Hot Head Burritos — Restaurant in West Chester Township

Ordered online, four meals plus some extras. My wife went to pick up, arrived at the time quoted through the online order - when she arrived, she was first told that the order was almost complete, and directed to another employee who was supposed to be finishing up.

He was obviously not aware of the order, appeared to be new and moved exaggeratedly slow when a team member asked him to check the ticket and complete the order, then, started to pack up without finishing the order - when my wife asked about the missing items, again very slowly, he started making the rest of the items, but acted as if it was his first day on the job; multiple instructions from other team members, but none of them followed.

Finally, after trying to shove all four meals, queso and churros into a single small plastic bag (spoiler, it wouldn't all fit) my wife was able to leave with our order

When she returned home, we found that every single meal was incorrect - missing ingredients on some, unwanted ingredients on others, the cheese quesadilla was so overstuffed that not only did it look disgusting, but it was unmelted in the center, but oily on the outside. The rest of the food, including the churros, was cold to luke warm. Completely inedible.

I called the store to ask for a refund, and was told "oh, I didn't make that order, a coworker did..." and that I should request a refund online - something not possible via the online ordering system (I checked). I told the employee I spoke with that I wanted to speak to a manager - of course she wasn't in the store tonight - and that I expected a call back this evening to work out how they would be refunding my money.

That was an hour before the store was scheduled to close and I was assured that the manager would call me back as requested. Obviously that never happened. Save your time, money and peace of mind - pick...

This is an excellent franchise concept and I really like the menu. Unfortunately, this location is failing to execute. The place is pretty dirty despite having had a recent refresh. The staff also seems to suffer from a lack of adequate supervision or training. Some points for staff on hygiene probably couldn’t hurt either.

Went in right at 6pm to an empty restaurant. There was a sign on the door saying they were closing at 8 “due to staffing.” There were three employees working. One wearing his winter coat and earbuds at the register and two others holding up the walls. There was a strong odor of cleaner, so they may have been extra prepared for their early departure. They also had no fajita veg, and dried out proteins... at prime dinner time. When asked about fajita veg, they did offer to make some … 30 minutes they said. We were served rancid tortilla chips and several menu items to eat in … with no tray. Had to make several trips to the register to carry all the items back to the table.

Hope the owner intervenes soon or this place will surely shut down like the other local HH. You can’t provide service like this with Chipotle 500 yards...

I understand it's hard to find staff right now however, today I ordered a bowl and asked for sour cream on the side instead of putting it on the bowl then I was charged $1.20 for sour cream that is free if I put it in the bowl but because I asked for it on the side it was extra. Would have been nice to know before hand. Also they have measuring spoons for the cheese, chicken etc and they were not used so the bowl looks pretty pathetic. I have not had issues here in the past but the visit today and charging for things that are normally not extra does not make me want to come back. It seems like the staff maybe need some better training moving forward but again I understand in today's world it's hard to find quality people who care about their job. I would not recommend in the future. Chipotle has better portions and it's fairly consistent. This hot head is so inconsistent you never know what your going...