Chipotle Mexican Grill — Restaurant in Whitehall

Went in just before 530pm on Sunday (We know they close at 6). Was immediately met with one of the workers saying "We are only doing online orders". We asked them to repeat as that the response threw us off. With the answer the same, we started to make an online order and tried to submit it. The online store would not process the order and we then decided to talk to the staff present. After asking why the site would not take our order, one worker (same as the one who first interacted with us upon arrival), said, oh we stop taking online orders 20 min before closing. Note, we finished our order online prior to 540pm. So now, annoyed with two separate answers from the same person, we asked why they weren't doing walk in orders. Her answer was that they were short staffed ( 3 workers on the line, 1 on the register and 1 in the back with food, 5 total that we could see). Having been into Chipotle's before, this amount of staff is more than we have seen in some other stores and they are fully serving all forms of orders.

Only after asking for the manager, did the same lady offer to make our walk in order after the 2 remaining online ones. Now you want to make our order after telling us inappropriate information twice. We again asked for the manager, and the lady told us her name. We asked if she was the manager, and she said no. So then we asked again and she said the manager wasn't in, so for the last time we asked for a name and she gave us one. We then asked for customer service number and she said she was not able to get that. Both my wife and I have been in the fast food business before earlier in our lives, and know that you are eager to get out towards the end of your shift, but you are also in the customer service business where part of your position is to fulfill walk in orders. I assume this lady was the shift lead(as the others did not seem to want to talk to anyone), and they more than likely had a really busy day and we're trying to make their close easier....but this was not the way to do it. Note, we were not the only customers that came in after 540pm, there was a couple, a group of three and a solo order, all left the store after being told about online orders only (which I feel was their intent). Extremely dissatisfied with how this store handled customer service, and only wanted to serve us after we stated our frustration.

Note, we ended up going to another Chipotle after this location, had a great meal and eating experience, and that store had 6 workers total with a line to the door the whole time we were there and not once did they state short staff or switch to online...

Worst experience I have ever had at a restaurant. Hours showed 10:45 opening.. Came in at 10:50 stood there no one acknowledged us at all. After few minutes someone came to take order. They were out of everything. Had no rice, fajitas veggies or the honey chipotle dressing. So the person with me decided to not even order anything after hearing almost everything I asked for they didn’t have. Stood there waiting to check out as they started taking another persons order and telling that person everything they didn’t have. Still waiting was never ever told there will be a wait. Just stood in front of my food ready to pay. Literally nothing was communicated to us at all, if someone was pleasant or apologetic or anything I would of been totally fine waiting but the tone and how rude was insane. We were paying customers.. if they would of said it’ll be a few minutes to check out or anything. I was totally confused as to what was going on. I ordered. Had my food there but no one was at register or telling me why I was waiting. They didn’t have the cash register ready? Someone came and put a drawer in it. Wasn’t paying cash was using a card. After all the time I decided not to get a drink or even eat inside there. Wanted to get out of there asap. Also zero forks were set out I was forced to ask for one. They basically throw a fork on the countertop. It was the worst customer service I ever saw. It was appalling. They all looked miserable and rude and didn’t inform or say anything. It was so odd. Will never go back there again. So disappointing. Not a true chipotle. Me and the other customer looked at each other on the way out shocked. She was more outspoken about it then I was. If I could give negative...

I arrived at 4:41, was asked for my order at 4:59. A near 20 minute line to serve the 8 people in front of me. This slow down was due to the inefficiencies of one person to both build the custome orders and to conduct the transaction. Mobile orders were not touched the entire time in line, I watched the queue on the monitors stack up. There were multiple staff members in the back "prepping" ingredients, but no hustle. Do I think all employees need to smile? NO. I hated smiling all day working retail, but the energy on this crew is a serious problem. The portion control is horrendous. The cheese is a "go by feel" of just a handful, which is not enough. The meat portions were way too small by the crew member who processed my order.

I'm comparing this 3rd experience to my 2 recent experiences in the past 2 months. 1st was a delivery order in Minneapolis Minnesota, center city in mid October. Phenomenal portions. Second experience was a Chipotle near times square last week, that location had fantastic customer service, portion control, and speed. I gambled this third experience before an appointment at Warby Parker, I would not recommend this location. Having one employee to process all orders, is completely inefficient. There was a change out of the one employee servicing customers by the time the person in front of me was served, they were not changing gloves. That had me concerned on food safety after processing transactions, and she was not as consistent as the previous woman was with portion sizing. Watching two staff members in the inconsistencies, and the inconsistencies between this location and my previous two experiences, this location has opportunities for improvement that management...