Chipotle Mexican Grill — Restaurant in Grandville

Came in on 8/15 at about 9:45pm & didn’t end up getting anything. We were both wearing black shirts and I had on light purple sweatpants. No one greeted us for probably 2 minutes even though there were at least 7 bodies back there. I was real thrown off at first because the line was disgusting, not stocked, dirty tables and floors, old splatters of food everywhere. Not a single surface was clean. There was a guy cutting food with 45 old food pans sitting right next to him. I mean every pan in the hot bar was fried and crusty, the girl had to go to the to-go line (also disgusting) for ingredients multiple times. They have a whole hour left of service and what, she plans to run back and forth for the next hour? An employee in a white apron was talking about farts and burps, everyone kind of walking around but not really doing much. Woman ringing us up made the previous order, touched the register then made our food, same gloves. No washing of hands. You need to have someone come down and help this store out, based on the horrible observations and previous reviews saying the same things. This store needs desperate help and a manager to get your employees to do their jobs. You will get someone sick. Oh but that’s not all of the unpleasant experience!!

Despite the disarray, I still ordered. I was actually looking at my man like…., babe you’re really going to eat this? We get all the way through for her to tell us the “terminal is down” and they can’t accept cash. My boyfriend said, “well we don’t have credit, so all this food is wasted. You should’ve told us before we ordered”, she then says “yeah there’s a sign on the door and right there” in a rude tone and then points. My boyfriend says “no one is reading that, you should still let people know before they order”. She says, “No I don’t have to”. The people in line behind us also had to do a double take and look at the sign, because it’s virtually invisible. So we left, unpaid for. After we turned our backs to walk out, someone chimes in, “Have a great day”…. That’s really what you want to say after 7 of you failed to greet us or say “we’ll be right with you”? Crazy work. The person who was speaking about burping and hiccuping (white apron - you’ll see him on cams!) ran after us once we were in the car, yelling but we decided to leave. So also risking the safety of your employees by chasing after a disappointed customer. That’s like customer service 101… do not escalate or follow someone off the premises. I couldn’t believe my eyes.

Needless to say I think it’s time for some surprise visits, maybe even one from the health department! I know this store makes bank, but you’re going to lose a lot of money if you allow the current staff to run it into the ground. I will...

I’ve been a loyal customer at this location since they opened, usually visiting 12–15 times a year. Unfortunately, the service has declined so much that we’ve decided not to return. Nearly every visit, they’re out of something. On our most recent trip, things were especially frustrating. At 5:30pm on a Friday night, not even during a rush, they ran out of chicken just two customers ahead of me. Those customers were given chicken from the to-go line, but when it was my family’s turn to order, we were told (by direction of the manager) that we couldn’t be served the same way. Since my entire family prefers chicken, we decided to wait until a new batch was cooked. When we returned to the line, the chicken was finally ready, but when I asked for steak for myself, they had just run out of that as well. Again, they refused to bring any from the to-go line. I asked to speak with the manager, explained the situation, and requested the steak from the to-go line which is something that’s always been done in the past. The manager initially refused, only agreeing after I pressed the issue. To make matters worse, every time we visit the restaurant the tables are dirty, and we end up wiping them down ourselves. This reflects a lack of care from management, and sadly, it’s been a consistent pattern. We love Chipotle’s food, but it’s clear the management at this location doesn’t value customer service. The owners should consider making changes, because right now it feels like the staff simply doesn’t care. It’s disappointing to see a place we once loved...

I received my order pretty quickly after we ordered. The steak on both my salad and tacos were ICE cold, as if they came out of the refrigerator. I had my husband and roommate touch and taste them to make sure I wasn't crazy, that steak had absolutely not been cooked fresh when I ordered. With the cheese directly on top of the steak, zero was melted at all. The "manager" who didn't identify themselves as such until I asked for the manager four times, told me that the steak was cooked to 150, the guac is stored around 30 degrees and since the steak was the only hot thing on the tacos the guac made everything cold. So in the 20 minutes it took to get from store to me, the guac took the steak from 150 to an equal temp in the thirties as the quac, with no signs of any of the food having been hot. Warm shells, warm cheese, any warmth on containers, no sweat or condensation on the lid inside the container. (Like in 2021 I've never ordered chipotle for delivery before so I have NO idea what delivery tacos taste like... how freaking condescending) I got a refund after demanding one because he just wanted to ARGUE with me about why the steak is cold. Never tried to apologize, I told him the issue and he immediately started arguing. So this food is not only trash, but y'all need to interview for manager positions a little better and not just hand it to the first 16 year old that sticks around longer than 2 weeks, that was the most infuriating customer service experience I have...