Chipotle Mexican Grill — Restaurant in Town of Perinton

I want to start out my review by saying the manager at the restaurant was really nice. However in the past week and a half I’ve ordered from here twice. The first time mine and my husbands bowls were not right at all. We placed the order for pickup both times we’ve ordered in the past week and a half. The first time our order was wrong my husband drove 20 minutes and brought it back and went inside and they remade our bowls with no issues. This time I went to pickup our bowls and specifically asked the girl at the drive thru window if she could make sure whoever made them did it correctly because the last time within the past week and a half it was wrong. She told me she was the one who made the bowls and that it was all correct. I got home and ofc they were both wrong once again. They were both missing the correct portion of food and didn’t have extra of the things asked for. Mine was supposed to have extra lettuce, cheese and rice. Mine had maybe a scoop of rice if that, a tiny sprinkle of cheese and like 5 pieces of lettuce. My husband’s was fine besides him only having about a scoop or less of rice when he asked for extra as well. So anyways once again he drives back there for the second time in not even 2 weeks and he wanted to go in but the line was all the way to the front door of the restaurant so he went back to the drive thru to talk to the same woman who said she made the bowls because she said they were done correctly. He then tells her about the issues and she comes back with a cup of rice. So he asked for a manager and she never brought the manager over she just went back and got veggies and brought that to him. I was on the phone with chipotle at the same time he was at the drive thru because he called me to tell me all she did was give him a cup of rice. I asked to speak to the manager and she was very nice and wanted to give me the number for a refund. I said I don’t want a refund I just want the bowls made correctly. She ended up remaking our bowls thankfully and they were done right. The point of this whole review I guess is I hope the woman who made the bowls sees this or maybe the manager will see this and hopefully something will change with the drive thru pickup orders because as I said this was the second time in a week and a half it’s been wrong. Gas isn’t cheap and when someone pays for food at a restaurant or a fast food place we expect it to be done correctly and if something isn’t done right we expect that someone will help fix the issue. As I said the manager was very nice and I believe her name was Tori so shoutout to her for being so kind and remaking our bowls but whoever the woman was who was at the drive thru that lied to me and smiled in my face like it was funny when I came through the first time asking if the orders were right I hope you genuinely try and fix your mistakes and work on your customer service. Pickup used to be super convenient for us and now I feel like going to a different chipotle or like I have to go in each time just to make sure everything is correct because lately nothing is. Hopefully things change soon or we will not come here anymore. Thanks...

Went into this location to place an order. At checkout, the pertain in front of me seemed to know the cashier and was chasing with him. When it was my turn to pay, the cashier exclaimed "oh no" after I had put my credit card in to pay. The cashier hadn't ensued the customer in front of me paid for his food, and so I was charged for it. He ran after customer, and after that person paid, I asked for a refund. After playing with register for a minute he went to go find a manager. The manager came out and said that they can not give a refund in store (what?!?!) and that I had to call customer service to get a refund. I was mad - how can they take money but not refund it in store? And the manager provided no other instructions other than to call, "its so easy".

When I questioned this and said "so I just call and they'll just believe me? I don't need a transaction number (which I didn't have bc they didn't give me a receipt)? What's to stop me from lying and saying I spent $50? This makes no sense" to which the manager smugly replied "idk why you'd lie!"

That wasn't the point. I was merely trying to illustrate that without proof of purchase other than two transactions on my credit card, I found it really hard to believe that customer service would just refund me, seeing as they aren't at the store to witness that I was indeed charged incorrectly.

I paid for my food and left, and immediately called customer service. Not surprisingly, he asked for my transaction number, time of transaction, etc. None of which was given to me, even though I questioned this! The phone call was followed up by an email where I had to provide a many details as I could to get a refund. Then I got another email asking for a bank statement- which I didn't have bc those come at the end of the month and this transaction was payed on July 1st. I instead provided a copy of my online banking with proof of the charge. To this day, I have not been refunded. I called again today and still do not have a refund.

The customer service is poor, the management offered no apologies and did a little a possible to rectify the situation. This happened...

I was here about 2 weeks ago. I was the only person in line. The lady walked over to me while wiping her guacamole gloves all over her apron and then proceeded to make my order. GROSS! I was in such shock I never asked her to replace her gloves. I asked for a bowl. I get rice, the new steak, cheese, sour cream and lettuce. I was given 5 pieces of steak, and barely anything. When I asked if I could have more lettuce I think they put 5 pieces on. I then asked for the vinaigrette which they then said we are out of. Ok, at this point someone from behind the counter came out I’m assuming on their lunch break to order. They said “oh my gosh you can’t be out of that guys!” They proceeded to just stare at me. The last time I had been there and they had been out, a nice gentleman said oh I will make it fresh right now for you! Took about 5-10 mins. I WAS THE ONLY PERSON THERE this time. There were probably 8 people working. There was plenty of time and hands to make some. I then get to the counter and was charged $16!!!!!!! As soon as I got to my car i filled out the survey on the receipt. I have yet to hear back. So here I am writing this. I will absolutely never be coming back here which is sad as I work right down the road and used to love...