Chipotle Mexican Grill — Restaurant in Westbrook

THIS LOCATION SHOULD BE SHUT DOWN IMMEDIATELY.

Well, I was not going to write this - but since Chipotle doesn't care about the eating conditions in their establishments, nor the terrible customer service people receive - I thought I would join the rest on here who agree.

Walked into a digital only store - which would be fine - if three people weren't standing around staring at a disturbingly dirty eating area. At the 40 minute mark I reached out to let Chipotle know that if this was the service they were going to be offering I would take my business elsewhere after that.

After a 50 MINUTE WAIT - while my 2 year old sat on a sticky bench, an entire burrito was missing from the order.

Frustrated at this point I pointed out the error and asked for a refund.

At this point, a member of the team found my burrito - sitting randomly on a counter - and handed me a burrito the size of a McDonalds Snack Wrap.

Asked to speak with the manager - the one who had been standing around for an hour - was told they would get them. Member of the team returned to inform me that "because the order was done online the manager would not be able to speak to me about it.

At this point I walked out - we were headed to the lighthouse to eat our food.

Despite untencils being requested in the app, none were placed in the bag. My wife and her mother were forced to eat their bowls with their hands.

The burrito that was missing - YEAH THAT ONE - it was supposed to be Barbacoa with all the fixings. BUT - It was chicken, rice and beans. Nothing else. With the sticker on the wrapper indicating the correct ingredients.

Here is how Chipotle responded: "Thank you for reaching out! I am so sorry for the missing barbacoa, utensils, and small portion size with your order, I know how disappointing it is not to receive exactly what you’ve paid for. Our goal is to make each visit as exemplary as possible, and we hold our stores to a very high standard. Our teams should always double-check each order for accuracy to ensure we’ve crafted each meal to your exact specifications. I am going to share this with our Westbrook Restaurant team to make sure we are more mindful and attentive while preparing future orders, have our online orders ready to go when you get to the store, and we’re serving up filling portions from here on out. Thank you so much for reaching out today and sharing your experience, your feedback is valuable to us. Thank you for choosing Chipotle. We know we can show you improved service on your next visit. Let me know if there's anything else I can do for you. Have a great day!"

I followed up to ask for a Senior rep to get in touch with me. Its clear that the Regional & Store managers here do not care about the wellbeing of the business or it's customers.

It has been 5 days with no further reply.

I run a business - when you care, you change. When you dont, you lose business and have a 2.6...

I go to this Chipotle location once in a while for lunch because of its close proximity to my work place. I like the simplicity of the ordering process. However, if you expect to get there right when the store opens, which is supposed to be 11:00am, you'll be waiting outside for about 10-15 minutes before they unlock the door to let customers in. I've learned now to sit in my car and watch everyone else bang on the door and peek in the windows until the employees finally open up 10-15 minutes late. I do kind of find this humorous, but Chipotle must be losing a lot of business! On my last visit a couple days ago, I watched at least 5 people bang on the door at Chipotle, wait a couple minutes.. then walk next door into Panera instead (I've done this myself at least 4 times). I could understand this happening occasionally, but every time I go to this location for my lunch break they do not open on time. If I didn't have such a generous lunch hour I would have to go elsewhere. Not to mention when they finally do let the customers in, sometimes not all of the food is ready so you either have to pick from what's available or continue to wait for the rest of the food to be put out. Oh and if you're one of the first people in the door, make sure to check the soda machine to make sure the little drinks tips are removed before you try to pour yourself a fountain soda. I went to pour myself a coke once and the machine sprayed soda all over my shirt and pants, sucked hardcore because I had to go back to work. (apparently no one removed the little tips from the fountain soda machine before opening the store). Of course everyone in the restaurant whipped their heads around to look because of the noise. Embarrassing! Received some glares from the staff, no apologies.

Once you do get your food, the quality is fine, the portions are large, and the service is generally acceptable. The prices are reasonable. I think they should stop charging an extra $2.00 for guacamole (Qdoba doesn't charge extra). Will I return? Yes. The location, convenience, and taste of the food are "A-OK". Plus I like watching from my car as the "Chipotle Zombies" bang their heads against the glass waiting for the employees to finally unlock...

I am extremely dissatisfied with the Chipotle locations in Portland, South Portland, and Westbrook, Maine. As a frequent customer, I have repeatedly encountered substandard conditions and service that reflect poorly on the brand.

Firstly, the cleanliness is appalling. Tables are perpetually dirty, and the overall environment feels neglected. This is not an isolated incident; it's the norm every time I visit any of these locations.

The staff consistently display unfriendly and unhelpful behavior. Their lack of courtesy and professionalism is unacceptable and makes for an unpleasant dining experience.

On a recent visit, I paid for a fountain drink only to find almost all the options were empty, leaving just one choice available. This is not the first time I have encountered this issue. Beverage stations are often in similarly poor condition, with empty, sticky containers that are gross and unappealing.

Today was the final straw. I ordered a veggie burrito bowl online, as I am a vegetarian, only to discover it contained meat. This is absolutely unacceptable and raises serious concerns about cross-contamination and the attention to detail of the employees. There is a severe lack of care and quality control in these kitchens, which is incredibly disheartening and concerning for customers with dietary restrictions.

The current state of the Portland, South Portland, and Westbrook locations is far below the standard one would expect from a company like Chipotle. Please address these issues...