Chipotle Mexican Grill — Restaurant in Randolph

Edited to add 24 hours later and they still have not returned my money!!

If I could give 0 stars I would. Last night my daughter placed our order on the App with pickup scheduled for 7:50 pm. Hours online both in the App and on Google say open till 10, hours posted on door say open till 10. Money was withdrawn from my account. We arrived to pickup our order and were met with a closed door and others in the same situation. When someone finally came out to the knocking by my daughter and others she was told the store was closed. When my daughter said ok but I placed an order she was told yeah you have to go online and request a refund.

As we continued to stay there to try and sort this out more people arrived to pick up food that was ordered and paid for online and being told the store closed at 7 and they had to request a refund.

When I entered the store to ask for a number to reach corporate, music was blaring and everyone was ignoring the situation that was taking place. When able to get someone’s attention I asked one employee and if this was a corporate owned store or a franchised store. She said I don’t know. I asked who would know and she said the manager and then proceeded to play on her computer. Did not get the manager for me.

The manager peeked around the corner numerous times before saying we are closed. I stated I understood that but I wanted a number to contact corporate or the franchise owner along with the store number. I was given a number that turned out to be DoorDash so I have still been unable to speak to anyone at corporate regarding this situation.

The entire staff was ignoring the situation and the numerous people who were arriving to pick up orders that had been paid for. Very disgusted with how poorly run and managed this store clearly is.

I understand the idea of being short handed and was told that was the reason for closing at 7. If that is the case the hours should be adjusted online and in the app as they were during the pandemic.

They were able to immediately take my money for the order that I couldn’t get but now I have to wait 3 to 5 days to get it back. Disgusted. Teach your managers customer service skills and crisis management skills.

As I was leaving people were still arriving to pick up food they were never gonna get but were out...

I normally don’t waste my time ranting about bad customer service — we’re all human, and I get that. But this? This was hands down the worst fast food experience I’ve ever had.

You’ve got six employees working the register, the store is nearly empty, and yet mobile orders are backed up like crazy. Delegate. It’s not hard. Why are there more people waiting for mobile orders than there are customers actually inside the store? And while we’re all standing around frustrated, I see your staff literally standing around doing NOTHING. Twiddling their thumbs while one person — one — is left to deal with all the online orders. That’s not just bad service — that’s flat-out horrible management and a total failure of basic delegation.

Any other fast food place would’ve had the common sense to shift some help to where it’s needed. But here? There’s five to ten people waiting to pick up food, six employees hanging around the register just staring, and only one person making the mobile orders. Yeah, that makes perfect sense. Absolute clown show.

And let’s talk about your false advertising: “Order online, it’s faster.” That’s a straight-up lie. Every. Single. Time. I order online here, it’s a disaster. I placed my order at 6:00. It said it’d be ready by 6:20. You didn’t hand it to me until 6:40. And what did I order? A massive catering tray? No. Just Chipotle. How the hell does it take 40 minutes for that?

This level of incompetence is disgusting. I’ve been eating out for years and I’ve never been this irritated with how poorly a place is run. If I could give zero stars, I would....

So... I'm not one to leave bad reviews but I have to. Every single time I go here something goes wrong. I am going to continue coming here since I love Chipotle and there are no closer ones but here are the issues:

There is always something out of stock. THe past two times I have gone there were no chips (our favorite part is the chips!). The time before that there were no burrito wraps so we had to get a taco instead. Also, the coke is always out and comes out as water.

I place my orders online. A few orders ago my online order was somehow completely missed. I have the screenshot of the order confirmation on my phone, but it never made it to be created. I got there and explained this after having ordered it an hour ago, but instead had to wait 45 minutes while everyone else was serviced in the store. Even people who came after me. I would have gotten out faster if I had just got in the regular line that time.

On the bright side nobody that works there is mean...

EDIT TO MY ORIGINAL REVIEW: So, I ordered 2 more times since I last wrote this review, and the first time they were out of cheese, and this time they were out of white rice. This place really needs to hire someone else for their...