Chipotle Mexican Grill — Restaurant in Hillsboro

I had a super complicated experience with this location today and I don’t think I’m going to order food here anymore. Fortunately, I’m located right in between this location and Cedar Hills, so I have options.

I decided to try the Chipotle delivery service today, not being aware the food is delivered by DoorDash, not Chipotle. When the food arrived, I opened my container to find someone had already eaten at least a third of the meal out of my container. This was a pretty upsetting event. I hadn’t eaten all day, I was super hungry. I have disordered eating—sometimes I forget to feed myself, so I heavily rely on food delivery some days or even weeks. I was pretty hangry and unsure of what to do. I needed a resolution that ended up with me getting the food replaced, not simply a refund or a coupon to come back another day.

I called the restaurant to see what they could do to help me. A guy answered the phone and told me I could make a claim online or head down to the restaurant to get the meal replaced. I have a toddler and really didn’t want to leave the house, but I decided to drive over myself to replace it, telling the guy on the phone I’d be on my way. I asked him if I could tell him my order and he said he’d just look it up when I arrived. I also texted the delivery driver and basically told her she sucked for eating my food and sent her a picture. She claims it wasn’t her—she went for the ol’ “I’m a vegan,” excuse and said the bag was sealed when she picked it up. The “seal” is just a sticker that could have easily been peeled back then “resealed.”

I got to the restaurant and the dinner rush was already in full swing. I corralled my child around the line of people and walked directly to the cashier. I told the person at the counter I was there to get my meal replaced because someone had eaten part of my food. He started to tell me I’d have to call it in to Chipotle’s customer service line and get a refund and this and that. I was like “No, I just called this restaurant and was told I could get my food replaced if I drove here.” He was walking back and forth, trying to juggle his conversation with me and the customers he was checking out. Then he decidedly asked if I could go get in line to reorder a fresh bowl. I was like “I understand it’s busy but I was told my food would just be replaced. I shouldn’t have to wait in that huge line for an online order issue.” We went back and forth a bit, meanwhile, my kid was bouncing all over the place around me and getting in people’s way. I was like “Look, can I just speak to a manager about this, please? Can a manager or someone available just remake this bowl real quick?” I’m sure my tone was abrasive because I was hungry, tired, and dealing with my kid, stuck in a situation I shouldn’t have had to be in. I could see the cashier continuing to struggle between me and checking people out, and I felt for him. I wasn’t trying to take my frustrations out on the cashier, but I was becoming increasingly frustrated over the course of our conversation because it felt like I had to fight and advocate every step of the way. He didn’t seem to want to meet me where I was in that moment. Eventually I was like “Look, can I just tell you what my order was so someone can make it?” I don’t think he understood fully what I’d asked because he said “Yeah, sure,” and took the tainted bowl from my hands and walked off again. At that point, I took my kid over to the opposing wall and sat there waiting to see what would happen, because I wasn’t really sure what was happening at that point. The guy eventually walked out and handed me a bag with a new burrito bowl.

The funny part is, after I got home with it, it was probably one of the saddest burrito bowls I’ve ever had. The steak was over cooked, some pieces burned. It was overall kinda bland. I’m pretty sure they didn’t give me extra rice. The rice I did have was cold and kinda soggy. I ate it, nonetheless. I ate the whole thing. What a frustrating event this...

We arrived an hour before closing with a line that was long, but normal for chipotle. Two employees were behind the counter making online and in person orders. There were multiple people waiting to the side for their delayed online orders. The kitchen behind them had been cleaned and closed well before closing. The line was at a standstill and it took nearly 22 minutes to reach the counter. When we walked up and saw the state of it we were appalled. It didn’t look like they had cleaned in hours. Reluctantly I ordered a veggie burrito and thought I’d be safe as long as I didn’t order meat products.

