Chipotle Mexican Grill — Restaurant in Saint Paul

I am appalled at the combination of poor and unprofessional service and insane wait time.

I ordered five items for a group, and I know this location usually takes a while so I arrived ~5 minutes after my order pickup time. I arrived, didn’t see my items so I notified an employee, and it took them 5-10 minutes just to tell me that my items had been stolen, so they were going to remake them.

I wound up waiting an additional 40 MINUTES for unknown reasons. One guy said “I think they’re waiting on chicken.“ About every 10 minutes I asked for an update, and it was like pulling teeth. Two girls were next to each other, one doing paperwork and one on her phone. When I went up and asked if there was an updated ETA, neither of them acknowledged me. I asked again, still no acknowledgment, literally inches from them. I then asked “Hello? Can you hear me?“ and the one doing paperwork had to shake the other’s arm to look up, and she couldn’t have looked at me any more annoyed. No apology, just told me to “talk to him” - an employee who I had previously been talking to, but looked like he was off duty on break. I mentioned that in my wait time, at least 50 people have all successfully come in, ordered and left. I said none of these people ordered chicken? Does it really take 40 minutes to cook more chicken? The guy literally just shrugged at me and said “I don’t know what’s going on.” Didn’t offer to provide any further help, absolutely no initiative on getting answers.

At about the 25 minute wait time mark they at least offered me a beverage which was nice, but at this rate either having the meal discounted or even offering a side of chips and guac would’ve gone a long ways. And because they couldn’t manage to give me a realistic estimate, I stayed indoors the whole time, instead of getting to walk around in the beautiful weather. I kept thinking any minute it would be ready, because who thinks an order is going to take a collective HOUR to make?

To top it all off, most of the orders had something missing, and the proportions were significantly smaller than when I order in restaurant versus mobile pickup. Everyone in my group said I never should’ve gone to this location because it’s par for the course, which says something.

The only redeeming quality besides the drink was the gal who handed my food at the end and looked genuinely sympathetic as she sheepishly said sorry.

Management, please do some proper training, provide guardrails for items being stolen (which I’m still not sure was even the truth or if they just missed my order), don’t skimp on proportions on mobile orders, and give some lessons on professionalism and proactive...

Came into chipotle to have lunch around 130 this afternoon my friend and I along with our children spent roughly $50 at chipotle this afternoon I would first like to say that I noticed a sign in front of the doors telling me that after 3 PM they will only do online orders due to short staff this was particularly alarming since I counted seven employees on hand while placing an order I would prefer to get a steak bowl with chicken but they were told me it would be a 10 minute wait for steak they also only had about a serving and a half of Barbacoa out and told me if I want to Barbacoa I would also have to wait for that upon making my daughter’s kidsMeal I discovered that they had no mild salsa for the day I am not sure if this was because they simply did not choose to make it or if they did not order it the two ladies that were working the line we’re extremely rude when I told him that I would wait for steak they gave me a very perplexed look and ask me again are you sure you want to wait? They were also out of the only vegan option on the menu ( I am not vegan but I enjoy the flavors of the meatless option) I was overcharged and underwhelmed as they were Missing my most favorite menu items. With the chaos happening in the front of the house I noticed the manager coming out after our order had been placed she proceeded to interview another girl as if she could possibly help them with the dysfunction overall I’m extremely disappointed this used to be my favorite location but sadly I will not return under this management I would also like to know the cook came up to the food area and added a fresh pan of beans directly on top of an old pan and then proceeded to use the tongs to pick pinto beans from out of the black beans and overall just mixing everything together I’m very sad and unfortunately will not get my money back I believe corporate need to know how far gone this location has gotten they simply do not care! On top of all of this I got chips and guacamole and my guacamole was mostly one solid piece of avocado no effort what so ever !

Edit: they also had NO FAJITA MIX just lazy...

No refund for missing items and incorrect meal after a 55minute wait on a pre-ordered meal. Rudest manager I have ever encountered. I had the WORST experience i have EVER had at any restaurant, let alone Chipotle tonight. Not only was my wait time above 55 minutes, even though I pre-ordered online through your app, my order was incorrect and missing the chips! When I politely asked to be refunded, both the cashier AND manager were EXTREMELY short with me, but the manager ESPECIALLY was indescribably rude beyond belief to me, especially for someone who had just waited with no complaints for more than 55 minutes on a pre-ordered meal. She told me they could not refund me and to go online myself and they would not help me with it. When I politely suggested a gift card for the amount of chips that was missing, she refused and looked at me as though I was crazy and her tone of voice was SO derogatory. At other businesses not only would people be reimbursed for their meals for such an atrocious wait time no questions asked, there would be NO QUESTION of refunding for a MISSING item and incorrect meal. I am appalled. And the way it was handled? As though the customer - me - was in the wrong? Some serious customer service training needs to be had. I have worked in customer service all my years and food service and I know how tough it gets, believe me. But if you cannot handle it, and you are going to refuse fair treatment to a customer along with plain nasty treatment to them...just do not bother. ESPECIALLY as a manager of all positions. I am disgusted. And then, I get home and my burrito is pint sized small. And freezing cold to top it all off. Not to mention incorrect and missing the salsa. The worst experience I have EVER had. First you mess up an entire order, then you make me wait nearly an entire hour for it, and then you take my money and refuse to even refund it. Thanks for the worst service of my life, and not even offering to make it right...