Chipotle Mexican Grill — Restaurant in Orem

I remember when this location first opened, and the quality and its service were more consistent. To its credit, this Chipotle has been fairly consistent and timely, but unfortunately I had a negative experience last Friday (12/9) that has since made me reconsider coming here again.

I debated on whether this review was even necessary, as I know it’s the holiday season and stress levels are high. I hope my review perhaps opens up an area for discussion on improvement, rather than any kind of punishment.

Last Friday, I placed an online order to be picked up at 8:30 PM, and while a bag was ready at the pickup counter, the bag had my receipt on it but another person’s order. I didn’t see this until I got home, but I figured it was a simple mistake so I came back to the store as soon as I got home to see if they could remake the order.

When they remade the order, it was made incorrectly again, and sour cream was added for some reason. When I brought this up to a nearby employee, a young woman with glasses, she explained that what they receive from their side to fulfill the online orders includes different ingredients than those originally ordered (????). She also explained that they ran out of guacamole that moment, and they had replaced it with sour cream instead despite not checking with me first to see if I was OK with it. It is worth noting that before they remade my order this time around, they had me read out all the ingredients in my email confirmation to ensure they saw the same thing from their side to remake it properly. Also, I was not offered a refund for the unavailable guac.

The employee (a young blonde woman with glasses) remade it a third time, though for some reason for this rendition she included cheese, also not on my order. When my husband and I pointed this out to her, she said that I had ordered it, though she read out the ingredients on the lid, saw that cheese was not in fact on the order, and aggressively threw the order in the trash can in front of me and stormed away back to the counter to remake the order for a 4th time while I tried to request a refund. This request was not honored, though at least the 4th order remake was done correctly.

It is worth noting that my order was nothing particularly extraordinary: a chicken burrito bowl with guacamole, mild salsa, corn, lettuce, white rice, and black beans.

I tried to acknowledge the late night dinner time rush and remained patient, despite the fact that I too had gotten out of a late work shift at that hour and had actually been kept waiting for my original order for another hour by the time the my order was remade correctly.

I am struggling to understand how my patience, professionalism, and simple order were rewarded with being made to feel as though I were the problem even though I complied with every employee request to ensure that it was remade correctly.

The Provo location also has a habit of making orders incorrectly so I’m wondering if maybe the manager can request better order fulfillment machines from Corporate Headquarters, as this seems to be...

Let’s start with the Chicken Al Pastor. That is THE best protein Chipotle has to offer. Please make Chicken Al Pastor a permanent option on the menu. I literally waited for it to come back and that is the only protein I request. Everyone who works at the Orem location are the best. They are always welcoming. Shout out to Natalie for always being a real one and always taking care of me and letting all the other co-workers know what my usual order is every single day I step in for a burrito. Shout out to my boy Abraham. He’s always greeting me like as if we known each other for a while lol. It’s like we family in a way. Give Jesus credit because he is always saying hi and you cannot have a great reputation for a restaurant without great cooks. Haven’t interacted with Matt much but he is a dope guy. Greeted me the first time we interacted and was making sure I was well taken care of. Tony seems like a really focused worker which is great. More power and abundance to his future. Orem Location the best location. Valeria is always happy and always having fun talking to the customers. She’s very positive and that’s a great thing. Make a poll to vote for Chicken Al pastor to stay permanently so I can vote for it. Preston is awesome. We officially interacted and he is very nice and chill guy. Nothing but pure humbleness and kindness out of him. Bradley on his first day working last month made me the best burrito anybody has made me at Chipotle. The whole Orem crew need...

I'm at a lost for words...

I was in Orem just driving around looking for somewhere to eat. I stumbled into the chipotle parking lot thinking to myself “chipotle is life” I waited in my car contemplating if I should eat there or not. After going online and reading the amazing reviews about this place I decided this is the place! Once stepping foot into the store this location is like no other restaurant the atmosphere is relaxed and friendly not compared to your Taco Bell or costa vida. After stepping into one of those stores your stomach is either worried or your wallet is! The lord sent me a blessing when I saw the quirky name to this place and pulled in. Chipotle is like the Grand America of Mexican grills when it came to service. I must say that would not have been acheived without the outstanding effort put in by one "Matt Esken". This guy is a class act before even getting through the door he looked at me and smiled with a friendly smile and warm welcome. The staff went over the options of things on the menu and what was the most popular. The store was clean enough to eat off of the floor it was the best I have ever seen in a restaurant. If I had known that this was even a place on earth I would have never stopped anywhere else and neither should you. If you do have the pleasure of entering this celestial restaurant be sure to ask for Matt because he will treat you like the Kings and Queens you are, Hats off to you sir you are one...