Chipotle Mexican Grill — Restaurant in City of Rochester

It’s honestly hard to believe how bad the service and consistency is here. Quite literally the worst restaurant I’ve ever been to. Today our entire order was made incorrectly (burritos made as bowls, extra meat items made with zero meat, chips the wrong size with half empty dip). I generally let little mixups slide and make no mistake, those do happen about every other time we order at this location. But tonight everything was so wrong my fam didn’t want to eat it and felt it needed to be fixed. Tried calling to no avail (line just disconnects you). Ended up going back to the store. Asked for help/ the manager 3 times and waited 15 mins before finally catching the eye of a female employee I thought had been the one to go call the manager. When I told her I was still waiting for the manager she looked straight at me and then for reasons unknown decided to misrepresent herself as the manager and just escalated everything. I told her the issue and she acted really annoyed about everything, flat out lied about not being able to refund me for missing items that they were out of, and snapped at me for no reason and told me to calm down and that I was being impatient a number of times over the course of me waiting (quietly, but insistently) there over an hour for them to remake the order that I paid for. She claimed the food couldn’t just be refunded because it was an online order. Finally it was uncovered that she was not the manager and never even told the real manager someone needed help in the first place...

The real manager just happens to walk by, listens to my order mishap, remakes everything correctly, and even gives me a full refund which was very kind, and also, apparently CAN be done. She mentions the female employee didn’t even call her this whole time. Meanwhile, said employee is still lying in the background, claiming they are “making (my) order right now” which I call her out on politely because they’re definitely not; she didn’t even let me write it down in the first place.

TLDR: come here if you want to be gaslit for hours. Manager is nice and I feel bad for her, but hiring/workflow needs...

I never write bad reviews, but I had to for this occasion. Tonight I placed an order for pick-up using the Chipotle app for one steak burrito bowl and a side of small chips and queso. The order was supposed to be ready at 9pm, but I know how places get backed up, so I’m always patient with this. After about 10 minutes of waiting, I noticed my order (bag) was placed on the pick-up shelf, but I also noticed the bag looked thinner than usual. I opened in up, and noticed my side order of chips and queso wasn’t in there. I asked the associate if the chips and queso were going to be placed in a different bag, and she replied by saying “we are out of chips” and went straight back to doing more orders. I was a little surprised that she didn’t clarify that while I was waiting for my order, nor did she even offer a refund, but I’m patient. I asked if she was able (atleast) give me my queso, and she gave me a pre-packed small cup of queso. I was little concerned on why the staff would think it would be okay to pass off an order that was incomplete without offering a refund/clarification, but I was hungry and I let it go. I came home and opened my bowl, and this is what I saw. None of my toppings were on the bowl. No sour scream, salsa, guac, or beans. I literally laughed out loud when I opened my container lmao. I know the Mt Hope Chipotle is notoriously known as the worst Chipotle location in Rochester, but I’m always giving you guys a chance since it’s so convenient to where I live. But I’m concerned with the fact that the staff would allow this to happen, especially since the location wasn’t busy. Respectfully, management needs to start taking these consistent complaints more seriously. It’s sad to see a location being run like this, considering the fact that College Town is already known for...

Chipotle was great in this area when it first opened. Now, it's just turned into how the Moe's across the street ended up being before it closed.

Seating areas were not clean, was difficult to find a clean table.

I ordered a steak burrito. For some unknown reason, the employee making my burrito decided to give me the steak with the peppers and onions. I did not ask for the one with peppers and onions and asked him why that one was on my burrito and he said that's what I chose. I told him I did not and I simply just wanted steak, and whatever other toppings I had specified.

So then he throws out the burrito with the steak and peppers and onions, and remakes the burrito. But this time forgets to add one of the toppings I had asked for (sour cream, and it took a couple of minutes to get it after I asked for it)

I opened my burrito and it's just split. I was not going to ask for a remake or see if they could add a second shell to wrap around this, because it really wasn't that serious, plus they already had to remake it the first time.

It still tasted okay, but I had to eat it with a fork and knife, but of course the butter knives there are not the greatest so I was sawing at the burrito for a good minute before I could get a bite.

I also ordered the chips and queso. Almost $5 for a tiny cup of queso and overly seasoned chips. The chips would have been good if they didn't have a whole bunch of seasoning on them. They were a little salty and had some kind of strong lime flavor. Was not a fan.

Unfortunately, I will not be back at this Chipotle location and probably not any of the others since the last time I had gone to Chipotle before this, was in Cleveland and even that was a bad experience.

I used to go to this particular location quite a lot in the past, and now it has just...