Chipotle Mexican Grill — Restaurant in Rochester

First, let me say this bad review is in no way reflecting the hard working employees. I want to point out the deficiencies I have observed either on store or on company. I placed an online order today, with the hope for a quick in and out. I actually had the order time 10 minutes before when I needed it, so I have some buffer. When I got there, there was a crowd of patrons waiting for the online order while the in person line is almost nothing. I do understand why it is the case under the current cirmstances, but want to circle back on this later. I was patient knowing I am not the only one backing up, but besides regularly checking bags on the pickup shelf regularly, there was little communication on what was going on. Finally, a male employee announced 15 minutes into the wait that they were starting to make orders for the time slot my order was in, so there was hope. 10 minutes later, I started to see people with later time pick up their orders. When I asked about it, I was pointed to the cashier to find my order, print out the slip, then manually hand it over. After another relatively short wait, I got my order and hurried out. I'd want to point out a few things for future improvement if a store or company manager is reading this. First, where is the communication? People are obviously frustrated without knowing what's going on. If you proactively address it, at least some will level set the expectation and mostly likely understand the situation and be less anxious. Second, what happened to my order. If it is missed, why? Do we expect customers to guess when their food is not showing up 20 minutes after their pickup time? Third, with the in person line very quiet while the three person crew busy as hell to fill online order, is it possible to adjust your resource allocation to balance the demand? The in person order seems a quick in and out while the delay is a given for online orders. This seems opposite. Fourth, is the online order system smart enough to know the busy hours, therefore, adjusting the pickup time option dynamically? I have observed this scenarios many times during busy hours. Seems to me this can be easily addressed by allowing a limited online order for a particular time. I have to think this is the case for any food online order system ,but obviously it is not working well here. Thanks for...

Normally, I enjoy all of my food from this location. However, tonight was exceptionally bad. I ordered a double wrapped, double steak fajita with guacamole at a hefty additional price! I received a double wrapped 1/2 filled with white rice (with no seasoning, just plain rice) single steak with 7 pieces total, 1tsp. guacamole, 1tsp sour cream, like 12 pieces of corn and about the same for salsa, no cheese, no fajita veggies wrap. Don't even get me started on the baby hands used to apply the lettuce. The 1/2 that held all of my other ingredients I paid for, were so minor you could barely taste them or see them. It made for a fun game of find the ingredients. Chipotle can't even use the excuse that my fajita accidentally missed part of the station. Technically, some of the ingredients I ordered made it onto my order. Someone looked at my burrito for a few seconds and thought, "Yep, that's a solid order. Nailed it!" My fajita was shorter than the length of my hand. Both ends of the fajita had 3 inches of non used wrap for 6 in of room they didn't use. You can see the overlap of tortilla in the pic. I added my own salsa and seasoning and had even more overlap when I rewrapped it. I am very disappointed!! I used grub hub and of course paid $14 extra dollars in added on taxes, fees and tips. Do better Chipotle!!! For now you've lost my business. Additional side note: My husband just got home from work and sat down to enjoy his chicken burrito. Great news, we found my extra steak I ordered! Well technically, they replaced his chicken with steak. On the bright side, most of his ingredients were there if you really looked for them. Sadly, no cheese or sour cream. Luckily, there was a ton of unused tortilla I was able to fill up with ingredients...

This chipotle is just the worst. In the 3 years we have lived in Rochester we have tried going several times, and have never waited in line for less than 30 minutes - usually its closer to 40 minutes. The line may deceptively not look long (ie not reaching the door) but we still wait a half hour. Let me tell you a story about the last time we went to this one:

It's a Saturday, we really don't have much going on, so while we are at Target we decide to stop in this chipotle because even if we have to wait a long time it really doesn't matter today. So we are waiting, about 25 minutes go by and we are around halfway up the line. All of a sudden, a guy in his ~50s comes in, looks exasperated and walks around the tables to come talk to the teenager standing behind us. He says "You're only halfway! The rest of the family is already finished at Panera." Teenager awkwardly: "Well do you want me to leave and get something else?" Apparent Dad: "No, you might as well finish waiting, we will be in the car" -then stomps out the the door.

It was this awkward scene that really made us decide to give up on this chipotle. Now, even if we are at Target or Home Depot and start to crave some chipotle, we literally drive down to the one on South Broadway and get our burrito bowl more quickly than if we had just waited in line at this location. Except once about a month ago my wife tried this North location again - same thing, 40 minute wait... Chipotle owner: don't you understand you will make a lot more money if you can get the line to move faster? Less people will decide to go somewhere else...