know I just have to wait like the rest of the people, most of who had already asked at this point "I cannot wait any longer, can you cancel my order please?" .. "Sorry, online orders can only be canceled through the app. Corporate policy, nothing we can do here."

Another 30 minutes go by, and a guy enters the store (not having any idea what is going on) and he walks to the main line and one of the workers asks his order starts making his food! Not the guy's fault of course, he had no idea what was going on.. Someone could have said "The main line is now open, and we are going to start taking walk in orders" or something so the 30 people (clearly upset with the entire situation) knew what was going on.. Nothing.. The employee (same guy with belly rice) just starts making his order like nothing is going on. The food is made, the guy pays, in and out in like 2 minutes!

Naturally, some of the people waiting walk up to the employees and ask "What is going on, we have been waiting over an hour and you make that guy's food? Why can't you make our food from that line since we have been waiting over an hour?" (which makes complete sense.. make the orders for the people who have been waiting first). The answer from a different employee "Did you check the pick up area? It should be there." WHATT?? You think we have been waiting in this nasty Chipotle and didn't think to check the pick up area for our food for over an hour?!? ... "Why can't you pull the tickets from online and make those orders first??" ... "Cannot do that, corporate policy." ... You can imagine the frustration from all these people by now .. and no matter the question asked to any employee, all they said was "Corporate policy, nothing I can do, the online orders need to catch up.." etc. etc. etc.

People started asking for the manager, who was not there or willing to come out and help with people or anything else going on. Luckily, my order was ready at 2:13pm so I grabbed my food and left before anything worse happened. And guess what, my order was wrong.

It does not seem management of this establishment, or "Corporate" Chipotle read these constant reviews of the lack or service and neglect for cleanliness, so if you are reading this, please just go to a...

This is the absolute worst Chipolte location I have ever been to. I have loved Chipolte for many years and have been to several locations in many states. Still, I have never seen or experienced such a dysfunctional and absolutely filthy location as our Mount Pleasant store.

I have kids who like the quesadilla, so you must order these online. We went out on a limb and gave it another chance after about a year since our last and several very dissatisfying trips over the past few years. We had hoped they got their act in order, but unfortunately, if it was even possible, it was the worst, most horrendous experience yet. 50 minutes late on our order, missing sides, toppings requested, and no chips, which I PAID for, no ice for drinks available. They were unable to cancel and refund my order at the store. There were many of us all in the same situation, all waiting on our online orders while watching the two employees tending to the online orders, moving at a snail's pace, talking and cussing,  f-bombs, and all loud enough for customers to hear. With nothing else to do but watch the clown show in front of us, the line where they prepare the food was in utter disarray, caked with food and debris; ALL the tables and floors in the dining room and in the kitchen were filthy. Everywhere you looked, it was like a tornado had gone through. The employees who were at the front who take care of the customers who come in to order were literally standing doing nothing since there were no customers at several intervals. You would think it would be evident that they could and should help the two on the online order side by taking a few orders over to the main line to minimize our wait time. But no they just stood around talking, for goodness sakes if they have some crazy policy that they can't work on online orders for some reason, go pick up a broom and towel and start getting tables cleaned off.

I'm not sure who the owner is, but they should be ashamed that they "run" a restaurant the way they do. Please do us all a favor and sell this franchise to someone who knows how to run a business, puts customer service first, and takes pride in what they do. Do you even know what is going on in your store????? If not, it's high time you got involved and got things right. Clean house in more ways than one. However, you can't expect employees to take pride and keep a well-run store if the owner doesn't care enough. It all starts from the top.

I wouldn't be shocked to hear that this location shuts its doors like many other restaurants have done in the last couple of years. What a complete and utter shame.

Do yourself a favor and DO NOT go here. I will not...

We eat at the location in Mount Pleasant frequently. I picked up dinner order on Saturday evening. The chicken tasted burnt, both burritos ended up in the trash. I called and said I normally do not do this, but that was my dinner and it is ruined. I spoke with Emily who I was told was a manager. She said I could drive back, 40 minutes round trip or I could get a refund. I said I am not driving back, please do a refund. She said she spoke with James, the General Manager, who said I would need to bring the receipt and I would get a refund. I said I had to go to the post office Monday morning so I would come back then. I asked if that would work. Absolutely. I walked in at 10:30, door opened. I dd not realize they opened at 10:45. I asked for my refund and I was told that there was no manager there. I said I was told James the General Manager would be in, they said he is not the General Manager, he was just hired. So no manager? They are supposed to be here but they are not. I asked if they could call James and I was told that they did not have his number. The girl up front was very friendly. When I walked in another surly employee said he would help me. He told the girl to lock the front door and give me a refund. She said I do not know how to do either. He made a call and said they cannot do the the refund, Emily will be in at 3:30 and I should come back. I said you messed up my dinner you are not messing up my day any further. He said I should give him the receipt and he would take my name and someone would call me. I said my receipt is the proof, there is no way I am giving it to you. I asked the girl, doesn't Chipotle sell gift cards. I plan on eating here again, can I just get a gift card. She said she did not know how to ring it up. She called another employee at home who explained it to her over the phone. How is it possible to so poorly...