Chipotle Mexican Grill — Restaurant in Oakbrook Terrace

About 2 months ago, I was stuck at home with Covid. I ordered a carnitas burrito bowl through Über eats. I mistakenly went into this location thinking it was where my order originated from. My order was through Über eats and was picked up at the Elmhurst location . Apparently I made a mistake when selecting my order on the Über eats app. I selected carnitas. Well, all that showed up was literally a container with a tiny bit of carnitas meat. Nothing else. I tried handling the problem with Über, but that was a joke. So I called the store, and the manager was kind enough to acknowledge that the app wasn’t very user friendly, and that someone paying $16.14 for just some meat should’ve been a red flag. He was also kind enough to offer me a credit for another burrito bowl and to simply ask for it at the register. He took down my information and said it would remain at the register.

Fast forward to me going into the Oak Brook Terrace location (forgetting that my order was placed at Elmhurst through Über eats), the manager basically stated that “technically Chipotle didn’t do anything wrong, they filled the order that was placed.” I agreed, and during the conversation, when I found the receipt, I realized I was at the wrong location. I apologized and stated I will go to the correct location. The manager then said, “so is that your decision then?” I thought this was an odd question, so I asked him what he meant by that. He proceeded to inform me that I made the mistake by not using the app properly. I said, “so you’re basically saying this is my fault.” He went on to say, “no... I didn’t say it was your fault. People make mistakes. I mistakes all the time, and I accept responsibility for them. If it were me, I’d just chalk it up as a lesson learned.” This sparked more conversation that made me feel pretty angry. I remained professional and listened as he educated me on how I created the problem by incorrectly using the Über eats app. He should have just come right and said tough $hit, it’s your problem not ours because that’s exactly how I felt when I left.

Perhaps he was “technically” right (as he would say) that using the app incorrectly to place my order was my fault. In fact, it is my fault... but this really isn’t the way you should speak to customers. The only reason why I even came into the store in the first place was because the other store manager was kind enough to offer me another meal.

Mr. Chipotle manager working on 1/22 at 4:00 pm, if you’re reading this... please remember THIS lesson. People won’t always remember what you said, but one thing they will ALWAYS remember... is how you...

I am very disappointed regarding the unprofessional and disturbing behavior taking place at your Chipotle location. My son recently went in, and what he witnessed was completely unacceptable.

According to him, the manager began yelling at an employee simply because she accidentally dropped some food. Instead of handling the situation calmly and respectfully, he chose to embarrass her in front of everyone, escalating the situation into a full-blown verbal argument. The employee was clearly upset and eventually started crying. To make matters worse, the manager then told her to clock out and leave — and as she walked out in tears, he was smirking.

That kind of behavior is not leadership. It’s harassment, and it creates a toxic, hostile environment for both employees and customers. No one — especially a young worker — should be treated that way in front of an audience.

I have witnessed similar behavior from this manager before, and it’s deeply concerning that it’s continuing to happen. I have now told my son and his friends not to return to this location because the atmosphere is completely unprofessional and uncomfortable.

This needs to be investigated immediately. No customer should have to witness this kind of behavior, and no employee should ever be humiliated like...

Food was the standard quality you'd find at other Chipotles. The quality of service from the staff was apathetic. They had no drive or will to provide any level of customer service.

Ice machine was broken got an "oh" from then. Waited for them to offer a solution....nothing came...i then had to ask if they could somehow supply any ice. One eye roll later they went to the back to find a container to provide ice. Was able to see them chatting and joking around in back, absolutely no sense of urgency. Finally comes out with a container of ice and I thank them and fill my glass.

I then find that the coke dispenser appears to be running out of syrup as the cup is filled mostly with carbonated water. The color of the drink was very diluted. Told the staff about this after I was able to finally make eye contact. They seemed confused as they reported to me they had recently replaced it.....and then went back to their private conversation....that's it.

So, pretty limp customer service. I definitely got the feeling that they could care less about anybody's concerns but their own. NOT going back to that location. Luckily for the Chipotle chain owner, my daughter loves your food so we'll have to drive even farther to find...