Chipotle Mexican Grill — Restaurant in City of Rochester

I visited about a month ago, and the entire place was in disarray. I left a comment suggesting they needed to change the management before I would consider coming back. Well...I returned today, and to my surprise, the place has made some noticeable improvements. The staff actually took my order and seemed to have things under control this time. While it wasn’t perfect—there was a customer waiting because they were out of steak—it was a definite improvement compared to my previous visit. Much better than where they were before. Maybe I spoke too soon last time. Perhaps this place just needed to find its rhythm, or maybe I was too harsh on them—I’m not entirely sure. Anyway, check out the picture I’ve attached below of the burrito I got today. Absolutely brilliant—proper fold and all. (Insert eating sound effect here.) This location should be an absolute cash cow for Chipotle. Strategically located between the LA Fitness crowd and the Midtown "wannabe" Oak Hill members, it has the potential to generate serious revenue—if they just made a few adjustments. I’ve changed my rating to 3 stars for now and will be back in a couple of months to reassess.

Update - I came back, and honestly, I have no idea what's going on here. There is something seriously wrong with this place. My last review must’ve been written during a moment of pure delusion, or maybe I just got wildly lucky that day. This time, it felt like I’d wandered into some kind of bizarre social experiment. No one had a clue what was happening, and somehow, that seemed totally normal to them....

At 11:40am on Sunday August 17th. I had an employee Erwin greet myself and my partner at chipotle. Upon arrival all the other staff, including what I assume to be a prep cook/manager refused to greet me or my partner and was calling for another staff member to attend to the line. Erwin was very positive and communicative however as the food was being placed in our bowl the overweight man standing in the back (prep cook/manager) kept yelling at him in front of all the customers, including the Rochester Police Department who had come into the store a few minutes after us. Everyone waiting in the line continued to awkwardly watch the prep cook and Erwin, as the man continued to talk to Erwin negatively in front of everyone which is very hard to watch as Erwin was listening to our instructions and needs for our food, the other employee continuously kept giving him attitude, distracting his focus on customers and saying comments under his breath about the staff member Erwin. I find this behavior really unacceptable and unprofessional, showing a poor reflection of how the upper management treats those at the front of the house. Erwin is the only reason my experience was positive, however the team in the back needs to fix their attitude to avoid future problems moving forward as it could escalate within the near...

This was by far the worst chipotle experience l've ever had. None of the employees knew what was going on. Placed a mobile order and proceeded to wait (amongst 10 others waiting for overdue orders) inside for 30 minutes after my order was supposed to be done watching 7 staff members struggle to keep up with exclusively drive through and mobile pick ups with no one ordering in store. After asking a few times to check on my order it was finally checked on and made. Everyone else waiting had to go back through the regular line and reorder their food that was also a mobile order waiting 30+ minutes. Once I got my food this is the meat I got (see pic, it is supposed to barbacoa, figured it was unidentifiable and I would need to clarify). Paid for the meat and got none of it in my bowl since it all sat to the side of my bowl in a fatty inedible hunk. Ate a few bites of the vegetarian bowl essentially that I did not order. Will never return here and sad that they just opened cause they are...