Chipotle Mexican Grill — Restaurant in Concord

To whom it may concern: My first ever experience with Chipotle was my sophomore year of high school in 2006. For many years following, Chipotle remained a constant - a great place to go with quality service, great staff, and the freshest of ingredients. It did not matter if I ate Chipotle in Arizona, Nevada, California, or Florida, it was always the same, it was always great.

I consider myself to be a frequent customer of Chipotle, at least 3-4 times per month and at some points in my life, a few times per week even. Chipotle has always been a great spot for fresh food and a great experience; based on this, I would be one of the first to notice if things were to change.

Over the past few years, specifically since 2019, Chipotle has changed. The quality is not there. The cleanliness is not there. The quantity you get is now less. Overall, Chipotle has just plain gotten worse and has become just another fast food restaurant. I used to go to Chipotle because it WAS different, it WAS fresh, it WAS clean. Chipotle is none of these things anymore.

In the past 3 years, I have visited Chipotle in at least one dozen states and the experience has been lackluster at best. Chipotle has put profits over quality and experience. Nearly every Chipotle I have walked into is shortstaffed and undermanned, dirty, or just not fresh and not good. The employees do not seem happy, and the Chipotle locations I come to frequent rarely can keep the same employees. Clearly this is a problem with workplace culture and attrition. As a business owner, these are vital to the success of the business.

As a shareholder and customer of Chipotle, I am seriously considering pulling out my stake of Chipotle and Chipotle's steak from my appetite. Chipotle is just not the same.

I feel that not only can Chipotle do better but that it must explore new ideas for how to stay competitive in a world where service and quality are the keys to winning. Until this happens, consider my relationship with Chipotle over as of 2023.

As a footnote - Robbie at this location is the lone shining star. If my business operated closer, I would have her putting in her two weeks tomorrow and coming to work for me. She has been nothing short of wonderful the multiple occasions that I have visited here and put up with a lot of grief whether it be difficult customers or her peers continually calling...

I recently visited this Chipotle and had one of the worst customer service and food availability experiences I’ve ever had.

When I walked in, the restaurant was completely out of black beans, fajita veggies, and chicken. The only meat options were scraps: just juice left in the barbacoa pan, barely half a scoop of steak. My daughter requested chicken, only to be told there was none. She then asked for barbacoa, but what she was given was literally just the leftover liquid , barely any meat. When I pointed out that it was not a full serving, the employee insisted that it was.

I asked if she could use some of the prepared meats sitting aside for online orders, but she refused, stating that “corporate policy” didn’t allow it. Instead of offering solutions, she became visibly irritated, and after finishing my daughter’s bowl, she turned to me with a rude, “So what do you want?” At that point, I told her honestly that I wasn’t sure what to get, since there were almost no ingredients left to even build a proper bowl.

When I asked for a manager, the employee called her over. The manager came around the corner without a greeting or any attempt at professionalism. Instead, her first words were, “Who made my employee cry?” This was shocking, since the employee had been rude to me the entire time and had not shed a tear in front of me. I never cursed, yelled, or disrespected her. I simply asked reasonable questions about the lack of food options and whether there were any solutions available.

This entire situation reflects extremely poor management and untrained staff. Running out of multiple core menu items, refusing to use available food to fulfill orders, and responding to customer concerns with attitude rather than solutions shows a complete failure in leadership and training.

If a staff member cannot handle basic customer questions without “crying” off the line, that is a management and training issue — not a customer problem.

Do not attend this Chipotle. The food options are consistently unreliable, the staff are unprofessional, and the management is dismissive and unhelpful. Save yourself the frustration and take your...

This store can't get its act together. Too many times I've tried to dine in, only to walk up to the door and see "sorry, online orders only!" I always turn right around and try my luck at another location. I can't stand ordering ahead on the app at Chipotle. They ALWAYS make mistakes if you're not right there in front of them, holding their hand as they prepare your order down the line. I want to be able to stand in line, see the food, and have my order made in front of me, and have a clean table inside to sit down at and enjoy the experience the way Chipotle used to be. It's incredibly aggravating when all you want to do is simply walk in with your family and have a pleasant experience eating a fresh meal prepared in a sanitary environment. This store, unfortunately, has consistently missed the mark, especially since 2020. The food line is always incredibly sloppy and pans either empty or the food has obviously been sitting way too long. The drink station is always a hot mess. You'll see crap that has been sitting a while, needing to be wiped up, but ignored. Good luck if the utensils will be there, or even napkins for that matter. Also it's gross to see the tea urns leaking all over the place. As someone who has worked for Chipotle in Charlotte in 2012, I don't have any tolerance for any excuses. Their standards were extraordinarily high back then, and the things this Concord store lets slide would have never been allowed by the management and restaurateurs in charge when I was with Chipotle. It's definitely time for this store to get a hard reset with some new management. It's a shame, because I remember pushing so hard for Concord to finally get a Chipotle. Now there's 3 in the area and the others are barely any better. 🙄 Also, I am a fan of the loud eclectic music that Chipotle has always played and been known for....but can this store please get their priorities straight and get the food, sanitation, and service on and above par before we think we're deserving of...