Chipotle Mexican Grill — Restaurant in South Burlington

My wife & I regularly eat at Chipotle. We love the quality of the food, quick service and, when we’re traveling, the late closing time. But that's not the main reason why I'm writing this. On our way back from vacation on August 12th, 2019, we ate at the Burlington Vermont Chipotle. When on vacation, I like to take pictures of our meals and this time was no exception. We were eating on the outside terrace and there wasn’t enough space on the table to leave my camera on it. So, I wondered where could I place it in order to not to forget it. I decided to hang it by its strap on the side of my wife’s seat. About an hour later, when we arrived at the Canadian border crossing, I wanted to take a picture and realized that I had left the camera at the restaurant. It’s an expensive camera but more importantly it had pictures in it of my vacation and son’s wedding. When we left the restaurant, my wife and I must’ve gotten up at the same time which blocked my view of the camera and, since I never leave my camera hanging on the side of a chair, I forgot about it. When I realized my mistake, I tried calling the restaurant several times but the calls kept failing each time. I tried calling the neighboring restaurant but I got the response that the telephone number (from the Internet) wasn’t registered. After about 10 minutes of heading into Canada, I was finally able to get through and spoke with Nicolas. He reassured me that the camera had been retrieved and placed in the restaurant’s safe. What a relief! When he learned that I was quite a distance from the restaurant, he suggested that I could go back another day when it would be convenient for myself and that the camera would be kept in the restaurant’s safe. I ended up going back the next day and meeting Nicolas in person. What a great young man! He explained that a customer had brought the camera inside. I therefore wish to congratulate that customer, Nicolas and the rest of Burlington Vermont Chipotle staff for their honesty &...

I guess what has me most frustrated is that I keep on going back to Chipotle after having one horrible experience after another, giving them "one more try." I've finally gotten the message.

I've always enjoyed Chipotle (healthyish, tasty and moderately priced). While I have sympathies for the line workers, management is a total cluster. They're either incompetent or simply don't care - or likely a combination of the two.

I placed an order online on Saturday night and when I went to pick it up (on time), the store was already closed and had been for some time. I went to request a refund yesterday but they closed early and when I went back today, the manager told me he couldn't give me a refund even though they took my money and didn't provide the meals. Rather dismissively, he said I had to call their complaints center. Waited on that call for 20-minutes, beyond fuming.

And when I look online to see what their store hours are, I find three different listings of their open hours, two on their own site. How hard is it to update your branch hours? When I suggested this simple, customer-focused action to the store manager, he shrugged and said "it was above his paygrade." Really?

Of course we need to have different expectations of service due to obvious staffing issues. This location hasn't had normal hours in over a year. But if they can't staff a single restaurant then why did they just open a second location 2.5 miles...

Drove 20 minutes to this location, arrived around 2:30 very busy line to almost the door. Staff behind the count working very hard and pleasant. Then a lady came from the back and yelled at everyone in line that when we got food we must leave through the side door as she was locking the front door. They close at 3pm. This was at 2:40. She then proceeded to tidy the the condiment station with the same gloves on the she re-stock the forks handles down with same gloves on. She had been messing with the door and trash around the condiments. She then walked into kitchen and was sweeping the floor then refilling food pans all with out changing the gloves. She must of not locked the door correctly as two groups of people came in and got in line. She promptly walk over to them and told them they are closed and that they couldn't be served, at this point it was 2:50, with much disappointment they left and then she looked the door looking very angry. After my delicious order was ready I was standing outside until approx 3:20 waiting to be picked up and watched at least 25 people go to the doors only to see you closed at 3pm. Closing at 3pm on a Sat is ridiculous, I'm sure Five guys next door loved the extra business. If you close at 3pm you should be open until 3pm not 2:40. Been in the business a very long time this is...