Heads up -- my experience is based on a one time event during a 9 hour road trip. Review -- 3/5 The line moved quickly which is always a plus BUT the rice was uncooked, I received rather small portions and this location was out of fajitas. The cashier made up for it by giving us something of equal (and maybe greater) value. So I'd say the customer service is good! read more

I was really craving chipotle til I take a bite out of my bowl and I felt a piece of something so I take it out and it's plastic. The chicken was also not cooked all the way. I am very disappointed in you Chipotle. read more

These people suck at their job and should be fired i placed an online order and had to wait over 30 minutes just for them to get the order completely wrong the whole staff should be terminated. read more

Went in to grab a bowl, two employees literally stood in front of me and ignored me, as one complained to her coworker. Service could definitely be improved. I basically left without ordering. There's hundreds of food places right up and down the street. read more

Close this down. It would be best to close this whole place down and just open a new one with people that actually care about food quality and making sure orders are correct. If customers are ordering from the app it should be no different than ordering directly for the restaurant. NYC and LA have busier locations and they manage to remember how to season their recipes and make sure the flavor is consistent. Perhaps they don't have proper kitchen management or a decent GM, AGM or lead. Perhaps the staff is allowed to do the bare minimum and aren't paid enough to care about any of the food they serve. I've given the spot three chances. After the third it is up to me to make sure to never order from them again. The last straw is being charged for double the protein ordered, which was missing. I was going to share this with a friend. The guacamole that I PAID for was missing. The portions were abismal and four leaves of lettuce is not a proper serving. Beans, which barely cost on their food cost were not given. Rice was outside the container, that seems "sanitary". Perhaps Chipotle could also improve their bot mediocre "customer support" because giving a "free entree" is not good customer service for completely missing the mark of what was ordered. A refund is the proper response. It's like the person that designed it did it with the purpose to frustrate the customer to the point of giving up. Hence this review. This is the last time I will ever order from this "company". I will make sure to always discourage anyone from ordering from this company if the occasion arises. 1- work on fixing the issues. A Bandaid does not fix the hemorrhage this company clearly has. 2- stop robbing customers. If you are having issues with your bottom line and not paying your investors close the locations that are causing you to be on the red. Like this one. 3- whoever is managing your CS should be having an internal audit. They are clearly missing their KPI and do not how to communicate with people. AI could do a better job. I hope you read this, I doubt it. read more

Chipotle Mexican Grill - What I received... - Mexican Near Me - Wilkes Barre, Pennsylvania

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costumer service was horrible lady with tattoos caught a attitude when I asked for extra rice. I couple of counted on 1 hand how many prices of steak I had it was horrible. my bowl looked sorry as shit looked like a lettuce and cheese bowl. DONT COME HERE!!!!! read more

Chipotle Mexican Grill - Mexican Near Me - Wilkes Barre, Pennsylvania

Ive never had a good or consistent meal here. Employees nearly nodding off and have zero consistency in their portions. Today was the last time. Waited and watched as the employees made their own food. Never acknowledged us so we left and went to Moes. Just can't do it again, absolutely a disappointment every single time. read more

Very clean and nice employees and food was fresh !!Ive been to a lot of these restaurants and the service and place was disgusting unlike this one on Mundy street read more

ordered for our staff meeting and several of our orders were wrong. every time I try to give this location a chance they mess it up. I am diabetic and cannot have flour tortillas, I ordered the corn tortillas but that is not what I got. several of the other orders were missing items as well or got the wrong type of shell. read more

Don't get me wrong foods good. but they take FOREVER. service is terrible, no one is nice. placed a mobile order for 9:20, didn't get it till 9:40 after asking 5 TIMES where it was because it said it was ready and i saw it sitting there for a while all wrapped up just needing to be put in a bag. no one was there either. FIX THIS!!! read more

I really enjoy Chipotle, but the one in Wilkes-Barre is ABSOLUTELY HORRIBLE when it comes to food consistency, service consistency, food availability, and employee behavior. They never have steak, the original steak is my favorite and the past five times I've been there. They have not had it. The last time I went there they had only two types of protein and we're not refilling any protein for the rest of the day. Sometimes my order is $20, sometimes $29, always the same order. Without too much detail the employees should watch what they're saying in front of the customers and also try try to keep their conversations a little more appropriate in front of kids. It is always dirty in there, tables, never cleaned, trash, overflowing, and half of the soda machine or lemonades don't work and/or they are out of ice. Every time I go, I keep thinking that it will be a little more consistent like they used to be but I am always disappointed. Today I just ended up walking out because they didn't even have any type of steak. read more

Worst burrito of my life. Portions were terrible and the customer service was terrible.

