Chipotle Mexican Grill — Restaurant in Burlington

I've been to several Chipotle restaurants in different areas of the United States. This one was the worst one I've ever seen. We arrived at about 445pm on a Sunday. The line for us moved quickly but each employee behind the counter looked miserable. None of them would engage me at all. That's a first. The line in the back was in disarray with dirty pans, utensils, etc on all of the work spaces. The dishwasher came out on the line a few times but took nothing back and had conversations with the line cook, but did nothing to help him. The grill itself looked very dirty. There appeared to be two managers on and I suspected a shift change because she went to one of the fridges in the prep area and it looked like she pulled out personal items. I didn't see her anymore. The other manager seemed genuinely lost the entire time I was there. The expo line on the front was in disarray and she did nothing to reset it or in the back either. She came up and bagged a customers order and handed it off to the cashier but then moved back to the back out of sight. She repeated that three times. The dinning room was gross. All of the tables were filthy and the floors were as well. The drink station was also filthy and there was no plastic utensils, causing everyone to return to the cashier and ask for it. No one left their station the entire time. When I left, I drove around the back and noticed trash in carts outside but the dumpster was overflowing, not locked and the gate was wide open. There were 3 rodent stations behind the building. 2 looked functional and another was missing its lid and empty. This store appears to be the only one between Greensboro and chapel hill. I think there are several in each of those cities. So I suspect one or the other cities has the regional for this location and doesn't visit. Based on the volume while I was there I suspect the numbers are being scrutinized rather than on site visits from upper management. The sales look good, so go put out some other fire closer... that kind of thing. This store is very close to I 40 and probably draws people from all over the country. So, the food. Food was served right with the portion control with spooning and so forth that I expect to see at Chipotle. However the red sauce was off. Something about it wasn't right. It didn't kick like it usually does. I've included pictures of the dinning room. I'll go to chapel Hill next time and never visit this...

Today I ordered a chicken burrito, chips, & drink. When checking out, my bill seemed higher than normal and I asked why. The cashier handed me non-itemized slip and said it was due to recent price increases. When I sat down to eat my meal, I noticed that my burrito didn't have chicken. I checked the receipt and noticed charges for a veggie burrito and a side of queso, which I didn't order. I returned to the cashier to request a refund for the queso and the cashier and another staff member declined the refund because they said they saw me order queso. I offered for them to inspect my meal, which didn't have queso, and they declined. I also explained that I had ordered a chicken burrito, not veggie, and asked if they could provide a side of chicken. They explained that they would need to charge me for the chicken because the chicken burrito is more expensive than the veggie, which isn't true; they're the same price. To try and resolve the situation, I changed my request to provide a side of guacamole instead, because it's included with the veggie burrito, and they explained that they would need to charge me for the guacamole too because it was my fault that I didn't request this at the time of order. I then asked to speak with the manager and they yelled at me that I was speaking to the four managers on duty. I then requested a full refund, which surprisingly they immediately honored, but then proceeded to yell at me as I left the store. Worst & strangest Chipotle experience ever, life-long customer lost.

This complaint was also submitted directly to Chipotle support and I received a cut & paste sorry for the inconvenience response. Glad I'm no longer a...

Terrible location. Got here to pick up some grub around 9pm on a Tuesday night, bit of a long wait, no problem. The server finished with the people in front of me and decided to clean for a full 2 minutes. Okay you gotta clean your station- again no problem. But how about a little courtesy- I’ll be right with you sir, sorry for the wait, how can I help you? Nothing!! Just standing there with his stupid nose ring. Once he finished cleaning, he just looks up at me without uttering one word , waiting for me to place my order. I’ve been wanting to try the new chicken al pastor , which I noticed the container was pretty much empty. I asked about it and nose ring rude boi tells me they’re out. But I also saw the cook behind was grilling some fresh ones and he had just finished with them and loaded up another container. So what was that for? refrigeration and using them the next day? I don’t understand why have a new menu item but stop serving it a full hour and half before closing time?!! So I just got the steak burrito instead. He added very little steak at first, i asked for bit more, which I understood there would be a up-charge. But still for the total to come to $16 for one burrito, no drinks, no sides, just one little extra serving of steak is insane. Terrible overall. But the server was single-handedly the most individual customer service experience I’ve experienced in a very long time. Hope management sees this and hires ppl with outstanding customer service skills because it’s really in the gutter these days at most places. Food tasted good but everything else sucked. Gonna stick with California burritos from...