Chipotle Mexican Grill — Restaurant in Shelby Charter Township

WOW I do not get if my experience is typical of day to day operations at CHIP. So I placed a credit card order and arrived at the told time to pick it up. I went to the designated pick up area but at this location they have usurped that function as some quasi sign in declare you aren't sick human resource sign in station function. No food or orders are at the pick up area ( I was told later it because according to the woman who finally did get my late very cold food -- because people would steal? in the suburbs?) There was some type of employee who was lingering apparently either punching in on the sheet or out? ANYWAYS I told him I was there to pick up my online order and he told me it was not ready and they are making it now... only for that to be a blatant dishonest lie. My food was already made and apparently as some joke either allowed to get cold or intentionally put in like refrigerator.

SO I waited and waited and waited patiently as I watched them take care of other customers all the while ignoring me and I was there for at least a good 15 minutes if not longer so much time that I comically took a photo of them ignoring their drink machine which was stuck on open and watched as it overfilled and despite an army of employees they could care less or were blind to both the machine and myself which is in the general area for take out orders and by the cashier. I was conflicted whether to say something as it began to spill onto the floor just to see how long they would ignore both me and the operating spilling drink machine some other customer informed them and after I allowed them to handle an issue they should had handled 5-10 minutes ago any how I stopped the female employee who helped to handle the spill and told her about why am I still waiting and that was when she went to some other area and went and got my order which was easily made over 20 minutes ago.

Any how my food was nasty and cold and not good so I called the store only to eventually get some joker who acted like a complete fool he told me his name was CHRISTIAN but based upon the interaction and him lying about being the manager it would not surprise me if that was a joke name.

Imagine the DAVE CHAPELLE skit about the photo copy business that insults customers and plays games that was the impression

Supposedly the actual real head boss of this location is a MIKE H and apparently was not working that day?

AS bad as this is even worse is the dismissal of corporate who did not listen or act upon my desires to speak to someone about my incident which is comical because I kept getting flooded with emails about CHIPOTLE wanting to know my opinions?

After multiple requests for someone to call me their final solution is was to offer me a free entree except I'll never use it because this company is so full of a word I would like to use but can't because GOOGLE wouldn't post this review if I did.

Corporate also send me 2 emails telling me my credit card would be refunded... but that is also a dishonest lie. My card still got charged and they despite sending me 2 emails telling me otherwise would rather play the foolish game like the nonsense I witnessed at the store in person and over the phone.

AS after dealing with a smug AI I dealt with a jokester who had jokes on the phone instead of professionally taking responsibility.

To be fair I think most of the low rank employees are good the problem lies with bad top management and unqualified types

Another issue is this place lies about not having change and refuses to break change if you pay with cash in retrospect I wish I had also taken a photo of the signs about them forcing customers to pay up and not get change if they pay with...

this is the first time i had a bad experience. had to wait in line longer than expected because they allow others to drive up and wait for their order. our food was cold when we got home and the tortilla chips cold and a bit nasty. you also need to watch how and who makes the guacamole. there were 2 big chunks in my burrito...i know times are hard but just a gentle reminder to double check the guacamole before serving and not allowing customers to sit and wait if their order is not ready...have them park in a spot and take it to their car

edit 1/4/25....maybe you should tell customers who are driving up at the window if their order isn't done to pull off to the side so the people behind them are not having to wait forever for their order. it's rude of those customers who think they can order then get in line and their order isn't done to make us wait...our food was cold when we got home. the shredded cheese was melted into a blob....you guys can do better

EDIT 8/10/2025 hadn't been in a while so we decided to go inside instead of mobile ordering. dont think we will be going back. the girl taking the order seemes to be annoyed and wanted customers to rush through their decisions and we had to wait for someone to ring our order who also seemed to be annoyed that while he was running the drive through, he had to also be the cashier. the steam table where the "hot food"--meats, fajita veggies, beans, was a nasty mess. liquids were all.over the other food bins and once we got our meal it was half cold!. the meat cooking on the grill top was burnt, it was black, maybe the griller likes his food that way, but most people dont. tried to get pibsrootbear to drink, but all that came out was the carbonated water. lets talk about the dining area shall we, when was the last time those tables were cleaned or for that matter the bottles of various hot sauces that looked disgusting and one has a missing top, not very sanitary now is it? the table tops are another disastrous experience. food, crumbs, stains on top. two families resorted to CLEANING THEIR TABLE JUST TO EAT!! WHAT IS THAT ALL ABOUT? nasty, cold over priced food accompanied by a nasty dining room doesnt make for a pleasant dining experience. I have been in restaurants where there were less people than the amount that was working there this afternoon and were busy, but they managed to uphold the standards of a food based business. why can't the employees or owners make sure standards are met before someone gets ill from cross contamination or burnt food or germs on the table from not...

I hate to be that guy who complains about stuff, but this Chipotle is always a disappointment. It's gotten to the point where I have to speak up. My wife works at a nearby office building, and I will occasionally get her lunch delivered. Chipotle is healthier than the alternatives. The first few times I got her burrito bowls that were always very skimpy. One time over Christmas break I had occasion to pick up the food myself and drop it off. My wife was so upset that we drove back up there to talk to someone. When we went back in, the workers were friendly enough except for a young man with a chip on his shoulder who was very rude. He informed us that we received the correct amount of food (which is interesting because the Chipotle near my home has NEVER done this). To his credit, he did tell the young lady to "load up a bowl" but the message is clear that this would be a one time occurrence. I swore I'd never go back here. More recently, we tried a salad for her at another location and it was again loaded. Our thought process was if we tried ordering a salad that was loaded with leafy greens, that would at least make up for there being less of protein or other expensive ingredients. Maybe they could redeem themselves. Boy, was I wrong with a capital W. They made a skimpy salad and then failed to provide dressing. This isn't a complicated order. Greens, chicken, fajita veggies, cheese, and guacamole (which is $3.50 more by-the-way). Not too much going on there. You'd think they wouldn't need to be reminded that they needed dressing to go with a salad! I should also take the time to mention that you can't order delivery directly from them. Instead, I had to use DoorDash. My total with tip was like $30. I can buy a nice steak for $30. I hate to be overly critical of the fast-food industry but take some pride in your work. I've seen the other reviews for this place. Unless you have no other alternative, steer clear of this location. I would HIGHLY recommend the location on Groesbeck in Clinton Township. They have yet to let me down. With this location, it's...