Chipotle Mexican Grill - Belton

The restaurant lacks proper management when it comes to handling busy periods, particularly when there are 10 or more orders in line. Customers waiting in the lobby can be left sitting for over 30 minutes while mobile order customers are pushed aside for walk-in patrons. When I inquired about cancelling my mobile order to join the line and reduce my already long wait of over 40 minutes, I was told that I could simply mention my mobile order name to move to the front. However, after standing in line for another 7-8 minutes, I was finally called up, only to find that my order was already being prepared. When I received my order, there was no apology or acknowledgment of my wait. How can a fast food restaurant operate so poorly? Having worked in the fast food industry during high school and college, I've never seen an average dinner rush wait longer than 3-4 minutes. This is simply unacceptable.

The restaurant lacks proper guidance when it comes to handling mobile orders, especially when there are ten orders in the queue. Customers are often left waiting in the lobby for up to 30 minutes while those who arrive in person are prioritized. I inquired whether I should break my mobile order in line to shorten the existing 40-minute wait, but I was told that if customers wish to go ahead, they just need to mention their mobile order name and they will be moved to the front. Afterward, they still have to wait an additional 7-8 minutes before their already-prepared order is called. When I finally received my order, there was no apology for the wait, nor any acknowledgment of the situation. This experience raises questions about how a fast-food restaurant can operate so inefficiently. Back in high school and college, I worked in fast food and never faced a dinner rush that took longer than 3-4 minutes for an order to be ready. This is unacceptable.