Chipotle Mexican Grill — Restaurant in West Lafayette

I have had poor experiences the past few orders using this specific chipotle, but nothing tops the frustration of last night. I ordered a burrito, burrito bowl, and a bag of large chips and large guacamole. I ordered online as well, but for some reason it didn’t notify me they didn't have guacamole, something I would only find out too late. I can understand technology not working properly and that being the only mistake, but it was not. I should have been notified BY THE STAFF, that I had paid 10 additional dollars for product I did not receive, it is unacceptable, I don’t know if it’s laziness or apathy or inability to pay attention, but I question how many people have paid for something they did not receive, you are already paying a premium to eat at Chipotle, but it’s doubly so if you’re getting that guacamole. And what do I get for compensation? Do I get a coupon or a deal to incentivize me to keep coming as an apology? No I get a support phone number to get my money back, guaranteed that’s the response because most are to lazy to want to call and deal with it. On top of that the audacity to ask for a tip when they aren’t even providing proper customer service is truly absurd. Do not go to this location drive, 2 miles down the road and go to the Purdue Campus location, the whole convenience of the “Chipotle Lane” is non existent due to the incompetence of the staff. The Purdue location manages to not have issues despite dealing with leagues of customers, they will get your order right and quick. Point of this long winded review is this location fails to meet the standard and you should save your time and your wallet to other...

I've just had a very frustrating 45 minutes, trying to get my order corrected. An item (a burrito bowl) was forgotten on the order. If they had a phone number to the store, or a live person on their phone lines, I could have corrected this in a few minutes. Instead, their phone system gives you a message that says use the customer service link at the bottom of the email-reciept. That link takes you to the FAQ page on their website, which has NO line for "missing food/items". They supposedly have a chat bot for this, but when you click that it takes you back to the support page. The phone numbers I looked up on Google were disconnected. I drove BACK in to get the missing order. They gave me a burrito bowl, but when I got back home, they gave me the wrong order (mine was vegetarian, they gave me a chicken bowl). It's just not worth the hassle. I'll go somewhere else from now on.

FOLLOW UP- 3 hours later, I see Chipotle has replied, but apparently with an automated bot, becuse they provided a link to their contact-us page, which is where this site loop starts. I even tried the link, just to make sure I wasn't missing anything, but it's the same link, and ends up with no help and no live people anywhere. Useless. I know it's expensive to hire people for customer service, but this is what you get when you have nobody, just terrible service. It's not that I expect everyone to be perfect all the time, I'd just like a way to correct it. When you have no reachable people, bots don't...

I haven’t been here in three years and I just came back and it’s the exact same. Stood in line over 15 minutes with 15 employees in the store. “Sorry we were busy we are just cleaning up.” For over 15 minutes? Then they claimed to be out of rice, which they made white rice quickly. I then asked how long for brown rice because that’s what I came to get as I waited 15 minutes already and he said it would be a few more minutes. I waited on my phone in the lobby and about 20 people walked in. They started serving the brown rice to everyone that had just walked in and never got me my food or told me when the brown rice was ready. Thank you for wasting my entire lunch break. Glad to see the people you hire are eating chips instead of cleaning or helping the rest of the staff when they are clearly out of everything and the place is in shambles. This place is terrible and the campus chipotle is much better somehow even though they are 100x busier. Management definitely needs a reality check. Again, this literally happens every single time...