Chipotle Mexican Grill — Restaurant in Cottonwood

I seldom write Google reviews for restaurants, especially if they are a “fast food-ish” chain restaurant, but I must say something about this particular Chipotle in Cottonwood. Firstly, I am aware that this is a newly opened location (live 15 miles away but was in the area doing some shopping at the time). I have heard mixed reviews, but had to find out for myself…. I have dined at Chipotle restaurants since the early 2000’s. I am also a resident here in the Sedona area, a food critic, Chef, and working in food / bev / hospitality for the last 20+ years. This was the most memorable and enjoyable experience I have ever had at a Chipotle in 20+ years. Everything was perfect from start to finish. I arrived late in the evening - and there were only 2 patrons ahead of me. I witnessed Hailey doing her best to accommodate the person ahead of me who was ordering something for someone else over the phone- it was tricky, but she kept her composure and handled it well, despite the fact that she had to run to the back for a few items that were being replenished for the front line. I knew I was in good hands. She had great communication with the Chef Chris, in the back of house. I ordered the same thing I always order : a veggie bowl with all rice, beans, fajita veggies, corn salsa, pico, tomatillo and hot salsa, lettuce and of course, the GUAC. It was so well cooked and plated that I had to walk back and personally thank them both! Everything was cooked and prepared so perfectly. The fajita veggies had color and were cooked “al dente” crisp but not raw, and had a nice grilled or “charred” flavor without being soaked in oil or being soggy or limp… the Guac was out of this world fantastic: I almost ate the whole bowl but stopped myself and ordered some chips to eat with it later. Thank you so much Chipotle of Cottonwood and thankyou Chris and Hailey for your fine work...

I ordered online at 12:00 p.m. with a guaranteed time of 12:40. I arrived at 12:40 and stood in the pickup line of 8 customers. After 10 minutes of no line movement, I approached the cashier. She asked for my order name and yelled it to the back employees. I waited another 10 minutes of no action. Finally after a 20-minute wait another employee came out of the back and asked who was waiting for an order. I informed her all 9 of us were waiting in line. I did get my guaranteed order at 12:40 by 1:00 p.m. If I had not said anything to the cashier, I would still be standing in line. To top off the 20-minute wait the drink fountain was not operational. I ordered three water cups which was a battle. In order to fill the water, the cup had to be held completely up to the dispenser. Most of the water sprayed everywhere. I didn't mind that, as water will dry. The food was good as normal but the customer service was the worst I've ever seen at any restaurant and I'm 66 years old. I met some friends there and they couldn't even place an order. Lori waited in line for 40 minutes and decided not to order has she only moved about four places in line. The response to Lori's complaint from this store was insulting. They simply acknowledged her complaints and stated if there is anything else they could do. I waited nearly half an hour over my guaranteed time. How about refunding my order cost? If I had not prepaid, my order would never have been taken as I simply would have gone to another restaurant....

I was so excited to finally have something new to eat in in cottonwood here like to go out for dinner to grab something really quick and I waited in line for a while which I get cuz I just opened but as soon as it was my turn to order I just got rushed through the line I was trying to ask what the kids quesadilla came with I wanted to know the difference between the kids and the adult and then as soon as she told me she just flipped the script to somebody else like she didn't want to take care of my order anymore she was so rude she just hurry up and then the next customer like I didn't even matter to her anymore and she didn't even want to do my order anymore just such rude service I did not like it I don't like the way that I was treated to me their food is okay everybody's food is okay but the way that I'm treated is what matters and they're a rude they're very rude and pushy I did not like it at all they would just smile a little bit more it would be okay I didn't like it and then when I got home and ate my steak bowl which is rice beans sour cream I have a jalapenos burning my mouth so I didn't like it at all I give it zero Stars I didn't like it I don't like the way that I got treated there at all and then I tried to call them so you can't even call Chipotle to talk to a manager or anything like that so I guess I'm going to have to go in there I guess I don't really want to but...