Chipotle Mexican Grill — Restaurant in Philadelphia

Honestly very surprised about the reviews on here. I wouldn’t be posting a negative review ever, but most times I go to this location I have a negative experience so I want to share it with others. I’ve lived close by for over a year and have been to this chipotle a handful of times because I LOVE chipotle. In general this chipotle isn’t managed well, I’m only going to guess why but almost every time I’m here there’s a huge slow moving line. Almost every other chipotle I’ve been to can move customers and lines bigger than the ones they have here and WAY faster.

Generally I’m not a super patient person BUT I understand there are lines sometimes and I don’t usually fuss about it. It’s one thing if it’s because it’s that busy, but it isn’t most of the time here. The employees operate with zero sense of urgency, they’re frequently understaffed or the employees just walk off the line too often due to either not preping enough or just taking breaks and leaving one person to run the busy line.

My most recent visit however was around 4 pm today (Saturday). They ran out of both chicken and steak (can’t say I’m surprised because of their track record with me). The grill person started off with good customer service by apologizing and letting everyone know he was working on it. Until a customer asked how long it would take. The grill cook gave him a long sarcastic response like the guy didn’t know how chicken cooks before saying around 10 minutes. Of course the customer walked out, but then the cook continued to talk very loudly (I think to a coworker?) making the impression that the customer should have never asked him how long it would take. That’s when I decided to walk out as well.

I understand food service gets busy and mistakes are made with food prep, but the poor customer service I whitnessed today was the last straw for this chipotle...

I ordered a burrito bowl with sofritas and chips and guac via the mobile app. Order # L3P-2A1 today 3/30/2023. Sooo it said my card declined but I have thousands of dollars. I log into my Wells Fargo app and there it is, $13.99 debited from Chipotle. So i was like mmm. I guess i have to go up there. Got in my car and went up there. Spoke with the manager. who stated I had to call Customer Service. I said no maam I don't have the time. I will just try again. Tried again via the mobile app and it went through. Yayyyyy. Soo yea, wait at the pick up line for the lovely over worked young lady to finish packing it. She gave me my bag and then told me " Oh we don't have Chips" . I said huh. This is Chipotle that's an essential item lol. She said we had some but they were stale and people kept returning them. I said OH MY Lol. In my mind I'm like hmm I just paid for the chips. Then i tell her. mmm Excuse me maam i paid for the chips how do i get a refund. " you have to call the Customer Service #" lol oh lord. Then I realized, HEY i paid for Guac too what am I gonna dip into my Guac. Am I supposed to go to Target and get chips. She laughed. I was mortified. I literally was served scraps. Like literally whatever they were willing to spare or had left that's what I got. I felt like a paying panhandler LOL. Sooo on my way to my car, I said let me call Customer Service and see if I can get a refund. Automated system comes on " unfortunately our team is busy making food and we cant talk to you, please refer to your confirmation order to resolve any complaints" LAWDDDDDD!. ATP i just gave Chipotle my money seriously. Like i don't even know where to go at this point. The receipt email had no visible indication of any way to resolve any issue. I gave up...

Please put this location out of its misery and close shop. Look, I fully realize that complaining about consistently incorrect burrito orders and an overwhelmed (and therefore rude) staff is truly marginal compared to a global pandemic, but sometimes needing to enjoy the smallest thing like munching on chips and salsa can really make someone's day...or week.

That said, there is zero redeeming quality about this location in the past several months. What was once a really good link in the chain has devolved into free-for-all Mad Max-style chaos where your order MIGHT be right 1/10th of the time. And even with that 1 correct time you will definitely be disappointed in some way. When you get home and tear into your bag to find A) Most of the ingredients you paid for are missing, B) You clearly have someone else's order, or C) You dare return to confront the staff about said mistakes only to be chastised and put on the backburner for another 20 minutes.

The THIRD TIME my order was incorrect in some bonkers way (I know, glutton for punishment) is when I drove back to the "restaurant" and told them of their mistake and asked them to re-make it. They more or less did, but after throwing the bag in my direction and hearing me take the high road with a "thanks," they simply responded, "Yep."

I will say Chipotle corporate has been pretty good at retroactively helping after filing a complaint each time by giving back a free future order. But dare I play my free card at this location again? Should I use reverse psychology and order a completely bizarro burrito in the hopes that the Mistake Train pulls into the station and delivers what I would normally, correctly order (and not in a juicy, oozing...