Chipotle Mexican Grill — Restaurant in Baltimore

My experience with Chipotle at multiple locations has taken a drastic plunge over the last year. But this location is closest to my normal routine and the one I tend to utilize the most. A few months ago, I arrived to pick up my online delivery and at least 3 staff members who were not assisting other people (they were making online orders) didn't even look at me to acknowledge my presence. They were standing within 5 ft of me so it was impossible for them to not see me. I looked back and forth from employee to employee with no response. This went on for at least 5 minutes before finally someone made eye contact and asked why I was there. I also have, multiple times, ordered delivery through them and received the COMPLETELY wrong order. I once received 3 Snapple bottles instead of my food. A few times I ordered Chips & Queso and they weren't delivered because the location was all out...so instead of refunding me money (which Chipotle NEVER does when they make a mistake) they gave me Free chips & queso on the app. Guess what they didn't have the next time I went in to use my coupon....you guessed it, all out of chips again. 80% of the time I go in there they are out of chips. It's like they stop making them at a certain hour even though I'll be in there or ordering HOURS before they close. Then the next time I went to get the free chips & queso they finally had them but my coupon had expired by a few days and they wouldn't accept it. Keep in mind they mess this up so much I have more coupons than I can possibly use before they expire given they never have what the coupon is for and Chipotle as a company refuses to refund actual money. I've been in customer service for 17 years and I rarely go out of my way to write a bad review because I know how rough the service industry can be. But come on, it's so obvious they dont value their customers' experience or money. I am running out of good things to say about them...

I was visiting with my son over the weekend of Easter. The Monday after, we go out to get something to eat from this location. The person (male gender or whatever) no judgement... handled my order. I don't know what this location's policy is but, scraping the bottom of a tray holding the food that is on a warmer you order cannot be alright. I couldn't help the reaction of my face. I mean, he scraped so hard, I knew the spicier chicken was dry and/or he scraped the aluminum as well... Now, I get home to eat and realize that he also did not give me the brown rice I asked for. The sour cream I asked for was also runny from the gate at the restaurant. I didn't make a fuss, I didn't return it. But I will NEVER eat anything from this location EVER AGAIN! Then to add Fuel to the Fire... This place was nasty looking. Everything tore up from the floor up! I was afraid to make use of the restroom for fear of what I might have to run away screaming... I've never seen a Chipotle site look so nasty. The only thing I noticed was cleaner than everything else was the white tiled wall up above the grill hood and over, behind the serving counter. Unbelievable! The service was just awful! The best thing to come of it all was a young lady that went out of her way to refill an empty tank of a drink that I wanted. The man that prepared my food was annoyed with me as well as short. Then without notice, went to the back of the store to re-up but did so in a tempered manner. And a side note, your employee or employees need to understand and pay close attention to their customers requests. I had surgery some time ago that does not allow me to eat white rice, ergo the request for the brown rice... Good luck with this one. I ABSOLUTELY DO NOT RECOMMEND EATING FROM THIS LOCATION!!!!!!!!!!!!!!!!! And I wouldn't suggest any choice of food, @least at this location. Sincerely, A Very...

I have loved Chipotle for at least 14 years. I didn't know it was possible to get it wrong.

60% of my visits, the rice is undercooked. Also about 60% of my visits, they just don't have certain ingredients -- fajita veggies overwhelmingly the most common absence. They stopped taking in person orders a while back, so online only -- that's fine! But every time they don't have an ingredient, they just make your food without said ingredient without a word from the app, email, etc, and no compensation. This makes it pretty weird when you order a burrito with chicken steak veggies pico cheese and corn, but they don't have steak veggies or corn. (That was a "fun" burrito).

Then comes staff -- pre-pandemic, there would usually be one super stressed out hero managing the entire line while the rest of staff was chatting it up in back (audibly and obviously). During the pandemic, similar behavior with inconsistent at best use of masking. My favorite interraction -- my wife ordered a burrito bowl, and the staff member started making a burrito (with plan to put the burrito inside the bowl). When my wife declined the tortilla, the staff member started waving the tortilla around in my wifes face, rudely shouting, "but you asked for a BURRITO BOWL??," before waving the tortilla towards a coworker to inquire if the BURRITO BOWL was a BURRITO in a BOWL or just A BOWL. Classic. In general, seems like a dysfunctional vibe which suggests poor management. We've sent complaints to corporate.

Everything about this Chipotle is somehow bad enough that, even though I live less than a block away, I now choose to schlep over to the JHU campus for my fast burritos. So I get Chipotle a lot less than I used to -- good for my calorie & sodium intake I guess? I would give 0...