Chipotle Mexican Grill — Restaurant in West St. Paul

We ordered a catering order. We got a confirmation 24 hours ahead, but when we came to pick it up. The store was closed. Lights out. No warning from them. (And it was still closed an hour later when I drove by with food from a competitor in hand for the hungry masses.)

So I call the catering line and explain what happened. They say they will generate a ticket. But then I'm looking at my bank and Chipotle actually charged me after I lodged my complaint. Seems pretty simple. Set up your system to hold a transaction when a ticket is generated. Maybe not such a huge deal if the entire system wasn't in full meltdown.

So we're telling our story because there's a grad party full of curious people, and we learn folks have had similar issues with catering and online orders at several different South metro locations.

I get that folks are short staffed, but the system is atrocious. You don't have a button for an employee to click when they open the store at least, so that your online system doesn't allow people to order if the store is closed? You don't have a button for an employee to click when they complete a catering order? And if you do, why are you charging for orders when there wasn't even a single employee in the building. (I got there early and watched for a while and checked on my way back through. Empty parking lot. No cooks in the back. No one.). 5 days later, we don't even have an email acknowledging that they generated a service ticket (because apparently, they don't have the ability to just issue a refund even though the facts here are simple, verifiable and frankly, very frustrating) - so now we wait and hope to get our money back without too much additional hassle.

Btw - our church had the same experience the day prior at this location, so we at least had a suspicion. But since we learned of the issue within 24 hours we couldn't cancel and the voice recording said they "would be open tomorrow.". On Monday, someone finally put a sign on the door saying the location was temporarily closed. Nice.

All this to say, if you're tooling around and they're open: go for it. But do your online ordering and catering orders somewhere else until they can rework their system or reliably staff their franchises.

Update: After over a week of not contacting us at all to confirm that anything was in progress, we did at least get an email confirming that they had refunded our CC charge. (And I can confirm this from my CC...

8-9-21- Continuing on with this S**t hole. Wish I didn't live 1 mile away. Went there today, ordered 2 burritos... got to the end of the table and they said " we are out of cheese". I said, I only get rice, chicken, cheese. Can I at least receive a discount? They said no! I said, I don't want it then. The cashier looked me in the eye, and threw both items in the trash. I tried calling corporate at least 5 times. No returned calls, no one at corp cares...they are a huge franchise. DONT SUPPROT THIS PLACE!!! El Taquito, Taco Libre, Pineda, Taco House, and Boca Chica all within 2 miles of this location. Support them instead!!!!

7-12-21- My wife went to the location to order food. They stopped her from entering and said we are only taking online orders. She tried to order online and the website said "we stopped taking online orders". This was 45 min before closing. We did not get any food.

7-11-20 - This is the worst Chipotle on the planet. Anyone giving this Robert St location a good review either works there or has a friend/family member working there. I would give it negative stars if I could. This place has a minimum 15-20 minute wait, does not make online orders correct, and changes the rules such as walk in ordering when they feel like it. They also do not take phone calls. Try it and see if anyone answers. This location has literally served me a chicken burrito with half cooked raw chicken. They should be shut down. I’m amazed that corporate has not done anything about all the negative reviews at this Robert St, West St Paul...

I just purchased 6 tacos, 1 bowl, 2 sides of guacemole and chips to go this evening at approximately 8:30 pm when the restaurant was not at all busy and was told that even though your Chipotle carries cilantro that I wasn't allowed to have any per manager's rules. This was different from the last time when I visited this location approximately 45 min before closing time when I was told the cilantro was put away and therefore I couldn't have any. I was also told during this most recent visit that limes weren't allowed to be given out with food and were only being used to prepare chips from now on. This is very different than any other Chipotle location I have ever been to and two of my favorite ingredients to eat with my food are cilantro and limes. Additionally, I had to ask for more meat because when I asked for chicken and cheese only on my tacos, I was given approximately 3 miniature size scraps of dried out chicken per taco. Others in line were given plenty more meat without even having to ask. In the future, I won't be purchasing anything from this location due to inconsistencies in product and ingredient unavailability at this location and due to far smaller portion sizes I received in multiple visits here compared to other locations. In addition to posting reviews about my experience, I will let others know about my poor experience at this restaurant as well so nobody else makes the same mistake I did in...