Chipotle Mexican Grill — Restaurant in North Branch

This store has only been open for a few months. The standard of service is shameful for a brand new location.

As I entered the store, I noticed that one of the right front door was missing a handle and the left door is the one you must use to enter. Upon getting inside the entryway, hand-written notes littered the front door with, "We are out of chicken", "Cash cannot be accepted", etc.

I patiently waited in line while others were ordering overhearing the occasional, "Sorry we are out of that."

I reached the counter to order a bowl for myself.  So many ingredients were out.  No white rice, black beans, fajita veggies, chicken, steak, queso and possibly more that were not of interest to what I wanted to order for myself. I was able to order something to my liking despite being out of so many ingredients. Letting them know that is everything, they proceed to close my bowl by wrapping it in tinfoil instead of the tin lid that has been standard. They must have been out of those too.

I always add a large side of chips and guac to my bowl. I was told they were out.

This is the second time I've run into this particular issue with the chips... they were not out of chips. While I waited in line, I saw a fresh bowl of chips be emptied from the fryer then tossed with salt and lime. To the back corner where drive-up window is, clearly seen by anyone, there are two large bins of chips being bagged and handed out the drive-up window.

My trip prior to this one, I was told the same. "We are out." But was assured when I spotted the chips being handed out the drive-up window that those were for drive-up only. I had questioned, "So if I order a drive-up for chips and guac, standing right here from the app, I can get back in my car then drive around the building for some?"  --"Yup".  The young man in front of me did not deserve a tongue lashing for what very well could be being asked of him through some ridiculous policy so, to my annoyance, I did just that.  Upon this very next trip from that one, being told the same about the chips, I was adamant that I was not going through such a ridiculous ritual and they could get me chips and guac at the register where I stand since they were no more than 3 steps away.

At this given point, I am annoyed and just want my order and to leave. I cannot pay with cash since there is a handwritten sign that says there is a “Coin Shortage” and they are unable to give change.  No matter, I use my debit card but it turns out the chip reader is not working either!  I had to hold up the rest of the line while the machine rejects my card enough times before it asks me to use the swipe strip instead. I had a momentary panic inside myself when the chip reader wasn’t working of, “How am I going to pay if the reader won’t take my card, cash isn’t accepted and I am not an Apple user to use Apple Pay?!”   This whole trip was truly embarrassing.

In the end, should anyone actually read the whole of this, clearly management is failing at this store. This can’t be the fault of young adults who are either still in or just out of high school. It opened on November 21st, 2023. Just 4, short months ago. It should be unacceptable that things are broken and food is unavailable. I do not send complaints like this and did not know you had room for photo uploads and receipts. Next visit, if still in this condition, you will receive my story with photos to show the disarray this particular location is in.  It is shameful. Truly shameful.

Photo below is the response I received after sharing this experience though the Contact Us on the app. There will be no need to auto-reply to this review asking me to do so again. The response should be simple: DO BETTER Negative reviews such as this wouldn't be so plentiful if you...

First off, the bathrooms are filthy. It's very clear they do the bare minimum when it comes to cleaning these, as the sinks are covered in dust, which isn't something that just happens in a day. Seeing this, I can't imagine what the kitchen is like.

This location was amazing when it first opened, but in just a matter of about 6 months, this is the worst location I have been to in years.

At my recent visit, I ordered a sofritas burrito. There was a glob of cheese sauce in the sofritas container, and I had to ask the team member to avoid this, which he kindly did. However, after he put the sofritas on the burrito, I noticed there was a lot of pork that had fallen into the sofritas. I don't know why you would set up a line to have the one plant based option to be in front of all this meat, making it very, very easy for meat and cheese to fall into it, or drip juices into. It's very, very gross to someone who doesn't want that in their order.

The Pico is also frozen everytime I come here. This is the only location I notice this at, making it clear that they don't check their cooler Temps, or have been working with a malfunctioning cooler for months. This makes me wary of their other equipment and if the restaurant is actually up to code to food service regulations.

The food itself was lacking flavor, as if they dont add salt or follow the recipes. The quac especially. The rice is either overcooked or undercooked most of the time. And their chips are the same. It's a 50/50 chance they are undercooked and are hard enough to have you nearly break a tooth because of this.

Lastly, their counters were filthy. Covered in cheese and sour cream. I understand what happens during a dinner rush, but I came here at 6 pm and only one person was in line in front of me and only a couple tables filled.

On my way out, there were no napkins, and the entire soda area was trashed. This was literally right before dinner rush, leaving me to think that no one checks the lobby at all.

You may think I'm just some Karen, nitpicking at little things, but hear me out. I worked for the restaurantuer Chipotle in Maplewood, so I'm very well versed in the company standards. I also was a regional restaurant manager pre-covid and worked in the restaurant business for 15 years in the past. Because of this, I know restaurant safety and sanitation standards very well, and if a food safety inspector walked into this place, it would be a nightmare.

It's an absolute shame that this is the state this restaurant is in. I feel sorry for the people who work here, because I can only imagine the amount of complaints. They deserve to be trained better. The kindness of the employees is the only thing this place has going for it.

Crossing my fingers the manager gets a wake up call and turns this...

In complete disbelief of how awful this location is, frequently go to chipotle and never have issues like I do at this location! Came in today to give it now like the second or third try at this location, got there at 10:45 when they open to find the doors still locked, they didn’t open them until about 10:55. When we got inside to order the employees looked very annoyed and irritated we were there, when I went to order they had several things missing from the line, the beans looked as though they had been pulled straight from the fridge and were still uncooked. When I asked if they were warm and why they looked so odd she explained they needed to be stirred and tried to stir them But from not being warm enough they barely moved! I was so thrown off from this as I’m 8 months pregnant I had to leave and while I proceeded to leave the employee was stating that they were running behind and maybe if I wouldn’t of got there when the doors opened the food would have been ready… it’s not my problem or responsibility to have to wait for fresh food or warm food as you guys should be prepared by the time you open your doors! Very disappointed that this location is so horrible! Leaves a bad taste...