Chipotle Mexican Grill — Restaurant in Worcester

If I could give, this store specifically, ZERO stars, I would. I’ve worked at Chipotle and I’ve worked at DoorDash and I know that when an order comes in, and they don’t have something. They need to tell the DoorDash driver. From there the DoorDash driver should call me and let ME decide if I still want to continue on with the order or not. I’ve have problems at this specific store time and time again, but this was my final straw, and it’s very clear to me that most of the people there could not care any less about the customers or their jobs even. I ordered $40 worth of food directly from the app just to get completely screwed over. One of the meals I had paid extra for had Barbacoa, Carne Asada, brown rice, black beans, lettuce, mild salsa, corn, salsa, and spicy salsa. What I got was brown rice, black beans, and chicken. Nothing else. The other meal was missing stuff as well, but they ordered chicken so they got chicken. I also ordered chips and salsa and didn’t get the salsa. So the meal that I had delivered to my house was completely wrong, so I originally tried to get a refund on the app, but the app said they cannot help me and the automated service refused to transfer me to a representative. So I ended up driving to this location on Park Avenue.. I asked them for a refund and they told me that there is nothing that they could do.. and the only reason why they did it like that was because they ran out of everything that I had ordered. I’m assuming that they were just too lazy to make more. Like I had mentioned before I worked at chipotle, and they always have extras in the back. I realized that this location always tend to be “out” of everything towards the last four hours of the night. So I kind of put two into together. The girl that I spoke to was completely rude and told me that there’s nothing that she could do. There was another girl who asked her if we could just called her manager, which I really appreciated, but the first turned to her and told her that there’s nothing that the manager would be able to do. I explained to her that I’ve worked for DoorDash and Chipotle and I know what the protocol is for DoorDash. If a restaurant doesn’t have what the person ordered, they should be notified, So that the Dasher can call the customer and see if they still want it. They never do that. She told me that she was trained to make it anyways no matter what, even if it’s a completely different thing than what the customer ordered to begin with. So I wasted $40 for nothing with no help whatsoever. I suggest that if you’re ever craving chipotle in the Worcester area, do not go to Park Avenue, go to Shrewsbury. That chipotle is way better and they always have everything hot and ready to go. I normally don’t do bad reviews but this felt necessary because my whole night was messed up...

This place is gross. They made a mistake on my order. I contacted customer service and was given a code for a free meal. I went back and when I was waiting in line seen one worker cleaning without gloves on with a dirty dripping rag and another worker serving at the same time and noticed to rag touching the food and dripping into the food around it.

At this point I decided I do not want any food from there.

Then when it was my turn and I tried to tell them my order was incorrect and they both said they couldn't understand me. I then asked for someone who spoke English. The girl who said she was the manager then comes over asked what happened with the food. I told her it was incorrect I ordered a vegan bowl and they added sour cream and that's not vegan and I didn't order it with sour cream. I then gave the food back to her. She offered to remake the food for free.

I didn't say anything about what I noticed yet I just wanted a refund and to leave.

Then I explained I didn't want new food anymore and I just wanted a refund. She said I had to go online and couldn't give a refund without being written up. I explained I had already gone online and they gave me a free code and I explained I didn't want the food anymore because of what I seen the other workers doing. I told her that is unsanitary and they shouldn't be doing that. She said they are allowed to. Also she said they are not allowed to wear gloves when they clean.Then she gave me a card for the general or district manager and that only connects to a line to order food. I told her then she gave me the number for chipotle corporate that was online.

They are pretty much no help.I asked her name and was told she didn't have to give it to me and I guess that's true but they give absolutely horrible customer service. I told her I was contacting the board of health and I have. I'm sure what they are doing is not sanitary.Even if they're told they are allowed to be cleaning and changing food and serving food all at the same time.What I seen grossed me out to the point I would never eat there again. I'm sure others would feel the same. That's why I'm posting this. I ate there a couple days ago without an issue and am completely disgusted now after seeing this.

I then contacted corporate I did get a refund. They seemed to care less about the situation about the sanitation and that was my biggest concern. I also spoke with someone on the phone afterwards and they said they couldn't do anything without filling out a form and they wanted my name and information and I refused because there employees don't provide names so why should I have to give my information to file a complaint so they were also no help.

This location is horrible and chipotle has poor business...

I never leave reviews but this is just so frustrating. I’ve been to this location more than a handful times over the course of a couple of years (which I understand is on me, but I just thought that it can’t be this consistently bad every time I go). Each and every single time I go they’re “out” of the vinaigrette and at least 3 of the menu items (this most recent time it was sautéed veggies, two of the proteins). I understand once or twice - I really truly do - but consistently over that amount of time is a little hard to believe. Also, I know that every kind of store is short staffed at the moment, my own included, so I don’t mind the extra wait. But there was a line of about 5-6 people behind me and I saw three employees just standing there watching and talking to each other instead of assisting the one worker who was actually on the order line. When I mentioned that every time I’ve come to this location, they’re out of vinaigrette I was told “it’s because we’re short staffed and we have no one to make it” - again a little unbelievable when I see multiple staff just standing there doing little to nothing. Lastly, at checkout I asked for chips, and was promptly told “we’re out” but then I said I literally saw bags of them already prepared on a shelf behind them, they said “oh yeah, we only have large” and when I said I would take those, the employee reluctantly got them for me stomped to the shelf, grabbed the bag and flipped/waved around back and forth and frustratedly handed them to the cashier. This location is seriously lacking in a lot of areas - management, work ethic, and customer service - and I won’t be returning. I’ll drive the extra 20 minutes to the next closest location and the extra 20 minutes home which is a bummer because thats time I could be spending elsewhere. I hate to leave this review because I know how hard it is for restaurants especially right now. And for the restaurants that are actually doing all they can to keep their establishment running as smoothly as possible despite setbacks - I appreciate you. This location just doesn’t fit into that category. I really do hope to see improvements for future customers, I just won’t be...