Chipotle Mexican Grill — Restaurant in Novi

Edit — I am removing my original review. As of 11/10/18, I will no longer give this chipotle any of my money. I am HIGHLY disappointed in the service experienced tonight. I came in with my cousin we both wanted steak and was told there was none and I had to wait at least 6 minutes. Now I felt as though I saw steak on the grill as I came in but asked to be sure the chipotle male employee PROMISED. This man literally promised me it wasn’t steak. He said “ I do not know what it is, but I promise you it is not steak”. So I said okay I’ll wait. I step back, still observing a pan on the counter being avoided by a young white chef. I notice a tall male worker I’ve seen many times who gave excellent service before ask status on the steak ... no true response for staff. I stepped up and expressed I would be very pissed, and yes I cursed, if the young white male chef pulled steak from the bowl. I felt this way because the container had been sitting on the counter since we had requested steak - and promised there was no steak! The tall male worker tries to defuse the situation and says they must cut it. He also adds the worker is new. So I guess he didn’t know what steak looks like or how to ask for the 6 minute estimation he gave me??? I apologized, I try to calm down and breathe. A female worker ( whom I’ve never seen I’m in at least once a week) wiping the counter down comes from NOWHERE and says REALLY OVER STEAK? YES OVER STEAK THAT I AM TO PAY FOR. YES WHEN I WAS PROMISED THERE WAS NO STEAK COOKED PERIOD AND TOLD I HAD TO WAIT. YES WHEN I WAS NOT SPEAKING TO YOU. Do your job little girl and mind your business. This young Female worker then attempts to get super hype and try to physically come at me. Other workers were holding this young female worker back - again I guess she was about to attempt to touch me.

So question for Miss. Inquisitive, all that energy over WHAT? Your job? MY steak? You are at work, you do not put fluid on a fire. Save that energy! Do your job wipe that counter! Get your check and mind your business! I’m so thankful she did not get to me! Imagine that. Lol seriously this girl was trying to crazy because I was rightfully upset. I was refused food and made to wait longer than needed due to PURE LAZINESS. It was a nice line behind me too! Why get mad? Be quiet and do better. At least staff was somewhat accountable because they took care of my bill and encouraged me to come back. However, I will never ever EVER come back! I will be filing a complaint higher as well. I come here too often. I know that’s not how things should go PERIOD. I am truly disappointed. Who picks at a situation THAT HAS NOTHING TO DO WITH YOU. Did she think she was gonna check me? Put me in my place? Get out! Unprofessional. Recent reviews show a trend of poor customer service lately -...

I understand COVID-19 affecting staffing. My issue is not addressing that weakness. They’ll open with 1-2 employees—then it causes mayhem when doors open. That’s if they open on time, it says 10:45am on the door, but sometimes it’s 1pm before doors even open. Last week they opened at 12pm. I figured they were short staffed this day, but they had 6 people working. Which is around the usual staff amount. My issue came today. I ordered 2 Burrito Bowls using rewards I got from their customer service chat (from a previous issue at this Chipotle). I’ve been more understanding than most due to my experience in this industry.

When I got there today, they said they aren’t accepting online orders at all. Multiple people waiting there for food that wasn’t coming. They told me to call a number to get a refund, when you call that number, they tell you those rewards can’t be recovered. When I asked if I can just have it remade, they said I would still have to pay, even the order was already completed. That was the last straw honestly. Every time I come here there’s LITERALLY always an issue. Again, I’m understating of the staffing crisis and landscape of food service as a whole, but this Chipotle has gone from its flagship location to a joke. The staff that they do have there…don’t even want to be there!! Just close down temporarily if you’re not going to deliver at least an adequate service. I’ll be back probably in a few years when they get it together, for now...

This is by far the worst location I’ve ever been to. Placed an online order and arrive to 10 people outside while there are 5 employees inside working coming in and out of the store staring at everyone.

Apparently they were closed but never turned off the online ordering. The employees were inside sharing videos on their phones with each other staring at us laughing. It was blatantly disrespectful. This location needs to just close down and those employees need to be let go. They then proceeded to just leave the building yelling profanities and honking their horns. I’ll give it their were some disgruntled customers but the employees never addressed that they were closed. There were so many people the mall security came over to see what was going in and acknowledged it was messed up they wouldn’t even let anyone know what was going on. I understand there being upset people outside but speeding away honking your horns and yelling profanities in a busy parking lot in the dark at night is not a safe or smart decision. Won’t be returning for my safety and waste of time and suggest you don’t either. Sub par food quality at location and THE WORST CUSTOMER SERVICE I’ve ever had. Gm needs to fire all of management and replace employees.

Seriously just close this location. Do not go here go to any other location in the surrounding area, just look at all of the other...