Chipotle Mexican Grill — Restaurant in North Andover

Before I begin, you may not believe what I am saying, but I promise this is all 100% true.

This has got to be the absolute worst Chipotle in the existence of the Chipotle chain. I always try to be fair and give employees as much sympathy as I can because I have worked in the service industry for many years. However, there is no saving this location. I’ve recently had two absolutely dreadful experiences at this place.

The first experience started as a simple takeout order which I placed, ready for 8pm on a Sunday. I arrived at 8pm only to find all 5 employees standing around talking to each other and texting on their phones while 4-5 other guests were waiting for their takeout orders. Nobody was in line, probably because it was 8pm on a Sunday. Finally, one employee started making the takeout orders after standing around with her other coworkers. I waited patiently as two people came in to order their food in the service line. One employee took about 2 minutes just to acknowledge these customers come in, and then proceeded to make their orders. When the employee was finished, she stood at the register and started texting on her phone while the customers just stood there…. After a couple of minutes, without ringing up the customers orders, she walked away from the register to go make chips with her other coworker! The customers standing at the register looked dumbfounded. After another couple of minutes of making chips, the employee finally went back to the register to ring the customers up, and they left 10 minutes later than they should have. Unbelievable.

Meanwhile the other employees are still standing around, texting and laughing while one employee was slowly making the takeout orders. More and more customers with takeout orders started to come in, only to realize they were probably going to be waiting a very long time. That one employee was pushing out a takeout order every 5-10 minutes, and I finally received my order after about 1 hour of waiting. Completely unacceptable considering 3 employees were literally doing nothing the whole time.

The other terrible experience I had was when I went in to order lunch at around 11:30am on a Saturday. Before I even got to the order line, one employee rudely said their “system was down” so they could not take any orders. I tried to ask what was going on but I was very rudely responded with the same answer, “the system is down. We cant do anything about it.” as if I was supposed to know that before I walked in…. Absolutely zero customer service.

I will never be visiting this Chipotle location again because I have zero faith in the employees and the service they provide. If I was the owner, I would clean house and get a new staff asap. They are totally incompetent, lazy, inconsiderate, and have zero customer service. If you are reading this, AVOID THIS CHIPOTLE AT ALL...

WORST CHIPOTLE EVER. AVOID!!!! I honestly can't say enough bad things about this location. I could write a book. I have visited a ton of locations as an over the road driver and this didn't even seem like a Chipotle location. Upon entering the floor is covered in food and trash. Not just from the lunch rush but day's worth of food debris and garbage. I would have took pictures of all the trash on the ground but I didn't feel comfortable snapping photos with stranger's feet in them. It was beyond disgusting. Beyond the counter where the employees stand is just absolutely gross. That much hasn't fallen to the ground in a matter of hours. This location must not own a mop or broom. Bathroom was dirty and instead of having soap in the dispenser someone loaded it with hand sanitizer. How did I know you ask? The cover for the dispenser was missing so I could read the label. I don't think hand sanitizer works like soap. If you rinse it off with water it isn't effective. Here comes another Norovirus outbreak. Not one employee smiled or greeted us at this location. Every single one of them had a smug look on their face. Witnessed employees eating directly in front of Customers on the assembly line. Definitely a first and I'm pretty sure a HEALTH DEPARTMENT VIOLATION. Other reviews about small portions at this location are 100% accurate. Smallest steak bowl I ever had. With the extra money for the guacamole it only filled up half the bowl. Literally every line item was empty or near empty. Wanted to try the new Queso but when I leaned over to look at the metal tray containing Queso it was completely empty and had nasty hard cheese dried out on the sides. Soda, napkin, utensil area was filthy with food debris, trash, and almost everything was empty. Trash cans overflowing onto the ground. Honestly I can't say enough bad things about this location. Food didn't even taste right. Definitely a reflection of how the employees prepped it. My friend and I felt ripped off at $25 for lunch. I wouldn't have given $2 for that food. Where the hell is a Supervisor? Does this location not have a Manager? Was in retail Management 20 years. Only business that I have seen look worse is a JCPENNY'S location...

Once great....now completely gross.

Chipotle in general was once a great chain and this this location in North Andover was no exception when it first opened. But in the last few years it seems to have gone over a cliff. We've gone back once or twice in the hopes our poor experience was an anomaly but something at this location has gone horribly wrong and we aren't the only ones to notice (as evidenced by the other negative reviews and the empty dining room at 8:00pm on a Saturday night.)

Orders in the restaurant are taken by indifferent or surly teenagers who desperately need a lesson in customer service. They are frequently out of ingredients as central to their dishes as their white rice with cilantro. Orders come off the line cold, inconsistent in presentation, and containing the right ingredients only because you are standing there to direct the creation of your food. The dining room is often messy with trash overflowing and with tables in need of a wipedown.

God help you if you do take out!

This is the third online "to go" order that has been messed up with incorrect ingredients, missing ingredients, cold food, and poor meal labeling (why give me the option to label the meals with names when ordering online if you are going to skip labeling them or just label them #1, #2, #3 etc???). Moreover, how do you mess up an online order when every single ingredient option is listed in writing on the order? Aside from "guess which meal is which" tonight's chicken burrito with white rice, black bean, and sour was once again made incorrectly....I suppose they were out of black beans and sour cream.......again.

This location has become a complete dive and is single handedly ruining the Chipotle brand.

Thank goodness Howling Wolf (a local fresh mex franchise) has opened just a bit further up 114. Sorry Chipotle we...