Chipotle Mexican Grill — Restaurant in Bolingbrook

Ordered online for "as soon as possible", a burrito and quesadilla. Arrived 10 minutes later. Asked if my order was ready and was told it was being worked on right then and would be ready very soon.

Noticed the food prep counter (both for in-resturaunt orders and online orders) the was absolutely covered in food debre and spilled sauce.

Hit the restroom while I waited. On my way there I noticed the trashcan was literally overflowing, with food and napkins on the floor in front of it. Drink dispenser and lid counter covered in trash and liquids. Bathroom wasn't terrible, but clearly hadn't been cleaned in a while.

Asked at the counter about my order, but had to stand and wait for several (2-3) minutes before any of the employees that were standing in the back talking noticed me and asked what I wanted. Asked about my order, was told they would check for me and gave me a free drink for while I waited.

Tables were all clearly not cleaned recently with food bits everywhere.

Watched a different employee start both items on my order. I'd been there for well over 10 minutes, 20 minutes after I placed my order.

My buritto was made with over half of the tortilla off of the foil, directly on the counter covered in old sauce and food bits, and after being wrapped, the foil wasn't completely closed and the buritto was placed directly on the counter with the foil not providing a barrier.

Asked for the buritto to be remade, they said "I got you" and just slapped another foil on it.

My quesadilla wasn't even finished at this point. I just left without my food.

I filled a Will County health department complaint.

I also contacted chipotle's customer service 3 separate times for a refund for my order. Online chat, email, and phone. All three promised a refund, none was ever issued, and they stopped responding to my emails after the first response.

Also, "Alex" from Chipotle. I see you've responded to most of the other recent reviews, which have been almost all 1-star reviews.

Don't tell me to go to your website to fill out a survey that will be ignored. Just don't bother. You know its a waste of time, I know its a waste of time.

Edit:

Oh look! "Scott" the bot lacks reading comprehension where I not only said I've already contacted Chipotle customer support and been ignored, but also ignored me explicitly saying in my review not to bother asking me to go to their website.

For other people who go to this location and are disgusted by their unsafe food handling practices -- file a complaint with the Will County health department and get a surprise inspection sent to this location. They'll either get their act cleaned up or get their food...

Concerns About Recent Experience

I’ve been a regular at Chipotle for quite some time, and I’ve always enjoyed the service and food. However, my recent visit left me feeling quite frustrated, and I feel it’s important to share my experience in hopes that things can improve. Over the months, I've noticed a shift in the service, with different staff members handling my orders. While I understand that turnover can affect consistency, there’s been a noticeable decline in the quality of the experience. I’ve had instances where my orders weren’t prepared correctly, and some items I requested were forgotten, but I’ve never made a fuss because I understand the challenges of working in customer service. That said, during my most recent visit, things took a turn. A staff member, who I believe had a ponytail and was a bit shorter, was preparing my order. I was trying my best to be polite and patient, but I felt rushed. She repeatedly asked, “Anything else? Is that all?” without giving me a chance to finish my order. It felt like I wasn’t being listened to, and as a result, my bowl wasn’t prepared the way I like it. When I pointed out the mistakes, the staff member seemed frustrated with me, which only added to my discomfort. I know everyone can have a tough day, and I completely understand that, but I do think it's important for the staff to remember that customers should not bear the brunt of their frustration. I’ve worked in customer service before, and I get how challenging it can be, but it's crucial to maintain professionalism and patience, especially when interacting with customers, even for just a few minutes. It’s disappointing to feel like the workers may not be fully invested in their roles, as it affects the experience for the customers. I’m not trying to make a big deal out of it, but I do want to share my thoughts because I genuinely enjoy coming to Chipotle. I just want to see improvements in how customers are treated. I’ll continue to be a customer, but I hope the staff can take a moment to step back, breathe, and approach their work with a bit more care and respect. Thank you for taking the time to read this. I hope things improve...

I went in to get two bowls. I asked the first server how much 3 flour tortillas were. He did not know, and had to ask 3 people until he got to the manager Jordon who told him it was .50 for three. Then he changed his mind and said it was for each. Then he said “ it is because of taxes” I said menu prices have nothing to do with taxes. Jordon said you don’t have to buy food you can leave. Untrained, very rude, and very uneducated person running a pretty new expensive to build restaurant. Look at my last review of another review of a different Chipotle. They need new management and to retrain their staff. I decided to see if my review was out of turn. The most recent 4-5 star reviews are most likely fakes because they have little or most have no comments. It’s hard to get friends and family to spend time on fake reviews. I did read several bad ones too. I am going to reach out to the board of health since so many of the bad reviews are about poor cleanliness. I did not look at the floor but the prep area where the food is kept and stored was a little gross. I just figured they were busy. Though when they were in the strip mall they had twice as many customers when I used to eat there. All I have to say is there are tons of other places to eat close by including Mexican food.

Since then I have been to 3 other locations. All 3 other Chipotle charged 50 cents for three taco size tortillas. Time to fire Jordon or just close this location permanently since this is the second “manager” I’ve had a horrible experience with over the years at...