Chipotle Mexican Grill — Restaurant in North Township

One burrito. Ordered online. Pickup time 6:10pm. . Easy. Simple. Convenient app. Fast service. USUALLY… . I arrived at 6:07pm. Customer counter had a long line. Long lines during the dinner hour are expected, that’s why I ordered online. Online counter (off to the side) where they don’t have to deal with customers, where my food is normally prepared, only had one person working. There was one lady working there. She had four bowls and one burrito ready to put into a bag, but it was left sitting on the counter for a while. She also had three tortillas ready to fill for burritos. She filled them with rice, beans and meats, and then left them sitting there on the counter. Later, one of those tortillas became my burrito, 15 minutes later. Food gets cold in 15 minutes. An employee arrived and she stopped working on the online orders. Her gloves came off and she yelled at the young man for being 3 hours late. Then she walked away from the food preparation line and went in back. No one was working the online orders. There were at least four of us standing there, watching, waiting, wondering. When she came from the back a while later, she began putting other toppings on those three tortillas (about to become burritos). I’m not blaming her because there were many people working. I didn’t sense anyone was in charge. I’ve managed businesses for decades – it’s easy to spot the boss. Everyone working seemed polite, even happy. A few employees (the woman making my order and the late guy) didn’t seem to want to be at work. I don’t care – I just wanted one burrito. One girl behind the cash register asked waiting people one at a time for their name. She looked up my order and the lady making burritos knew which was one mine. She put the receipt on the foil wrapper, but then instead of handing me my one burrito, went back to making other things. Then she returned to my burrito, put it in a bag and apologized for the delay. It was 6:23 when I received my one burrito. Usually, I can feel the heat from the freshly made burrito, but in this case it was cold. No heat. Of course, meat/beans/rice sitting out on a counter for 15 minutes before being rolled into the foil wrapper isn’t conducive to keeping food warm. I took it home and ate it. Hard to reheat it because of the lettuce and microwaves ruin tortillas.

I would have left a review on Chipotle's website or app, but I couldn't find a way to do that. I prefer negative reviews to privately go to management - I've been in management. Hard work. My only option is this...

Ordered 2 bowls and 4 bags of chips online for pick-up a couple of weeks ago. First, we were only given 2 bags of chips. That was a disappointment, but what was more upsetting was when my husband and I started to feel very ill after eating a few bites of our meals. We stopped eating and felt sick the rest of the night. The next day, I tried contacting Chipotle via the app. Their customer service chat was broken, and in fact my message from the last time I ordered Chipotle and they messed up my order was still sitting there in the chat, never resolved. So I went on their site and filed a complaint that way. Didn’t want to leave a bad review or start drama, I just wanted my $25 back for the food I didn’t receive and the food that made me sick. I received an email a while later, saying they’d been trying to call me to resolve it. I have a disability that makes it difficult to talk on the phone, which I explained, so we began communicating via email. I answered all of their questions about my experience and symptoms, and eventually I received an email saying that $19 had been refunded to my account… but wait, my order was for $25+ and the account they claimed they’d sent the refund to was not my account (the last 4 numbers on the card were different). I emailed them back explaining they’d refunded someone else’s order, and they said they had electronically transferred the money to my bank and I would have to contact my bank in order to receive it???? WHAT?! In that same message, they said I could also submit my address in order to receive a refund check, so I did because I just want this to end! I hate to be so petty, but this has now taken 2 weeks to resolve and $25 isn’t something I’m willing to throw away just because a huge corporation is too poorly managed to refund me for a bad meal. All they’ve done is take a bad experience and turn it into a HORRIBLE one. I am sorry to this Chipotle location for the bad review, my negative experience has WAY more to do with corporate...

I find it extremely disgusting how the workers here think that just because you place a mobile order for pick-up — means that they can skimp you/cheat you out of your portions, especially paid extras.

I normally order a burrito, but decided to get a bowl today and I am so glad that I checked my order in the car before I pulled off and went home. For all the extras that I ordered, that bowl was EXTREMELY light! It was missing extra chicken, and completely missing beans and queso. It really looked like someone made my oder blindfolded, with very minimal portions, and shook the container up. It looked like complete slop!

Yes, I did go back in to have them correct it. It was remade, and you can bet the bowl was heavier (like it should have been in the first place) and with everything in it. Food, especially fast food cost wayyyy too much these days for restaurants to try to play you on portions. Especially when you are paying for extras. Please check your things before you leave on mobile pick-up orders. As a good/courtesy tipper (through food apps)...I would have been extremely upset had I tipped up front for below subpar food/service. I wish I would have...