Chipotle Mexican Grill — Restaurant in Town of Amherst

Do not do mobile orders or ESPECIALLY if you’re a DoorDasher avoid accepting dashes for this location. Take so long and you’re usually there long after the pickup time listed on the app. Horrible with regular online orders, too. You will sometimes be waiting upwards of 30 minutes or more for food. The DoorDash app gives you a time the food should be picked up by and almost all other merchants have the food ready WELL before that time. Chipotle is almost NEVER even on time. Usually at least 15 minutes late if not more. For DoorDashers this means we can waste nearly an hour total on a seven dollar delivery that should’ve taken us 20 minutes, and it really screws up our income. If this location cannot handle the demand for DoorDash and online orders, they should cancel the service. I have also had customers complain that their orders are wrong, and my own orders have been wrong before. This issue is NOT exclusive to when the restaurant is busy. It happens just as often if not more when there is no one or just a few non-Online customers in the store. The employees offer no help and stare blankly as they watch the back of the store and outside fill up with online order customers. They can give no estimates on time either, so it’s impossible to know if I should cancel an order and move on. The regular line of customers in the store moves quickly and efficiently with no issue, yet online is an hour backed up. Currently I am sitting in this location and there are eight other Dashers and online pickup customers who have been waiting with me for the past thirty minutes. In that time hardly any food has come out to anyone else waiting. This store also has a tendency to hold a bunch of online orders in the back and bring them out all at once, which again, completely screws over delivery drivers whose income is based off of how many orders they can take in an hour, and whose dasher ratings are based off of if they deliver food on time. Our pickup times do not come in 15 minute waves like Chipotles must. So someone else waiting for their food to be released with the rest of a fifteen minute wave might be totally screwed over. I accept orders based off of mileage and how close I am to the merchant. I have had to cancel SEVERAL from Chipotle because they were so slow. They also label their bags inconsistently and not always with how DoorDash lists them. I’ve seen people wait fifteen minutes only to find out their bag has been sitting there but they didn’t notice because they wrote only the last name, which DoorDash typically doesn’t tell doesn’t tell the driver.I am no longer accepting orders from here, I’ve left negative reviews on Google, and am encouraging other drivers to also decline Chipotle orders. If this location can’t manage to do what nearly every single other restaurant in the Northeast Buffalo area can do, then they neednew management and to cancel their online offerings.

Edit: I have reported my experience to the online system suggested by the person who responded to this...

May 2022 update Changing back to 3 stars, quality of food and order accuracy greatly improved, have not tried online ordering yet. Visited about 2-3 times over past few months and no problems.

June 2021 update Do not use this location until they get it together. 5 times in the last 3 months my order has been wrong, the last 3 orders in a row were wrong. Final straw is when I went tonight to redeem my customer service provided entree’s, online order because they don’t have enough staff to order at the counter (inconvenient in itself, I get it though if nobody shows up to work). Having been burned before I thought I was ahead of the curb and check before I leave. Open up my 2 extra lettuce bowls and no lettuce. I go to the counter and notice they have none, would have been nice to know when ordering. So I get home to an annoyed wife and finds beans in her bowl and I’m missing salsa. I’m done, go to Walden or Moe’s across the street save yourself the frustration. For the third time we drove back except this time to the Walden location, you know one with lettuce and walk up service. They corrected the order, what a waste of gas and time though. Done with Williamsville location, can’t recommend to anyone unfortunately. If you do risk it, go to the counter, that’s if you can. Used to be a great spot.

It's hit and miss here. When it is on, oh man does it ever hit the spot, then you return remembering your last experience and the person spooning your bowl/burrito gets skimpy on the scoops. Sometimes you get hooked up other times your left thinking really? I wish there was more consistency with the portions, seating is almost always a problem because this location is always jamming, even late at night. Even with its downfalls though it's hard not to come back. I've never had a rude service experience here but there is some that care more than others. It was more fun to visit when Fro-yo was next door, you could really get your...

On Monday upon leaving work I placed a two go order for 6:50 knowing they’re always behind on orders. I arrived around 7:20 to pick up my order thinking it would be ready and seeing they accepted the order and the money was taken out of my account.

First and foremost, the doors were locked so guests could not go in. Mind you it was 14 degrees outside and they had people sitting outside while there was only 5 people in the restaurant so it was not a capacity issue. They intentionally had customers going out one door on the side to avoid letting people in. I stood outside for 40 minutes at this point it was coming up on 8pm.

I tried to be respectful but I had enough sitting outside. I entered inside after a customer left through the “wrong door”. The man working here immediately approaches me telling me to exit. I told him I just want a refund. I told him I had been standing outside for 40 minutes and not once did an employee come to the door to explain the situation.

He then followed me outside to inform all the other people waiting that they would be closing and we will not be receiving our orders.

I understand everyone is short staffed at the moment but rather than wasting time screaming at customers to exit the store I don’t see why they could not have come to the door to inform all who were waiting that we would not receive our orders. I would have left immediately no harm no foul I understand staff shortages.

I also was not going to comment on this situation but this was on Monday and I have yet to receive a refund or anything of the sort. Disappointed in the way this was handled I purposely go to this location because they’re better than their...