Chipotle Mexican Grill — Restaurant in Scottsdale

Pre-order and customer service fail. Where do I begin... I love this Chipotle normally, but I've never had a worse experience than I just did tonight... at ANY restaurant. I placed two orders online at 6:30pm this evening for a 7:00pm pick up. We arrive at 6:51 and the line was wrapped around the place...Just massive. We see about 5 other sets of people waiting to pick up orders, so we figured we were going to be waiting for awhile. No big deal, we weren't starving to death...yet. We watched as the people who were there before us, were served and left. Finally we see that we should be next! We'd been waiting 40 minutes at this point. Then they called the name of someone who showed up 10 minutes ago, instead of us! My wife went up to the register and the young man there asked what the name was on the order. They found one of our tickets where the burritos get warmed up at the beginning of the line... The problem is... we placed two orders that night, under the same name. My wife's food was made and arrived one hour after we ordered...the young man from the register delivered the order and my wife noticed it was only her food and told him that there was a second order for Melody. He said it would be right out...not so much. I watched the line of food being made for another 10 minutes, waiting for a glimpse of my glorious burrito, chips & guac, to no avail. Another patron that had just arrived to pick up his order was served before me again...so finally I went up to the register to ask about my order. This is the same young man who'd been profusely appologizing for the wait and offering free drinks to people at the register all night. I told him of the second order and he asked down the assembly line if they had my order/receipt. They didn't, so the manager was called to look up my order in the computer. He found both of my orders and just said "which order did you already get" and "we'll get that right out for you"... I was friendly, but probably looked exhausted and slightly crazed from the starvation lol I was a bit taken aback that I wasn't offered a free drink they'd been offering others all night or even the acknowldegement of the fact that they had my order for over an hour and completely fumbled it? They never asked us if we were there waiting for an order like they did to others several times while we were there. We sat in the same section as everyone else and we stick out like a sore thumb! Why did we get skipped over or avoided? I don't know if the error lies with the employees, the ordering system, or both but the young man who was supposed to print the orders simply explained the error to the manager by shrugging and saying "I didn't know there were two because both of the orders came under the same name". This isn't even ALL that happened to me tonight!! As I was eating my burrito, I found a 2" jagged cut piece of clear plastic in my burrito!!! I have a picture of the plastic and the receipts showing my order time and the time it was actually printed out to make my burrito. The plastic piece is in my left hand with the salsa, cilantro and sour cream on it. Additionally, the Chipotle website didn't work correctly. While ordering, it said I had a free chips and guac reward in my account, so I clicked to add it to this order....and it didn't show up on the receipt at...

I’ll start by saying this - I am the world’s biggest Chipotle fan. Could literally eat Chipotle 7 days a week and would never get sick of it. This location makes me never want to eat Chipotle again. It has turned into one of the most frustrating and unclean fast food locations I have ever experienced. On a consistent basis, there is always food running out and long lines with employees loitering around as the line extends to the soda machine. I had the pleasure of getting to the front of the line this evening with zero white or brown rice available. Once I waited 10 minutes for the rice to be cooked, I was only given one choice of protein (chicken) because there was no other protein prepared. Meanwhile, there was no protein being cooked on the grill that looked like it hadn’t been cleaned for weeks. As I was at the checkout station to pay, I wasn’t able to scan my rewards because this location’s scanner was not working. After this horrible experience, I finally was able to eat my meal only to taste ice cold chicken in my bowl. I have been a consistent customer at this location for 5+ years and have seen it turn from a clean location that would produce hot/fresh food, to one of the grimiest fast food restaurants that provides some of the least fresh food I have ever tasted. I still love Chipotle, but the recent experiences at this location has forced my hand into having to go to Subway (gross) when I am hungry and in this...

Honesty I’m not sure how this location can stay in business. The customer service was beyond the worst experience I have ever had at any food establishment. When I started ordering my food I had to almost yell so the worker could hear to take my order. Then they asked if another customer could cut in line because it was an online order that they never completed. Then they were out of white rice so I waited for the rice, yet the rice was already on the counter behind the associate. Nobody was paying attention. Then I ask for steak and they ran out right before me but they had steak finishing up on the grill so I waited again. Once the steak was done the manager asked an associate to cut the steak, she disappeared for 5 minutes and then cut the steak. After that I received not even half a spoonful of steak. I asked for more and they wanted to charge me for double steak when there wasn’t even but six little cubes of steak in my bowl. On top of that once they finished making my order I had to wait for a cashier to come from the back somewhere. This entire experience took 15-20 minutes. Also all of the tables in the dining area were dirty and the soda machine was out of order. Frankly I’d give this place 0/5 stars. Never coming back to this location because this is the customer service that they provide. I usually never complain but this was...