Friday night I placed an order online for 2 orders - chicken bowl and chicken salad. Pick up time was scheduled for 7:15pm and I arrived in time. I walked straight to the register and a man asked if I had ordered online and asked for my name. After walking away for a minute, he returned and informed me his online ordering system was not working. He apologized and took my order from scratch. After 5-10 mins, the meal was ready and he apologized again. He told me the meal was in him tonight and he had me email my confirmation to the chipotle home office so they had my information. It was a little frustrating to have to wait, but he took ownership of the problem and paid for our meal. The food is good, but the line can be painfully long at times.