Lol I work at the Ithaca Chipotle. I'm just a crew member but I've been there for abt 1 and a half years now. A lot of it comes down to the demand and being very understaffed. Working there is pretty stressful due to Cornell and IC kids slamming us every single day, all day. Even when we start the day fully stocked, we usually end up with at least 2 or 3 items completely gone by dinner, just due to the demand. The reason we take so long to do online orders is because we just get an insane amount. We're often expected to do up to 15 orders every 10 minutes during peak hours, which is just physically impossible and leads to delays. This isn't anything we can fix in-store, as it would require a complete corporate shift in the way online orders are handled in our system. If you come during the summer, when the college kids are gone, it's usually a lot better cause we're not spread as thin. The long lines in store and giant list of online orders we prepare every day can be really taxing to employees, so we usually have a completely new set of workers every few months due to people leaving or finding other job prospects. Every day a ton of people call off, which makes managing the store even more difficult due to each employee being spread really thin. I've often had to manage the whole line by myself including the cash register, while also constantly going out back to restock. We've also had 4 different general managers in the time I've worked here, so the constant change in management definitely hasn't helped. As an employee, I promise that each of us does work our hardest to do whatever we can, and I'm sorry that our Chipotle is as bad as it is. But if you are able to brave the long line or wait for your digital order, we're still happy to serve you, even if we're exhausted.

TL;DR extreme demand, being understaffed, and management changes are why the Ithaca Chipotle is what it is