Chipotle Mexican Grill — Restaurant in Ottawa

I hate giving bad reviews, but this is very deserving of constructive criticism in the hope that positive change would be implemented.

I love Chipotle ... it's been a family favorite of ours for years, and a destination restaurant whenever we're in Toronto. So we were excited when it opened in Ottawa, and we've ordered take-out from there several times so far, but I decided to only write a review once I've gone in and saw it in person.

Chipotle is known for their delicious food and no one makes grilled chicken better, with that bit of a burnt crust, which elevates the flavor to a higher level. That being said, this location is for some reason very stingy with protein portions, and in a very obvious way. Also, as you can see from the pictures, the food counter doesn't look clean, and that's a horrible thing in the restaurant business, because people look at the front counter as an example of what they can't see in the hidden parts of the kitchen at the back.

The atmosphere is great, they have a wonderful new structure, with patio and drive-thru. It is spacious, modern and comfortable. It also looks trendy and has plenty of seating space and options. Excellent decor and choice of colors, layout, furniture, etc.

The service is however one of the worst we've ever had. I took a picture of a staffing poster they have, and it looks like the Chipotle corporate office has put together a great hiring and retention program, but for some reason that didn't translate to excellent staff at this location. The ones we interacted with are missing the basics of customer service, which is basically a smile and some humility.

I gave this restaurant full stars for atmosphere, but unfortunately they fail to deliver on quality/clean food and great customer service. It's like management invested all their energy in building a beautiful structure, but had none remaining to properly operate the place.

We are definitely taking our business elsewhere, but feel a sense of disappointment because Ottawa deserves a great Chipotle like the one we frequent in Toronto or the one I visited in Dubai. I even purchased some of their promo merchandise in Dubai, which I now feel ashamed to use publicly after visiting the...

Let me preface this review with I’ve never been to Chipotle before yesterday. I always wanted to go on my trips to the States but never got around to it. So when I heard they started dropping a couple location in Ottawa I was like alright I need to check one out. I had a general idea of the menu – fresh ingredients, small Mexican inspired menu. The menu is pretty straight forward – order burrito/taco/etc and choose your protein. My complaint here would be the kids menu – it doesn’t describe what’s included – just “Quesidilla” or “Taco” and prices. So I got one for each of my kids basically you get the item with chips, and a small drink. The kids tacos was so sad….they give you 2 tortillas and on the tray is 3 small compartments. You get to ‘choose’ what toppings you want for those compartments but it’s basically all they have available is grated cheese, beans, and the protein. I don’t mean to be harsh but it’s just that the food presentation on the counter looks depressing. I can literally see how dry all of the meats are. The grilled veggies look like they’ve been sitting there all day. Me and my wife ordered burritos. I suppose Chipotle’s concept is they want to keep it as healthy and minimalist as possible. All in all is I’ve been to the other burrito chains in Ottawa for a long while. I would easily go to anywhere else over Chipotle. I felt frankly robbed at a $45 bill for my wife and 2 kids considering the sad portions and display of food. I would never go back here – I would go to Mucho...

I used to go here often, and I was very excited that Chipotle has a location here in Kanata. But not so much anymore.

When my partner and I arrived at this location, there was a long lineup. We waited patiently until it was our turn, and we ordered two bowls. Both of us ordered steak, but they said they ran out and asked us to wait 5 mins as they need time to make a new batch. We waited at least 15 mins until the steak was ready. Finally, once we got our steak, my partner asked for extra cilantro, but said they are not allowed to add cilantro in the bowl due to cilantro not being included on the menu. They said there is already cilantro in the mild salsa and that there is no need to add extra cilantro into the bowl.

We have gone to the Rideau location recently, and the employees there have been graciously given us extra cilantro in the past for more than I can remember. Even though their location is always busy, they are always efficient, show great services, and are very accommodating. But then the polar opposite location in Kanata telling us they're not supposed to serve us cilantro, this rule is unheard of and completely new to us. The combination of the lack of services and the inconsistency (Rideau vs. Kanata) left me and my partner feeling unsatisfied with this location. I would rather walk to Rideau from Kanata than drive to...