They were completely out of brown rice, no one was making more and the white rice was plain. No cilantro or added lime/salt. The beans were almost gone, I got the last of the fajita veggies, and then when I arrived at the end the sour cream was empty, the cheese nearly gone with lettuce pieces in it. No guac anywhere to be seen. I asked the female employee for guac and she said “we don’t have any up here” then she laughed and said “they are being super lazy tonight” and laughed again. She proceeded to try and fold up the burrito, and I asked her to check the back please for guac. That’s the entire reason I order the veggie and not sofritas. She walked to the back and came back and said they didn’t make any back there. They were completely out of brown rice, almost out of beans, no sour cream or guac at 9:23. They closed at 10, line now wrapping out the door. Not communicating anything. She then just tried to wrap the burrito again, saying nothing and I asked for sofritas. She did add them but then rolled my burrito so the insides were spilling out. I suggested a second tortilla and she acted as if that was a new idea. She wasn’t ready to run the front. I feel she meant the best but her training was terrible. When she made a quesadilla she made it with the same gloves she touched every handle, the cash register, the convection oven and never once changed them in the 27 minutes we were there. I wasn’t feeling safe about that food after seeing that.

I finally said you know “people are getting upset” to which she walked to the back. And I kid you not, a girl popped her head around looked like she said “oh shit” and suddenly 5! Yes 5! Employees came out front laughing and two looked and acted very high. Red eyes, slurred speech and heavy lids. Then they turned on the grill and decided to prep food. But it should have never been turned off. They had been in the back the entire time! Not a single person doing any prep. My husband was very upset. He didn’t want to eat there anymore. He said the place was prime for food poisoning. It was just a disgusting mess. Even the Queso was full of dropped food! Other customers started waking out, one dad was clearly distressed and said “can I please just pay?” He had been waiting nearly 10 minutes for them to prepare our orders at the register. Another employee was laughing with a man in street clothes the whole time and not checking people out. I don’t understand any of it.

The coke machine was out of Coke Zero syrup, the store was full of trash. Condiments nearly empty too. The bathroom was trashed. It was a nightmare in there.

I have never ever in my life experienced that level of terrible customer service at a chipotle. We sadly wont return to this location, and we eat chipotle often.

I would avoid it at all costs, it’s already been iffy on the reviews and it’s clear management doesn’t care and nothing...

This happened a few years back but felt it warranted a review here because I have not gone back and still don't plan to:

I have admit, if I was writing this a year ago, I probably would have given it 5 stars. I used to go every Monday after the gym and order a steak bowl. Back then the meat was lean, all the veggies were cooked well, and the service was friendly. They remembered me, said hi and exchanged pleasantries. TODAY, however, it's a totally different story. I still go, not as often but no matter how many times I've seen the same exact people, they treat me like a stranger. There's always fatty, inedible pieces of meat I have to spit out and last Monday, I had to stand around and wait to get the fajita veggies, and the giant glob of guacamole was turning a dark color. Gross.

What happened to Chipotle's moto of "it all really comes back to the people behind every ingredient we purchase, burrito we make, and customer we serve." FAIL.

To make matters worse, I was half way out the front door and the cashier called after me and stated that my credit card had been declined. This AFTER she accepted my payment and gave me a receipt. I asked her how this could have happened if she processed my pymt the 1st time. She said she wasn't even sure but she "thought I was the last one that paid". She wasn't even paying enough attention to know who paid last. Also, since she rudely did this all out loud in public in front of everyone and they were all watching, I was already embarrassed and didn't want to decline paying her AGAIN. So I paid yet again. I checked my account the next day and sure enough, they had charged me TWICE and to put salt in the wound, she charged me more the 2nd time than my original order. Ugh. I called to get a credit and spoke to someone named Sarah. She talked to her manager and told me that she'd put my name in some book and to come in in person to get my credit. So I show up last night to get it and the apprentice manager tells me that they can't process it unless I have my receipt, which of course Sarah didn't tell me when we were on the phone. So now I'll have to make yet another trip there to deal with an embarrassing inconvenience that was the cashier's fault and all for mediocre food.

Will I go here again? Maybe if I was desperate. Would I recommend this location to anyone in the future? NOPE. #PDXLocalGuide #BeavertonLocalGuide...