Chipotle Mexican Grill — Restaurant in Danville

I am beyond livid with my recent experience at Chipotle. This place has completely lost my trust and my business after what can only be described as an absolute disaster of customer service. I’ve been a loyal customer for years, but what happened today was simply unacceptable and, frankly, outrageous.

I ordered half chicken and half carnitas, as I have done countless times before. Instead of accommodating this simple request, I was charged for a double portion that I never asked for. When I politely tried to discuss this blatant overcharge with the staff, I was met with arrogance and hostility. This was not just poor service; it was an outright refusal to acknowledge a mistake.

When I requested to speak with a manager, hoping for some semblance of professionalism, I was instead insulted. The so-called “manager” had the audacity to tell me, "I should learn to manage my wife." This is beyond unprofessional—it's demeaning and disrespectful. No customer should ever be treated like this, and if I could give 0 stars, I would.

But the nightmare didn’t end there. When I asked for some of each salsa, something I’ve done countless times at Chipotle without issue, I was suddenly informed that I’d have to pay extra for more than one salsa. Are you kidding me? Never in my entire Chipotle experience has this been the case. And to top it all off, I was told that sour cream and guacamole were also extra. While I understand guacamole usually costs more, charging for sour cream and limiting salsa options feels like pure greed. It’s clear that this location is more interested in nickel-and-diming its customers than in providing a decent dining experience.

After thoroughly researching Chipotle’s corporate policies, it’s evident that what I experienced was a complete betrayal of the company’s stated commitment to customer service. While extra charges for certain items are standard, the way this was handled today was absolutely not in line with Chipotle's promise of a positive and welcoming experience. The staff at this location failed on every level, and the lack of basic customer respect was shocking.

Let me be very clear: unless this is rectified, I and my entire family will stop coming to this location permanently. We have been loyal patrons for years, but we will not support a business that treats its customers with such blatant disrespect and disregard. I urge anyone reading this to think twice before dining here—unless you want to be overcharged, insulted, and completely disregarded, avoid this place at all costs! Also, a response on here from an automated system or bot does not address this to the person or to the public. The link does not result in a resolution. This has been...

!!!UPDATE!!! Nothing much has changed. This is the worst Chipotle I've ever been to. Your workers do not care, and they need customer service skills. On Wednesday, July 31st, I placed an online order that was supposed to be ready at 7:10 p.m. I arrived at 7:15 p.m. and left the store at 8:20 p.m. My online order was not ready, and they were not offering quesadillas, so I got the tacos, which was a cheaper item; however, a refund of the difference was never offered. They were out of queso and brown rice when they redid my order. They originally told me it would take 10 minutes, but Chipotle took 40 minutes or more to prepare those items. Once they completed the order, they wanted to see my receipt for the order which was already confirmed when I arrived over an hour ago. I showed them where the amount came out of my banking account, but that was not good enough. So, I had to pull up the information on the app again in order to get food. It was like they were holding three tacos hostage that I had been waiting for more than an hour to get. As a service worker, I would not think about doing that to someone who has been sitting in the store longer than most people do when they get food and dine in. After all this, they were unapologetic and only made up excuses for not doing their jobs effectively. Their attitudes were nonchalant and dismissive. This experience has significantly impacted my perception of this store, its management, and its employees.

Older Review It amazes me how lazy workers are today. They don't seem to understand that customer service and courtesy keep your business. Going to a place known for their special chips and the workers saying they're not making anymore tonight is like McDonald's saying we're not dropping any more fries. It took one worker 5 minutes to make a burrito. Slow, nonchalant, and despondent employees who feel I need them more than...

As an avid chipotle fan, the vast majority of these reviews are not genuine (look at their timing and dates and lack of comments), so let me give you an authentic one. This place is severely disappointing and clearly not suitable to this area. Do not waste your hard earned money like I did foolishly.

From my experience since they opened, the worst is that:

-- Your portions will be uneven and what you are given is minimal. A slave from 1665 was fed better. Yes, a $1 taco from Taco Bell will leave you much more fulfilled. If you go (God bless you) order in person not via the app, and speak up when you see them giving your short portions.

Rice is cheap, so if you go bring your own to make up for the 10 grains they give you. "Double" gives you the normal size portion, and normal gives you a kid sized meal if that. There is no excuse for an $11 burrito/bowl to be less filling than 1st grade lunch.

The ways the burritos are assembled is just wrong, and it often takes them multiple attempts to do so. My first time there the poor girl could not wrap the burrito and it took two of them to do so. Months later, the same problem is still occurring. I would tell you to get a bowl, but read my earlier statements about how little food you get.

The staff always has a deer in the headlights look and seem unprepared for anything. I'll just leave it at that.

The food is great, but you get too little to enjoy it and the entire experience is just abysmal.

I'm not trying to be rude or disrespectful, but the truth is rarely nice. This place clearly cannot survive in this town so its best to just close up shop, or it needs to have an extreme overhaul in its...