Chipotle Mexican Grill — Restaurant in South Union Township

Update -12/29/23 Had some running around to do mid-day 12/29. Out of curiosity, I walked in before I did my errands to see how it was looking. Line at the counter out to the entrance door, but they were in fact serving customers at the counter as well as supporting online orders.

I left, finished my errands and it was time to eat. It was just before noon. My wife was home, so she ordered online at about the same time I went in to order at the counter.

Her order stated it would be ready at 12:10. It took me until about 12:30 to get through the line. My wife's order was ready and staged at the pickup counter.

I stand by my statement that they gotta step up the speed. People were still moving pretty slowly compared to other Chipotles we've been to.

While speaking with another customer in line (it was his 3rd day in a row there) he told me they had about 7 people quit shortly after it opened. I mean they were crazy busy and I'm sure it was a pretty chaotic environment... But that was too be expected. Many people aren't built for that.

In summary, the food was as good as we had come to expect and we very much enjoyed it. What they lack in speed, they more than made up for in food taste and quality. Also the staff, clearly under a lot of pressure, were polite and professional. There was a pretty excited buzz from the customers in line. They knew it was worth the wait. The speed will come and the customer demand will undoubtedly level off. We'll definitely be going back again.

Original review:

Not sure if this place is exclusively online orders or not, but we walked in expecting it to be like all of the other Chipotles we've been to. It wasn't. Not even close. They need some time to get up to speed.

They were swamped with online orders that they couldn't keep up with. Standing there, at the counter waiting to be served, we could see why. They were moving waaaaay too slow.

I mean, I get it. Online orders are different. They're reading from a printout instead of having people point to what they want so I takes longer, but they were just physically moving slowly.

We stood there for about 10 mins before anyone acknowledged us being there. He asked if we were there to pickup an order. When we said no, he explained that they are only doing online orders right now

I asked for how long. He said until they're caught up with the online orders.

So....are they exclusively online or did they expect that we would have to stand there and wait for them to get caught up.

There might have been a sign on the door or something that explained they were online only. If so, we didn't see it. There had to be 40 people there waiting for food.

We knew that if we placed an online order right then and there we'd be waiting a really long time so we left.

Hopefully they get up to speed soon because the food is...

I will change and update the review when and if things change. The reason I gave a 1 star is because this evening (12-28-2023) we pulled into the Uniontown Chipotle location. The place was PACKED! We were lucky to even find a parking spot. Even though we noticed it was packed on a Thursday we still looked for a parking spot and went inside. Every single seat was taken and people were standing everywhere. We walked up to stand in line, not one customer said a word to us or an employee. There were also no signs on the doors. So we stand there for a good 6 minutes and finally the worker said to us, "Are you here to order?" We said yes. He said Oh sorry we are only taking online orders. We said Oh okay well we will just order online thank you. He didn't apologize or even acknowledge us. Mind you we were very worried because the burrito he was making looked more like a taco in a big tortilla, very very small. Anyways we decided to order online. We stood and started to order online and then we saw that there was no chicken, no steak, no carne asda, no sour cream, no guacamole and a few other things. We stopped with the online order and left. I was VERY disappointed. It looked like a bunch of super young adults/older teens running the place that had NO IDEA what was going on. No urgency, no communication, no rush. Everyone in the place waiting looked absolutely MISERABLE. An "I'm sorry" or "WE apologize" or some compassion or fake smiles...something. I don't know when we will be back to this location but it obviously needs a MANAGER WHO KNOWS what to do and how to take charge!! I did not see anyone in charge or organization anywhere. We thought we would be walking into a clean brand new Chipotle. Instead it looked like a run down gross and dirty place that nobody will ever go to again. To say I was disappointed is being nice. You can go through all of my reviews and I have never left a review like this before. I will go to this location again, I will give it a month, and then give an update. This location is NEEDED in our area. I just hope whoever is running this place can get it together and hire GOOD DECENT CARING people. Common sense and decency is a must for this location. I hope the manager can pull this off. We are all wanting the best for this Chipotle. I guess time will tell. Next time I visit I will take photos, I didn't want to this time because of the amount of people it was just about impossible without being...

UPDATE

I revisited this location today 3 months after I wrote my review and what an improvement! Smiling faces Much cleaner Training new staff Plenty of food choices Lots of people Someone was listening and took action to improve. Thank you! I will definitely be back!

This is the 2nd time I have visited this location although I have been to MANY Chipolte restaurants across the US. The first time I was not impressed but thought I should give this location another chance. My experience both times were similar.

The time was approximately 7 PM on a Friday night. Typically Chipolte on a Friday at dinner is jammed. It was not that busy and below are probably a few reasons why.

The first thing you notice when you walk in is how filthy the countertops are. Why would this be? My guess is that they are understaffed and don't have enough people to clean up as they go. Not an appealing way for customers to be greeted.

As far as I could tell there is one cook!!! who is doing the VERY best that he can to keep up with what needs to be made, one girl working orders on the drive through and one working orders inside, a cashier, and a dishwasher. Not sure if there is a manager on duty but if there is he/she is not doing a very good job and nowhere to be found. The portions are small because they are afraid of running out of food. Which is exactly what happened.

I wanted white rice and had to wait about 10 minutes for that to be cooked. I wanted chicken and there was a 20 minute wait for that. I would have gotten lettuce but the lettuce looked VERY wilted and the tray was almost empty. I wanted peppers and onions but they were out. I wanted guac but they were out. Chipolte is known for their guac. How can you run a profitable business and be out of these items or make the customer wait until they were finished cooking?

They girl behind the counter making the order inside is a bit rude hurrying customers along. Her personality was the same on my last visit.

This is a very sad situation. I know that Uniontown has waited a very long time for a Chipolte to open here only to have a sub par restaurant.

I have worked in the restaurant business. These employees, including the manager, need to be retrained and there needs to be more of them. I hope that someone reads this review and takes the time necessary to improve this business.

I am copying and pasting this into a letter...