Chipotle Mexican Grill — Restaurant in Swampscott

I've been a happy customer for a long time, but tonight was by far THE WORST experience I've ever had here. If I could give negative stars I would!

First, the automated ordering "machine" wasn't working well, told me that they didn't have any queso blanco for my rice bowl (they did), and disconnected me twice before I had to call back a third time. When I went in to pick up my order I told them the automated machines wasn't accepting that request. My cashier said, "that's weird". I agreed. I then asked for some queso and she said sure, but it'll cost you $2.50. I couldn't care less about the $2.50, but given the Chipotle miscue, one would think she would have said something like "I'm sorry for the inconvenience - here you go, on us. But nope, she couldn't have cared less. Off to my car I go to get my wallet for $2.50 (I had to pay for the order up front, which was fine, but sending me back to my car on a winter night for $2.50. Oh year, I asked for two chicken tacos but only got one (automated machine issue). Front doors were locked, but no signage stating please go to the side door. I tried to call in an order 2-3 weeks ago and was told "don't bother ordering online, we almost never get those orders sent to us anyway."

The automated system got my order wrong. I couldn't pay with a Chipotle gift card (I was told at the register later that I had to register an account online to use a gift card - what???????) I've bought and received dozens of gift cards and NEVER did I have to register it.

I can't remember the last time I wrote a negative review, but tonight tipped me over the edge.

Chipotle, during these Covid times you'd think you want your automated system working extremely well and that your employees showed a modicum of pride and customer service.

How much does a conainer of queso you - 50 cents? $1? A simple "we're sorry for your convenience, the queso is on us" would have saved you a scathing review, but c'est la vie. Now isn't...

This is one of the most poorly ran locations. They force you to only order on the app (while standing in the store) and waiting inside because...Covid. Not sure how it’s helping anything when you order inside on the app, stand inside for 15+ min instead of getting in and out ordering the normal way. Then, on this last occasion, I order, am given my food and leave. When I get home, I see they gave me the wrong persons order. So I call and ask them to make a new one while I drive back. Get there, am handed a my order, try and check it in the car before I leave, but with it being dark, it’s hard to see. I get home, open it up and it’s wrong again. I paid for extra items that weren’t included and had a very small portion. I go back AGAIN, bringing the previous incorrect order, ask to see a manger and am told them are busy. Eventually, after having to explain how they didn’t even put the stuff I paid for in the order, I finally get my order correct (I check in the store). No apologize, no offer for a refund, nothing. I wait until the manager finally comes out and am told if I want anything done to rectify this, I need to write in on the app. She had no care about messing up twice. All I was told is that they were busy. It took 1.5 hours to finally get my order (not even to start eating it). I will never return to this location. It’s absurd after making a mistake (which happens) that you don’t go out of your way to ensure it was correct the second time. It actually took a third time and me standing there watching them make it (how this normally would work). So for all the stupidity they’re doing for Covid, I spent more time in this store than I would have watching them make my food as I go down the aisle telling which...

When I stepped in and I took a second (yes, SECOND) to decide, one of the staff members turned away and acted all grumpy, so I naturally asked if everything was all right. I asked her for her name and how to spell it, and the staff member in question (who I later found out was Cierra) started ranting and yelling at me incredibly rudely, telling me I didn’t know what was going on in her life, and I, put off by her incredible impertinence, asked to see the manager. Somehow, SOMEHOW, the manager was almost as bad as the staff member. He just coolly replied that he couldn’t do anything (though there was plenty he could have done, but ok??? I don’t even know anymore with these guys). I was astonished at just how poor this Chipotle’s customer service was, and that’s (unfortunately) not all: the place in question was awful in every single facet. The grills were dirty, and out of the many people who were present cooking, about 3 OF THEM were wearing gloves. Disgusting. Will not be going again, unfortunately…

I have pictures of everything. And you can be pretty sure I’ll be posting them.

I wish I could post no stars, but even that would be too much. Rest assured, this place deserves a negative star. Or two. Or fifty million negative stars. Any negative, really, because negative was all I felt when I was here.

[approximately 5:00 on...