Chipotle Mexican Grill — Restaurant in Concord

On April 1, 2025, around 9:30 PM, we visited this location. Despite having an hour and a half until closing, the staff was already cleaning up. There were three employees present, and we waited for a few minutes before one of them finally approached us.

After placing our order, my brother noticed that the sour cream looked old and watery. He politely asked for a fresh replacement, but they ignored his request and used the same sour cream. When we went to pay, the manager was at the register. My brother apologized and mentioned, “I know it’s the end of the night, but the sour cream looks old and unappetizing.” Instead of addressing the concern professionally, she responded, “You should say it in a nicer way.”

My sister then replied, “You have to be nice so we can be nice to you,” and added, “As a manager, you should be professional and not speak to customers like that.” The manager claimed she was being nice because she provided a free side of sour cream. My sister, who previously worked at Chipotle, pointed out that sour cream is already free. The manager dismissively replied, “That was six years ago—things have changed.”

At that point, she became aggressive, raising her voice in front of other customers. I calmly asked her to be more professional, reminding her that she was the manager. Instead of diffusing the situation, she raised her hand in my face to silence me and said, “You be quiet.” This was completely uncalled for. Upset by her behavior, I told my siblings to leave the food and walk out. As we left, she told us to “get out.”

When my brother returned to ask for her name, she refused to provide it and said, “I refuse to serve you. Get off my property, or I’ll call the cops.”

Following the incident, my sister contacted customer service and submitted a complaint through the website. She was assured the issue would be addressed within 24-48 hours. However, when they followed up, they simply asked what we wanted them to do. They claimed they reviewed the security footage and “didn’t see anything.”

Seriously, Chipotle? This is how you handle customer concerns? Your staff can mistreat and humiliate customers, and you do nothing? This is completely unacceptable...

I enjoy Chipotle food, but this place is so horrible and the service is disgusting. Tonight around 8:30 or so I came here w my boyfriend and we live nearby so it’s easy and convenient when we don’t want to cook.. I don’t know why but the service has changed. There used to be young guy workers there who were atleast tolerable to deal with in customer service. But now the workers are young girls who are completely rude with nasty attitudes and don’t care about customers. I don’t know the young girls name but she is so rude and this was the second time she’s made my burrito and has given me barely to anything on the burrito. Why am I paying $12 for a tiny baby burrito?? I had to get beans on my burrito just for it to look bigger, I didn’t want beans but the burrito was so tiny I had to ask her to remake another one and add beans, she took the burrito I initial had and added the stuff inside the new burrito, but it was still small and she didn’t even offer to put more ingredients like rice or beans inside of it. Yet she tends to have given more on the tacos my boyfriend orders than my food. come on. She’s absolutely rude and it makes me want to say something but I don’t want to embarrass her in public. I refuse to come here now because I am not getting what I pay for. It’s sad to have to go to another chipotles because of this shitty customer service, this is not the first time this has happen. I’ve worked in customer service for 3 1/2 years.. so I will speak up when I see horrific customer service, this is so disappointing definitely not gonna come back here if that...

I come here often. I usually see the same people working. It was about 2:45pm on Sunday and I was picking up lunch for my family. I don't mind waiting, if I want something faster, I now where to go. It was the major attitude the employees had this visit.. It seems like the girl ringing me up was off at 3 so she was in that "mode" if you will. First off, I didn't get one smile, it was just pure attitude. Second, the cheese on my quesadilla was not melted since she was rushing. Third, someone in front of me who had clearly planned to eat his meal in house, asked for a togo lid and bag for his bowls, because his small daughter was freaking out. I totally understand why they would need to take their food togo, but the lady ringing me up barely looked at him, rolled her eyes and started talking smack about him RIGHT in front of me literally as she was ringing me up for my meal. Talk about awkward and just flat out rude. It's chipotle, so the food is consistent with the other ones, but the manager needs to check the...