Chipotle Mexican Grill — Restaurant in Woodbury

I ordered an online order 8/16/19 at 6:45 pm with pick up time of 7:15pm in Woodbury, MN. I ordered 3 tacos for my boyfriend, 3 tacos for myself, and my son a kids meal. My boyfriend and our son went inside the store to get it and it was not ready. After waiting 15 more minutes for the food to be ready he asked for 2 vinegarette dressings for our meals and a fresh salsa side for my sons chips. They were out out of dressing and had to make it so that took a few more minutes. The lady brought back 1 dressing. He asked, can I get another I asked for 2? She said no, you only get 1 per entree. He said I have 3 meals here. She asked if any of them are a salad. He said no, but we use it on our tacos. She said it is store policy to give for only salads. She refused to give him another. We have eaten here plenty of times and never have been refused by anyone to give us dressing before. He then said I want to speak with your manager. She said I am the manager and if you would have asked nicely I would have gotten you another. Which he did ask nice initially. He took her name down, her name was Kayla. We got home and I noticed the lettuce not on my tacos and my son's chips and chocolate milk were missing. I called the location at 7:45 pm to speak with the manager. Kayla answered when I called and said she is the manager. I told her about the missing items and she put me on hold for about 3 minutes. She gave me an excuse that they were out of chocolate milk and forgot to ask what we wanted instead. I then questioned her about who her manager is or who the district manager is and she could not give me that information. Then someone all of a sudden got on the phone as well. She stated she was the general manager, her name is Quinn. I said I can barley hear you, do you have me on speaker? She said sorry it is noisy in here and said is that better. She must of taken me off speaker because I could hear so much better without all the background noise now. I told Quinn about the unfortunate situation we experienced, she apologized, and offered to comp the meals for next time. I declined because I didn't want to go back to this location and would like it mailed to me. Quinn said I would have to call corporate to get anything mailed to me. I questioned her about the dressing policy and she stated she had not heard of the policy Kayla told my boyfriend about. I asked why was she not brought to the checkout when my boyfriend asked to speak with the manager. Quinn told me that sometimes when a manager is busy that the other employees will say that. That seems really concerning for that to happen for a company, especially when an employee (Kayla) has no professionalism. My boyfriend was so upset when he got in the car from the restaurant, as well as my son who witnessed it all. I cannot believe the miscommunication between the employees, not knowing policies or who the manager really is. I feel like we were lied to about who is the manager and making up policies. It is very confusing. I am very dissapointed about this and do frequently order Chipotle, with family, friends, and co-workers. I will definatley not forget this experience and will share with others. I hope in the future nothing happens like this again and that actions are taken with Kayla and that she can be educated on what it is meant to work in the...

My name is Greg and my experience, tonight, can be corroborated by the in-store cameras (audio & visual, if applicable). I am writing a review because this is, at the very least, my third or fourth experience of waiting extended periods of time, due to similar situations, for my food. Normally as a consumer, I would not be a patron to your establishment anymore. However, my wife thinks your food is worth it and that made this terrible experience worth it.

I placed a paid in full online order at about 5:58p for a 6:30p pick up. I believe I arrived at the store between 6:25p and 6.30p, I checked the shelves and my order was not ready yet. The in-store line was long and several customers were being assisted. I saw a young man (employee) going back and forth stocking the food shelf with online orders. After about 10-15 minutes passed, I continued checking for my order and started noticing the times on the new orders were after I placed my order.

I asked the young man if he could check my online order status and he said, "no, but she can" and pointed to the young woman (employee) working the cash register (the two were positioned adjacent to one another). I waited for several more customers to be served before cutting in line and asking if she could check the status of my online order. I even apologized for cutting in line and explained that nobody was helping me with my situation. I gave her my name, she printed a slip, asked another young man (employee) to make the food, and she went back to assisting the line of customers. She said nothing else to me.

I watched the young man make a burrito and burrito bowl. I waited about 10-15 more minutes as I watched several more online orders be filled and at least 5-10 customers being helped ahead of me. I was not acknowledged or communicated to and I slowly inched my way closer to the cash register employee. Another customer asked if that was my food that's been waiting on the counter. I said I think so, but nobody has said anything to me. I asked him if he minded me cutting in line and he agreed.

I directly asked the young woman employee for my food. I followed up by saying that I have been waiting here for 30 minutes and said that not one of you has even acknowledged my presence or situation. "30 minutes"... i said again. The young woman grabbed my food, bagged it up, and apologized. I was so thankful that I finally received my food, I gave $20 to the customer who let me in front of him and said please use this to pay for your meal. Then I left the store.

My observations were that all of the employees appeared unwilling to help me. In addition to them not handling my situation, there were no critical thinking or problem solving skills to fulfilling my order. I wonder how much longer I would have waited if I did not approach the counter twice.

P.S. My wife's order was incorrect and missing the tomatoes (see photo attachment).

Final Verdict: I'm not sure Dr. Phil could save this establishment. If you utilize this Chipotle's store, expect to be let...

I understand that the circumstances of COVID-19 make running a business more difficult, but I don’t think it needs to affect the level of care you show to your customers. Employees and Manager were uncommunicative, which really makes for a confusing experience for customers. I ordered via Door Dash, but didn’t get the entire order in the delivery, so I had to drive to the location. Everyone was locked out of the building, standing on the sidewalk, and the door only opened when an employee peaked out to yell out someone’s name, then go back inside. I stopped her the next time she popped her head out and said I had a Door Dash order that hadn’t been correct. She said I could come in, and then she got the manager, who offered to make the order for me, but no apologies were made for their mistake. I waited for half an hour before I overheard the employees talking about a lack of rice. No one directly addressed me to tell me my order couldn’t be fulfilled as it was ordered, or to ask me if I’d like them to make it without the rice. Half. An. Hour. No communication. I asked the cashier (who was yelling at another employee to tell the people outside that there was no rice) if she meant there was no rice ready or there was no rice to be made, and she and 2 other employees just stared at me. Literally, no answer. Then I overheard them saying it’d take about an hour to cook the rice. None of this was communicated to me, who had been waiting for half an hour already in the store for an order that had been placed an hour and a half earlier. I asked the girl at the head of the line if she’d go ahead and make the order without the rice, which she did, and put in front of the cashier, telling her it was my order. The cashier didn’t hear her and continued cleaning. Finally, another line employee noticed that the order was ready and I was standing at the register, and asked me if it was mine. I left the store behind one of the cooks going on a smoke break, with no apologies and no offers or hope of better service later. This location was so poorly managed and most of the employees (not all!) couldn’t care less about...