Chipotle Mexican Grill — Restaurant in Owatonna

Google profile states open until 11pm. We saw a review from a few days prior where someone had arrived at 9:30 and were greeted by staff saying they closed already.

So we decided to call and were told they are open until 11pm.

We ordered our food online at 8:30pm and chose the option to pick food up inside for a 9:30 pick up time.

When we arrived the doors were locked and there were 7 or 8 cars in line at the drive up.

Once it was our turn at the window now at 10pm (after waiting in line) the employee told us they were closing early and were out of food. We stated we already paid. He then stated that’s your problem you will need to call corporate the following day for a refund.

We stated that wasn’t good enough. They should be able to cancel the order and offer a refund at the store - as this was done earlier in the week for another experience we had at this same location where they were running behind on online orders.

The worker stated he didn’t like his job and that I should learn to take action on getting my refund by calling corporate and then called me a few choice words that Google won’t allow.

They then called the police when we said we needed a better resolution.

Police officer arrived - annoyed at us - rightfully so.

We explained that we had paid for food and they processed/completed our online order to the status of “food delivered” and we were worried we would not have any recourse or proof for a refund when calling corporate the next day.

The officer went inside to see if he could get us a receipt showing the order had not been completed.

The manager (who had refused to talk to anyone) handed him a receipt showing this.

While we were waiting for the officer to come back out, we saw multiple employees with freshly made burrito bowls chowing away inside for all to see.

Pretty tacky to not make the food we paid for but to indulge yourself.

We thanked the officer for his time.

When we left, the line was 7 cars deep behind us. Who were also waiting on their online orders.

Similar events unfolded for them.

If the location was out of food, the manager should have been proactive in a resolution. Possibly having gift cards ready and greeting cars promptly as they arrived, stating the situation, giving a $5 or even $10 gift card and inviting people to come back another time when they had food, and cancelling the online orders, in-store.

I’m sure there are other solutions but this one comes to mind if you are trying to drive business to return to your establishment after your mess-up instead of being lazy.

I definitely would not have marked the order as ready for pick-up either - I’m sure they were trying to protect their metrics from corporate but as such,...

First and last time trying this place. I placed my order in the app and paid with a card for the “fast pick up” lane. I want to make this very clear my order was one burrito. I placed my order at 4:45pm for a 5:20 pm pick up time. I pulled in at 5:30pm to 10-12 cars ahead of me in the “fast lane”. The FIRST time I sat and waited for 25 mins not once did the line move. (I didn’t realize I had to set aside several hours to go pick up my food that’s supposed to already be made and ready for me). I had to leave for a prior engagement. Came back 25-30 mins later to the “fast lane” for a SECOND time to 8 cars, and this time I waited 30 minutes in line, to which one vehicle actually went through the drive-through. I pulled out of line and parked to go in to the store. What an absolute mess!! I stood in the store for at least 15 minutes, just hoping to grab my food that should’ve been done and was already paid for. I could not get one employee to look at me, let alone talk to me. If I wanted to talk to someone, I would have to had to walk back into their kitchen. There also was 3 other customers randomly standing around near the register waiting for pick ups? Or call ins? Even the designated pick up shelves were completely empty. A nice gentleman also standing around waiting told me he tried to cancel his order in the store and was told he had to call corporate to get a refund and cancel his order. At this point, I left the store, in total 2.5 hours attempting to pick up my order-55 mins in gas wasted in the “fast lane” and walking out with NOTHING. Zero customer service, dirty store, and Obviously, this location is so far in over their head it’s ridiculous. I’m not really sure how a business can take my money and not give me a service or product, how else was I suppose to get my order? It was very clear once I was in the store. They do not make anything ahead of time or at least on this evening, they did not. Maybe they shouldn’t be offering pick ups, fast lanes etc in if they can’t even say hi to the people that are walking into the store. Worst experience I have ever had...

As of today, this location is pretty new to Owatonna. The building was remodeled but seemed to be unfinished. Coming into the building, I immediately noticed the entry door handle was broken on one of the doors and had to manuver around to get the door open. While walking up to the order, the lobby and the kitchen area were very disorganized and lacking cleaning attention. The young lady taking and making our order was very polite and curteous. The music in the lobby and the music being played in the kitchen was very, very loud, making it difficult to hear and for her to understand the requests. I did see staff performing food quality and safety checks, and that was nice to see. We got our food in a timely manner. There was not a single table in the lobby that was clean for guests. I went to get fountain drinks, the station was messy, and very low on supplies. All 4 alternate drinks were empty, and the floor was extremely sticky. The food was very good and very large portions. I will try this location again in the future when they are able to maintain the cleanliness of the building and...