Chipotle Mexican Grill — Restaurant in Green Township

Where do I begin? Do we address the speed of service and effectiveness of their execution? The friendliness of the staff? The state of the dining room and bathrooms? The food quality?

Let's start from the beginning. I pulled in around 6:30. Prime dinner time. The parking lot was kempt and moderatly full. The single extra star given for "atmosphere" was because of the parking lot. Being winter, it's easy for trash and snow to get out of hand. I understand nobody wants to go out in the cold.. but somebody at this location cares enough to keep their lot looking pleasant and inviting. Points for that.

Then you walk inside. And the memory of their inviting parking lot is erased. There is a total of 2 tables occupied by dining guests. Majority of the other tables had debris and trash on them, the ones that looked relatively clean, had the chairs askew and clearly they had been freshly used. All in all.. there was not a single place to sit (unless you enjoy that reminiscent feeling of a 90's McDonalds play area). I will let you all draw your own conclusions on the state of the floors.

The line was just about to the door. The employees on the line were not making any orders but doing a quick line sweep/wipe down. While they were doing this, there was a cashier and [what I assume was a] shift leader standing at the registers. The ladder looked like they were scrolling on their phone behind the register, but I always try to give the benefit of the doubt.. maybe it's an iPad for temp logs or a door dash tablet.

The two kids running the line were fine. I was greeted, they worked together to move the items down the line and you could tell they had a good rapport with the lady running the grill. In my past experiences, I've seen this location out of every possible protein available during dinner. All in all, the two of them, their cook, and the cashier were this locations redemption.

You would think that while the two ladies at the registers had those extra 7 minutes or so (between the line sweep and restarting the line of guests) that they would work together to expedite the customer experience. The shift leader reacted when a customer notified there that they were out of napkins, in which she went and handed him napkins (I did not see her stock any or delegate). The cashier however, was another teenager. She wiped down the tables and even pre-bussed the few guests that were dining when we entered. Impressive training or delegation.

I assume nobody is reading this at this point. I'll give them a point with much chagrin for charging me after I'd already cashed out for the guac I'd ordered plain and clearly. Points for getting that sale and extra points for the girl on the line, she remembered like 5 sides and specials flawlessly while communicating it to her peers. I take a point away for the quality of the food. If I can find a protein that doesn't have something chewy and inedible throughout every bite, I may have to start trekking across town to qdoba. I dislike spending $20 on a burrito that I ultimately pick all of the protein out of.

All in all, I can't figure Chipotle's business model out. It's always dirty, but the staff is always either spot on or indescribably unmotivated. Do they not pay their managers enough? Is there not a bonus structure in place to motivate these kids and young adults to pep up their step?

I find it difficult to blame a staff for these things falling through the cracks. The shift was friendly, genuinely so. The staff was friendly as well, even the ladies in the back. It's rare that you see that aspect, but hey- why so dirty? Why so chewy? Why...

Placed a pick up order via the app while I shopped at the nearby Sam’s for some reason the app didn’t choose this location which was approximately 200 ft instead chose a better location which I’m glad prepared my food in the end and didn’t mind the drive further to the Westside. I went in the drive thru line despite knowing that this was probably the wrong location. Once at the window was greeted weakly if not at all by the young lady by saying name on the order. I asked her if this was the Harrison location. She replied girl this northbend mind you this was a child speaking to me an adult so I’m already irritated because of the length of time waiting and the snarky response from said employee. She then went on to say well you can call them. now I understand that there was an error made partially my fault and the chipotle app fault but the manner in which this young lady addressed me was rude and uncalled for. Her final words were it’s cold outside so I’m going to close the window. I had some shopping to do so I couldn’t dwell on the situation further but I didn’t let it go. I reached out via the app to pepper the bot and spoke with customer service agent but I am still not satisfied with the employees attitude and snarky responses. I didn’t eat from this location because my food was actually at the Harrison store which in the end was the better store better hospitality and good food. After reading the reviews from this store I understand why it has a 2.5 rating that is actually high for what I expected. In this climate hire employees that value their jobs especially dealing with food service and hospitality. People Are working hard for their money we would like our service to reciprocate our dollars...

I live close to both Hamilton locations and the Colerain Avenue location. It got to the point where I was Hitting the customer service button every other order. I remember when Erie Boulevard did my cold items wrong three times in a row. Like they did the first half correctly and then they must’ve switched up the orders. I drive about 15 extra minutes to go to Westfork. They really give you extra if you ask for extra. It’s never been wrong. Unlike the Main St.,, Hamilton location, I’ve never sat there for almost 20 minutes watching employees about, and none of them Making eye contact with me as I’m waiting in the drive-through, looking at my food on the shelf lol. I have no idea why this location has low stars, probably a management change. I worked at Chipotle for over six years. If i say a store is exceptionally good, it’s definitely good. It definitely saved me as a lifetime Chipotle lover. What I will say, as Company though, they really need to step up their game and other stores Or allow customers to send pictures of their items. I was definitely given pushback a few times because of how many times I’ve reported my bowls being made incorrectly But I have never once lied about my order. Honestly, if it wasn’t for this location, I probably wouldn’t...