Chipotle Mexican Grill — Restaurant in New York

On October 16th, 2025, I accidentally placed a pickup order at the Chipotle located in Staten Island, thinking it was the New Jersey branch.

Upon arrival, I did what I normally do while waiting for my food — I took out my iPad to watch a bit of golf, as I had placed the order early for pickup. When I approached the counter to ask for my order, the employee explained that it had been prepared quite a while ago and may have already been discarded. He kindly said he would remake it for me and told me to have a seat while he did so. I thanked him and sat down, assuming my order was being remade as promised.

After about ten minutes, I noticed multiple lines of customers being served while I continued to wait. I had already seen at least three lines come and go, and still, my order hadn’t been completed. Shortly after, a shorter Filipino woman approached me and abruptly said, “No, you’re not getting your order. This is your refund receipt. Here’s the number. You can get back in line and order just like everybody else.”

I calmly replied that I could simply place another order since my receipt and information were already in the system. However, she continued to speak in a condescending tone, so I decided to just let her speak and remain polite. I went ahead and reordered my food while continuing to sit quietly and watch my golf. Even then, the order was delayed again, despite new lines of customers being served in the meantime.

When I approached the counter to ask if my order was almost ready, the same woman began speaking over the food and said, “You need to learn patience.” I tried to kindly explain that I had placed this order before arriving and was simply asking for an update. Instead of acknowledging my concern, she continued to lecture me about patience and ordering etiquette in front of other customers.

Eventually, she handed me my order but continued her remarks, which felt very unnecessary and unprofessional. I politely told her that I was from New Jersey, that this was my first time at this particular location, and that I had actually gotten lost trying to find it. I was genuinely disappointed that my experience was met with such rudeness after all that effort.

Throughout this interaction, other employees smiled and grinned amongst themselves while continuing to serve other customers, which made the experience feel even more uncomfortable. I remained calm, spoke respectfully, and made no rude or inappropriate comments. My only intention was to receive my order — something that is typically a quick and simple process, especially for a pickup order that was placed in advance.

As an influencer I take pride in supporting and reviewing brands that deliver great service. Unfortunately, this visit left me feeling disrespected and disregarded. It felt as though I was unfairly singled out — not because of anything I said or did, but simply because I looked presentable and was having a pleasant day. That should never be a reason to treat a customer poorly.

Not everyone has the time to wait in long lines; many of us place pickup orders for convenience, often in between other responsibilities or appointments. I truly hope that this feedback is received as an opportunity for growth and improvement within this location. The way I was treated should not happen to any guest.

This experience was distasteful, disappointing, and not at all representative of the Chipotle brand I have enjoyed at other locations. I will not be visiting this specific restaurant again, but I sincerely hope that future customers will be met with more patience, kindness, and professionalism than I was. I drove hours and even had my electric car needing battery within this bad experience. I love the food but my appetite was gone after that. Food made without care love patience is equivalent to giving someone like me, nothing. I truly could’ve been okay without this experience. #dontcome #freedomofspeech #makeamericagreatagain #makeworkershappyagain...

This location consistently has small portions and bad customer service.

I ordered 2 chicken bowls, one of them having guacamole and various other ingredients and one without guacamole. When I paid, that’s exactly what I paid for, 2 chicken bowls + 1 with guac. I opened up my bowl which was meant to be the one without guac. I kindly asked the employee if she could remake it without the guac. She argued with me for a few minutes and told me, “I clearly heard you ask for guac” and then told me that the other bowl only had guac because it was a veggie bowl and I had to tell her over and over that the other bowl was a chicken bowl with guac and it was made correctly. She then asked if I wanted the guac refunded and when I explained that I didn’t want anything refunded, since the 1 bowl that was meant to have guac did have it. I kept insisting that I didn’t want anything refunded and that I just wanted the exact same bowl just without the guac and she rudely told me to go walk over to the garbage and throw it away and then she would remake it as I originally ordered. She also put very little chicken and rice which made it such a smaller portion than I usually have. This is the second bad experience that I have had at this location. I also think that telling the customer to throw away the incorrect meal is extremely wasteful. Though I do not like guacamole, I could have given it to a family member or it could have gone to someone hungry. I didn’t see a name tag for the woman that I had the interaction with but she appeared to be the manager by how she was interacting with...

My friend & I were excited to finally try the new plant based chorizo I ordered $30 worth of food for us online. I bought the burrito bowl for me & a burrito for my friend that was supposed to have the plant based chorizo on it. At first they couldn’t find our order then finally they found it. Once we opened the bag & started eating our food we noticed there was no plant based chorizo AT ALL!! My burrito bowl looked very skimpy with only 3 shreds of lettuce. My friends burrito looked very skimpy with barely anything inside which is a shocker considering chipotle is known for their large size burritos. Everything looked very rushed & put together very sloppy to the point we lost our appetites. We tried to go back so they can fix their mistake however they were closing & claimed they threw everything away. Brittany told my friend that they ran out of plant based chorizo at the very last minute & claimed “they tried to call us.” That’s clearly a lie because my phone number is up to date on my account & I never received any calls at all from them!! Let alone they should have told us during pick up that they ran out of the plant based chorizo. Instead they gave us sloppy scraps which is not even enough to fill up a toddler!! I would have rather been treated & served like the person I am instead of some stray animal eating scraps off the streets!! I really hope they keep their word & at least refund me. We are very upset at the service & how the situation was handled. NEVER...