Chipotle Mexican Grill — Restaurant in Norwood

I left this Chipotle wanting to cry. Like another person wrote in their review, I’ve never felt more disrespected in an establishment in my whole entire life. I walked in and all the employees were standing around talking in a big circle. Didn’t acknowledge the presence of the customers. Then they proceeded to argue over who would work the line. Once it was my turn, the employee didn’t say anything to me. He just stared at me and waited for me to talk. As the order process goes on, I ask for beans. The employee said “we’re out .” Normally, chipotle employees respond with “we are all out, but we will have some ready soon, I’m sorry.” I shook it off bc it was just one item. However, there was another item I wanted that was out and he responded the same way. I then proceed to show hesitation as vocally say “oh wow uhmm I’m not sure if I want that anymore.” I felt like I couldn’t tell them to forget the order bc I didn’t want to make it harder on them and I wasn’t sure if that was even an option. The attitudes of the employees didn’t make me feel comfortable to express any dissatisfaction. My boyfriend decided not to order since the service was that bad. However, I paid for the meal hesitantly of course. After leaving my boyfriend said that we should ask for a refund. We, once again, hesitated to do so. We went inside and my boyfriend politely asks a guy who we assumed was the manager for a refund. Immediately after, all of the employees ganged up on us. They asked what the reason was for and we explained that we didn’t want the meal anymore since we were disatisfied. Apparently that wasn’t a good reason even though it is written in the return policy that customers can get a refund if they are dissatisfied. My boyfriend said how I expressed the fact I didn’t want the meal anymore while I was ordering but they said it doesn’t matter because I paid for it anyways. They continued to get aggressive with us even though we just wanted a refund. My boyfriend and I felt so disrespected and violated that we left. Upon leaving one of the employees flips us off. I work in retail. I am constantly told that we cannot let a customer leave the store unhappy. This was the complete opposite. I will never go back to this chipotle. Any previous visit I’ve had, has had bad customer service. This visit was my last straw. Something needs to be done about management and staffing here as there are so many other...

I walked in to place and order today on my lunch break. I attempted to eat my bowl and the chicken was so charred and chewy that I could not eat the food. I called immediately. However I tried to give the staff time due to the fact that it was still "lunch rush". I called back at approximately 2:55. I asked to speak to a manager. The associate seemed to have a language barrier and I understood that. He was relaying the message to whom I assumed was the manager. The "manager" retrieved the call. I assume that is who I was speaking with considering a manager is who I requested. The young man got on the phone and asked me to repeat what the issue was. I did. He asked could I bring the food back. I explained that I am working a 16 hour shift and could not. I offered to send a picture to management ,if necessary. He stated that since I was unable to return the food that "it was nothing he could do."He was rude and nonchalantly. I asked for his name he stated my name is Kenny, and stated I'm not even a manager. I asked for corporate 's number. He began asking other staff in the background does anyone know corporate's number. Apparently no one knew. He said well we need to see the food. I explained again I'm working a double and won't be off until 11.p.m. He said "well what do you want me to do?" in the same rude tone. I am writing this long review due to lack of professionalism and customer service. This staff needs to be trained on customer service and phone etiquette. This was the rudest thing I've experienced. It's not the money or the food at this point it's the principle. I still would like to inform corporate about this behavior. I am former store manager myself. This is unacceptable and I highly DO NOT recommend this location. I gave one star to be able to inform the upper management of this incident, so that no one else has to experience this unprofessional behavior. Thank you for your time and...

[EDIT] I had forgotten about my original review until I came here to write this one....

Ordered online then made it home with my food to realize that the bowl I had ordered had been made into a burrito and the bowl in my bag was labeled for a door dash order. I went back to have it remade then checked the replacement order once I got to my car. They had taken the burrito I gave back to them and dumped it in a bowl which would have been fine except I could now see that it hadn't even been made correctly in the first place (it was missing fajita veggies, lettuce, cheese, and had tomatoes instead of corn) and the portions were PITTIFUL (likely due to the difference between a burrito and a bowl). I then went back in ONCE AGAIN and decided to wait in the long line to watch them make it. I ordered exactly what I had ordered online and didn't bother with the employees again, I just swapped the bowls at the register and informed the cashier (who had been part of the original interaction when I came in to correct my order) that I was just here to swap for the correct order. I then left the bowl they had given me on the counter, took the bowl that had just been made, and left.

I would have been satisfied with replacing my order even though I'd made two trips because I should have checked before leaving. I also would have been fine with taking the burrito dumped into a bowl but am astounded that they had to have seen it only filled about a quarter of the bowl and sent it out that way, especially for someone who'd come all the way back to correct a mistake. It took me an hour just to get the food I ordered.

Unacceptable.

[ORIGINAL REVIEW FROM 2022] THREE HOURS for an online order? THREE HOURS!? My driver sat and waited even after we called the store. If you're too understaffed or if you're staffed with completely incompetent people, just close and stop wasting...