Chipotle Mexican Grill — Restaurant in Ashland

I ordered a mobile food order and picked up in the drive thru. When I went to retrieve my food from the bag, I noticed the bag soaking wet and ripping. Under my food tray was half of my food that had spilled in the bottom of the bag. Peppers, onions, and sour cream filled the bottom of the bag. I went in the store to show them that half of my food was at the bottom of the bag. The “manager” came over to “address” the situation. I showed her that my food was spilled in the bottom of the bag and that my fajita veggies were laid on top of my sides on the rice, beans and sour cream. She stopped me and stated that I wasn’t going to talk to her like that. All I had said was there is food at the bottom of my bag and the veggies should’ve been on the quesadilla. I hadn’t gotten to the point of requesting that they remake my food before she cuts me off again and says I’m not going to talk to her like that. At this point I stated that now I will talk to her like that and the situation needs to be resolved. She ripped my food out of my hands and threw it in the trash. After this she refused managements information and contact, refused to remake my food, give me a refund, or even speak with me. She directed her employees to ignore me. The cashier stated he couldn’t give me any information as he has to listen to her and her order was to ignore me. She then told me to leave the property or she’s calling the cops. I left and called the cops. End result, I get a no trespassing, no food and had to call corporate for a refund. The complete disrespect, lack of customer service and audacity of this individual is astonishing to me being she’s “management”.So the question is this, is this what Chipotle backs? Is this how Chipotle treats their customers? I used to work for Chipotle so I am not oblivious to standard practice. This “manager” is also the individual who prepared my food, was she not trained on how to make and package food correctly? Or was she and she carries no pride for her work and doesn’t care to follow chipotles standard practices. Is Chipotle going to let this individual to keep her position and being the face of this company and location?? Does Chipotle want me to review this everyday? Does Chipotle want me to put my story out on my platforms?? Local to this location and beyond? I have already been in touch with corporate and am waiting to hear back. Until then, I ask that the district manager reach out to me personally to...

Unacceptable Customer Service & Disrespectful Treatment

I had an extremely disappointing experience at this Chipotle, and I feel compelled to share it. After a long day, my partner and I stopped in for a meal. When ordering, I specifically asked for mild salsa, but the employee on the line repeatedly gave me hot salsa instead. When I politely corrected him, he raised his voice, insisted I had asked for hot salsa, and argued that Chipotle doesn’t even offer mild salsa—only pico de gallo.

I calmly tried to clarify, even apologizing and suggesting that maybe my enunciation wasn’t clear (since Spanish is my first language). Instead of resolving the issue, the employee continued to argue, dismiss me, and escalate the situation. My partner stepped in to help, but this only made things worse. It wasn’t until a service manager with curly hair stepped in that the employee finally backed down. She handled the situation professionally and comped our meals, which I appreciated.

However, what really stood out was another manager on the grill (identifiable by her collared manager’s shirt). Rather than stepping in to de-escalate, she smirked and laughed at the exchange, siding with the aggressive employee while continuing to cook. This was completely unprofessional and unacceptable behavior from someone in a leadership position.

As a new Ashland resident and someone who interacts with many clients in the Metro Richmond area, I’ll be sharing this experience widely and reaching out to corporate. The way this situation was handled—from the unnecessary aggression to the lack of professionalism from management—was unacceptable. No customer should be treated with such blatant disregard and disrespect over something as simple as a...

I went to Chipotle for my dinner. I opted to go to the restaurant and order in because I normally get better portions when ordering in Chipotle. We arrived and there was the same sign on the door from last week or so saying online ordering only with drive through pick up. I ordered through the app around 5:50 p.m. for a 6:00 p.m. pick up. I picked up my order and went straight home to eat my dinner which took all of 15 minutes. I got 3 bowls and all 3 bowls were ice cold. My steak, lettuce and tomato also looks to be old.There was no way that any of the food in any of the bowls were ever hot! I tried to warm it, but that made it even worse! I called the store and after 5 minutes or so of trying to get through their automated system someone picked up and I was hung up on before I could even say what the issue was. They did call back after about 5 minutes or so and someone by the name of Jamal said he was the Supervisor on duty. I told him what the issue was and he just simply said what was I wanting. No apology or anything. I told him I’m not able to come back to Ashland tonight, but I wanted to be reimbursed for food I was not going to be able to eat. He informed me I needed to go through the app and request a refund. Well, there was not a refund request option. I only was able to speak to a bot and eventually get 3 Bogo offers where I have to buy a bowl to get 1 free and can only use 1 coupon per visit that expires soon. I understand everyone is short staffed and I try to have the utmost respect for others, however there was no excuse for any of this! Definitely not going back even if that means I’m having to...