Chipotle Mexican Grill — Restaurant in West Whiteland Township

Too long didn’t read: bad with allergies, always out of ingredients hours before closing and never restocks, specific employee consistently rude to customers, if you doordash your order is always incorrect and/or missing ingredients.

Allergens: last month we asked if the carne asada was gluten free. Employee responded by dropping serving spoon and staring at me blankly. I asked again in case they couldn’t understand me and they began to look very annoyed with direct eye contact. I ended up googling it, while the employee stared at me silently. I’d assume if I asked them to change gloves, I’d either be ignored or clearly judged. Ingredients/Doordash: whether you go in person or doordash after 7pm, they will be out of fajita veggies and/or lettuce and/or more. Have gone/ordered multiple times at or long after 7pm and they are always out, and they say they are out for the night. Every time, no restock, no matter the item. Specific employee: same one as described with allergen section. Also, today we asked if they had any fajita veggies being made. She silently picked up the empty container, tilted it toward us, then said “what else.” Then along the line we asked if there was more lettuce being put out. She motioned to the empty container and said “none” while looking and sounding aggravated. After making my bowl and my boyfriend’s, she struggled to put the lid on, started laughing and said “oh my god are you kidding me!” and then audibly sighed while getting another lid. We didn’t see her nametag but has black hair, multiple earrings, pale, girl in 20s, around 5 feet.

I have NEVER made a negative google review before, and usually would just go to the much better chipotle in Turner Square without leaving this bad review, but I felt I should post incase other people with allergies, or people with social anxiety, are thinking of going here....

Firstly, Chipotle should improve its app. There’s no option to get refunds for wrong orders.

Secondly, Chipotle should hire more people instead of over-burdening its employees. Clearly the employees at this store are STRUGGLING to manage all the orders and that’s reflecting in all the negative reviews. What is the Management doing?

I have so many complaints:

They always miss one or two things in the burrito bowl - usually black beans & veg fajitas - which is frustating. Once guac was missing but I was charged extra for it.

They replace items without asking or telling - chicken was replaced with Steak, and white rice was replaced with brown rice. When I went back to the store and questioned why I got steak bowl when I ordered chicken bowl, they simply said they are out of chicken. They could have told me or put a note when I went to pick up, but no. Some people don’t eat steak or pork due to reasons like religious beliefs, diet or allergies, but the employees don’t seem to care. They replace out-of-stock items with whatever they want. And why does’t Chipotle app have real time updates - the app should mention what items are not available.

They put too much sour cream even when I opted ‘light’ option on the Chipotle app. What is the purpose of selecting?

Pick up orders are almost always late - have to wait 5-15mins more than the pick up time mentioned on the app.

If the employees are not able to manage, Chipotle should hire more people. Or make it online orders only store. Current situation at this store is hurting both its employees...

I went with my husband and son to chipotle for lunch. When we ordered the food, the serving girl told me that the veggie ran out and we need to wait. Once I said ok, the male ‘manager’ started dumping the veggies to the griddle and started cooking. In the mean time a long line passed by. My son already finished his salad bowl and they finally finished the cooking, however the veggies that were cooked were already used in for online orders per the manager, so he started cooking the veggies again while in the meanwhile our food that was left in the open in the line for a long time and was getting cold. I requested the manager to give us fresh food as we will have to wait even longer for the veggies. The manager ‘named Justin’ without any explanation grabbed our food and dumped it in the trash and told us he is done serving us. I told him I would like to talk to the manager and said this is not how to do business. He told me that he was the manager and he has no supervisor. He didn’t even know that we had already paid for the food that he threw away. He told us that we have 30 seconds to either get a refund or he will call the police if we don’t leave. We went there many times and we are great customers. I can’t believe he treat the shop like his own and how to run the business. I will call the corporate and complain to BBB until I get an answer from them. This guy definitely doesn’t fit the position there. There are at least 30 customers who saw what he did and how poorly he treated...