Apparently there's certain things you can only order online. My client wanted a cheese quesadilla and an adult size and the only way he could get one is if we ordered it online. Therefore we were not able to get him the quesadilla :-( That's ridiculous so people with disabilities and people that are elderly that don't know how to work cell phones or people that don't have a cell phone cannot order certain foods at the register. read more

I'm curious does the corporate office never looks at the reviews for this location this place needs shut down for a full re staff to have properly trained employees , there were probably 6 people working but the majority of them were moving at a snails pace in the back doing nothing I felt bad for the bigger gentleman working the line because he making everyone's orders and cashing them out while his fellow employees just stood around in the back mingling while there were 5+ people in line . Legit fire everyone in there except the man working the line and the woman working the online orders 9/4/21 7:08pm read more

This chipotle is awful. One of the worst in the country. Seriously. Take your average chipotle burrito experience and then set it on fire, then while it smolders, run over it with a dump truck. Now your expectations are reasonably adjusted. It's a shame, because Chipotle is a solid quick dining option in a lot of places. Here? The steak will be cooked to death and sitting in the warmer for hours, every single time. They don't seem to be aware of the company's policies on... well... anything. read more

sincerely I was robbed by the workers my burrito was the size of a granola bar when I asked for more the dude said hmm I'm not sure chipotle is ruined for me forever read more

Asked for , paid for , but never received my complete order. Didnt even get a receipt. Employee at the register just didn't seem to care,

Although our food was good, the place was very dirty! Every table was dirty and there was food on the floor. The first employee didn't even greet us and didn't seem to happy to be there. The second girl was very nice and answered our questions. I asked if they could clean a table for us to be able to sit down and eat, she did clean our table but left all of the other tables dirty. I also noticed one of the employees was standing around texting in his phone. I feel that this place is poorly managed. read more

Porportions are so bad how df i get two piece of chicken and gotta pay extra for more

Awful experience. Only meat they had was pork. Was told I can't have chips because the online orders already paid for all of them. Sat down at the table placed a online order for just chips and got them for my meal. The whole experience was distasteful and very rude staff. Go to Moes down the road. read more

Visiting home from MD I brought my family to experience the yum that is Chipotle. I was ecstatic to discover WB finally joined the real food world and got one. Then even more ecstatic to find people haven't hyped up to the place like they do in our area. There was no line out the door, no wait, the crew was so efficient you were in and out. Everyone is missing out. As a Chipotle frequent flyer, this location is wonderful. They keep the ingredients well stocked, everything looked super fresh, and they gave large portions. I usually get a bowl because you get more than a burrito but here I got even more than my average bowl. It was overflowing. The staff was friendly, and still optimistically patient about walking people through the concept. read more

Chipotle is fine, but nothing special or great. It's a last resort when nothing else is opened. Why are the chips ALWAYS stale??! Seriously, always. Why even charge for them? Sometimes the guacamole is pretty smooth and other times it's just diced up avocado. It's never seasoned well. I usually get a build your own bowl and I have to watch ever bite bc there is usually a piece of a veggie you don't want to eat. Like the top of a tomato or stems from other veggies. My boyfriend usually gets a burrito and sometimes they have to use two burrito shells to wrap it bc it wasn't put together quite right. That makes is a mess and nearly impossibly to eat without a fork and knife. The stale chip thing is seriously the worst though. We don't even know what their chips would be like if they weren't stale. read more

Chipotle Mexican Grill - Build you own bowl - Mexican Near Me - Wilkes Barre, Pennsylvania

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Having been a customer of chipotle in other areas in other states I was very disappointed in this experience. Not as many selections and from what they did have there they were out of. Went at 3 o'clock in the afternoon might try it again closer to dinner time to see if there is fresh food but at 3 o'clock you will not get fresh food and you will not get a full variety or assortment of food or drink! read more

They charged me 3$ for a small spoonful of guacamole... bringing by steak bowl to $18!! That is ridiculous and I won't be coming back anytime soon. I can get a full blown Mexican feast around the corner for that much money and they give you free salsa! Very disappointing. read more

Don't walk...RUN in the other direction. Simple online burrito bowl order. Almost every ingredient was wrong. It had to be someone else's order. Getting help to resolve the issue was frustrating and time consuming. Unable to reach the business by phone to discuss the issue. The phone IVR system literally prevents you from discussing a problem with a team member at the business. (That in itself should tell you something). Had to be done via the website and then was handled by a bot rather than a person and the bot didn't resolve to my satisfaction. Had to start all over and tell the bot I needed to speak to an actual person. Finally resolved after wasting 45 minutes of my time and not having a lunch at work. Last time for Chipotle. There are other options in the immediate vicinity. Bubbakoos, Moe's, La Tolteca... read more

Let's get the staff some training for customer service. They don't take a second to understand they are serving people food. I've been to this location a number of times and it's rare to receive the order as requested. They are notorious for being late with mobile orders and sometimes you don't receive everything so you have to either spend 5 minutes waiting or forfeit parts of your order. read more

What happened to the quality and service at Chipotle? This used to be my favorite place to eat. It was like I entered the twilight zone. I walked out before I even ordered. read more

How do you mess up someone's order that bad I asked for Pollo Asado I get Steak and I ask for tomato red they give me tomato green I ask for Steak they give me Carnitas. what the hell!!!!!!!!! this place really needs some new staff. or something needs to be done I rely on places that offer quick food with actually good service and chipotle has always been on that list now I'm seriously considering taking it off. read more

