Chipotle Mexican Grill - New York

I always frequent this Chipotle location because it's close to my workplace, just a short two-block walk away. The downside is that the line is consistently long, with a wait time of 5 to 10 minutes unless you order online for pick-up. I typically order a chicken bowl to go, and the portions are generous. The service is quick, with your bowl ready in just a few minutes. The ingredients are fresh, and the guacamole is a standout, made just right. The chicken can sometimes be slightly overcooked, but still delicious. The only downside is the limited seating, as the restaurant is often crowded and difficult to find a good spot to sit.

I arrived at 11:48 am before the lunch rush. The staff informed me that they were only accepting online orders at that time and were not serving walk-in customers. They should have closed their doors. Additionally, the staff was unable to accommodate order substitutions. The restaurant often runs out of basic supplies such as forks and food.

I met up with my husband to have lunch here a few days ago. We wanted to grab something quick to eat. When it was my turn to order, I asked the staff member if I can try the brown rice. She gave me a little bit in a cup to try. The rice was cooked so I ordered 2 chicken bowls when brown rice. I think the service has improved since the last time I dined here. We both enjoyed our chicken bowls.

I really appreciate Chipotle for its fresh ingredients and made-to-order options, but I have some feedback on their customer service and portion sizes. While some of my colleagues love Chipotle, I have been hesitant to join the fan club. Paying $12 for a burrito bowl should not result in receiving a tiny portion. I recently noticed a significant difference between the bowl I ordered through the mobile app and the one I ordered in person for my colleague. Even though I did not request extra food, her bowl was much larger than mine. Consistency is key when it comes to customer satisfaction. The food tasted delicious, but I expect to receive the same amount of food for the same price, regardless of how I place my order. On a positive note, I appreciated how the staff handled a situation where a customer left their meal behind because an ingredient ran out. It's better to lose a customer than deal with a headache. I will return to Chipotle, but I will opt to order my next meal in person instead of through the app.

I ordered a burrito for online pickup and it was SOPPING wet. The burrito was small for Chipotle and the ingredients were so wet that the first layer of foil was dripping so an additional piece of foil had to be used. The tortilla was so soggy. Service wise my burrito was ready when it said it would be and the restaurant seemed clean and in decent shape.