Chipotle Mexican Grill — Restaurant in O’Fallon

Update:

I ordered again today and I was welcomed halfway through my burrito with a giant piece of plastic or something with chipotle logos on it. This place is ridiculous. I’ll add the pic to the restaurants photos. Needless to say, I’m done with this location.

Previous: This is the worst location I’ve been to and the problem is it’s always consistent that something here will be subpar - mixed ingredients in burrito, cold meat, tiny portion, etc. It just really sucks it is also the one by my place. I’ve visited dozens of chipotle’s because it’s one of my fav restaurants, but in the last couple years the restaurants food quality and service have totally tanked. One major issue is mixing ingredients on their food prep line. I admit I’m very picky with food, but it goes beyond that because some people have allergies and religious preferences. Spilling pork, sour cream, salsas, etc it to each other is just not ok, end of story. Related is the tendency to leave the make-line area with food for long periods of time when busy. Then your burrito gets to be dragged through every ingredient they offer. Another issue is portion size they’re not consistent, but are usually small. For me, when ordering delivery, this is almost a guarantee -which is crazy because you pay a lot more for the items before all the fees and tip are added. Sometimes they pack extra rice to make it look larger but no, giving half a portion of meat and extra rice doesn’t even out. There are so many things I can mention, but so much of it feels like management change...

Horrible. I went last night and there is a line of 30 people wrapped around the lobby and into the lot. I had a pickup order already paid for via the app. There were zero to go orders on the shelf (email and signs say pick up at the to go shelf). A nice customer explains online ordering is down and the store has received zero online orders. In order to get your food you paid for, you have to wait through the entire main line and they’ll make it in front of you. There were no signs that stated this, the app let you place to go orders, and no employees directing customers. I was in a rush to get to an appt so I wanted to just cancel my order. There was no way to cancel your order and ZERO staff available to talk to customers that were confused. I finally flagged down a staff member at the bathroom and asked to cancel my order and for a refund. She told me no and I need to just contact corporate on the website. She was rude and the entire experience was a joke. By a miracle a customer service agent responded to my online complaint immediately and refunded me. There were so many things wrong with the entire experience and no employees apologizing for the experience. Signage was necessary and online ordering should have been disabled. I drove next...

I’m very disappointed in this location. Chipotle is my favorite and it’s one of the first gift cards I get when receiving any gifts because I’m such a huge fan. However, this location in particular has a tendency to be sloppy lately. I’ve ordered to pick up from this location 3-5 times within the past 3-5 months. Almost every time I pick up my order, it’s incorrect. I live about 15 min away from this location and sometimes I check my order before I leave and sometimes I don’t (because honestly, it shouldn’t be my job to make sure the orders are being put in the right bag). With that being said, my orders have been incorrect a total of 3 times within the past 3-5 months. Every time I call to let them know, the workers seem very frustrated or the phone rings forever and no one picks up. If I get an answer, they ask me to drive back out and get a correct order of my food. This results in about an hour of getting the correct food for an order I placed over an hour ago. I understand right now is a hard time. But someone from higher up needs to get in there and figure out how to support this location. I know way too many people who are expressing their irritation with this location and it makes me...