Chipotle Mexican Grill — Restaurant in Twinsburg

I placed an order on the app today my pickup time was 7:45 i arrived at 8:05 only to find out that there was no order i told the young lady britney at the door that i placed an order she asked me did i have an email i said no i have the confirmation from the app that's it. She went in could not find the order and then told me it must not have gone through i showered the confirmation and charge to my card.. i asked her to call the manager jenny comes out and explains that they've been having trouble with the app i explained to her at that time that my phone was dying i just finished grocery shopping and i'd like to get home i then asked her if she could take my order and i just pay for it again and worry about the refund later..u would think ainc with was their issue it was fixable right... WRONG! she stated that she could not and that i would have to go back through the same app that had just messed up my original order! i asked her how did that make sense? so while she still there i proceeded to attempt to reorder, app would not budge it was asking me to go through the entire order again and my phone was on 1% i explain to her my phone is going to die it won't make it and it's still going to do the same thing she told me if i would like i could drive to the to the streetsboro location i explained to her the problem with that is i don't live in streetsboro i live in solon an entirely different direction she proceeded to be blunt and rude and did not assist and in fact started to help other customers and told me to have a good day.. in a smug manner i proceeded to leave and i told her she should work on her customer service skills once i got home after i charge my phone i called back to the store and requested the manager and regional manager information at that time britney gave jenny the phone and she proceeded to apologize at that moment i explained to her that i was not interested in her apologies i was now home with no food after i worked had a long day i shopped wanted to feed my child and she had no regard for that at this time i'll be taking it up the chain and i hope they can teach gin how to handle the public a lot better than she did today with the audience that she had outside she didn't mind being rude so on the phone she can keep...

I tried to place an order for pick up at this location. When checking out I chose the use points option for a free entree. Once I held the button to pay I got an error telling me that mobile wasn’t available at that location at that time. I then called the restaurant and asked if they were open (to be sure before we drove TWENTY FIVE minutes there. The young girl said yes, until 7pm. We arrived at the restaurant at 6:38, all the chairs were up on the tables and most of the lights were off. I was able to open the door and go in. I could see staff in the back, who saw me walk in. Finally someone came up front pretending to sweep. I asked her if they were still open she said “no we closed early”. I told her that I just called to be sure they were open. She responded “yeah, we closed early because there is only 4 of us and we have to do inventory”. I just stood there for a moment shocked, turned and left. As I was walking out she yelled after me ‘sorry’.

I am beyond angry. We made a FIFTY minute round trip with a hungry 2 year old in the car. I called to be sure and was denied service. This is Unacceptable.

My family is now waiting 30 minutes to pick it up a pizza when we should be getting our toddler ready for bed.

*Update… This is the response I received from Chipotle Customer Service..

Thanks for reaching out to us. I am really sorry for the inconvenience. During this trying time, some local stores have determined that the best way to ensure the health and safety of both our crew and our guests is to limit hours

The fact that they would use the pandemic as the reason for them closing early is despicable and shameful. This was most likely ‘It’s New Years Eve and we want to get out ASAP so lets...

I still frequent this chipotle because it is next to my job, but damn this place is constantly letting me down. It started with the food, just poor quality or they are out of product. This is more often than not! The service is always incredibly poor, honestly astounding how poor these people act, talk and address you as a person. Today i pulled in to grab some food 35 min before the doors shut. Yes, thats late, but cmon people this isn’t Outback Steakhouse im not dining in, this is damn near fast food. It takes 5 min to serve a meal. I was turned away and told they decided to close early but if i had a doordash i could come in and wait for it. There wasnt a single person in the parking lot or in line at this time. But they refused me service. To be honest? Those two big red flags are what mae the atmosphere for me too. The food is just as bad as the quality of workers and environment; Messy, Rude & Disappointing. i worked at two different chipotles for YEARS & half these people shouldn't even have their jobs anymore, let alone provide any good customer service. If i could give lower than a one star...