Chipotle Mexican Grill — Restaurant in San Jose

So hear me out.. Mike (store manager) You can listen too, I’ve lived in the neighborhood of this chipotle for the past 2 years. In that 2 years I have waited very patiently for management and corporate to get their sht together and do the right thing. But day after day, week after week, month after month and year after year it’s the exact same thing. Not only is this the Absolute Worst Chipotle I have ever been to but the Absolute Worst restaurant I have ever been to, if you can even call it that. The employees (not all of them but most of them) are completely useless, they all move at a snails pace as if it weren’t a restaurant, a “fast food restaurant” at that. The line is consistently closely equivalent to in & out except it’s not because of hundreds of customers come all at once but because we’ve all been waiting 15 mins sometimes 20 minutes to be served because they have ZERO sense of urgency so the like never has a chance to die down. And then once we are served, we are met by the worst customer service I’ve ever experienced in my 39 years on earth. Most of them don’t even greet you with a simple hello, not even a courtesy smile, not even acknowledging that you are there. Tonight the person who made my food ignored me and the 80 year old lady behind me when attempting to greet and interact with him. He mumbled at best when attempting to use his infant like communication skills, he had such an attitude it was mind blowing, he was nearly tossing the food, the disrespect was unbelievable, throwing our food together with such lack of care. I didn’t even want to eat the food, but hey, I just spent so much time in the line I didn’t want to go to another restaurant even though I should have. The counters were completely covered in food, the work station where food is served was absolutely disgusting as if no one had cleaned it all day, cheese, sour cream, corn, meat, lettuce, all of it scattered everywhere. Gross. No name tags on the uniforms? Can’t even complain about the rude employees because no one is identifiable. Speaking of uniforms, all sloppy like they rolled out of bed. And then to make things worst, all of the trash cans overflowing with trash, all 3 of them. Who wants to see garbage and other people’s leftover food when about to eat dinner? No one that’s who. After the horrible interaction I leave and try to get napkins and guess what? No in the napkin dispenser? Not one..I noticed there was also No more juice or lemonade or tea in the dispensers? Really?? This place is allowed to operate like this? The manager doesn’t care? District managers don’t care? Regional managers don’t care? I’ve never seen a more filthy unprofessional restaurant ever in my life, with the worst customer service, food was cold. I mean how can it be that bad for so long? I always try to give it another chance, hoping that the next group of people they hire will work out. And for some reason or another it’s always the same exact thing. Time after time. You know who doesn’t have this issue that’s right next door? 5 guys, Panda Express, Applebee’s Panera, Senro Sushi, Wingstop. So pls save your time save your money and save yourself the disappointment and disrespect and DO NOT GO TO THIS CHIPOTLE! I will never return. And I have been a loyal chipotle customer for over 15 years. But the entire company has went downhill, and still supported them but this...

Chipotle HAS TERRIBLE CUSTOMER SERVICE!

I had a problem and called the restaurant. They state Chipotle only answers the phone if the system deems the question or issue important enough because "Our restaurant team is not available to answer every call."

Ironically, I actually called up again to type out that exact phrase. Then I found out the magic words are "connect me to a team member" and amazingly that got me to customer care.

He was incompetent and could barely speak. I kept thinking we were disconnected because he took so long to speak after I said something every single time. He was of no help anyway, so ridiculous.

The day I went in, I couldn't even talk to somebody from customer care number when I called it directly, whatt?? What is up with Chipotle's ridiculous system??

So after spending a ton of time trying to call in a ton of time trying to make the complaint that took a really long time and it was really difficult and I had to do it several times because there was so much difficulty then they reply with sorry will do better, etc. and that's it!!!

I had a terrible meal that I could not even eat and they don't even give me my money back nor a free meal nor nothing nothing NOTHING.

So I spent time and money on food that I could not eat. I spent a time trying to complain on the phone, way more than average time for other places. So I went online and spent more much time and got NOTHING!!!

I actually had a problem with another restaurant around the same time. They treated me with respect and replaced my meal. I went back and changed the review for the better. Here I went back and changed the review to worse!

Ridiculous people+ridiculous system=terrible customer service. +no return for me. 😭

Too bad my first experience was good! But I can't go somewhere that DEVALUES ME AS A PERSON. 😡

Previous 2-Star Review (2nd visit): Well, I went back for more and had a less than ideal experience with the person putting all the stuff in piles instead of before in the middle and spreading it somewhat evenly.

So some parts were extremely boring because there were so few ingredients in one spot. Some parts were all yucky big chunks of coagulated cheese that I could not spread at all. Plus two big chunks of meat not cut up. Not enjoyable at all. A waste of money and time.

But the thing that annoyed me the most is that I could NOT talk to anybody to discuss it.

I will contact them online, but I doubt Chipotle Restaurant cares about losing a new customer based on my experience so far, making it so difficult to talk to a person.

Previous 5-Star review (1st visit): Yummy food. Going...

Not a good place for pandemic conscious caring for family members with medical conditions looking for an occasional relief with food pickup.

Automated answering system is beyond frustrating and useless. Only good for placing order. Any other assistance, customer are on their own. Store doesn’t pick up phone either. -5 (negative 5) stars if possible. Not a customer friendly system during pandemic.

After spending over 10 minutes in the “Carside Pickup” spot and trying to figure out how to avail the curbside pickup for the online order, finally decided to go in to pick up from “Contactless” shelf INSIDE the restaurant.

Inside the restaurant, it’s a complete violation of social distancing: even if customers standing in a zigzag line where social distancing is questionable, is ignored; other factors at Cottle road location San Jose at 1pm on 02/06/2021 were disturbing:

1. No barrier between employees behind the counter and customer ordering the food
2. A Customer approached the cash counter while other customer was in the process of payment
3. A customer was allowed to stand in front of the “Contactless” shelf fiddling her phone while others were still trying to reach the shelf.
4. Staff member was standing in front of the “Contactless” shelf leaving no option for customer but come within mm (millimeters) distance from the staff.

This reminded why we avoided ordering from places where a HUMAN confirmation of curbside delivery was not available.

“Drive throughs till pandemic is under control” is the best relief if exorbitant delivery charges are...