🎙️ Voice is AI-generated. Inconsistencies may occur.
A viral video showing an argument between customers and a Chipotle employee over the wait time for an order sparked a debate among viewers.
Posted by TikTok user @ronitmcauley, the video was viewed more than 500,000 times as it showed two customers arguing over their orders with an employee.
"Went to chipotle after waiting for over 15 min IN STORE for my mobile order to be STARTED this happened," read the caption of @ronitmcauley's video.
In 2017, Chipotle announced the launch of "Smarter Pickup Times," which was meant to allow customers who order online to benefit from "shorter and more accurate pickup times."
This initiative also intended for its users to reserve a specific pickup time.
"The technology enhances all forms of digital ordering including web ordering as well as the company's ordering apps for iOS and Android," the release issued by Chipotle said. "'Smarter Pickup Times' also improves the company's ability to process more digital orders without disrupting service or throughput in its restaurants."
The video showed two customers standing in front of the counter to order as they began to argue with the employee.
At one point, one customer said he needed his food and that he's been waiting. The employee replied and said it was not her fault.
They continued to argue until another employee came out from the back of the restaurant to help fill the orders.
In the comments section, @ronitmcauley said she was yelled at by the same employee when she asked when she may be able to collect her own order.
She wrote to Newsweek that the chain needs better training and management, and what was featured in the video was just part of what happened that evening.
"They also need better customer service because when I tried to reach out, all I got in return was a [Buy One Get One] on their app," @ronitmcauley said. "That's why I posted this hoping to get their attention."
Viewers' opinions were split on the incident.
Some said that they no longer place their orders online in an effort to avoid any potential wait.
"They never have it on time," a viewer wrote. "And it's faster in the line anyway and you can see them making it which is better."
"I once went to Chipotle. A CROWD of mobile orders waiting," another viewer said. "[People] just walking in were served first for over 45 mins. Never gone back."
Others, however, defended the employees.
"I work at Chipotle and line orders come first because they're right in front of us," a viewer said. "And we are usually flooded in online orders."
"Working at chipotle isn't easy especially [because] there's only a few people once the orders start coming to the front people get p**sy about everything," another viewer commented.
Newsweek reached out to Chipotle for comment.
This is not the first time a disagreement between a customer and an employee has been captured on camera.
A video showed a customer yelling at an employee over whether she can use a coupon to get a free cookie. Another clip showed a customer who was ignored by an employee after she reportedly yelled at her.
One woman said she tried to buy a meal for an unhoused man from Popeyes but was turned away.
Updated 09/15/2022, 5:22 p.m. ET: This story has been updated with comments from TikToker @ronitmcauley.
About the writer
Catherine Ferris is a Newsweek reporter based in New York. Her focus is reporting for the U.S. Trends Team. She ... Read more