Chipotle Mexican Grill — Restaurant in Surrey

I've been a regular at this location ever since it opened and I have to express my disappointment at how awful the service has been getting. I recently visited at two of the workers were in charge of making my bowl. As they moved the bowl down the counter, they were completely silent and didn't ask for what I wanted or even disclose what items would need an extra charge, which should be customary. Not only that, Chipotle's scoops are supposed to be portioned by their size for different items (e.g. 2oz and 4oz) and when I asked if they could make up for the half scoops they were giving to me, their attitude became a lot more unfriendly.

Moreover, I typically get a sour cream on the side and I have never been charged extra for it, neither does the app charge you extra if you order online. However, they charged me extra for this side without disclosing the extra charge. This is not only fraudulent but also tiptoes into illegal practice. I was also the only person in line, so it would have had nothing to do with (understandable) mistakes made during peak hours.

I really do hope that the service could improve. I've had incredibly good experiences here but it feels as if either the workers aren't trained well enough or trained to give smaller portions than standard. If you want the pricing to be standard then you have to make sure the portions are standard too. I'm lost as a customer because I am a student paying a flat price for wildly inconsistent portions and I cannot trust that I will get...

The people managing this location seem to be all over the place! The new guy who is refilling napkins is also the cashier and he doesn’t know how to price out an item (and I don’t blame him, he’s new). However, the guy giving instructions (supposedly manager number 1) tells him to charge me $4.20 for a side of chicken in a Kids Cheese Quesadilla which is displayed as .50 cents!!! So I correct him and he doesn’t believe me and after some explanation, he agrees. Then my kids wait for their chips which apparently they get after they are done eating and that too half a bag. To top things off, I asked them for a mild salsa and now comes manager 2, who says we charge for it. I don’t mind paying but @chipotle Guildford is more than happy to give it just like that. They thought before charging me for it and I just paid it as I didn’t want an altercation. Next I wanted to order a veggie quesadilla which they said I could order online as I was told unequivocally by 3-4 employees in one tone, “it takes a lot of time to make and for your order we can’t make other people wait”. Fair enough. I go online and it wouldn’t let me order and upon asking I get the funniest answers ever. Maybe your internet isn’t working (the website is open duh!) or why don’t you try going out and then ordering? It doesn’t work in the shop!!! I mean I don’t want answers for all questions but at least don’t give me the absurd ones. You seem to have all the answers when it comes to overcharging so you stick...

I am a restaurant owner myself and I hate to badmouth local restaurants! But I have to bring this to your attention! Food is a 0, cleanliness is a 0, customer service is a big 0, I am surprised the ceo of Chipotle has not given them a warning yet! I walk in all I see is garbage on the floor,tables, counter tops,serving area, area where payment is made! Omg! No acknowledgement to customers just a " what can I get for you and they roll their eyes! The grill was soaked with dry chicken scraps and charcoal type of film on griller! Rice was all over the place! Hello, we can see your Grill, clean it up! Be happy you all have a job!!!! I don't blame the workers because this is a true sign of poor management! Train your employees manager! I already had a talk with head office, they will see as I sent in pics of floor, tables, kitchen, and staff handling food with no gloves! I have seen cleaner farms, and pet stores than this Chipotle in Morgan crossing! Wow! We humans pay for proper handled food, customer service, and proper food we can digest! And a clean environment! Hats off to those that go there and are a regular! But this is my first and last time I support this restaurant! Start cleaning guys, the health inspector will be paying...