Chipotle Mexican Grill — Restaurant in Town of Niagara

This place is a hot mess. In the last 5 or so times I have been there, they are always out of at least 1-2 things. I can see this after the dinner hour, but we are talking 430. One time I was there, there was no brown rice. They said it would be ready in 20 mins, so we waited. By the time 25 minutes went by, they said it was almost ready, so we waited more. After about 10 more minutes, they ran out of chicken, both kinds. They said 20 minutes, so we waited. While waiting, the line got really long, so we got back in line, again. By the time we left, we were there for 70 minutes. While waiting, we could clearly see how poorly managed this location is. Terribly understaffed, poorly coordinated. The dining area was a disaster, food and garbage on every table and around the floor. Today, we went in, fully expecting some nonsense. We weren't disappointed. We both ordered our food, we were the ones who used the rest of the brown rice. Poor folks behind me were probably let down. Then, going down the line, which was a mess, got to the end where they were out of lettuce... Lettuce? Really? I could clearly see lettuce at the online order station, and upon asking about it, was completely ignored. After we were done there, we waited 6 minutes for someone to come from the back to check us out. You shouldnt wait that long just to pay for your food. When we finally checked out, I asked for a bag of tortilla chips, only to be told they are out. I respond by pointing at the bags already filled on the shelf, only to be informed that "those are the large bags". Really? You couldn't say " we only have large bags" instead of just being told they're out? Once I got into the truck, I was surprised as to how few chips were even in the bag, 20 chips or so, max. I guess you must get 10 chips in a small... All of this comes down to management, as they're the ones who schedule employees and train...

This location is always dirty. I thought maybe it was just an off couple times…but literally have never seen it clean. Bathroom is usually “closed to the public”…tables all have remnants of the previous occupants. Floor is a mess. It’s a busy place…I get it! But there is normally a lot of staff. They do not often operate like other locations and have a couple people working on making the burritos. Often it is one poor soul doing it all and one other processing payments. The usual standard is one person starts and adds your protein and then passes off the the next person to add toppings and wrap it…this frees them to get to the next person. But here you stand and watch one person go down the line doing it all. This may be why there are always line ups. Also, why do you NEVER have the fajita veggies?!! Every other location does. You’re always “out”. Being it’s a chain you would expect some consistency. It’s clearly a poorly managed location. Usually I can handle it…today the food matched the entire experience. A mess! Hard dry crunchy chicken and wilted lettuce. Yum! 🙄. Honestly it’s worth the 20 minute drive to Buffalo where the locations are clean and...

I placed a mobile order with this Chipotle location on Military Road at 5:17 PM, expecting to pick it up by 5:30 PM. While the order was technically ready on time, the entire experience was really frustrating.

First, the portion sizes were noticeably smaller than usual—barely any rice, a heap of beans, and I paid extra for guacamole which was completely missing. I had to return to the store to get that corrected.

When they remade my order, I discovered they skimped on the chicken as well. I had to argue with the staff who insisted they had given me the right amount. Only after showing them piece by piece did they acknowledge how little chicken was actually in there. They refused to give me a refund on the spot, claiming it had to go through headquarters, and I ended up leaving my food there and walking out hungry.

To top it off, calling customer service was a hassle, and I had to mention "food poisoning" just to get someone to speak to me. Eventually, they offered me a refund, but the whole ordeal was exhausting.

This location really needs to step up its service, especially with mobile orders. Until then, I can't...