Chipotle Mexican Grill — Restaurant in Town of Hempstead

First and for most it’s important to remember that chipotle is not a mom and pop shop or a store with one location. This is a multi million dollar company with standards and expectations for their employees. I have had several issues with this particular location but never what I have experienced today.

My boyfriend and I visited this chipotle prior to todays incident and the cashier was very friendly but forgot our chips. We had already gotten home when we realized. Unfortunately he drove back and was given a free meal card that had already been expired. Based on the facts it can be assumed this was done on purpose.

Today we go with full intentions on redeeming our card we received for the inconvenience but also to get food. This chipotle is also really convenient in location for us. We stand in line and get our food the ordering process was okay. The counter was dirty but to be expected. The lady who served us was kind.

We arrive to the counter and let the cashier know we had the card and what the situation was with the forgotten chips and she told us it was expired but was still respectful enough to let us explain how we got it.

A Hispanic female manager and another Hispanic lady who was working the mobile orders approached the counter and rudely repeated the card was expired and that they hadn’t had these cards to give out in months. (We received the card a week ago and it was expired since 2024) so either was that was a dumb response. She began to get nasty insinuating we were lying or trying to get over on the staff. She called the gentleman who gave it to us and he admitted he did. I told the manager she shouldn’t treat people like they are lying or assume we are trying to create an issue when we came in respectfully. Her entire reaction was so disrespectful and off putting. The cashier handling the transaction should be the manager with how well she held her composure and defused the situation . Will never return here again. Corporate needs to pay this...

Update 12/26/22 6pm. Third try in 2022. Mistake. I have learned my lesson this time I promise. I even looked around for a hidden camera or something. Salad bowl ordered for the first time in chipotle history was a bowl of food and oil (not kidding! So much so the container dripped oil through the bag and all over my car seat) How? And why? I ordered a chicken salad bowl with rice, beans, fajita veggies and corn. So how. How. How? Ordered a drink as well and all 3 juice fountains were not in service. Most soda spouts were not working properly which formed a puddle of soft drinks on the floor with many slipping. Signage not in site nor visible. Went back inside to use the restroom quickly before getting back on the road and the females bathroom was out of service. Had no choice but to enter the male bathroom on the left and no tissue. With this place missing drinks, mishandling orders and food lately, forks out of stock and area with cup lids being messy. Truly hope new management is asserted and a huge sign gets placed outside when so or an email is sent. I’d like this location to be my favorite again. The employees are nice, they’re just lost and or clueless.

Update 4/10/2021 As much as I love this place and most of its friendly staff. I am noticing the past couple of weeks the wait has been unbearable. and or the meat or rice is undercooked due to staff needing to rush to meet demand. Some work harder then others and it shows! Most times the wait is half an hour. Today I am still waiting as I write this update. It has officially passed an hour! This is unacceptable! removing 4 stars.

Management, Please hire more people and let go of those who are just wallowing so I can get my goods in a timely manner as my time is just as precious!

All I can say is pass the chips!...

I ordered an online order through the website for the Oceanside location. As I was eating the burrito I noticed there was a piece of hair stuck to it. At that moment, I could not find a customer service number so I went to the location directly. When I went to the store, I immediately asked the cashier named Tiana for the manager. She called over one of her coworkers who claimed he was the manager. I told him about my issue, which was I had hair stuck to my food. He didn’t even bother to look at the food with the piece of hair stuck to it. He says he can give me a refund of 12 dollars when I paid 15.50 dollars, not including the delivery and service fees. I told him I paid 15.50 for the same burrito that he only wants to give me 12 dollars back for. I wanted my FULL REFUND on the food. I was willing to lose out on the service and delivery fees. He proceeded to tell me he has a long line and I need to figure out what I would like to do. I did not want that location making another order for me! As the problem escalated, he still did not care about my concerns as the supposed “manager” and just kept telling me about the long line. I asked him for his name and he told me I don’t need it. If you’re a manager, why would you have an issue giving your first name out? As I’m walking out, he says “that’s why your order was not refunded anyways”. As a manager, this is not how the problem should’ve been assessed, especially when it’s not the customer’s fault. Hair in someone’s food is very unsanitary. The customer service at this location is terrible and I will never give chipotle another dollar from all the hassle I had to go through over someone else’s hair being in my food. The employees should wear hair nets to...