This is probably one of the worst establishments in Wilkes Barre. The servers are rude, the food is 'mid', & the place is dirty.

wow ! I mobile ordered since it was close to closing . I got a kids meal with chicken , rice , lettuce and two taco shells , a drink , and an extra side of chips and guac . and they utterly f-ed up every single aspect except the damn drink cup ! they gave me broken taco shells , the wrong type of chicken , stale ass chips , dry as hell rice , AND forgot my guac and lettuce ! and when my boyfriend went to get a refund , they told us to go online ! my ENTIRE order was wrecked and all I got in exchange was NO refund and just a free kids meal coupon + a free guac coupon . And you can't even use the two coupons in the same order ... absolutely DO NOT RECOMMEND ! they all seemed high or something , all on their phones or talking to each other . I will say we went half an hour before closing so I'm not too pissed about them being out of stuff but seriously ? Literally the only aspect I enjoyed was my Dr Pepper that we filled the cup ourselves ! Incompetent . read more

This place is so dirty, unorganized, they definitely don't listen to the order and the bathroom is filthy and dangerous!!! read more

Chipotle Mexican Grill - Mexican Near Me - Wilkes Barre, Pennsylvania

Worst Chipotle I've gone too. Not trust worthy to place a call in order for pick up (they will forget your queso/guacamole) and not take off the added price. Ordering at the establishment is a nightmare too. Too many workers and too little work being done. Customer service is awful. Management clearly lacks responsibility in upholding the great Chipotle reputation. I'd say you're better off going to five guys next door. read more

Please chipotle you have ruined my burrito. I'm 65 years young...my mind is racing in anger. One bite and those slippery little beans fell over my lap and teenagers laughed at me! Oh no oh no oh no my burrito is in my shoe. Chipotle you have disappointed me for the last time I can never set foot in your establishment without fear of being mocked by teenagers! My grandson and his girlfriend laughed at me and said "hey grandpa your beans are on your pants!" read more

Chipotle Mexican Grill - Mexican Near Me - Wilkes Barre, Pennsylvania

Of course the food was good, it's chipotle. But the service, just horrible. Went in around 7:15 which is the dinner rush, so I was expecting to be there for a bit. What I wasn't expecting was there to be 8 people "working" while 18-20 people waited in line. One of the workers was on break and decided to have a conversation with a patron all while not wearing a mask. Another worker was in the back visibly texting and ignoring the work that needed to be done. Only one person was on the line making the orders up but would occasionally ignore the patrons to talk with his co workers. Another worker at the register doing her best and visibly annoyed at her coworkers. And the other three workers were either cooking or gathering food for the line. Very dissatisfied with the service and will think twice before returning. read more

Worst Chipotle I've ever experienced. There were at least seven people "working" yet there was a line out the door and the place was FILTHY. Food and trash all over the floors, tables and counters and the trashcans were overflowing. The staff was standing around and talking and goofing off while the customers continued to wait in line. There were 2-3 people serving customers, and they were out of rice, beans, etc. with a 30-45 minute wait. Imagine waiting in line for 25 minutes only to have nothing you want available when you're finally served. One woman was working at the stove and, when questioned by the staff about how long beans would take, she made a throat-slitting gesture. The woman at the counter said, "That's how long it'll take." The customers were united in their irritation. I certainly won't be back. read more

Gross Gross Gross So expensive and the food is horrible Go to a real Mexican restaurant not this chain food place

I haven't gotten chipotle in a while so I figured why not? Service was decent. The girl that made my food was friendly. Cheaper than NY, which is nice. The grilled veggies were gross, could've done without them. They were soggy? I think. Just not good. Everything else was fine. read more

Chipotle Mexican Grill - Chicken bowl with Guac - Mexican Near Me - Wilkes Barre, Pennsylvania

I'm giving it a good star rating because right now, low staff is ruining every business, but this is the second location I've been to where this has happened: I dont even mind that the tables are never clean. Ever. I can eat in the car. I take it home most of the time anyway... but please. Please. Take half a minute to grab a towel and clean off the counter where they put the food together. Last time, I asked the man to please change the foil around my tacos because some of whatever was on the table got on it with my tacos. He just brushed it off. Eww. This time, I had sour cream on the outside of my foil. It got on my hand. It grosses me out to the point where I won't eat it... the counter is a mess 80% of the time and in a world where illness is spreading like wildfire, being dirty is the last place you want to be. read more

Ordered 2 Sofrita bowls and asked for fajita veggies and was told they were out of fajita veggies, completely not there were just none cooked at this time. Then to top it off I got guacamole and also asked for lettuce. When I got home no lettuce. This Chipotle sucks, besides the fact that the apparent manager was standing by the register completely not helping the one guy working the line. The management of this location in particular is abysmal, whoever oversees this area should be moved to a different position, preferably not in charge of anything! read more

Gave me the stalest chips and only half scoops on everything. So pissed. What a waste.