Chipotle Mexican Grill — Restaurant in Northville Charter Township

May 2022

This place used to be the best Chiptole in the area, but recently it's gone downhill fast. Last 3 mobile orders I've placed have been incorrect and very sloppily thrown together. I order a very simple bowl with 5 ingredients every time and it's always either missing one or more ingredients, the absolute wrong bowl, or placed so that all the food is squished/slides to one side.

I understand that the process needs to be quick, especially for mobile orders, but these orders were all the same each time and each time something different was wrong with it.

I have not been able to get into contact with anyone to discuss the repeated mistakes.

Giving it a 2 star as I'm very dissapointed with the current state of it, but I hope now that the pandemic is slowing down it can return back to it's former status as the best Chipotle in the area.

For now? Make sure you check your food is correct before you walk out with it.

EDIT AS OF MAY 2023

The store is frequently closed during it's operating business hours, but it still lets you place orders through the app and takes your money no problem without letting you know that it's closed. If I could give zero stars I would. What a joke. Had to have a 20 minute back and forth with customer service before they refunded me.

90% of the time it is open it's "online order only" and takes an obscenely long amount of time for a simple one item order to be finished.

No sign about that on the door or anything you just walk in, they make you wait at the counter for 5 minutes, and THEN they tell you in a condescending tone they're only taking online orders, like it's somehow your fault that you didn't know.

Absolutely a waste of time, save your money and go to the Qdoba down the road. At this point there's little hope this location will ever...

Placed a pick up order at 7pm (so not too late). Get there and my order appears to be ready bc it's staged in the pick up location. Before leaving I check to make sure the food is made correct and everything is there. To my surprise, my order of chips and quac is missing AND my order of chips and queso is missing. When I walk up to the cashier to let her know about the food I'm missing she informs me they are OUT of chips. Okay, so you see my picking up my order and don't tell me then? OR.... you don't make a note on the bag or receipt?! I then tell the cashier I want a refund and she let's me know she can't give me the refund and I need to call a customer service number. What?! It's 2022 and you have no way of redunding me for a mobile order? Fine, I then called customer service and have to sit on hold for 30 mins..... Wow... They must get a lot of calls about poor service these days with that long of a wait. I ask the customer service rep on the phone if it's true stores can't refund mobile orders. She said it is true they can't refund mobile orders BUT the store SHOULD be updating my mobile menu when items go out of stock so customers can't order the items. Great, well bc this store lacks the initiative to update their mobile order I now have to waist my time calling customer service to get a refund. Also, had the store done what they're supposed to do, I would NOT have ordered the food from them and gone to a different Chipotle on my way home since I was passing like 8 of them. Lastly, when I walked in the store was dead... Only one customer was in there eating and employees were just standing around behind the counter. Yet, most of their tables were still dirty. Clearly this place lacks initiative, attention to detail, and customer service. Never going back to this...

I walk into this location and there was not a single customer inside. Not knowing they take “online orders only” I walk up to place my order. The gentlemen behind the counter then said, “Sorry online orders only. We’re understaffed.” I looked in the kitchen and there were plenty of employees back there literally just standing around. I thought it was a little ridiculous, but proceeded to place an online order anyways. The app said my order would be ready by 3:10. So I decided to sit down and wait. During my waiting time, a woman came in and sat down. I thought she was also waiting for her order but I was wrong. The manager came out to interview the woman but then asked me if I had placed an order yet. I replied that I did and that it said it would be ready by 3:10. It was now 3:12 at this point. The manager then was looking towards the kitchen at his crew. All of them blankly staring at each other not doing anything. So then the manager instructs one of them to make my order for me. It literally took the man 2 minutes!!! After I was given my food a gentleman comes in to place an order after me and they told him the same thing. “Online order only.”

Within this time period another employee goes in for her shift. There were 6 employees total and not a single one can help a customer?!

They are NOT understaffed. These people literally stand around and do nothing and let paying customers walk out because they cannot be served right away. This location is outrageous. The worst customer service I have seen. If they were actually all busy working this would be a different story. But I could see with my own eyes that they were all just standing...