Chipotle Mexican Grill — Restaurant in Town of Penfield

We anticipated they'd be busy and ordered ahead online. Right away, it was a little chaotic. We couldn't find our order 9n the shelf, and only after serious work to flag down an emote did we discover that bigger orders (3 meal!?) Are held in back due to theft risk. I DO appreciate that they protected our food/$ spent..but perhaps a sign that says (if you don't see your order 5-10 minutes after the arranged pick up time" do this... (Ask someone? Press a button, I don't know, something. Ironically, 8 had become convinced that someone HAD stolen our food.

They added cheese to one order for a lactose intolerant person, and didn't include the sides for the quesadilla order. They a bit grudgingly corrected the mishaps, though, and because we had planned to eat in anyway (due to our party going separate ways after dining) it worked out fine. Had we just picked up the order and gone home, the mistakes in the order would have been a bit more frustrating. First world problems, right? To have food is a blessing, but with the economy a bit screwy right now, no one wants to pay money for food they don't receive it can't eat.

The staff looked exhausted. There was a robotics tournament in town that weekend and I think they had infinitely more business than usual. They seemed low on food, portions of the items in the burrito bowls were much smaller than on a typical visit to Chipotle. I think they were wisely trying to make sure they could keep up with the overall demand/#of meals they might still have to make.

The tables were all dirty and when a server came to clean 3 of them, though it was 2+ hours from closing, she put up the chairs, seeming to not want to have to clean the tables again? Perhaps this is normal practice. I rarely dine in at Chipotle. In any case, two families paused, stared at the chairs but needed seats, so they pulled them from the tables and proceeded to done in anyway. It was all just a rather odd experience, and made me feel that given the choice, I will avoid the Chipotle's near colleges, for they seem to be overworked and understaffed.

I honestly believe that each person working that Saturday was truly doing their best in a highly demanding job. 8 appreciate they even if it felt like. Hassle to them, they got the cheese off the one order and got my other family member the salsa he ordered. It all worked out just fine.

The Chipotles in Irondequoit, Webster and Pittsford have always been 12 out of 10 for my family. Orders down on time, easy to find, and with the food matching the order for each entree.

I'd give this location (based on 4 visits) a 7 out of 10. The food is fine, orders are sometimes not quite what you requested in the app, but the staff are just unhappy or simply working-too-hard-to-be-polite. I feel concerned and guilty that I shouldn't be contributing to the income of a tough work environment. You know, the "vote with your wallet" mindset?

So for now, I think I will stick to the restaurants with less anxious/frenetic/overwhelmed staff. And hope this staff, near 2 universities and a major shopping thoroughfare, get a break...

I recently visited the Chipotle location on Empire Boulevard and unfortunately had a rather unsatisfactory experience that I feel compelled to share.

Despite paying extra for chicken, the serving size was surprisingly skimpy, and to make matters worse, the sauces were mixed up, further detracting from the overall quality of my meal. What was even more disheartening was the suspicion that not tipping might lead to intentional order mix-ups, as my entire order seemed to have been mishandled.

Upon expressing my concerns through a review, as expected, I received a link from Chipotle encouraging me to contact them. Falling into what seems like a common pattern, they offered a one-time $10 gift card as a gesture of goodwill. However, it appears this may be a deceptive tactic. Accepting the gift card could lead to unforeseen consequences, as they might subsequently block you from placing online orders at any Chipotle location. After attempting to use the gift card, I found that entering my name in the order process would automatically result in a message stating "order not processed," suggesting a potential restriction from placing orders altogether.

I feel it's important to share this experience with others to make an informed decision when dealing with such situations. While the initial offer of a gift card may seem like a resolution, the potential consequences should be considered carefully, as it may limit your future interactions...

Ordered take out last night from the Empire location. Two carnitas burrito bowls with 2 sides of Guacamole, and a taco kids meal with carnitas. $33. After a few bites, my husband realized he was chewing on a huge piece of fat from the meat. Apon inspection of both of our meals, there were huge pieces of the vegetables that weren't cut up, and the meat was so dried out and hard it was inedible. My husband was going to go back to the restaurant but decided to call as it was 730 at night. The phone number to the restaurant goes straight to corporate customer service. He tells the woman the issues with the food we received. She offers a credit towards our next chipotle visit. He told her he didn't want the credit and would just want the refund back on the card. She then tells him she will refund the money back to the card for the food but not the guacamole. ($27) because "There were no issues with the guacamole." I have never heard of such a ridiculous reason to not credit the whole food order. The reason we ordered the guacamole was to put on our meals. Otherwise, we wouldn't have ordered the guacamole. That would be the equivalent of having an issue at a restaurant with your steak and they take the steak off the bill but make you pay for your side salad. Or better yet, the dressing for the salad!...