Chipotle Mexican Grill — Restaurant in New York

I would like the record to state that this review update is only happening because of ONE stellar employee. Hence, the five stars for service. Not sure if my original review will still be available to see, but this Chipotle is not a location that I like visiting. The reasons why are pretty much the same across the board if you look at other reviews: rude employees, inconsistent & incorrect execution of online orders, messy eating area, bland food, etc..

All of this was & is obviously due to poor management. However, whoever decided to hire Samuel to be on the line serving customers, did something right. I moved over here from Bay Ridge 6 years ago and tonight was the FIRST time I had a good experience at this location. Is that not insane? A smile and pleasant attitude go a LONG way. ESPECIALLY, when you’re handling food. I’ve literally walked out of there at times because the people serving were so nasty, who wants to eat food that was handled by someone with bad energy? Nobody, that’s who.

When I walked in, Samuel was finishing up a young man’s order, and there was another woman in line. He had good rapport with each of them before serving me. He was conversational, considerate and went out of his way to find cheese for the girl in front of me. I didn’t even mind waiting a bit, I would rather wait a few extra minutes because an employee is making sure everyone gets good service, than be rushed out with a half assed bowl served by someone who’s clearly miserable. And let me also say this, it was a few of them there and I don’t think he was the manager on duty, but he should be.

On another note, I walked in at 9:10 and they were out of steak, barbacoa, carnitas, sofritas, & cheese. No new batches were being made, which Samuel communicated to me after double checking with the cook, so I had no choice but to get the carne asada and chicken. He was apologetic though, and that softens the blow. However, they close at 11:30. With over two hours left until closing, there’s no reason why you should stop cooking at 9pm. Again, this has EVERYTHING to do with management. One stellar employee can make up for a lot but there’s only so much you can excuse. I hope management sees this and finally makes improvements. And gives him a raise. So, if you see this Samuel, thank you for being so kind and I wish you the best of luck...

One of the worst Chipotle experiences I have ever had - 2166 Nostrand Ave.

After school, I ordered my food on the app. I was there early so I stood inside the store. I scheduled the pickup at 2:30 PM so I waited. I even asked if it was being made. Not even 5 minutes later, I asked the lady again and they say to me “it has already been picked up.” I went to pick up my food on the dot and they managed to hand my food to some random person without checking the name or even asking for the order proof. Nothing. Just gave it away.

They even had the audacity to act as if it was my fault. No apology. No action taken to fix it. They either stood around ignoring me or repeating “there is nothing we can do about it.” Mind you, I waited around 30 minutes for the food. The workers had no respect, no urgency, just straight up rude and did not care. It was as if they were waiting for me to leave.

Only when I asked to speak to the manager did they remake my bowl. Even then, it felt petty. I had selected “extra” for some toppings and they gave me a half a bowl. She was mad for what? She acting as if the food was coming out of her own paycheck. The bowl was so empty, I had lost my appetite.

Customer service was horrible. The team clearly did not care about customers and could not be bothered to fix the problem they caused. They gave away my food, refused to admit they screwed up, and acted annoyed that I even asked them to do their job.

Avoid this location. Unless you enjoy being ignored, disrespected, and served bad portions, do not waste your money here. If I could rate this below a 1...

I placed an online order for a veggie burrito today through the Chipotle app and when it arrived, I was taken aback when it had meat inside! The label on my order was correct but did no one double check first before they wrapped it up?

I was livid about this and tried to call the number to this store and it just forwarded me to their corporate office. They forwarded me to their customer care office and the line got disconnected. I had to call back 3 times and go through their ridiculous voice mail system before I was able to get in touch with someone to file a complaint. All they told me was that they would forward the info to the manager of this particular store and refunded me. They offered a "free entree" promo which doesn't help on the app because it requires a $10 minimum -__-

I'm very disappointed in this store for not checking the orders correctly and feeding vegetarians...