Chipotle Mexican Grill — Restaurant in Columbus

UPDATED 12/27/23 - Terrible food preparation tonight. This area is heavily impacted by OSU schedule - so since this is winter break, there was actually no one in the place at 7:50pm. We go here often and a new face on the crew was quick to grab our bowls from the burrito press person and hammer through our food choices - almost like an eastern block Olympic tryout. 100% All business. I double checked that there were no other people in the restaurant….. there wasn’t. The pace continued with all of the bowls in our order, and then it happened. - The Chipotle Protein Shake. We watched as half of the chicken or steak on the spoon flew off as the serving spoon was vigorously shaken from side to side after being scooped. The cheese and lettuce were also grabbed and then shaken to lighten the volume. The flat stare and lack of communication beyond just menu choices made it seem very uncomfortable. Did we do something “wrong” ? Would they serve themselves or any other employee in the same manner ? The idea that making money is important is well understood. However, when a customer ends up with 8 pieces of chicken protein in a bowl, it quickly becomes a rip-off. We ended up with a rice and bean heavy dish - the least expensive items offered. Looks nothing like the pictures or what any reasonable person would accept. Training like this is what Chipotle teaches - and it will be the end of Chipotle. 2 years earlier - stopped in 5th & NW Blvd Chipotle after a long and tiring Saturday. Had an actual conversation about the meat selections with the order guy and learned that there is a new garlic steak on the menu. Dude even gave me a sample - like at a soda fountain/ice cream store !! For sure this new garlic steak packs more flavor than the old school choices. Maybe not for everyone but I thought it was definitely an improvement. Kudos to dude for being proactive in the talk it up category. I would have just gone through my standard order otherwise. The garlic tastes more like a brined marinade than dry seasonings could produce by which I mean to say that it was not just some shake on “flavor” …… whatever the process, it was notably tasty and the whole experience made me think differently about that store - in a...

I wanted to bring to your attention an unfortunate experience I had at your location on west 5TH Ave, Columbus, Ohio yesterday, May 2nd, 2025, around 6:35 PM.

Upon arriving, I ordered a bowl with light white rice, black beans, and triple chicken — I’m fully aware there's an upcharge for triple chicken, and that was no issue. When I reached the next team member (who was very kind), I asked for the bowl to be smothered in cheese. She added a small amount, and I lightheartedly said, “Oh, please, a lot more cheese — that’s the best part!”

At that moment, a woman — who I assume was a manager — abruptly interjected in a stern voice, saying, “SIR, that’s all she is permitted to give you. Anything additional is $1.50 per ounce.” I was taken aback, not just by the unexpected charge, but more so by the rude and unprofessional tone. I responded by pointing out that I wasn’t asking for any additional toppings beyond cheese, and she firmly repeated, “That’s the policy.”

I mentioned that I’m a frequent Chipotle customer and have never encountered this response before. I also noted, somewhat sarcastically, that at $1.50 an ounce, that’s $24.00 a pound — again, the cost wasn’t the issue, it was the way it was handled.

Ultimately, I decided to leave without completing my order — resulting in a wasted bowl with light rice, triple chicken, black beans, and about an ounce of cheese. I then went to another Chipotle location closer to home, where I received the same order with no issues and was greeted by a friendly, professional team.

I understand the challenges of the current service industry, especially when it comes to staffing. However, the individual I encountered does not represent the values and service standards I’ve come to expect from Chipotle. Her demeanor was the opposite of what I would expect from someone in a customer-facing role.

Unfortunately, due to this experience, you’ve lost a customer at that location — but I hope you’re able to address this internally so that others don’t leave feeling the same way.

Thank you for taking the time to read...

Hands down the worst Chipotle ever. Every time I go I promise myself I won't go back. Last night I was reminded why. I get in line and ther eare only two other people in the restaurant so not busy at all. The girl could not understand that I wanted a burrito and a burrito bowl. She places the wrap in the bowl at least 2 times before figuring it out. Once we got things going she had put everything on the burrito and started making the bowl. halfway through the bowl she sneezed all over all the ingredients, my bowl, and my burrito. She proceeded to turn take her gloves off and walk out of the restaurant without a word spoken. The manager then came up and started to continue my order. I had to tell him to remake the food because I didn't want her sneeze on it. From there I went to check out and the guy checking me out decided that it was a good time to go grab the girl bring her back to the register and educate her on walk-off protocol. Let me remind you that there was no one else in line and this could have waited 90 seconds. He didn't swipe my rewards card I gave him and immediately ran my payment. He only bagged my burrito and left everything out on the counter. He was still busy talking to his associate. I had to bag all of my food and come back to get the chips and dip that he had already forgotten about. Still continuing his conversation as these things were going on. I asked him if he had run my rewards card and he said no. He then informed me that since the transaction had been completed he couldn't run it and there was nothing he could/would do. I finally get out of there and when I get home the bowl and burrito had leaked all through my bag and onto my car seat. Seriously save the time and go to the one on High Street. The people are attentive and seem to actually care about what they are doing and the...