Chipotle Mexican Grill — Restaurant in West Orange

I have been ordering from and coming to this location for years and I’m happy to say I’m never coming back. I was willing to overlook the blatant lack of consistency in quality, service and overall experience that infests this location for the convenience relative to my location. However, my experience this week has ensured my commitment to the location on Willowbrook, which is considerably more consistent with their product and service. I originally placed an order through the UberEats app for a burrito, chips, and a kids carnitas quesadilla for my 3 year old son who was very hungry and excited to eat his carnitas quesadilla after a long day. When I opened what I thought was going to be a kids carnitas quesadilla and found what you are seeing in the attached image I was shocked and upset. I say with no embellishment that what I received in the attached image was the worst execution of a basic sandwich I’ve ever witnessed in my life. I have actually personally witnessed a severely mentally disabled child execute a quesadilla far superior to this one. When I showed my very tired and hungry 3 year old son his ‘quesadilla’ he said, “What is that!?” And proceeded to get very sad and start crying. He couldn’t seem to rationalize how or why someone, an adult, would prepare a meal for a child in such a way. I mean they’d have to be completely and totally selfish as well as incompetent. Hard to imagine someone like that even exists… anyway this is not even the end of the story. So now it’s almost 8 pm and my 3 year old son is tired, hungry and crying because of this Chipotle. My sons mother drives to the chipotle (while she was trying to help her elderly mother) with the receipts, pictures and screen shots; in hopes that this situation may be resolved and our son fed. The manager makes her wait and argues with her back and forth in front of customers to pay for the new quesadilla, despite being shown more than all of the adequate proof and the quesadilla having been made less than an hour before. Her reasoning being that “it’s not showing in the system” when she knows full well the system takes hours to be able to search an order as it has to be processed and cataloged by both the slow uber eats servers and the ultra mega slow chipotle servers. But clearly that was just an attempt to bully this customer into paying and feigning ignorance rather than take any accountability (how typical lol iykyk) because she eventually just dropped the act and finally let us have the kids quesadilla we paid for almost 3...

I felt uncomfortable with the staff, I walked into an empty store and felt as if the store was closing. It was only 8:45pm on a Wednesday night and the store looked as if it was closing. I asked a crew member if the store was closing early and he responded with “no we’re just really slow”. The grill was disconnected and cleaned and there was multiple regular items unavailable because they didn’t have any supply. With multiple members just walking around or “supposedly cleaning” The brown rice and black beans were unavailable and the crew members weren’t very accommodating. While on the line after getting the first portion of my burrito prepared a crew member decided to clean the bottom of the food tins. Meaning the portion of the meal which has been prepared for me had to sit on the counter for over 4 minutes. I was the only person in the store when my order was first placed. The crew member cleaning the metal tins decides to act rude to the other crew member asking if he can go around her while she’s cleaning. Instead of working together she comments “um do you need something or are you just going to stand there” I being a manager of a retail store intrude and say… “yes he would like to finish the burrito I am in line for” she then rolled her eyes and continued to “clean” using that same rag to clean the counters of the food making station. That display of work from that one employee showed me that this store was not being held to high standards. I was disappointed and did not eat my food. I immediately tossed it in the trash because I lost my appetite. The final employee to assist me was “Farrah” who I can say is a great employee. I was standing at the pay station for about a minute until she ran from the back. Swiped her card and asked me to please inform her what my burrito was made of. Another sign of bad preparation there was no signal of what type of burrito was made. She bills me out and wishes me a goodnight. Once I was leaving there was over 10 customers waiting in line to be disappointed by the selection and unwilling crew members. I was unhappy with my experience, typically I do not write bad reviews but this experience will direct me to no longer “BUILD-YOUR-OWN HAPPINESS” at any...

I have been a regular at this Chipotle location since it opened. However, in recent times, I have noticed a decline in the quality of service. I used to visit this location every Friday, but my last few experiences have been terrible. After my last visit, I had to stay away from this location for a month and yesterday's experience was the final straw.

The problem started when I ordered a kids' meal and was only allowed to choose two sides. This surprised me because in the past, not only at this location but at others too, I have always been allowed to select three sides. When I asked the employee when this policy changed, she said it was about a month ago, which is strange because I have visited this location almost every week. However, I let it go and placed my order.

The following week, my son ordered the same thing at the same location with the same employee, and he was allowed to choose three sides for his kids' meal. I thought this was because he was a child, so I didn't say anything. But, when I visited again, I was again denied three sides for the kids' meal. I didn't make a fuss and proceeded with my order. The following week, I went back with my sister, ordered the usual including a kids' meal with the same employee and location, but she was allowed to choose three sides for the kids' meal. At that moment, I started to wonder if the employee was picking and choosing who to give three sides to.

After that experience, I didn't visit this location for an entire month until this past Monday because it's the closest one to my house. I had another bad experience at this location. I spent $26 and got very small portions on everything despite asking for extra. I was given the tip of the spoon when I asked for extra. I'm used to this location's small portion sizes, but yesterday's was exceptionally bad. I regret spending my money here when I could have gone to a local food shop and gotten more for my money.

I'm very disappointed with this Chipotle location and won't be coming back. I'll have to find another local food shop to go to instead when I don't feel like driving far...