Chipotle Mexican Grill — Restaurant in Town of Irondequoit

I was at this location at 1495 East Ridge Road in Rochester, NY today at exactly 5:48 pm. While at the location India the cashier had her mask on crooked. There was another individual a white male with his mask on his chin. Masks in the state of NY is a requirement issued by the Governor Cuomo. India had no clue on how to add points to my account because I had forgot my phone in the car. The quesadilla that I ordered was half cooked. I called the location back and India answers the phone and I request to speak to the manager. She says its for you and hands the phone off to Jessica the "manager". I ask Jessica for the district manager number or the Store manager contact information. Does she then say what is the reason? I then tell her "your location is in violation of the mask policy that the Governor issued for the state of New York". She then proceeds to tell me ha ha ha you have a nice day and goodbye. I then tell her "If it comes down to it I will contact the Governor's office and let him deal with it". She says whatever you have a nice day ha ha ha ha. I assume that this is not the way a manager acts for the company and treats customers this way. I then hang up because I felt like I was dealing with a child on the phone and find nothing funny about the possibility of someone having the virus and spreading it too others potentially customers. I do not find any part of this funny especially because this is an order from the Governor himself and not an option. I have seen on the news many of places closed due to this same violation. I then call the location in Greece NY about this issue. I speak to the manager there which I wished I had gotten her name. She was wonderful and all about helping me with this issue. This is how I found out about the field leader being Paul B. I am not going to settle for anything less than speaking to Paul B the field leader about this issue. If I do not hear from him directly within 2 business days I will call the New York State Governor's office Mr. Andrew Cuomo and let him deal with this issue. This is the most unprofessional experience that I have experienced at any Chipotle restaurant ever in my time going to Chipotle. This may be my last time at one also because if they do not care about the virus or the customers why give...

Let me start by saying I really like Chipotle in general. This location though, oh my god, if you need to order pickup then just go ANYWHERE else nearby for your food. I have ordered pickup from here over 10 times in the last two months and today will be my last. Fool me 10 times, shame on me, I guess. It's a shame because it's nearby my work and I will need to take my lunch elsewhere from now on.

If you're thinking, oh it can't be that bad, or you're fully set on ordering pickup from Chipotle today (I get it), then here are a couple tips to set your expectations with this location:

The pickup time is not accurate. If you're ordering between 12 and 2, then get there 20 minutes later than the time they give you, because the app will tell you 10 minutes, and then you'll arrive on time only to wait in a 20 minute line at the pickup counter because they need to make 10 orders before yours still. If someone in the store has control over the timing in the app, then they are gaming the system to make it look like they're getting orders out on time when they are not. This hasn't happened once, it has happened every single time I've ordered here between 12 and 2. I've given them an extra 20 minutes before showing up before and still had to wait another 10 minutes after arrival. Maybe it's the app allowing too many orders in too short a period, but I have a feeling more than a little of the fault here is on the location.

Check. your. order. before. you. leave. I'm not talking about just looking at the name on the bag. Open the bag and make sure the food inside has your name on it too. They've handed me bags that have my name on it, and then someone else's food inside, with someone else's name actually on the sticker of the food on the inside. I've included a picture of my order today with my bag and someone else's food inside if you're the type who likes a picture with your reviews. Essence, if you see this, I'm sorry but they gave me your food.

I'm not the type to complain to a manager, I always tip, and I thank them when they hand me my food, so it's not a personal retaliation thing, either. It's just...

8/26/21 and I still have not recieved my refund. .2/1/21 @ 1pm. Not realizing my husband already fed my children, I ordered a suprise delivery. 4 kids meals and 1 adult. When I return home from work I only seen 1 bag and it only contained juice boxes & an adult meal. I called and told the chipotle on east ride rd. I told them I didn't know what happened but I never received my children's meals. They told me to come and they would replace the meals or I could recieve a refund. I choose the meals. Around 5:30ish I arrived to chipolte and was handed a bag on the shelf. I asked them was the bag just made . I was told by more then 1 employee they didn't know and just had arrived. The boxes looked as if they had sat a while so I opened them up and immediately felt how cold the meat was. I asked for a refund and right away the employees started to fess up that they were supposed to remake it and they apologized. I told them I still wanted a refund. They continued to say they would remake them and I stated I was disgusted that they allowed me to almost walk out and feed my children food that had been sitting on a shelf for hours with no temperature control. The next day after spending over 45$ I only received a refund in the amount of 11$ and some cents. I spoke w the manager that morning and she sounded very unbothered. I told her she needed to teach her staff about danger zones and food safety. If my children had got sick we would have had an whole other conversation on our hands .She giggled and said she would. I still have not received my full refund and quite frankly...