Chipotle Mexican Grill — Restaurant in Cumming

To Whom It May Concern,

I am writing to formally express my deep disappointment regarding a recent visit to your Chipotle location at 905 Marketplace Blvd, Cumming, GA 30041, on [Insert date of visit] at approximately 10:00 PM.

Upon arriving at the store, I was immediately struck by how filthy and unsanitary the entire restaurant appeared. Food containers were not stored properly in the heat-holding unit, but instead were placed haphazardly on a shelf on the side. Trash was scattered throughout the dining and prep areas, contributing to an environment that clearly fails to meet basic cleanliness standards.

More troubling, however, was the behavior of the staff. The employees behind the counter, who appeared to be a group of teenagers, were engaged in unprofessional conduct, including kicking and pushing each other, laughing loudly, and completely ignoring the presence of customers. At one point, I witnessed one employee pick something up from the floor and throw it at a coworker, and shockingly, I saw it land in one of the open food containers. This is an unacceptable food safety violation.

I asked to speak with a manager, and the person I was directed to — who was also behind the counter — refused to give me her name, saying, “You don’t need to know it.” This dismissive and disrespectful response only made the experience more frustrating.

As a longtime fan of Chipotle, I have never experienced such a level of disregard for cleanliness, food safety, and customer service. This location is not only putting customer health at risk, but also damaging the reputation of a brand that I previously respected.

I am requesting that a full investigation and corrective action be taken at this store. At the very least, I would like to receive confirmation that this incident has been reported and addressed by upper management.

Thank you for your attention to this matter. I look forward to your response and a solution that ensures this never...

My husband and I ate here yesterday. Our food was great, but the “service” I received when I ordered a third item to bring home to someone else was terrible. There were five employees working. Two were tied up with making what looked like phone/online orders, with the one young girl being in training by what I assume was the manager. The manager did acknowledge me and told me it would be a minute, but he didn’t make any eye contact, and he barely spoke up to me. He made as little of an effort to speak to me as possible.

One employee was busy making the meat, and that was understandable. There was another girl who was also dealing with what looked like phone/online orders, and that too was understandable. The fifth employee was a floater who finally waited on me after I had been waiting for about 10 minutes, and the only reason he came over to the counter was because a man came in, and he was about to skip over me to wait on him first! Honestly, the manager should have waited on me as a customer who was in their restaurant, since there was no line behind me, but it was made very clear that I was not worthy of any sort of respect.

When I worked in customer service jobs, I was taught to wait on the people who were there. It was really insulting that the other employee overlooked and ignored me, but jumped to go wait on the man who came in ten minutes after I just stood there patiently.

The kicker was the young girl who was being trained rang me up, and she treated me like a second class citizen. She did not even tell me how much my food was, and when I politely asked her, she responded with, “just put your card in”, as if I was a fly she was swatting out of her way. I have no idea who raised these people and who is even training them to be working in a customer service job, but this is sorry and lowlife, and I will not...

I have been a loyal customer for this location for some time now and ever since May the customer service has been awful. The manager has even made up excuses as to why orders have been wrong due to it being "busy". I have worked in the REAL restaurant business where I have had parties of 18 and got all their meals right but when a person can't add 4 ingredients to a bowl is a bit rediculous also with the fact that there is two-three people taking turns making the order. I have ordered online from them more than 10x's and about 8/10 of those times every bowl has been incomplete and they have compt two of the meals while I was telling them in person what to put on. One time I went in to pick up and it wasn't even finished and while I was watching them make my veggie bowl I noticed that they were out of Guac and instead of telling me they were in the middle of making more or that it would be a sec, they completely just slid it by To the register w/o a word I found out when I opened it to eat that there wasn't any. What if I had gotten myself a chicken bowl and added guacamole and didn't see them do that? They would have charged me for the guacamole that I never got. I have also gotten nasty looks from this employee when I kept telling her I order extra veggies and lettuce and she hardly put any on the bowl. Another time they only filled the bowl half way where at other locations they fill the whole thing up to the top of the lid.

This locations is the absolute worst I have been to yet. Only two employees there actually care about their customers while the newer ones are rude. I believe there has been a change in management because I have never been to such a poorly ran fast food restaurant, they make McDonald's look like they...