Chipotle Mexican Grill — Restaurant in Town of Union

This has to be one of the worst places to get food I've ever encountered. I work nights near by, and every time I've gone there, it's been an issue. Despite arriving twenty minutes prior to the listed closing time, I was denied service twice and told that they were closed because the employee behind the counter was 'the only one here'. So that leads me to assume if they're ever short staffed, they just close the doors, except.. The doors were still open.

I go again a week later thirty minutes before the listed closing time, and this time I was told they ran out of food, before I was asked what I wanted. So I guess everything in the store ran out all at once?

I finally go during the day on an afternoon I had off, and the two times I've actually been able to order, the order is either incorrect when I get home and open it, or I'm just missing items entirely.

Then last night, I ordered ahead of time an entire hour prior to the listed closing time, I set the pick up time for 10:30, which is still thirty minutes prior to close. I arrive at 10:30, the app shows my order is ready, and I sat in the drive-thru lane for twenty minutes before someone finally came over and told me 'We are not taking orders anymore for the night.' Which, I thought I had prepared for this time, I told the employee that I had already ordered, and that the app shows that my order is ready for pick up. I then get told that they ran out of food again, and that they had not made my order. I was told to obtain a refund by going through the support.

I just got done speaking with the Pepper chat support, which eventually connected me to what I'd assume was a real person that copy and pasted all of their responses, at best, and got my refund, but when I asked for a phone number to lodge a complaint about the store, I was told that they'd pass my displeasure along to the store, and then disconnected from the chat before I could say anything else.

It's insane to me that this location even functions considering they run out of ALL the food in the store every night, it seems. And if that's the truth, why doesn't this location receive more product to sell?

I highly recommend saving yourself the headache, and driving across the way to the Chipotle that's in Vestal, NY instead. This store is a nightmare, and you can't even ORDER your food to begin with. And if you DO have any issues like me, good luck trying to voice them, their support doesn't stick around to...

I have loved Chipotle ever since I first ate at one in Virginia over 10 years ago. The Harry L Drive Chipotle in Johnson City NY started as a decent place. Today's visit has me questioning if I will ever waste my time at this location again. I arrived at 1030 am, fully prepared to wait until the 1045 0pening time on the door. About 1035 a person parked in the customer parking, got out of their car and looking like any "Joe off the street" walked into the place through the unlocked doors. No employee let him in. Ok...maybe a worker. Then I see this person walking around with a drink cup and go to the soda machines. Hmmm... maybe they open at 1030? and just hadn't got the time on the door changed yet? So I walked in, and was quite snottily let know that they don't open until 1045 and this individual "works there". OK... my mistake. 1045 rolls around, I walk in and pass Mr. "Works here" on his way out with a drink and a Chipotle bowl to go. Whatever... I am about to get some Chipotle. .... well, never assume... I walk up to the counter, and it is looking pretty desolate. After a few minutes, some one asks what I would like. I start to order. "We don't have beans ready yet". A couple of more minutes, brown beans, but black beans not ready. I turn to the two ladies behind me and ask if they want to order. They want black beans also. Several places back in the line is someone who wants brown beans and the protein they had ready. The two ladies behind me get fed up and leave empty handed. Finally someone has the courtesy to let me know it will be ten more minutes until the protein I want will be ready. So I sit down and watch two people come in to pick up online orders....which aren't ready either. Those orders are put together and handed to the people. a few seconds later they come back in. They were not given their orders.... someone else's. I finally get my order at 1130 am. I get to pay full price. No apology or even any apparent concern that it took a full 45 minutes. About the only thing that went quick and efficient was collecting the money.

Follow up: I reached out to Chipotle management as they requested. They "are sorry you felt the service was slow and what you wanted was not ready yet." They "will share this with the Johnson City team". Interpret that how...

I won't mind going back the Chipotle in Binghamton, NY, but someone would have to pay me to return here to the Johnson City, NY Chipotle! Friday, February 16, 2024, a co-worker and I ordered our lunch online to "Get Out of Line" as their staff t-shirts say. Expecting it to be busy, we arrived a few minutes after our order was scheduled to be ready. The woman at the register said it would be 5 more minutes. We waited 12 minutes, and I decided to approach the register to see how things were coming and to see if I could get a cup for the fountain drink I had ordered. Another employee approached to assist me, but the same woman from earlier yelled (yes, yelled) at him NOT to bother asking about our food bc she already said it'd be 5 minutes. I protested politely that it had already been 12 minutes since she had said that and added if I could at least get a cup for the drink I had ordered. She then yelled at me stating that the staff would bring out my cup with our food. My co-worker did not have to approach the counter to hear how she had responded, btw. So, we waited for another 5 or 6 minutes, while discussing how we'd not be returning here. When our food was ready, they didn't even bring the drink cup she claimed would be brought out. I had to request it a second time. If she was just a cashier, then she was a terribly bossy cashier. But if she was management, as her tone to her co-workers suggested, then she was doing her job incredibly poorly and should not be working in a food service (or ANY service) environment. I DO understand the horrors of this type of job, but NO ONE should flatly deny a customer the comfort of a drink while he or she is waiting a long time for food to be served! The burritos tasted good, but were a little dry (a distinct lack of proper amounts of salsa). Also, they were not made with content distribution in mind. While the chips were good, the queso was weak, a bit grainy, and not of a proper consistency. More like a very thick soup or stew that was watered down and certainly not a hot cheese salsa...