Chipotle Mexican Grill — Restaurant in Fairfax

Visited Chipotle located at 11062 Lee Highway, Fairfax, VA 22030 on 6/24/21 at approximately 1:57p.

I sat in the back of the restaurant near the windows. A couple and her children were exiting the building and I noticed the young boy stop and start staring and looking towards the floor near my seat. I looked down when I noticed and saw a mouse running across the window seal. The young boy said, “that’s a rat.” I got up immediately and threw everything in the bag and went straight to the register to receive a refund at 2:14p. I quietly told the employee they have a mouse in the restaurant and asked for the manager. My order total was $14.25 and I requested a full refund as I would not be eating anymore than I already had. The manager and assistant only refunded me $8.75. I asked about the remaining balance and was told they were only refunding the amount for the chicken burrito and not the additional sides of guacamole and queso. I accepted the partial refund and exited the restaurant without stopping the additional 10 guests that had entered to place their orders.

I did not receive an apology regarding my experience and I am extremely disappointed as to how this situation was addressed.

Mice or rats are not at this location for no reason. Rodents are located in places they feel welcomed and will not be out during the day if not comfortable. This was disgusting and I will NEVER return to this location.

Update 7/7/2021:

Chipotle corporate contacted me on 6/28/21 regarding my experience. Corporate apologized and processed the remaining refund of $5.50 and sent 3 free entree rewards. Corporate also informed me they contacted their health department and would be sending someone out to speak to the staff and inspect...

Do no support Chipotle any longer and even more do not go to this location. The girl in the line (Ariel) told my daughter (which looks Indian) to go F' her mother in spanish after my daughter asked for more lettuce. Once my daughter asked her in spanish to repeat what she just said the girl Ariel ignored her acting as though she had no idea my daughter was speaking to her.

I called to speak to a manager and the manager Manuel Sanchez refused to give me his supervisors number. Manuel Sanchez told me he didn't believe my daughter because he's known the girl Ariel for 10 years and didn't think she would do such a thing.

He also told me that he would not give me her name so I could file a complaint because he takes care of "his people".

He also told my daughter the same thing and was surprised when my daughter told him, this shouldn't be about race, its about how she was treated. My daughter also told him that she spoke spanish and could understand everything the women was saying.

I've spoken to the General Manager Scott Linkow and he also refused to give me his boss' name and number, and also refuses to fire the employee that told my daughter to go F**$ her mother after asking for a topping on her burrito.

The managers dismissed my daughters complaint and request for a manager due to her age and her race.

When my daughter left she turned back and saw the manager simply smiling and shaking his head as though she was just some stupid kid.

They should not be allowed to get away with discrimination such as this and hostility...

I placed an order through your app. The minimum order for delivery is $10 so I ended up ordering one of these high priced Mexican Coca-Colas to satisfy the minimum. I can't blame the restaurant for it arriving to me late because that's on doordash. I can blame the restaurant for not having my Coca-Cola with my order when it was delivered. When I call the store to let them know that I did not have my Coca-Cola they treated me like I'm lying to them by saying that it didn't come up on the order while I'm looking at it on the receipt on your app. I had to leave my office drive down to your restaurant and show you the receipt before I could get my Coca-Cola. Now logic would tell you if the minimum order for delivery is $10 my order was for chicken tacos and that is $7.50. The Coca-Cola is $3.00. The total is $10.50. My full total came to $14.17 with delivery and taxes. I was not greeted well when I entered your restaurant it to show you the receipt and then I was blamed because it did not print out on the receipt at the restaurant. I spoke to a crew member and the manager and neither one of them offered an apology. This is poor customer service. I never should have had to leave my office for this incompetence.

Update: Thank you for contacting me regarding this issue Chris, Customer Care Coordinator. I really appreciate your prompt attention...