Chipotle Mexican Grill — Restaurant in New Bern

I don’t normally ever leave bad reviews, but my experience tonight was very frustrating. I have just gotten home from several nights in the hospital and all I wanted was chipotle. I ordered a burrito bowl through DoorDash. DoorDash did an excellent job of delivering my order earlier than estimated still sealed by the Chipotle staff. When I opened my order, key ingredients were missing including one that I paid several dollars extra for. I would not normally leave a review for that because I understand that things happen. This review is in no way directed towards the staff at this location. I’ve run several successful businesses in my career and I absolutely want to know when my employees made a mistake so that I could make steps to make it right with the customer and check to make sure my process didn’t need to be updated or retrained to help ensure that things like that don’t happen again so I was just going to call the location and let the manager know that the order was missing ingredients and see if they would allow me to send someone after them as I can’t drive myself at the moment. The point would never be to reprimand an employee. When you call the location, an ai assistant answers and asks you what you are calling for. First I said that I was calling about missing ingredients from an order and it asked me what kind. When I said it was a DoorDash order, it immediately said that all issues needed to be taken up with DoorDash. It names issues, but missing items is not listed as one of the issues to contact DoorDash about. I find this strange because the issue is not door dashes fault in any way. Those orders are sealed by the staff at the restaurant before they are picked up and delivered with the seal still in place so any missing ingredient in a bowl is not door dashes fault at all. The assistant then would just repeat the same statement over and over again when I tried to explain which would be incredibly rude if it were a real person doing that and just because it’s an ai assistant doesn’t mean it’s not still equally rude. I called back and said that my issue was with a pickup order to see if I could get a real person on the phone that way and it told me that I could not be connected with a person at the location and to sent a message to support through the online portal which would not be answered right away. I wanted to just speak to a person and it again refused to let me do that and again just rudely repeated the same exact statement for anything else I asked. This is a terrible approach to customer service. I just feel like this is an incredibly irresponsible way to handle an order with missing ingredients especially because one of the missing ingredients was paid extra for and its absence changes the entire thing into something that I don’t particularly want to eat. I would have gotten someone to go there and pick up the missing ingredients for me, but they have set this whole process up to make that impossible to do in a timely enough manner to even make it worth it. And I’m not going to ask someone to drive over there before I knew what the outcome would be. I’m incredibly disappointed in the customer service interaction, not the missing ingredient and I would not have left a review for the missing ingredient at all. This rating is in no way directed towards the staff at this location because I understand things can happen especially at the time I ordered. This rating is solely for whoever in corporate implemented this incredibly frustrating and...

I went to this place first off my first time gong to this location and was craving chipotle, was looking for a way better experience. This place needs some serious work starting from the manager. Her attitude and demeanor was the absolute worst. Spent my 20.50 on food that should have left there. The chicken was burned I asked the guy that was fixing our food is that all the chicken they have. So he went and put fresh chicken that they didn’t put out yet and placed it over top of the burned chicken that he never took off. I asked him are you not going to make it fresh like I don’t want the burned chicken that looks like it has been sitting there and looked hard as well. He said it’s just overcooked I said why would you mix my fresh chicken with the burnt chicken. I said info not want that I want what no paid for . He threw it in trash and then the manager looked snobbish and said did you just throw it away and said next time when you do something like that and throw it away let me know before you do that. She didn’t even acknowledge us there nor apologized for what happened. And the guy used the same spoon that he had used for the burned food instead of getting a clean spoon for the new chicken. Too much cross contamination at this place. They need a new staff and new management before I will ever consider giving this n place a shot we couldn’t even enjoy our food because it was not properly made. If I could give 0 stars I would. This place is a joke. Don’t even try to send feedback on chipotle website all they say is sorry for your experience and that’s it. Spent my money for a waste of trip. Will not be getting anymore of my money. I’ll go to QDoba before I give...

This is my 2nd time coming into this location, I’ve already submitted a review through chipotles website but I want this to be public. First time was a great experience with Sean, which was like a month ago. I came in today with my friend and Sean had started our bowls for us first then we moved onto Antonio helping us out. Antonio scolds Sean and asks him, “are any of these double protein?” Sean says no. Antonio said something to Sean and it was along the lines of making sure the portions are right. Antonio then says something under his breath and I ask him what he said. He said “I was saying “it wasn’t about you, he (Sean) is just doing a horrible job” and I said “no he’s not. He’s always been great” and Antonio replied back to me “he’s great with customers, horrible with-“ I cut him off and I said “and I don’t think you should be talking bad about employees in front of customers. I get to the register and the receipt on the paper says Aiden. I ask presumably who is Aiden, what both of their names were pointing at the red head with a pony tails name first, he says Antonio then Sean who has been the nice one. Aiden asks if there’s something wrong, I say “no Sean has ALWAYS been great to me”. I walk away from the register and my friend who is still in line here’s Aiden saying to Antonio “don’t worry you can’t get in trouble for that”. Both of them have displayed horrible customer service and what seems to be a hostile work environment for Sean. Neither of these boys should be up in the front with customers and that’s the main...