Chipotle Mexican Grill — Restaurant in Ohio

I think I can say with all certainty that I won’t be back in another chipotle until regular ordering is back. It was Mother’s Day and I was trying to order food for out of town family who didn’t have a lot of time. I started a group order online and everyone submitted their orders to me, but due to technical problems with the app I was no longer able to checkout and send the order to chipotle. In a rush for time I decided to just head to the restaurant to see if they could help. I’ve never felt so disregarded by a business in my life. I went in and tried to ask someone to help since I was having trouble placing the order online. The girl that was “helping” me said, “there’s nothing we can do, you have to place the order online.” I said “I CANT place the order online, that what I’m saying.” Her response was “ try requesting pickup at a later time because as you can see we’re really busy.” At that point I was feeling frustrated and flustered because my family of 12 people were relying on me for lunch and this solution of ordering chipotle that was supposed to be quick and easy had literally taken me hours. I couldn’t request a later time because my out of state family had to leave soon. I tried explaining this again and even apologized for my frustration, and said that I understood they weren’t tech support but that I was really hoping they would be able to help me. Before I was even done talking, the girl walked away from me and said that I should try somewhere else because there’s nothing they can do to help. They didn’t care at all about me or my order or my trouble. I was told multiple times that there’s nothing they could do to help before they even took time to listen to my problem. They never offered a solution or even a shred of sympathy let alone empathy. I’ve just never left a place of business where I felt so much like I literally did not matter at all. I won’t be back to experience it again. They clearly didn’t want my business so I will gladly take it somewhere else and inform others that value any kind of customer service to do the same.

Throughout the course of my experience, I noticed a family come in and stand at the front where the line would generally start if they were taking orders in the store. After they stood there for a bit, someone called to them and said “ we only take orders online.” No apology, no explanation. The family walked out, and I can’t be sure but I’m guessing they didn’t place their...

I placed a pick up order for a steak/barbacoa quesadilla and I was 15-20 minutes away from the restaurant when I ordered so the order was going to be ready by 730. I walked in at 7:27 just to check and see if it was made early. (I’ve had a history of not being notified my order is ready and it sits there)

So I walk up and the manager is working the carry out line and asks what the name was. So I gave it to him and he hands me a bag so I read it and I’m like “this is not my order” and he asked what I had.

I told him a meat quesadilla.

He then looks at the bag and says “yeah this is a kids quesadilla, a bowl and a sofritas burrito.”

I again said that’s not my order, and not how I spell my name.

He goes “well it can’t be for Bri H because the order isn’t due for another 2 minutes, so we don’t have your order”

And I’m like, yes I am Bri H.

And he said “well the order isn’t due for another 3 minutes so you’ll have to wait.”

I said okay that’s fine, i was just checking in to pick it up in case it was ready early.

It was then 7:33 and he knows im sitting in the lobby and my order still isn’t ready. At this point I was planning on tipping in cash (I’m a server so I know the life) but at that point after the attitude I didn’t.

He then grabs the bag at 7:40 and pokes his head out from the Togo area and yells “Bri H, Bri H” while making eye contact with me. So I grabbed the bag and said “thank you, have a good night” and got nothing in response so I left.

I get home, and this is what I got.

Barely any vinaigrette A half serving of corn And a quesadilla that’s not even covered with a tortilla.

I personally think that’s spiteful and a terrible way to run a store. There were 3 people eating inside and 6 people in line. I can understand being busy and an order taking longer because I’ve done it for 11 years. But telling me my order won’t be ready for another 3 minutes, and then out of spite you trash my order and take 10 extra minutes for barely put together food? When I was nothing but respectful, didn't want to take someone else’s order, and was 3 minutes early?

I hardly complain about restaurant workers because I know things are hard for everyone, and people suck, and like I said I’ve done it for years. But that’s just completely unprovoked. Safe to say I probably won’t be back, but if I am, it will never be for a to go...

We stopped in Wednesday afternoon as a family....we rarely eat out, and decided to take the kids for a special occasion. When we went to pay, we told the cashier we were dining in. Someone helping the cashier had already bagged our food, and said, "Oh, you're dining in?", and grabbed a tray and placed our bag on it. My children ordered first, so their bowls (which were lighter/smaller) were on the bottom. My husband was last, and his bowl was busting at the seams. It was placed on top, and was by far the heaviest. There were four bowls in the bag, and the bag was balancing on the tray. After we set the tray down on the table, the bag fell over and 2 bowls fell to the floor. One stayed shut. The top one, barely able to close to begin with, was all over the floor. My husband went up to get a replacement bowl, and was told he had to pay for it in full. He paid, without complaining, but we noticed that no other customer had a bag on their tray. Had we had just a tray for the bowls without a bag, this incident could have been avoided. The staff needs to be told to remove the bowls from a bag and place them on a tray if they have already bagged them when a customer is dining in. This situation could have been easily avoided. We would not recommend this location, will not be...