Chipotle Mexican Grill — Restaurant in Harrisonburg

If I could give this location -10,000 stars, I would.

Tonight, I placed a to-go order online, and the app indicated it would be ready in 20 minutes. When my boyfriend arrived to pick it up, the employee at the counter informed him that they didn’t receive my order. When he showed them the confirmation number, time stamp and order details, he changed the narrative and said the worker that took online orders was not there and that there would be a significant wait. There were 3–4 staff members behind the counter and only two customers in line.

My boyfriend asked if he could order normally and show the order confirmation with the timestamp and location to verify the order had been paid, but the worker refused. When he requested a refund, the employee stated that I would need to call Chipotle myself or speak to the manager. When we asked him to go get his manager, the worker shrugged and claimed he didn't know where the manager was.

I then called Chipotle customer service. While I was on the phone with them, the employee at the store also told my boyfriend that now didn't have queso to make my quesadilla and that it would take 30 minutes to prepare it. When he clarified that we needed regular cheese, not queso, the worker hesitated and then admitted they didn't have that either. My boyfriend observed that the cheese station was FULL.

When my boyfriend requested to speak with the manager again while I was on the phone, he was told it would take 30 minutes to reach them due to the store being busy. However, there was only one customer in line at that time. They then proceed to ignore my boyfriend and they all walked away completely from the station leaving him alone at the store. As my boyfriend was leaving he heard them laughing in the back.

The behavior at this location is astonishingly unprofessional and deeply concerning. It felt as though we were trying to communicate with individuals who were unable or unwilling to assist.

Ultimately on the phone, Chipotle customer service apologized profusely, issued a refund, and provided a free entree. However, I will never return to this location. After customer support told me they would escalate this issue and encouraged me to email corporate, I hope they will take immediate action to address the issues at this store.

If you're in the area, I'd strongly advise avoiding this Chipotle...

i almost never order pickup in person at chipotle for the very reason why i'm writing such an awful review. universally chipotle workers seem to have an attitude with every customer they encounter, but this location seems 10x worse about it. ordered a burrito for pickup at 6:20pm and pulled up to the window to pick it up. got there at like 6:25pm but didn't actually get my order until 6:30-6:35pm. could literally see workers walking around through the window and make eye contact but they were ignoring me and my mom for the longest time. finally got my order and the girl at the window was so rude? no "hello how are you", just a quick "whats the name" and handed the order to my mom with no thank you or have a nice day, then shut the window with an attitude.

i'm not one to be a karen, trust me i worked as a barista for 2 years i know how hard it is to be in food/customer service. people can be aggravating and one bad interaction can affect your mood at work. but that's no excuse to take that out onto customers that aren't even doing anything. i'm not asking for y'all to smile ear to ear and be bubbly 24/7 because y'all are human, but common niceties is standard for any customer service job and it's weird to get an attitude with every single customer you encounter.

on top of that interaction, the food was awful! i ordered guacamole on my burrito and it was nowhere to be found. there was maybe a single sprinkle of cheese. the rice was SO undercooked that it was nearly crunchy, and there was so much of it despite me ordering light rice. will NOT be ordering at this location again. anyone considering getting chipotle in hburg just go to qdoba or something because it's...

AWFUL. This is my second time here. I actually live closer to the other Harrisonburg location which is also terrible. Are these the same operators? First visit I ordered online with drive thru pick up. Arrived 10 mins after it was supposed to be ready and waited 25 mins in the drive thru line. Every vehicle that stopped at the window had to wait for their food to be made. If it isn't ready why not have the car pull up into one of many designated pick up parking spots and move to the next customer? Probably because none of the orders were ready.

Today we arrived at about 2 pm. 3 customers eating in the store. Drive thru empty. 4 employees behind the counter doing pretty much nothing. Because I wanted a quesadilla I had to order online due to Chipotles stupid digital only policy. Said it would be 15 mins for 2 quesadillas (carnitas and carne asada) and a chicken bowl. Ok. As I sat in the restaurant with 2 customers who were already eating i watched the 4 stand around. At about 20 mins they finally started making my food.

Here is where it gets good. We decide to eat there in the restaurant. My daughter eats a few bites of her quesadilla and says "Dad is don't think there is cheese on this." I realize that my QUESAdilla doesnt have cheese either. So I walk up to the counter and wait for someone to acknowledge me. I tell her that there is no cheese on my quesadilla. She asked what i ordered. Then showed her that my QUESAdilla had no cheese. After she asked someone in back she said she would make new ones.

So I won't go back there. I am not sure how a huge chain can have such...