Chipotle Mexican Grill — Restaurant in Gilbert

This location has gone downhill since Caesar (manager) was promoted and left working at this location. The major difference you see right away is cleanliness. My husband and I take our orders to-go, so I cannot comment on the dining area. But the food line is constantly dirty; food debris litters everywhere right up to the register; sour cream smeared under the foil of the burritos. Poor to moderate service, but once again, since Caesar left, employee attitude has also plummeted. Not very friendly nor listen to requests very well. It feels like the employees are just going through the motions of working there with minimum effort. Also, charging has become severely inconsistent. Usually before, when something cost extra, it would either be listed on the menu or posted as a sign on the glass separating the food line from the customers. My husband and I have been coming to this location since it opened over 10 years ago every week, once a week. He gets extra salsas to go with his chips and has never been charged until recently. There is no indication of extra charges on the menu or the sneeze guard glass of this extra charge. And it is not a consistent charge; it largely depends on who is at the register. I have contacted Customer Service numerous times; first response was an apology and a refund. Second time emailing the same CS representative with responding to the same email had her initially telling me that Chipotle leaves the decision to franchise owners to determine if salsas cost extra. I explained that we were never charged before, and this is the second time I'm complaining of this issue. I had also asked for clarification on the charging and received no response to this request, not did I receive a response asking for this matter to be resolved so this doesn't occur again. Reply email simply have apologies and a refund. Couple weeks went by with no extra charge. Then we got charged again. Some broken record deal with CS. Didn't happen again for another week or 2, then just happened again. But this time, the extra charge was about half of what the other extra charges are. I'm getting super frustrated with the lack of action from CS and the lip service they provide. If the salsas cost extra, that's their call. But it needs to be posted somewhere so customers are aware and be consistent. I feel like each cashier makes it up as they go.

Update 06/07/2024: Issue still keeps occurring and...

First time dining at this place - I mentioned this to the server first off. Considering I told them I was new- it would been great if they had told me that some of the "food/ingredients"- had an extra fee - instead they just asked did I want guacamole, did I want that weird white sauce, did I want the chips ( all extra fee items were offered along with all the other options of "foodstuff/ingredients"- SO AS U CAN IMAGINE…the cost of my little bowl of Mexican theme items of extremely low cost value and low flavor value.. ended up costing close to $18.00. Total waste but the clashing characteristics of varied textures and temperatures, minimal flavors and tastes, were as suspiciously awkward as the warm white cream douseing the bed of cold lettuce packed on top of hot beans and corn etc in a collaboration of rice and tiny specks of cilantro perhaps. AND the way they just scoop and slosh these ingredients up reminded me of a food line in a correcttiinal facility. Somehow the way these items were cooked managed to detract the joy from the most basic combination of rice and beans. Chicken was the hard type of cubed chicken, and although these flavors are pretty simple and compatible this was not the case. This was a fail of an opportunity. I'm guessing chipotle has a cult following who knows secret bowl combinations etc. but just a word of warning if you're new to this chain I advise asking a regular what exactly to order. And you can skip the chips priced around 2.00 unless of course you can afford a twenty dollar fast food lunch that fits in a cardboard bowl you can hold in the palm of yr hand and you really don't care how it tastes. Needless to say I did not eat for pleasure i ate as much as possible on a short lunch break so I could get through the day. This item is not suitable for saving for later and therefore much ended up in the trash. Good luck friends..please do ask a trusted regular what to order and on the day of my visit the chips also failed to maintain their integrity if they ever had it, a bit too much of a pinch of lime aiming for authenticity...

We've been going to this Chipotle every week for a little over a year now. Chipotle continues to be the leader in quick, healthy(ish) food that still feels like you are getting what you paid for. Everywhere seems to having its struggles in a post-pandemic world, but for the most part, this Chipotle has delivered excellent results. We only ever use the Mobile ordering system, and I'd say 8 out of 10 times the order is ready when we arrive at the time specified at the app. A few times we've arrived to absolutely 0 people in the main line, but only one person working diligently to get the online orders out. I understand it can be frustrating, and I always wondered why the other staff aren't allowed to hop in and help, but like I said, this is not the case all the time. The food quality has been consistent with us, as we always order the same thing. On occasion (as with any Chipotle), I don't feel like I got a full scoop of 4 oz of protein...but again its rare. My GF is vegan and always orders the Sofritas, and on several occasions, she has found one single piece of steak or chicken in her bowl. It doesn't happen often to deter us from ordering again, but its a nasty surprise for her. I'd say that is the only negative to this place, and why I marked it down a star. I enjoy eating this meal once a week, but would ask that the staff who makes the orders, take a little time to make sure there isn't cross contamination with dietary restrictions like that. And I don't know what it is about making the chips, but every bag is a gamble of whether we are going to get completely stale, overly salted, saturated with oil, or...