Chipotle Mexican Grill — Restaurant in Phoenix

I did a phone order on Saturday March 20, 2021 placed approximately at 11:45am was told by the automated phone system it would be ready in 20 mins. I arrive at 12:00 noon the cashier asks if I’m waiting on a to go order I said yes I called an order in and was told it would be ready in 20 mins. She said it should be ready soon they were running a little late. No problem I waited until 20 after 12 and I asked again about my order was told it should be ready soon then 10 mins later I asked again the they asked if it was placed online I said no by phone, which I was then informed their phone system was not being monitored for phone orders. I asked if they could just make what I had ordered since I had been waiting so long. They said no because they were running out of food and was getting ready to shut the restaurant down. I asked for a refund which they said the manager would do but he was currently busy in the back but would be up in a few mins. So I wait another 10 mins and ask the cashier if she can refund it because I needed to get going and that I had already been there a long time she said there was notice she could do. I left and ended up having to call my bank and report the charge as fraud so I could get my money back. I would never be able to recommend this Chipotle’s to anyone. There was no apologies or anything to keep me as a customer. There are many Mexican restaurants out there that have better food and much...

Update: I must be delusional because I went back tonight. They rush you through the line so fast like they're checking a box versus helping a customer that it honestly gives me a little bit of anxiety and they don't actually listen to what you want and then they get the order wrong. I asked for my drink cup and she said it was in the bag which would be weird, so obviously it wasn't there. Then I asked for my receipt and she said it was at the bottom of the bag so I tore everything out from the bottom and would you guess what? No receipt AND in the frustration of it all, I left the burrito on the counter and left without it. When I went to get the actual receipt the lady at the register just seemed so frustrated. And the queso is hardly ever actually full. I don't get it????

Terribly inefficient, distracted and frustrated (and frustrating) employees. Customers seem like a huge inconvenience to them. I had to repeat my order three times and they still got it wrong and then I had to reask for chips and the drink I purchased after paying and before leaving the counter. There was non-existent communication between the person making the food and the person that should have been handling...

The food quantity varies too much at this restaurant. We've been going to Chipotle since it first launched and have noticed the portions getting smaller and smaller. It's super disappointing and we'll be looking for other Mexican food alternatives

UPDATE: I broke down and went here last night as it was too late to cook a meal. I sat in line with about 7 other people including a former Chipotle employee as meal after meal was prepared but the line didn't move. Curious i looked at what was going on to see the staggering kept pulling orders off the internet to fill. Orders that were being pulled well after the people on line were there.

After some time I asked the person behind the counter if they were going to take the orders from people in line or just keep making the online orders. Without answering my question the person told me to leave. Which is why I asked the question in the first place. They claimed they were the manager. They couldn't manage to answer my question nor figure out how to handle their online orders and the people in their restaurant so I'm not sure what she was managing. Incompetent staff and...