Chipotle Mexican Grill — Restaurant in Roxbury Township

We were really excited to get Chipotle tonight and placed an order for pickup online. The total came out to about $70. When we got home and opened up the 4 orders, they were all wrong. One order was supposed to be sofritas for someone who does not eat meat for religious reasons. That order had carnitas. Another order was supposed to be double the portion of steak and very clearly had a meager 1 portion. Another order came with brown rice when it was supposed to have white rice. The final order didn't have guacamole when it should have. We also had a fountain drink which I had forgotten to fill before picking up the order and that was clearly my fault. Had it just been me, I would have just dealt with it, but considering this was a family meal, it made sense to go back. This was where the real problems began. It's ok to make a mistake on orders, but if someone is going to go back to try to get it resolved, there should be some kind of customer service protocol in place. I let two workers know that I had paid $70 dollars and the order came out wrong. The two workers didn't know what to say, so they said nothing and just stared for a minute until someone else came over and asked them what was wrong. The cashier told the worker that the whole order was wrong. She then took the entire bag and threw it in the garbage. There was no communication with me before she did it, and she didn't even bother to look and see what was wrong or even apologize for the inconvenience. At some point she explained that white rice was given because they ran out of brown rice. She then went about making the order with a lot of attitude. Things were thrown into the containers and the bag was given to me without so much as an apology or even saying goodnight. One order was supposed to be a burrito and that was just thrown into a bowl.

I have worked in the restaurant industry for 14 years and this type of behavior from anyone who is working in customer service should not be. I'm not suggesting the customer is always right, but if there is a mistake that has been made, there's a right way to go about it, and tonight that was not the route that was chosen. I would look to the manager or even the corporate level of Chipotle for answers. Why is this type of behavior acceptable in your establishment? I will never be going back to this Chipotle. The next time I'm in the mood for Mexican food again, I'll be going to a different restaurant where customers are actually valued. Working in a restaurant is not easy and it's long hours and sometimes dealing with unruly customers. As someone who's been in it, I would never do that to someone else. There was absolutely no reason to be treated like this. Chipotle should be holding itself to a...

The food was excellent as usual. There was no one in line when I walked into the store. I walked up-and-down between the cash register and the counter and 7 different people were working behind the counter. The only person who acknowledged me a was the guy who was opening the food bags and cooking. 2 people were looking at something on a phone and the rest were doing various jobs. Finally, the man who was cooking said something to the 2 on the phone and about a minute later the woman came up to serve me and the gentleman who had come in behind me. She never once apologized or acknowledged that she had not seen us and served us promptly. She handled the food serving and proceeded to slide the bowls down to the register. It was about another minute before she called someone to come and ring us up. At this point, I was very frustrated and ready to walk out without even paying for my food. The cashier asked if there was anything else after I paid and the gentleman behind me asked to talk to the manager. The manager-- manager, apprentice,-- who turned out to be the guy who was looking at stuff on the phone in the 1st place, jokingly says "oh I'm so sorry that happened" and laughed about it. Nothing sincere and no offer of anything to accommodate us… absolutely nothing. These people do not care about their jobs, nor do they care about the people that they are serving… the ones who pay their wages. I will be calling the manager and giving him the details. I have never felt so unappreciated as a customer in my life as I did at this store...

I don’t usually leave reviews like this, but I feel it’s necessary. I’ve visited this Chipotle several times recently, including today, and each time the experience has been disappointing.

It’s clear that some employees here genuinely care and are working hard to keep up with the rush—but it’s equally clear that others just don’t. I’ve watched as one or two employees are scrambling to manage the line while others stand around, disengaged or on their phones, offering no help. It’s frustrating to see good workers overwhelmed while others do nothing to support them.

Today, for example, there were only two people ahead of me and it still took over 15 minutes to get served. One team member from the register was clearly trying to help the overwhelmed worker on the line, but you could tell it wasn’t part of her usual duties and the frustration was obvious.

I’ve worked in customer service for years, and I’d never allow my team to be unsupported like that. It’s unfair to the hardworking staff and unfair to the customers. I used to love coming to Chipotle because service was fast, friendly, and professional. Unfortunately, that just hasn’t been the case here lately.

If things don’t turn around at this location, I’ll make the drive to the Flanders Chipotle instead—I’d rather go a little farther for better service and a more...