Chipotle Mexican Grill — Restaurant in Colonial Heights

I downloaded the chipotle app and purchased two steak salads for pickup. After arriving, I was given my order and told that there was no lettuce to make my salad. I asked what was in my bag if there wasn’t any salad to make my order and I was told just the toppings. I opened up my order and what you see pictured below is what had been prepared for me. Not only was there no lettuce as I had just been informed.. but apparently there weren’t any other toppings either as several items I had selected for my salads were also missing— down to the salad dressings. This is just unacceptable. Why would anyone pay $9.30 per salad for this? I politely asked for a refund and the young man at the counter asked if the order was actually mine or for DoorDash. I told him that it was my order that I ordered through the app. He then told me that I couldn’t get a refund in the store but instead had to request one from the app. Before I could say another word he dismissively said, “sorry, have a nice day” and began to continue making other orders. I walked away to a table and tried to figure out as best I could how to request a refund. When I couldn’t figure it out, I approached the counter again and kindly interrupted him to tell him that I was a new user of the app and was unsure how to request the refund. He then said “chile look I don’t know either let me get the manager.” I watched as he walked to the back doorway and began chatting with a young lady. She came out to the front and approached me and never even introduced herself or asked what was wrong or if there was anything she could do to fix the situation. She only repeated what had already been explained to me and that was to request a refund online because I couldn’t get one in store. I asked her how long would a refund take and she said a few business days. I walked back over to a table to figure out how to get a refund..once again.. and then eventually had to use google to figure it out. Neither of them bothered to help me navigate the app to show me how to do it. There were many, many, employees in the store so it would not have been a huge inconvenience for someone to take the two seconds to show me how to request a refund. Many of them were standing around talking and the gentleman who I first encountered was cursing and making comments about the orders in front of him. I felt infuriated that not only did I have to wait for an order that was never completed correctly in the first place.. but then I also had to deal with crass employees and management who obviously could care less about their customers experience. I get that there is a pandemic and that supplies are often limited.. but if that is the case then it should have been noted on the website that salads were not available for selection, just like how the onion/pepper mixture wasn’t able to be selected. I would’ve gone elsewhere instead of waiting around for food after an almost 1 1/2 hour commute to the area. I’m still baffled that anyone would think it acceptable to serve these “salads” to anyone. What a joke. If I could, I would’ve...

Simply put if you are the franchise owner either sell to someone who cares and knows how to run a restaurant or have some respect for your customers and provide a service worth paying for.

I was there in early April 2022 and watched an astonishing number of employees simply not give a shxxxx. While there they told me they were out of rice, guacamole, no salad dressing, and kids meal containers. there was a shipping box of forks near the drink fountain so you could get yourself a fork (some employee was willing to get the box out and open it but not put the forks in the container) the napkins were sitting next to napkin holder but again staff simply to lazy to put them In the napkin holder. I actually watched a customer ask for a fork because they didn’t see the box of 1000 forks sitting in the wrong place so the employee opened the cabinet and retrieved a single fork for the customer- but didn’t put any others out.

The person who made my order may have gotten the order right the first time if she only taken her earbuds out long enough to actually hear my order and the cashier was completely befuddled when I tried to use some rewards points. Luckily the third person he asked know how to use the register.

Finally, if that isn’t enough the volume of trash both behind the counter and in the dining area should have been a sufficient sign from to have just left

My advice to any unsuspecting patrons-RUN save your money. If you read this review and still go - well you were warned.

To the owner, have some respect for the brand and your customers. You should be embarrassed and ashamed of what you are calling service and actually charging for.

Quick update I have since learned chipotle is not franchised - which quite honestly makes this even worse. Corporate get your...

At this point I really only blame myself for continuing to do business with this location. Even when I stop going for a while and wait to return, it’s still the same two star service. It is the closest one to me, but they are always out of items. How can you get a salad and they don’t have the vinaigrette? As I waited for my mobile order, the girl at the prep line yelled out a list of things they didn’t have for people waiting. Luckily, it seems like if you use the app, you still can get some items. But either way whoever is ordering needs to increase the number of items ordered so they don’t run out. On this visit, two girls entered the store in front of me and walked over to the mobile meal prep line and stood and laughed with the young lady making the meals. They may have been employees on their day off, but should not be allowed to be that close to the food when walking in off of the street. I like Chipotle, but this location has been messing up for too long.

Update: 8/1/2022 This restaurant can not have a manager or General Manager. It use to be a great place to eat with the line out the door. Now they are always out of items, never can make the order how you want, and can’t do anything in the store to make it better when you use the app. They want you to use app to order, but then mess up your order and say They can’t give a refund and to request refund on the app. There is never a manager available. I have tried multiple times to give them a chance and I can no longer blame COVID, staffing, or orders. This is a lack of management. Staff can be standing around talking to each other or their friends who visit. Just close it down. Throw the whole...