Chipotle Mexican Grill — Restaurant in West Caldwell

BUYER BEWARE! I am appalled at the customer service from this Chipotle! We are trying to do our part during this pandemic and order take out a few nights a week to support our local businesses. Tonight I ordered 6 meals, a large chips with a large guacamole and small chips with salsa. I ordered from the website, to have it delivered. Super quick, it arrived 30 minutes later. It was missing the large chips and guac... no big deal I called the restaurant and was told we’ll we put it in the bag. Ok, but it’s not here, what should we do. Was told to call door dash! I said that I couldn’t call door dash because I had no confirmation or anything, everything was through chipotle.com- not door dash. after being placed on hold 6 times and told they couldn’t help me, I asked to speak with a manger. A woman came on the phone to tell me she was the manager, she knows for a fact the items were in the bag and if it’s missing to complain to door dash. I reiterated ordering and paying through chipotle.com and that door dash couldn’t help me. They wouldn’t even let me come pick it up the missing items I paid for. I am shocked... they literally stole $6 and change from me! I asked for her name and she refused to give it to me. I asked at least 5 more times and she finally said, I don’t have to give you any information. This is all about principle here. I’m trying to do my part in supporting your business, you messed up (or your deliver service did), and you refuse to help me- then you treat a customer so rudely. I am honestly disguised. I’ve been ordering from chipotle for years and even with mishaps, forgotten items, etc - west orange, Madison, Clifton locations have always made right and been super pleasant to deal with... but this, was a whole new experience. It’s not about the $6 at this point, it’s about treating a customer so awful and rudely. I will be voicing my concerns to corporate because whoever that employee is needs to be terminated immediately. I will NEVER order from this...

This West Caldwell location has gone downhill. The service is terrible. Was there at 6:25pm, about a third of the tables full, NO ONE on line. I stood ready to give my order, watching the girl take her time wiping the counter down, not looking up once. The other girl at the register finally looked over after about 2 minutes and then came over to take my order. With a smile at least. The first girl continued to wipe. The girl who took my order continued to make both the bowl & burrito I ordered. Not putting much of any ingredient I ordered in either. The burrito is about half the thickness it used to be, & was MAYBE 5” long. The bowl ingredients didn’t even reach the top edge of the bowl. One person got in line behind me so the girl who made my order just left it and took the next person’s order. Leaving me waiting for the first girl again. Waiting, waiting, waiting to finally pay. I understand waiting so long when there are actually people in line but I walked in to no one. My son ordered the same burrito at the West Orange location the other night…what a difference!!!! The size of the burrito was what I remember it being all the time in West Caldwell. It will be worth the ride to west Orange in the future. West Caldwell, you need a new manager and possible even new employees. It’s too bad....

Not all chipotles are perfect but not all are THAT bad either. This place has good food but what lacks is the staff. I work a hard labor job all day with NO food so that I can have a heavy meal at the end of the day. I come in and the staff are gossiping with each other in Spanish while ignoring me. After a few minutes go by in an EMPTY line, I finally get asked for my order. The lady is rushing me to choose my options while gossiping to her friend, bc of that she would forget what I asked for and I would have to remind her when she’s done talking to her friend. While all this is happening she is giving the SMALLEST portions I have ever seen. I can’t believe I paid $14.85 for BARELY any food. It was the end of the day and they had their food stocked, I don’t understand why she was so cheap with the proportions. Finally, at the register I asked for a bag of chips only to be immediately told “we don’t have any”. While I look to my right and see the lady preparing the online orders is putting bags of chips into a customer’s bag & in the back my girlfriend said she saw a man holding a tray with bags of CHIPS! I don’t understand what I did wrong to be treated rudely but I was simply starving after a long day’s work and they didn’t help. Won’t be coming to this...