Chipotle Mexican Grill — Restaurant in Rogers

I wish there was a way to give them zero stars. I have been eating at Chipotle for at least 20 years. I have never experienced a store with such incompetent managers and employees as this store. I am not one to publicly complain very often. In fact, I am more likely to take my time to give a good review than a bad one. I may have only given bad public reviews about 3 times in my life and this is going to be the worst one. The last 4 times I have either ordered it tried to order have been terrible. I only keep trying because I typically love Chipotle and had been begging for one to be put in Rogers since I had moved here in 2010. The three experiences prior to this was filled with orders made wrong and items that had been purchased and not given to us. These have always been when we get it delivered, therefore, we couldn't check to see if it was correct before we left. This time we tried to order through the app and the app kept giving us and error and asking us to try back later (this was frustrating itself). So I said let's just go in and order. When getting there, they stated that we need to order through the app. When we said the app wasn't working, they told us we would then need to order through the internet. I asked the manager why we can't just order with them and he said that he only had 4 people and they were too busy to tell them to make it. I don't quite understand what he meant by that. We decided to leave. The other times that I had called to let the manager know of the mistakes, one time he said he was a new manager and he was brought in to deal with these issues and that they would get better. The next time I had asked if they could just send someone with the items we paid for and didn't receive. He said there was no way to do that and that he would refund me for those items and we could reorder again. I don't know why I would have to jump through hoops when we waited for quite a long time to receive it in the first place. I think at this point I will drive to Elk River or Maple Grove than deal with this store. Either way, I probably won't be supporting Chipotle much anymore and it is sadly...

I ordered online for a 60th birthday party for 25 people 3 weeks prior to the date of Sept 4th and my charge card was promptly charged the $285 (surprising).

The day before, Sept 3rd, my Chipotle app said I didn't have any pending orders, so I called to confirm with the manager at the Rogers store, "Kristin" I believe.

She found the order and we confirmed that they would have it ready to take to my car at 3:45 on Sept 4th as the party started at 4 pm. She promised it would be ready.

When I arrived to pick up, they had not yet started my order. The manager, Justin, observed the ruckus and confusion of his staff, but he did not get up from his interview with a potential staff member taking place in the seating area. No one was sure how to handle the situation and kind of walked around in circles without addressing me. I asked to speak to the manager.

I then asked for a time estimate on when it WOULD be ready and was told 4:00 pm. I went back out to the car with the birthday girl and we waited. At 4pm, the order was not ready. I asked them to come out to the car and get me when it was ready. At 4:20pm I came back into the store where 3 staff members were trying to count and load the boxes for our order. Again, Justin was sitting at the table next to this in the seating area still ignoring me and still sitting with the same interview candidate 45 minutes later.

Two young men took my order to the car at 4:25 and I asked that the manager give me a call and make this right with a certificate for the birthday girl who was now 30 minutes late to her own party with guests waiting on us to arrive with food and open her home.

On my Chipotle app, it says that I REDEEMED two entrees on Saturday, which did not happen!

3 days later, and have not yet received a call from...

Just to preface this review, I am a true Chipotle fan. Just the thought of having a delicious Chicken Fajita Burrito Bowl makes me happy. But... I have never been more grossed out, and disappointed, by a Chipotle restaurant ever. The service was ridiculously slow - and there was only one other person in front of me before I received service. There was a small family of 4 people in the dining room - but it was trashed. There were FIVE employees visible. For whatever reason, there was no one on the line - and when someone finally came up to the line to assist, the two employees began bickering and expressing frustration with each other. One of them threw away several burrito wraps and expressed hostility about the other being in the way. Then, a bearded fella (with no beard net, btw) let out a full body sneeze - right next to the grill - without covering his mouth or nose. And finally, my all time favorite for client facing service staff in the food industry, a woman, preparing food, had Kleenex shoved up her nostrils - possibly a runny nose? Possibly to get attention? Perhaps a fashion statement? In any case, stay home! This was not only the filthiest, most bio hazard infested, chipotle experience of my life, but it was also the most unprofessional staff I have ever seen. No clue if there was even a manager on duty, but if so, shame on your management and your extra low food service standards! I'm hoping that I'm not in the ER in the next 24 hours with food...