Chipotle Mexican Grill — Restaurant in Colerain Township

This is also being posted on the location's Facebook listing, and has been sent to Chipotle's online contact support.

Due to my extensive traveling, I am now just getting around to this feedback. About a month ago, I visited this location across the street from the Northgate Mall for the first time. A number of concerns arose for this, with them expanding even more when talking to the local regular customers.

I will begin my feedback with a simple, candid statement: Chipotle should consider closing this location permanently as soon as possible, unless some serious house-cleaning can be done.

My wait for in-person ordering went about 30 minutes before I moved on to the wonderful location in the Harrison suburb (since I already headed that way to Indianapolis anyway.) I saw that online order customers were waiting the entire time also, until the manager on duty told the crew that no more in-person orders would be taken after those waiting in line... because they were behind for online hours by an hour.

I believe in giving food service the benefit of the doubt ever since the inception of the pandemic. But the reason I gave up on this location and moved on to Harrison is because a local regular customer informed that this locations is ALWAYS absolutely abysmal, including accusation of racist behavior towards customers (upcharging based on skin color) that he claimed to read online. The more I observed the crew, the more I realized that there was no sense of urgency, as they were more worried about entertaining themselves with their chit-chat than picking up the pace for both the in-person and online order customers.

I will end this by circling back to my earlier statement: Chipotle either needs to completely uphaul this location, or close it permanently. While it would be a shame for this district to lose Chipotle, there are obviously plenty of other locations throughout Metro Cincy, as well as a few locations from competitor Moe's Southwest Grill throughout the metro area as well. Because there are so many other locations for burritos to choose from throughout Metro Cincy, I will not be bothering with this...

I ordered a bowl, it came time to put sour cream on it and the line worker missed the bowl running it down the side. I asked if I could have a little more an she put a whole scoop on the bowl. I said something then about the crazy amount of sour cream and the cashier offer me a remake. I appreciated it an told her I would try it out an see how it was first. It only took me 3mins and 2 bites to realize all the food in the bowl was cold because of the excess sour cream. I returned to the counter to ask the cashier if I could get the remake I was offered. This is where my disgust started. Someone in the line overheard me an spoke up an said "Well how much did u eat from the bowl?" I showed her the 2 missing bits an mentioned I had already been offered a remake by the cashier. She wanted to know why I ate some of it before getting the remake. I was surprised by the pettiness and said "How could I know it was cold without taking a bite an what's the big deal I've been offered the remake already. It gets better. She then said I should check my attitude that if I were to receive a remake it would have to be thru her. Wow I asked for the manager. Surprise surprise she was the manager. Even with being so unprofessional. I was given no receipt or refund she said because I had an attitude I could leave!. I wanted to call the police I was so upset with the disrespect like I was there to take advantage. I used to eat there 3 times a week. Never saw her before. She probably used this tactic to teach her workers not to go over her head and offer remakes without her approval. After all she made clear that if I was to receive a remake it would be from her not anyone else. I think that was the root of her frustration to the situation. This was at 1:30pm on the 25th of April 2023 Colerain location. That Chipotle will not get my future bussiness. Made a complaint to their website but haven't heard back from them yet. I'm just very disappointed after all the business...

I've been to this location many times. The garbage cans are always full. Employees are on their phones instead of doing their job. 10/24/23 @ 8:20 At this location, the cashier was practicing open discrimination. Charging Caucasian customers for extra meats, cheese, etc. While not charging black customers. To the point that the manager on duty even reminded her while checking out multiple customers to charge for extras. The cashier didn't comply and even got smart asking if she (the manager) "was going to watch over her shoulder all the time?!"

The manager, at one point, even called a customer back to pay for their extras.

The cashier was obviously racist and openly practicing discrimination to Caucasian customers.

Service at this location is slower than frozen syrup. It's not uncommon for employees to leave you standing in line while they conduct a several minute conversation. The employees here literally DGAF I was actually in line here again today 10-26-23 @8:35pm when I was writing this review. The only fast food I eat is Chipotle. Unfortunately, this is the only location, even remotely close to my job. Again, the trash cans are full. There are absolutely no napkins. No plastic ware. They are an hour behind on the online orders. So a few guest after me they closed the doors to walk ins to get caught up. A couple of women walked in, and the cashier was extremely rude to them. He explained they were closed to walk ins. The women voiced the fact that there were no signs up stating that. He remarked he didn't have to post any. And in a smart Alec comment said, "and you aint gone be eatin' here."

It would be advised for management to clean house of the toxic employees. Or for corporate to step in and take corrective action before this location gives the franchise a bad name, or even worse,...