Chipotle Mexican Grill — Restaurant in North Township

Chipotle is a national chain so each location should operate and function to a high corporate level. This one did not.

I placed my mobile order in Illinois and would have time to pick up as we continue traveling across country. We arrived to find no mobile orders placed on the mobile order rack. I wait, seeing there’s a few being processed behind the counter. I use the restroom, and notice nothing has changed. I decide to go up to the counter and was ignored by three workers. One finally turned their attention to me and searched for my order. As she shifted through a handful of mobile order receipts at the beginning of the line, she informs me it’s still being fulfilled. Okay, a few minutes late is okay, but then three gig workers show up looking for their orders and they’re in the same boat. The line is growing out the door and girl who assisted me (register person) is doing a solid job of keeping her back to customers. There were three other workers doing (what looked like) closing tasks at 7:45pm. No one even acknowledged the customers in the line. It was comical at this point because there was NO management at all.

There was one female in particular working who was aloof to what was going on. She was trying to fulfill the mobile orders but “try” would be generous. She would sigh after every ingredient being added. She was straining looking at the order receipts figuring out what went on what. She grabbed a spoonful of sour cream for a salad bowl and apathetically dumped it on the bowl, having it run down and on to the counter at which point she just stared at what she did and then dragged the next burrito to her through it. She was over it, and no one was helping her- just her coworkers whispering into her ear and her walking away laughing. Again, where was the manager on duty?

One competent person ended up coming to help the folks in line and ended up finishing my burrito before the other finished the other orders she was begrudgingly working on. As I grab it, and turn around to walk out, a customer accuses of videotaping people in the restaurant. She seemed to be friends with the workers and took it upon herself to inform the whole place. I offered to show her my phone that no video recording had taken place as I walked out the door even more irritated. Midwest nice? Ha.

Overall, customer service sucked. Disappointed that there was no manager in charge solving or motivating their workers. I managed a Starbucks for over a decade, I get it. Some shifts just don’t operate the way corporate wants, and after reading the Reviews on here, management needs to be aware of a consistent problem with staff.

Oh, the burrito was normal tasting, however my last bite was soggy...

Today Sat. April 17, 2021 I decided to go pick up a burrito for my mother. I got her schoops last Saturday so I wanted to get something different this time. I wanted to get her Mexican but that was my fault for thinking that I was at a genuine place of business with standards of customer service. First of all the lady ordering infront of me was already complaining about the tortilla/meat/girl putting a piece of fat with the meat on her burrito. Then I order my burrito with its ingredients and burritto/ingredient/ wrapping boy makes too big of a burrito and he can't wrap it and tortilla breaks. I compromise with his offer of wrapping with another tortilla. So now it's this non burrito looking horrendous mess. I get to the register and they wanted like closer to 10 dollars for this burrito. I ask why and Jessica the manager says it's because of the guacamole. I didn't read everything on the menu so they wanted to charge me $2.25 for a tablespoon of guacamole. I thought it was just a condiment like the 10 other items on the burrito. I asked for them to make it again without guacamole and because the burrito looked horrible now and Jessica told me I had to go to the end of the line and start over. I'm pretty sure they can remake that burrito while I stand at the register or the manager could offer a solution. Instead she only offers me to punish myself. They should communicate to the customers better by physically labeling the physical ingredients and there upcharge. So I did not reenter the line to wait for five more people to order. I came back later to speak with manager and she is young and immature and does not want whats for the business she works. She didn't offer anything like an apology. The customer is not always right anymore.Keep in mind I had never been to a Chipotle in like ten years so I was unaware of the extra prices for ingredients like guacamole. I would normally go to Rancho Grande Tacos and Burritos in Dyer or Lansing and I did a couple hours later and I bought a steak burrito for $6.94 and that includes the tax. They have the best burritos and tacos in this area. Their red and and green salsa is the best in the Northwest Indiana Area. That same burrito would cost ten dollars at Chipotle and the service and competency at the Munster location under the management of Jessica and staff of the tortilla girl who doesn't heat them up enough to burritio wrapper screwing that up and Jessica supporting this substandard level of quality...

We’ll no longer eat at Chipotle because the nearby locations are all terrible, and this location is extra special. First, they’re always super late to fulfill pickup orders. Forget ordering delivery, it could be hours before you eat (and there’s a good chance the food won’t be right anyway). When ordering in advance for 2-4 people it’s normal to wait at least 10-15 minutes (if not 20-30) after arriving at the restaurant and finding that my order isn’t on the pickup shelf yet (I’m not even usually on time to pick it up because I know it won’t be ready when I get there anyway). To be fair, they are a busy place and I know it can be hard to prioritize customers when they can order in different ways. It’s out of control though.

More importantly, though, I’ve never experienced such consistently bad experiences with accuracy, portion size, or cross-contamination as I have here . My whole family is vegetarian, and we have had countless instances of accidentally ingesting steak or chicken in our food. We’ve eaten at Chipotle for years and had never suffered this problem more than a couple of times before at other locations. Since moving closer to the Munster location, this has happened to everyone in my family at least once.

The portions here can be laughable. I once ordered a burrito containing sofritas, rice, beans, fajita veggies (extra), and 2 kinds of salsa (extra) and the entire thing was barely the size of my fist (and I don’t have an abnormally large fist for a woman). My husband and I typically order burrito bowls identically, but there is often a drastic difference between the fullness of our containers (like literally a 50% difference). Last time, mine had a giant heap of guac for no reason (a positive for most people, but we hate guac). I have contacted customer service any time there were multiple significant issues with my order, and they always offer a single free entree as compensation, along with a copy/paste apology. They really force you to get cranky and demanding to get a refund on inedible food. I tweeted a pic of my comically tiny burrito when it was the only food I had on a long workday and their official account asked me to DM them, then ignored my DM. It’s unusual to see such bad customer service on so many levels of...