Chipotle Mexican Grill — Restaurant in Town of Cheektowaga

I am most unfortunately returning to edit my review. In the last several months, this location has gone downhill significantly. I have drastically reduced the amount of visits I frequent this restaurant. The prices are high, as to be expected, but the portions are much smaller than ever. The last 3 times I’ve gone, the food was overcooked and the service was appalling. When dropping over $40 each time, I was met with employees slapping/throwing the ingredients together with no care about cross contamination or cleanliness. Today the one worker had food particles all over the station and just threw it all on the floor carelessly with his hand. Did not even change his gloves before aggressively finishing my order. I have an allergy to avocado and after I started eating, I found a large glob of guacamole in my sour cream. I understand that there will always be the possibility of contact, but this was a ridiculous amount. My already small meal was then wasted. Nearly every piece of chicken in the rest of the order was waaaay over cooked and inedible as well. What a waste of my money. With a heavy heart, I now say goodbye Chipotle. I had your back for a long time, but I will not be returning.

I am a cook at a restaurant...Covid has made all restaurant work very difficult as the demand for takeout is very high. I order from this location once a week, sometimes more. I usually have to wait about 20 minutes extra for my order to be ready and I stand there and here countless customers complain about the wait. If you pay attention to the line, you can clearly see the employees with STACKS of checks...shame on you people who can’t see how hard they are working with the insane volume flowing in. The food is always fresh and accurate to what I ordered. You guys are doing a fantastic job and I know you do not hear that nearly enough! I feel your pain in this industry and I am sorry for other...

This is by far the worst Chipotle location I foolishly continue to order from. I only order here because it saves me from driving further to another Chipotle location. I understand it's a busy area and I can understand not having online orders ready in time here and there. It's been consistent, every time I order online from this location I am waiting 20-30 min minimum past the ready time. A couple times I have waited an hour. I start to show up 10 min after my ready pick up time to ensure that I time it perfectly but I still am left disappointed and waiting.

Just recently I ordered and came up to the cashier and told her I was here to pick up my online order. I gave her my name and time (The staff keeps the orders behind them and not even on the online order shelf so even if it was ready I would still have to ask an employee). She checked the bags and told me it was not ready yet. The traffic seemed lighter than usual so I was hoping that my order would be out relatively soon...not the case by any means. I stood there waiting in front of the same cashier for 20 min. I walked up and asked if my order was ready and she had asked once again what name I was waiting on. I told her again and sure enough my order had been sitting behind her on the counter. I am not sure how long it was sitting there but I had a feeling if I didn't ask I would be waiting even longer. My burrito was cold and yet again I was left disappointed. This was 30 min past the time it was supposed to be ready.

The customer service is not very good here and the online order system needs to be addressed. The employees should also be trained on how to communicate with one another properly to efficiently get orders out in time. Its a nightmare, I will not be visiting this location...

I wish there was an option for no stars! I agree with the negative reviews on here about the bad customer service and the long wait times!! This is the second time my order has not been on time based off of the Chipotle app, but this is by far the worse experience I’ve had at Chipotle. Both times I have waited over an hour of the pick up time for my order. The first time (a different chipotle) they didn’t even receive my order, and I’ve been sitting there waiting for it! I asked a worker for help and they said they didn’t get it so they made me get in the long line to place my order! What’s the point of the app?! Find a better way to organize pick up times and help out your workers and customers! This time, I’ve never met such a terrible team with a bad attitude! I understand you guys are busy but everyone else is frustrated about their order and there is no need to treat someone like trash! Every time someone asked a question about their order they would be greeted with snappy responses and eye rolls and just terrible customer service all around. We’re all frustrated, but that doesn’t give you the the right to take it out on your customers. Especially when they’re coming in, and they don’t know what’s going on and why the orders are backed up. Just kindly tell people that you guys are trying your best to keep up with online orders, and if it’s taking too long then consider cancelling! It doesn’t take a...