Chipotle Mexican Grill — Restaurant in Naperville

The complaint I just sent chipotle corporate:

This is not the first bad experience at this location. I chose something else because I couldn’t just pick one item that was wrong. We’ll just go over each section.

Incorrect order: Definitely almost was. The kid taking my order was severely distracted by her friends. I would ask for the next item and she’d ask if I wanted said item.

Small portions: No need to ask for a salad bowl. There is never enough lettuce at this location or something. If you ask for extra lettuce you get a few more shreds.

Food quality: Fajita veggies were extremely over cooked. Burnt is the proper word. I thought I had a piece of plastic in the food until I realized is was just a burnt onion.

The restaurant was out of an ingredient: Guacamole, might as well be called a unicorn. This location never seems to have it for some odd reason. Even on a mobile order it lets you put guac, get charged for it, and then it’s no where to be seen. I don’t know chipotle was into stealing these days. Every business in every different capacity is having supply chain issues, there is a way to go about that. Simply take it off your menu and kindly apologize in advance. The patrons at this facility would respect that.

Unfriendly team: Oh they’re friendly all right….to each other. They don’t really interact with the customer. They don’t even give you a total. They just say cash or card in the tiniest voice possible so you have to look at them crazy and ask for it to be repeated.

Slow service: The absolute slowest possible. You guys make the DMV look good! I’m sure this location is understaffed like many other places are, but some how the rest of the world muddles through it. I saw mainly young people working at this location. There’s no problem with that, but if they are working then they should be trained appropriately to do so.

Something else: This facility is probably dirtier and more unorganized than a truck gas station. It’s shockingly bad. This kid went to grab us cups, dropped them and proceeded to try and give us the cups. I’m not sure what was going through his head. Gross. I have given this location many chances hoping there would be improvement. But today was the last straw. Quite literally. Your staff was not sure if there were any more cups, lids, or straws. Again, if it’s a supply chain issue, suggest going green and doing away with them.

This location should be shut down. Those of us who live locally close to this location were very excited to see it so close by. But it’s been an uphill battle ever since. I’m not sure if it was ever any good.

On Google the rating is 1.8 stars out of 5. On Yelp the rating is 1.5 stars out of 5. Wow. That’s bad….that’s really bad. This one location is making your franchise look...

I went to this location last week and today around the same time 7:30-8pm. This location is severely understaffed. The young employees are all visibly frazzled and scurrying everywhere to complete orders. Last week there was one girl doing all the take out orders by herself. Her section was a total mess- food spilled on the floor, food all over the counter where she was working and she was not nice when I asked if my order was ready given that I waited 10 min past my “promised” time.

Today was worse. The place was very busy. My order was supposed to be ready at 7:50 via the drive through. There was a huge car line so I tried going inside instead to ask for my order that had been marked “ready.” Once again, all employees were visibly frazzled, running back and forth everywhere, and the food area was pretty gross with food scraps everywhere. I observed the register guy to be wearing gloves. He checked someone out and then proceeded to get back to the food station to help roll the next person’s burrito with the same gloves with which he touched the other customer’s credit card. There were about 4 other people in front of me waiting for their delayed pick up orders. At that point it was already 8:15 and I still hadn’t gotten my food. I leave the store, get back in my car to try the drive through again. I FINALLY get to the window at 8:20 and get my food. I’m missing a drink. I tell the guy, he says they’re out of what I ordered and offers me something else, (cheaper than what I had initially ordered so now I have an overpaid for drink that I didn’t even want.) I finally get an opportunity to eat. I ordered a steak burrito… what did I get? A burrito with all the ingredients EXCEPT the steak!

At this point I’m furious and decide that I absolutely am NOT going to even ATTEMPT to go back into that store to ask for a re-do because it could take another 45 min. I also ended up missing two sides. I worked 14 hours today and all I wanted was a quick dinner. Instead my entire order was messed up.

To the manager for this location- You need to do better by your employees. They need more staff to help during these busy times! Through the drive through window, I witnessed your young employees get yelled at by three other upset customers because they too had been waiting a very long time for their pick up orders. One of the employees putting orders together on the drive through side grabbed his head with both hands in frustration because he simply couldn’t keep up. I will never again return to...

TLDR - terrible customer service, untrained staff, bad management, unhygienic. Avoid this location.

I ordered online an hour in advance and went to drive thru to pick up my order. The guy at the window looked confused when I said my name and told me I have the wrong location. I showed him the order on my phone, 1315 S. Naper. The manager came over and said they don't have my order ready, and told me to come inside to have it made.

I go inside, and instead of prioritizing my missed order, they have me wait in line with everyone doing eat-in orders. There was only one guy on the food prep line who could not roll a burrito to save his life. He went through several tortillas and ended up trying to cram them into bowls, making a huge mess in the process, with food falling into the ingredient containers.

As the line builds up behind me, the manager steps in, and with dirty ungloved hands, wipes all the burrito slop away. He then proceeds to roll burritos with ungloved hands that just wiped up a mess 🤢Totally unsanitary! I saw another review than mentioned food poisoning, not surprised!

It was not that busy for peak dinner hour, maybe 5 - 6 customers, but the manager was having a full on panic attack. Everyone I interacted with was rude, irritable, and completely untrained.

All in all, it took 30 minutes for me to get food that should've been ready when I arrived. No "sorry about the inconvenience" or anything like that.

Will not return unless they get above 4 stars, too many other options...