Chipotle Mexican Grill — Restaurant in Wilmington

Worst customer service I have ever experienced. Roughly 25 minutes for all of this to occur. The manager (name is Jordan) followed me out of the store to curse at me after these things occurred: 1. They were out of chicken, myself and 3 others had to wait 5+ minutes for chicken 2. They sold me a large cup of queso only for them to realize they didn't have queso 3. The burrito was flipped like a quesadilla, not wrapped 4. I asked for a full refund, they went and got the manager who said nothing to me and handed me my receipt.

At this point, out of the 4 people I had interacted with, only the cashier was nice and/or apologized (thank you, young lady), I asked the manager to at least apologize for the complete waste of time they had caused due to their own ineptitude and he (Manager - Jordan) told me I should go to there other location. I told him, respectfully, that's very poor customer service and is rude. [The customer next to me told me to file a complaint with the corporate office because this situation was insane, which I am doing.] I leave the store, then the manager precedes to sneak out the back door and curse at me. I turn back and ask him what he said and he went back into the store through the employee entrance, the fourth interaction I had was with a young lady whom was standing at the door of the back employee entrance who proceeded to berate and yell at me, even though I was simply trying to talk [calmly] to the manager who had just cursed me out after providing the worst possible customer service imaginable.

Chipotle, you need to fire 3 of the 4 people who were in this ridiculous altercation of berating and verbally assaulting one of your customers. Please review the security footage.

I will never return to this location and I will avoid Chipotle's if I can find another alternative...

As a former manager of Chipotle it hurt me to witness how throughput was handled. I came in about 2 weeks ago during the evening rush and I see there was one person on the entire line. The manager was helping everyone else and there was no crew that was willing to help the line person. The line was wrapped around the building and there was no sense of awareness of what was going on. There were other customers that were looking in disbelief because there was not one crew member that felt the need to hop on the line to assist the line worker to the point where I saw at least 5 customers left. I understand being short staffed but the arrangement of staff should have been assessed. There should have been no way during this time should takeout just stand in the corner and wait on orders as the main priority is to take customers that are in front of you. There should have been no way for the manager to fry chips when there was still a good amount stocked with both big and little bags. There should have been no way that the cashier is just waiting and watching the line worker suffer she should have washed her hands, and hopped on tortilla to get things moving and return to register once there were orders to cash out. I have never waited in a line where only 5 couples or families were in front of me and had to wait 50 minutes to even get my order started. I really challenge you all to find better use of your staff roles because the culture of what I know Chipotle to be was not present on my visit. In addition, please remind your staff that chewing gum is not okay on the line or anywhere where there is food around especially if they aren't...

I was over charged on both a burrito and burrito bowl. Called the store and spoke with "management" (to be fair, it was a few days afterwards when I was reviewing my receipts. However, I still had the number of transaction, etc. to provide to them) and was told it would be followed up on, (they would check the video fotage, look up my info I gave them, etc, and that I would be called back.) I said that would be fine and gave her my contact info However, nothing was followed up on!!! It is Very upsetting to be charged Double Meat on TWO meals especially after having to wait initially for 5 minutes for white rice to be put on the line (there was no line when we walked in, which, at first, we were excited about because how often does that happen at chiptole, right?!) But then it continues: I was told they did not have barbacoa meat available on the line for me (although I told her I was willing to wait for it to become available as it is what I Always get, it's my favorite: she insisted they "do not have it" meanwhile the guy was cutting it behind her).... to find out that I was actually OVERcharged by 7$ for the experience, and for management to be so laxidasicle is very upsetting to me. As a member of the Wilmington community, I will not be giving This location my business again. In fact, it has caused me to rethink my patronage at any chipotle anytime soon, which is sad considering I have previously been so dedicated to the business I used to work at one during college. I hope this location gets it together and no one else is robbed in the future....