Chipotle Mexican Grill review: Order accuracy and service

I’ve been going to the Chipotle at Midtown in Tuscaloosa, AL for over 10 years — hundreds of visits. I’ve also traveled across the U.S. and eaten at many other Chipotle locations, and I can confidently say this is consistently the worst one I’ve ever experienced.

The issues are widespread and persistent:
• Unfriendly, disengaged staff who show little interest in helping customers.
• Frequent order mistakes, both in-store and through pickup.
• Customer support (Pepper Chat) has now told me I can no longer be compensated because there have been “too many issues” — which says more about their consistency in messing up than it does about me.

Most recently, they put two completely wrong burrito bowls — for other customers — in my bag instead of my actual, customized premium order. Even with clear evidence (receipts, labels, photos), Chipotle refused to fix the issue and offered only dismissive, copy-paste responses.

After so many years of loyalty, it’s incredibly disappointing to see how far this location has declined. It’s in urgent need of management changes, staff training, and a quality control overhaul. If you care about accurate orders or basic customer service, I recommend avoiding this location.