Chipotle Mexican Grill — Restaurant in Warwick

I’m a regular at several chipotles in Rhode Island. The service is generally poor at every location but this one takes the cake.

As someone who worked in Fast food for nearly a decade I understand the challenges faced by employees. However, simple measures to improve customer satisfaction are neglected in every one of these places. If I didn’t have an insane burrito addiction I wouldn’t ever walk into chipotle again.

Here are my consistent experiences with employees at chipotle.

Making it obvious they do not care to serve you. The employees will continue their conversations and walk around aimlessly to avoid doing their job

Once they do start the ordering process you can expect that you will not get a friendly greeting, eye contact or maybe you won’t get a greeting at all.

They then race through the burrito building process making a sloppy burrito with tons of rice and sour cream and not enough meat. Often times they rip the burrito and just send it anyways unless I stop them.

Once the burrito is complete the cashier may waddle over to the register ask the burrito builder what’s in the burrito and ask if I want anything else. I would say that 60% of the time there is no eye contact and 100% of the time they assume I’m taking the meal to go and throw it in a bag even though I eat in house every time. Not that I expect them to remember me, they’ve never actually looked at me even though I’ve been here 3-5 times a week since they opened in 2009.

Long story short, customer service needs to improve and if it doesn’t then I will warmly embrace the robots that will undoubtedly replace these...

Today I watched a customer go in and try to place an order. She explained kindly that she has Celiac Disease and therefore her food cannot be cross contaminated with any kind of gluten. The staff member who she was talking to, walked away from her. The second staff member asked about the food restriction and she explained how she has Celiac Disease and is unable to eat gluten and asked if they could make her something without gluten and without cross contact of gluten. The guys chuckled and shook their heads. She politely said “It’s okay. Thank you.” and walked out.

These staff members were lazy, uneducated about food allergies, and rude. I’ve eaten at various Chipotle’s In Massachusetts and Rhode Island and typically the staff is very knowledgeable. They will announce allergy and everyone on the food prep line will change gloves. On top of this they will also offer to use fresh packages of food so that there is no cross contact of allergens. This Chipotle in Warwick on Bald Hill Road is terrible and I will not return. This incident occurred at around 5pm on June 9th, 2023.

Before this incident happened, the workers were arguing about some staffer being late, even though he kept insisting that his shift doesn’t start until 5:30. If that was true it was only 5:10 when this argument started because I looked at my watch to see what time it really was.

Overall a terrible experience all around with staff that needs more food...

Just got my food today I ordered a chicken burrito w/ sour cream and guac, and a carnitas quesadilla with beans and sour cream on the side.

What I received 20 minutes after my to go order was supposed to be ready (6:20pm was my time I waited till about 6:36) was no guac or sour cream since they "ran out" and they just assumed I would deal with it since they handed me the order than when I stated I was missing the side of guac they told me they had none (at this time I didn't know about the sour cream since I ordered it on the burrito/the side of the quesadilla which is usually in the container the quesadilla is in).

This is when I look over at the line and see they have a full thing of sour cream just waiting to be used. Embarrassingly poor communication but this is understandable even though they were out of items they offered on the app, and refused to give me sour cream for whatever reason. Then I get home and my carnitas quesadilla was actually 3 chicken tacos that were filled to the brim with white rice (which I didn't order) and only one of the tacos actually had any actual amount of chicken, the others had 1 or 2 pieces than cheese and rice, the burrito was fine but no sour...