Chipotle Mexican Grill — Restaurant in Highland Heights

Diners beware. Skip this place and go to Qdoba across the street or the chipotle in Mayfield, it’s well worth the extra time. This is quite possibly the worst chipotle I have ever been to. Time and time again they’ve proven it. I went here because it’s the closest to my house but never again. I walk in at 930pm, 30 minutes until closing, and there’s only 2 people in front of me with 1 employee working the line. 1 employee working the line, 3-4 cleaning up the establishment, and I mean cleaning up for the night. The grills were pulled away from the walls and the employees were wiping the walls down, cleaning the counters, another one switching between counting the tips where the customers are supposed to sit and checking people out. All this could be made right with a good chipotle dinner if only that’s what I got. I ordered 2 bowls with tortillas on the side. Theres no fresh food out so they’re scooping the portions to make it last. I had to order double rice on both bowls to try and get a normal portion. Had to get half chicken and half something else because there wasn’t enough chicken left and of course none cooking on the freshly cleaned grills. There was no lettuce in the container so the employee had to walk somewhere else to get me a scoop of lettuce. As they were finishing my bowls I had to once again ask for my two tortillas. I checked out at the register, informed her I was waiting on my two tortillas. She said ok and went back to counting tips (at 930!). A couple minutes went by and she kindly came to check on me, she asked if the gentleman knew if I was waiting for my tortillas to which I responded I told him twice. She had them get them for me and when I was watching them do it another customer was asked what kind of rice and he looked at the options and said “I guess I have to get brown”. There was no white rice and no indication they were getting any more out! But at least the kitchen was cleaned. 30 minutes before closing. When the options is available we prefer to go to mayfield but with this one so close we’ve been forgiving with the lack of service but not anymore. By the time I got home, a 90 second drive, my food was cold, most likely because it was sitting for an hour before I ordered. Do yourself a favor, avoid...

The worst Chipotle I have ever been in, and I seek them out everywhere I go on trips. They should shut down this place for training, and the owner should lose the franchise (is Chipotle a franchise?). It's around 3PM. Walked in the door and was greeted by an employee in their Chipotle shirt etc., sleeping, sprawled on a table. It's astonishing they could sleep, because the hip-hop music was SO LOUD. No, LOUDER THAN THAT. No, I mean SO LOUD I didn't hear the guy who came in behind me, asking if he could jump ahead and pick up his order. He had to yell in my ear. Did I walk out? Should have, but I was already in. The place wasn't clean, wasn't dirty, it just kinda was. There was no one eating inside, obviously, because, well, it was REALLY LOUD. And it's weird anyway with that sleeping co-worker everyone ignored like it was an everyday thing, and no one bothered to care about or prod to life so maybe customers wouldn't have to see that. The guy who took my order and made my burrito was good, but had already moved down past the stuff I wanted. Every. Single. Time. So he had to come back over and over again, while I YELLED what I wanted. His prep area was reasonably clean, but the food prep "finish" was bad. By that, I mean, the rice was obviously rushed, not well mixed, and the meats were all cut up in huge chunks. That's all just lazy, and I-don't-care. Never seen such giant chunks of meat in my burrito. Got to the register, and the super-hyper guy there had already rung me up. But I want chips, so he rung up again. No, I also want a drink, so he rung up a third time. Nice enough guy, just a little too hyper. Finally good to go. The drink machine worked fine, the sauces were there and the little cups, and forks, and that area was reasonably clean. Escaped outside, there were just two tables with a couple chairs. There were other tables scattered, jammed against a wall, but no other chairs. That's another fail that didn't need to be. There are a couple other Chipotles...

This Chipotle is so bad that it's a legend among other Chipotle employees in the area. Go to another Chipotle and ask them about the location on Wilson Mills Rd.

About 50% of the time I found myself here, the employees made up some reason as to why they can't operate at full capacity (credit card machine down, credit card only, exact change only, online orders only, etc). During the other 50% of visits, there were multiple people behind the counter milling about while one person serves the line, making the wait time insane.

One time, I witnessed the manager instruct another employee to use a grill utensil to scrape dried cheese and sour cream off of the counter. I burst out laughing and told the manger that the operation she was running there was a complete shitshow. Why did I ever go back there after seeing this occur right in front of me? Because I hate myself, apparently.

Complaints filed with Chipotle corporate are seemingly handled based on some kind of new "empathy" training:

We want to treat everyone that comes into our restaurant with a high level of respect and care and I am sorry that you did not receive that. I will be following up with the Highland Heights management team to ensure you and others will be treated properly in the future.

Respect. Yes, Nathan, that was my problem. Respect. Not the gross violation of basic health codes. That email was back in August. It's now the middle of December. Snow is falling lightly on the ground, and Northeast Ohio prepares itself for Christmas. Meanwhile, this Chipotle is still a steaming shitshow.

Avoid this place. You have...