Chipotle Mexican Grill

Online/app order that was 40 minutes late. I asked if I could just cancel the order since there were a ton of people waiting for their online order and NO ONE in line. I was told I have to call customer support to cancel, I said never mind. Then one of the 4 people just standing around said so are we making it or did you cancel. I said obviously I didn’t cancel and was met with a scoff. Then I received the two attached photos. A chicken bowl with no chicken and a barbacoa with no barbacoa. Clearly they were not expecting me to double check the order before I left. I took this to the register and the employee said do you just want to cancel or can I remake it. I opted to have it remade, this employee was very helpful and friendly and apologized, agreeing that my original order was clearly made poorly. I always double check my order when leaving this specific location, sadly it’s the closest to me, because something is typically wrong.

I found a FINGER NAIL in my burrito. And not just any finger nail, but one that looks like it came from someone that has poor hygiene. At first I thought it was a piece of plastic, but nope definitely organic matter. I’m both livid and disgusted. I hope this is a wake up call to the owner to step in and crack down on what’s happening inside his/her establishment. Absolutely disgusting.

I'm sure there were a lot of moving variables as to why my experience was poor. However, it's clear it's not just any particular location, but the entire brand is suffering. You aren't reading this comment because of their business model, so let's dive into the food portion. I want to note of a chipotle branded food safety audit person was there during this, so maybe the team and manager was nervous. I ordered a burrito bowl, mostly because it's easier to eat, and I like dipping the chips. The first bag of chips I got were very stale, obviously from yesterday. Not just stale, but actually rubbery. So I brought up the bag of chips to be replaced, the manager told the food safety guy, and then I see the food safety auditor actually grab some chips from a pile in a pan, without gloves, eating over the chips. Like, man I get it you want to make sure they are stale, but slap a glove on and eat it off to the side, not where an entire restaurant of waiting people are watching you. Anyway, there was an absurd amount of sour cream, on my bowl, they did not have steak ready and no fajita veggies ready. Again, not sure what exactly was going on, or what their perspective was, but this is not the only time I have had a bad experience at Chipotle recently.

There is 6 people working and so far they have helped 3 people in the last 25 minutes. I would not recommend eating here if you have a lunch break because you can not eat and get back if there is a line of more than 4 people. This is not the first time this has happened where I have to walk out so I can make it back to work without ordering but the will be the last.

One of the employees there, a girl with glasses, possibly a manager? Was rude when I asked her if she could cut my burrito in half as they have done in the past and rudely told me “we don’t cut them we have plastic knives over there”, and then I seen her be rude to someone who wanted to know where to pick up their take-out order. I work in customer service and as someone who does, that rude behavior would never be acceptable at my place of employment and chipotle workers should not be any different. I will not be back there if the staff is allowed to be so rude to people.