Chipotle Mexican Grill — Restaurant in Elgin

My husband and I love Chipotle but we will never return to this location. We been hoping for a Chipotle on our side of town for years and we were excited when this location finally opened up. We finally had a chance to check it out and it was an unpleasant experience. The minute we walked in, it didn’t feel like a Chipotle. It seemed dirty, food all over the counters and none of the staff even welcomed us for a good couple of minutes. We were standing at the counter ready to order and the girl behind the counter was switching out trays but couldn’t even say hi or be right with you. Nothing. There were 3 of them behind the counter and not one of them said anything. Then we finally ordered our food and I ordered a bowl and let me say... I had Chipotle 2 weeks prior in North Carolina while visiting and the food and service was amazing so when the girl was making my food at this location and it seemed so empty I was not happy. Then they made my husbands food and he asked for a burrito and she started making a bowl. He told her he wanted a burrito and she started arguing with him saying he wanted a bowl. My husband never orders bowls from Chipotle. We ordered chips and guacamole. The girl at the register didn’t seem interested in helping the staff when the line got long. There was a nice older lady who was putting the chips in the bag and asked the girl at the register to help and the girl at the register seemed annoyed that she had to help so the lady told her to put the chips in the bag. We paid and took our food home. We both didn’t want to be there another minute. Before we even tried the food we already said we won’t be returning to this location. We went home and my food was alright but it didn’t really taste like I was eating Chipotle and the chips were stale and I love me some guacamole but the guacamole seemed old and I couldn’t even eat half the small cup they give you. I’ll be leaving a review with the main corporate office because like myself and my husband we were so excited for this new Chipotle. You would think being new the service and everything would be top notch. They need customer service training and more. Like many others we will continue to make the extra drive to eat at a different Chipotle in the future or we will eat Moe’s down the street. We will never return to...

Very poor customer service placed an online order approximately 9:15PM EST this location close at 10PM. Received an email from Chipotle around 9:30PM alerting me my order was ready for pickup. As I walked inside the venue to pickup the order I waited for about 14 minutes patiently for assistance an employee approached me asked what was I waiting for. I told her I had two orders and what names they were under, she then said we don’t have any soft tacos so we’ve been just fixing bowls. I said that’s fine I’ll settle for that. Walked back outside to my vehicle to give them additional time to fix my order, another 20 minutes go by and I went back inside just to be told by the manager that she can’t locate my order, I showed her the order on my phone via the email that was sent from Chipotle. I also made her aware of what the previous employee told me after i came inside the first time. The manager also informed me they were out of steak, I politely asked her to cancel my order and she informed me she could not cancel the order, and that I would need to contact Chipotle corporate location. Customer service and management is horrible at this location terminate everyone starting with the white prejudice manager that was the closing manager on Friday, March 12, 2021. I will never support this franchise again and I’m still waiting on...

After reading some of the previous reviews, my review mirrors the rest of the 1 star reviews. First off, the parking lot is TRASHY. So trashy that cups and bags live in the bushes on the side of the building. Walking in the door, my first response is looking at the floor seeing old, dried up drag trails possibly from trash bags being dragged outside and the floors haven't been swept or thoroughly mopped in days. The server was nice but the beans were so dry in the pans until they were white. Serving station was sloppy with food thrown everywhere. Staff too busy wanting to stand around and talk to each other and look at the customers like they are lost. It's at the height of dinner time which is 5:00 p.m. on Sunday and no drinks were refilled in the drink station. The lady running the cash register isn't all that friendly. Went to use the bathroom and no tissue paper in there at all and when I asked the lady who looks like a manager running the register for the tissue, she gives me the roll. I have experience in food service as a Supervisor in a few Chain restaurants and never thought I'll see some terrible, disappointing, unsanitary, unacceptable, unprofessional, customer service. I agree with the young lady, that said, I don't want a link for nothing free but for the atmosphere/ culture at this restaurant to...