Chipotle Mexican Grill — Restaurant in Newton

Three separate awful interactions with this Chipotle:

The first time, I placed an order online for my entire family over $80 for dinner and when I got home all the quesadillas were in the metal bowl containers with all of the side ingredients stuffed into the quesadillas and becuase of that my children refused to eat them. My wife's chicken was completely burnt and ruined her bowl. Another two bowls had completely the wrong ingredients, the chips were so hard and burnt they tasted like burnt oil, the queso was cold and tasted wrong. I spent over an hour talking to Chipotle over the phone and they offered me 7 free meals, (how many meals we ordered) but was only able to use one free per entire order, which is just ridiculous, I finally got them to refund my order which should have been the first suggestion.

Becuase of the online incident, my wife, kids, and I decided to go inside and figured it would be a better experience. My wife ordered for herself and the kids and walked down the line and waited for me to order mine. They skipped over me at this time and took two other customers orders until my wife asked me what was going on. Then and only then did they take my order. The employees barely filled the bowls which we let slide, they rang us all up together and as we went to pay they said that they didn't charge us for a "missed kids meal" and tried to charge us $18 for a kids meal which in the first place is just wrong, when my wife showed them the receipt and the charge was ON there they continually kept telling her she had to pay. She took everything out of the bags and counted item by item with the receipt and proved to them that everything was paid for they just stared at her no apology or anything.

I decided to give them the benefit of the doubt one more time. It was a busy lunch period but I walked up to the counter to order and I was completely ignored for 5-6 minutes. I even made eye contact with 3 employees. I tried to ask one of the employees about getting a burrito bowl and was completely ignored. As i turned to leave the employees went and immediately helped customers that had come in behind me. Terrible service, bad employees, and I will...

I went to this Chipotle and it may actually be the worst location I have ever went to. I have celiac disease and explained to the staff members that I have a gluten allergy. To which the staff member said the only gluten thing here is the tortilla. I’m thankful he said that, but I know that already since I’m a frequent customer of chipotle and got diagnosed with my allergy 7 years ago. I ordered a bowl and I asked if there were any fresh ingredients from the back that they can use for my bowl. Both staff members who helped me said “this is as fresh as it gets”. I would like to add that there were barely any ingredients left in the containers that were out. I explained to them that I have a severe gluten allergy so cross contamination with the spoon, touching the tortilla is very common when using the containers on the main prepping station. The one staff member said well “ I would definitely stay away from the rice” and was about to say the meat too, which basically leaves me with no option of rice or meat for a bowl… Which leaves me with what exactly to eat??? I had to then ask if they could at least change the spoon for every container of ingredients I was asking for. They agreed to doing that at least. Every time I go to this location, there is a problem and they cannot accommodate my allergy. This is NOT the first time this has happened at this location. I could literally see staff making fresh ingredients in the back so for them to tell me what they had out was “as fresh as it gets” is a lie. However, when I go to other Chipotle locations they are able to accommodate my allergy so I’m not understanding what the problem is with this location. I went to a different location and they were amazing when I said I had a severe gluten allergy (celiac disease). Staff members need to be trained better when somebody comes up saying that they have a food allergy. Food allergies are very common at this point so I’m sure I’m not the only one having this issue. When I left this chipotle location I felt very uneasy with my order. They also didn’t even give me a receipt but I scanned my phone to get points which is the only proof of...

Edit: Went there tonight. Didn't do a mobile order. Did an in person order as well as eating it there. Experience was definitely better than the first time. They had all the items on the line but we're low on a lot. They were cleaning the grill at 7:30 so I don't know if that means they're not gonna bring anymore food out or not. Didn't stay there long enough to find out. They were out of spoons but still had forks. Not a big deal for me but my toddler prefers eating rice with a spoon understandably so. There were still a bunch of people standing around while only like 3 people worked their butts off. They had a lot of mobile orders waiting when we got there so they might have fixed that aspect. I'm going to bump them up to 3 stars until I can try mobile ordering again or go back again for another visit and see. There were a few hiccups but way better than our first experience, definitely an improvement over the opening week/month but still not up to normal Chipotle standards.

Original 1 star: The reviews about tiny portions, stuff missing, and 45+ minute waits are all accurate. Worst experience Ive ever had at a Chipotle. The staff was friendly and that's about all they had going for them. This staff needs training and the manager needs to be fired on the spot and someone with actual managerial experience needs to be put in their place. When your mobile order pickup line is longer than your walk-in order line you have serious issues.

The parking lot was confusing but not bad, but I could see it being a nightmare when the Starbucks next door gets...