Chipotle Mexican Grill — Restaurant in Town of Batavia

I've never ordered online at Chipotle before, and I wanted to give it a try today, since I was trying to buy my husband and I dinner for the night. I went to pick up my order in the drive thru line and was told that it would be a minute or two because stuff was running behind. The worker at the window didn't specify what it was exactly that was "running behind" but I had assumed with it being a restaurant that they had to cook/prep some more of the food items. I understood, and asked if they'd like me to park to the side to get out of the way of the drive thru line, and see if someone could run me out the food. The worker at the window stared at me like I had 3 heads and then asked me to drive around to re-enter the line, and informed me that my food should be ready for pick up once I come back up to the window. Not wanting to argue or cause a scene I accepted his suggestion and drove around to the back of the line. Meanwhile, the people who were previously behind me and are now in front of me are all receiving their food orders without delay. My first thought is, "maybe they've caught up in the short time it took me to drive around". A few minutes pass and I eventually make it back up to the window. When I say my name again for the order, the worker at the window tells me again that they are running behind and tried to ask me to once again drive around the building to re-enter the line. At this point, I feel like something fishy is going on. But I don't want to make a scene and be THAT person. On the other hand I'm starting to get even more annoyed. So I ask him, "would it be ok if I just park and head on inside to ask about my order?" And the response I got was a shrug and an "ok".

I tried to brush off that odd interaction, drove to a parking spot, parked my vehicle, and then proceeded inside to ask about my online order. Now at this point it had been at least a little over 10 minutes or so past when I was originally due to pick up my order. I wait in line inside until I get to the front. The woman working behind the counter proceeded to ask me what I wanted so she could make it for me. Even though I was upset, I still tried to remain as polite and friendly as I could. I explained to her briefly that I had placed an online order and had been trying to pick it up. I mentioned about the worker at the window telling me to keep re-entering the line, due to them being behind on stuff. I told her that I saw people who were behind me getting their food ahead of me, yet when I got to the window I never received my food, so I took initiative and came inside to ask about the status of it - since the other employee would not explain to me what it was exactly that I was waiting on. The woman proceeds to then look at me like I'm the biggest inconvenience of her entire shift and then asks me in a condescending tone for my name, and then she starts to walk to the back to find my food. This made me even more annoyed. I was simply coming in for answers, or at the least an explanation. If I had to wait a bit longer for food items to be cooked or prepped, I would have gladly waited. However, I truly don't believe that this was even the case. 2-3 minutes later the other customers behind me in line politely inform me that my food had been placed on an online order shelf for pick up. They also showed me where this shelf was since I've never picked up food in that way there previously and had no idea where this pick up shelf was located at first. The worker came back up to the front of the work station and didn't speak to me or even make eye contact with me again since.

After this, I left extremely furious. I didn't even receive all of my order - 2 drinks were left behind. I didn't care because I just wanted to leave that place as soon as possible. I couldn't believe how disrespectful they were, when not once had I shown them any negative interaction throughout this entire endeavor.

So, moral of this review? Only go to this location if you want some of the worst customer service you've ever seen. I won't be making that...

11/25/21 : I have been to many Chipotle restaurants from NY all the way to CA and the Batavia NY location, my home town is by far the worst experiences i ever had as Chipotle as a whole is my favorite restaurant. All 4 times I've been to Batavia location I've had a bad experience. Tonight I got to the front of the line and the guy on the left kept touching his face and adjusting his mask and did not change his gloves. The guy in the back cooking had his pants down almost towards his knees and kept pulling his pants up without changing his gloves. And the lady at right side who starts the burrito process kept rubbing her arms, playing with her hair, and wiped her sweat with a open palm off her forhead without changing gloves. these are all very unsanitary practices and needs to be addressed as I have already contacted corporate. This location also runs out of the simplest ingredients like lettuce. running out of ingredients causes them to close early. we got their at 9pm once and they were closed and I've heard they closed once at 4pm due to ingredient shortage. I will try this location again after a few months after things are changed but for now I will be driving to the city for Chipotle.

1/25/22 Edit : you can definitely tell corporate got ahold of the employees. Employee sanitation has improved drastically from oberservation. Only complaint I still have is they are still short on ingredients. Great...

The chicken is so burnt I can barely distinguish between what’s chicken and what’s black beans in my bowl. Just trying to get in the building was interesting. First door, clearly labeled Chipotle, was locked. The other door was half blocked by a table of teenagers eating outside, I had to shimmy my way past them. I walked inside to be greeted by a nice man who was assisting 2 other customers. Two women were in the back talking and not once acknowledged me standing there. The male employee requested someone to come take my order- they looked at me and continued their conversation. As I stood there waiting the male employee walked away and then came back and began stocking items behind the counter. One of the women finally came over and fulfilled my order, then handed me off to the male to be checked out. But not before reprimanding him for putting a box of stock on the food counter because “you don’t know where that box has been- it could’ve been sitting on the floor in water.” She proceeded to remove the box from the counter and put it on the floor, then walked away and continued her conversation with the other female in the back. I left this chipotle location with 3 questions: 1- why is their “stock,” that is going to be consumed by customers, being stored on the floor? 2- did that counter ever get cleaned?? and 3- who the heck is cooking their chicken until it’s...