Chipotle Mexican Grill — Restaurant in New York

I placed my order online through the Chipotle app to be picked up at 6:30 PM. I arrived at the store at approximately 6:40 PM. I waited because the staff was busy helping another customer there before me. After waiting for about 5 minutes i asked the gentlemen, and I use that term very loosely, if my order was ready and told him my name, Farrah. Without looking up at me, he stated that the order had been picked up already. I really thought he was being playful with me and joking around but still hadn't raised his head to look at me. So, i asked "are you serious? I'm Farrah and i have not picked up my order." He proceeds to tell me, still without looking at me in my face, "take it up with Uber eats!" I said to him i didn't order through Uber eats. This exchange went back and forth and i lost it. I will admit i was furious at the disrespect i was treated with. If he told me that the order must have been taken by accident by someone else and they would make me my order again, i totally would not have minded at all, but i was so insulted by the man, who BTW was the manager, that i demanded my money back. He proceeded to tell me, basically, that I could not get my money back. My order total was over $70 and i was not going to walk out not getting my food or money at this point. I will admit again, i did lose my cool but his customer service, to start was ATROCIOUS! He did not have a name tag on so i didn't get his name. The girl that was working this shift was literally laughing at me and my situation and I took high offense to this. This is not how you treat paying customers. He did mention in our exchange that this happens all the time that people’s orders get taken or stolen. This can not be good for business. To me it sounds like Chipotle is losing money on a regular basis. This is not my business but as a business owner myself, I would not want a person like this to be representing my name, brand, or business. In the end, after my husband showed up to see what was going on I got a refund that I was told would take 3-5 days to go back into my account. I’ve always been very satisfied with the quality of food and customer service, not at this location, of Chipotle and enjoy my food every time I’ve ordered and have ALWAYS recommended Chipotle to anyone that I’ve come in contact with that has never tired it. But I will think very hard about every ordering or recommending...

I would give this location zero stars but then it wouldn't it wouldnt be posted. Absolutely terrible service. I walked in to see the guy preparing burritos step away from the counter to refill the corn container by using the stainless steel container as a scoop into the main backstock container of corn. He then proceeded to use his fingers and the edge of his shirt to corral the rest of the corn into the container so I knew I definitely wasn't going to be ordering anything with corn. I proceeded to order a veggie burrito, which I had to repeat three times over. A female manager came over to try and sort out the miscommunication but she was completely useless and rude so I honestly don't know what her purpose is. Towards the end of the order I asked him if guac was included in a veggie burrito without an extra charge, to which he answered "it's always extra". The girl at the register said that wasn't true, guac is included in the price of a veggie burrito, and he then started arguing with her. Before I knew it, he put a massive scoop of guac in my burrito, which I hadn't even asked for. When I told him I didn't want that, he then used his hands (who knows where they have been) to just scoop it out of my food and when I voiced my dissatisfaction, he was rude and started saying "well I'm wearing gloves, arent I?" So I told him to make another burrito, I had to repeat the entire order again for the fourth time. The register girl was standing next to another guy (who happened to be another manager) and I ended up getting the burrito for free, which is all well and good but between the rudeness and the blatant health department violation, I would warn anyone to just avoid the place if possible. I know there aren't many food choices in the area, but is it really worth possibly getting sick? The quality of customer service has DRASTICALLY disintegrated, the place wasn't even busy, there was only one guy on the line behind me. Any other time I would have walked out but I was picking up the burrito for someone else. I feel so bad for the nice professional people (like the register girl) who have to work with...

I have come to this chipotle for the last few months since September 2023 till today December 8 2023! Beyond disappointed in the service. Clearly every single person in there, but the chopping person needs supervision. For somebody to be writing this so abruptly in public general management should be changed as well because it’s so upsetting to see that it takes almost 5 minutes! To get acknowledged while they’re looking at you like what you want ! This is the employees that you hire. review your cameras I came in around 845pm blue jacket And a hat on! Again 845 pm on December 9 Check your cameras. Staff rather talk to each other then then to take orders. And this has happened several times smh. I want my money back. hopefully the corporation that owns chipotle see this and make those changes and finally adding a closing manager and hopefully more structure. Because the lollygagging Is real. somebody’s not doing their job! If you’re looking for a terrible service, definitely, you’re more than welcome to visit...