Chipotle Mexican Grill — Restaurant in New York

The method of pickup during Covid is absolutely terrible. The customers have to cluster around the window and press their phones up against it so that the workers can see the order names. There are usually 30-50 people here and we all have to push each other around to get to the front so our order can be seen. This is very unsafe from a Covid perspective - you are putting your customers in danger just so they can pick up their food. I ordered my food at 6:00 PM to be picked up at 6:30 PM, but my food was only ready at 7:00 PM. Other people there ordered for pickup at 6:00 PM and waited past 7:00 PM. We all had to stand there in the cold as it started to snow, getting close to each other during a global pandemic, while the staff inside were smiling and laughing at the situation and taking their masks off. They were eating, drinking, and walking around slowly and casually while we were trying to get our food. They would look at a single name on someone's phone and then would stroll around looking for their order, which usually wasn't even ready yet. At maximum they would bring over 2 orders and yell at people to get away from the door so they could call out names and that person could jostle forward and pick up their order. There were about 30 orders inside the restaurant that were not being given to customers, probably because the customers gave up after waiting so long. When I finally got my food, it was completely cold. However, it tasted good.

Going to this Chipotle is just not worth it. It takes too long, the service is terrible, and the situation is just unsafe. I will definitely not be going back to this location, which is sad because before Covid, I went here almost every week, and even during Covid I went here often despite the terrible pickup situation. I have complained about it before but it has never improved, if anything it has gotten worse. The situation has been like this for months, and has only gotten worse. I would not recommend going to this...

I love Chipotle, the food, the ambience, etc. But this can’t be the case for this location. I usually stay away from writing bad reviews and at least give 4-5 stars, but my anger can’t be held for good. Amid pandemic, they chose to allow only online order through mobile app for either pick up or delivery. I preordered a pickup since I was close by. I waited till pick up time to ask for my order, and the security guard was gently enough to show me it wasn’t there yet. I was expecting it to be ready soon, but funny enough, that soon turned to be never I waited for another 30-40 minutes while people that arrived after me got their orders. My phone was dying and watching around I wasn’t the only who missed the order. People and delivery guys were shaking their heads asking respectfully but receiving no concrete answers or denials from the personnel. Toward the end, it was only the security guard doing the pick up guy, and no Chipotle employee showed to explain. I left empty handed, 45 min in for just a bowl of Chipotle, with no more patience but just anger. I was frustrated and extremely disappointed that being such a loyal customer to the chain, I would still receive this kind of service and treatment. My complain goes toward the management and the shift employees of today between 3:30 and 4:30. I believe this is just the first time for me but not the first time for many others hard working people and delivery guys. Working in catering industry, customer satisfaction should be a priority, and here it clearly...

I almost never post these kinds of reviews, because I understand how hard it is working customer service, especially as a former Chipotle employee. However the multiple bad experiences I've had at this location, on top of the especially awful experience I had the night of July 20th drove me to finally write this review. On that night I got a steak and guacamole bowl, with a tortilla on the side. I had asked for corn cheese guacamole and lettuce on the bowl. The first thing I noticed was some corn dropped from the spoon onto the serving table, something that normally happens and usually gets cleaned off between customers. However I saw the crew member flick the corn back into the pan. When I went to add hot sauce to my bowl, I noticed there was no guac or lettuce on the bowl, even though I paid for the guac. I told the cashier that it's no big deal and ill take the guac and lettuce on the side. She asked to see my receipt and I showed her, to which she said I didn't pay for side guac. I understand that, but I paid for guac on the bowl, which was not on the bowl. They rudely gave me the guac but not the lettuce. When I asked if I could have the lettuce the KM or SM approaches me and asks if there's any issue. Before I explained anything I look behind me and the store security guard is basically at my back. I didnt want any issues so I told him no and left it at that. The crew member rudely tosses the side cup lettuce on the table and didn't say anything. The workers at this location are...