Chipotle Mexican Grill — Restaurant in Pullman

A combination of poor management, poor customer service, and poor order fulfillment policies during the store opening business left a bad taste in my mouth (pun intended).

Originally, I had ordered at 5:25PM for a 6:00PM pickup. Upon arrival, they gave me two options: (1) they told me it would be another 20 minutes, or (2) they gave me the option of canceling my online order, going inside and waiting in line to order in person. I had some work to do, so I waited the 20 minutes.

Upon arriving at the Chipotlane again, they told me that they were barely filling the online orders that were to be picked up at 5:30 (not ordered at 5:30, picked up at 5:30) and that I should expect and hour more of waiting time. That would put an order I placed at 5:25 being ready almost 2 hours later. They again told me to park and come in, wait in line, and order in person for quicker service.

I asked for the manager and he confirmed that they were filling in-person orders first and fitting in the online order whenever they had time. This seems like an asinine approach to customer service. The website has no means of letting a person know their food will be delayed, or that the restaurant was prioritizing in-person customers, and they had no means of giving an accurate prediction of when I would need to come back. Instead, they prioritized the walk-ins over the people who planned ahead and ordered for a specific time.

Finally, I asked to have my order cancelled (after the manager offered). However, he said that the system had no means of giving me proof that the order had been cancelled because he had to "go process it manually in the office". So, I took a video of him confirming that my order would be cancelled and my money refunded. If I don't see a refund in 3-5 days, I guess I will be contacting their corporate office.

Update 2 years later: we have been back several times since that ill-executed launch and the service and selection have been good. I guess that bad review can just be chalked up to...

Updating my original review: You've lost my business. I used your app again to order food a few weeks after you opened, and when I got to the restaurant to pick up my food via drive-through at the time the app told me it'd be ready, the line of cars was out onto the street. I parked and went inside instead, and after waiting in line, I got to the front only to be told that the online orders were ONE HOUR behind. No apology or explanation, and when I asked how to get a refund I was told I'd have to use the app.

Next time I went, I decided not to order ahead on the app and to go inside. As I entered and approached the counter, an employee yelled that that they were serving online orders only.

So if I can't order food reliably on your app and I can't order food reliably in your restaurant, how am I supposed to do business with you? In theory it is nice to have a somewhat healthier quick food alternative in town, but in practice this restaurant is a prime example of mismanagement.

Original review: Wasn't perfect, but then again, I went on their opening weekend in the middle of a pandemic.

The biggest positive to me was that the person who was working the drive-through window was very friendly and apologetic about the extra wait for my app order; it wasn't ready when I arrived, even though I got to the window a little late because of the line. The crew member had me pull into a numbered spot and brought the food out to me personally when it was ready.

The food itself (some tacos) was a little cold and soggy when I got home about 3 minutes after it was given to me. It was mostly lettuce and the fresh salsa/pico de gallo. The chips and guac were excellent.

All in all, I am happy with my first Chipotle since I moved from Southern California years ago and look forward to giving it another try in Pullman once...

I would like to know why your employees feel the need to be so downright rude to anyone that comes in. If they don't want to work, they should quit. People stopping by to order food is no reason for the level of disrespect my family and I receive when we come in.

They aggressively slam your food onto the plate. They will give you as little food as possible ($10 for 2 tablespoons worth of beans. $10 more for 2 tablespoons of rice) and then they have the absolute audacity to treat you with disrespect when you ask for more. What do they expect? $20 for less beans and rice than I can get at Taco Bell for less than a quarter the cost? It isn't right and I STRONGLY suggest whatever manager is there whips those employees into shape.

Pullman is a great town with great people that deserve basic respect when visiting your establishment. If your employees cannot conduct themselves with basic, human decency, why are they interacting with customers? If they are mad enough to handle merchandise people are purchasing with outright aggression, what kind of tactics are you teaching them? Do you teach them to withhold as much food as possible? Do you teach them to snap at customers for asking questions? Do you reward them for whichever one acquired the most complaints? Because looking here at your reviews, it sure looks like it.

We will no longer be purchasing from your business because if we cannot trust your employees to behave with decency, how can we be sure they are even following the rules when it comes to preparing food? Customer service is the easy part. If they will skirt the easy things, they are definitely cutting corners where it counts. People like that can't be trusted and it puts community health at risk.

Looks like you guys have a lot of people to...