Chipotle Mexican Grill — Restaurant in Hilton Head Island

I have frequented this Chipotle location many times over the last nine years. Overall, the quality of service (and the food, somewhat) has gone way downhill like pretty much all Chipotle locations. When this location first opened, I was super excited because I had previously only been able to enjoy Chipotle on long-distance trips. Prior to COVID in 2020, this location provided great food and reliably good customer service. In the years since 2020, this location has frequently had really poor customer service, tons of problems with equipment (no fountain drinks or ice), food item outages (no cheese, no tomatoes, no chips, etc.), and inconsistent food quality. This location stays open late until 11:00 PM, but if you come in during that final hour, be prepared for the "stink eye" from the staff who all just want to leave early so they can go home and smoke weed. Also in general the staff all look miserable—few staff members ever greet you with a smile or act like they want to be there.

Note: This is part of a larger societal trend of declining quality in customer service everywhere. The only places you get excellent customer service these days are either owner-run establishments (think Chick-fil-a or a local family-owned restaurant), or super-high-end resorts and restaurants (think Montage Palmetto Bluff).

Also, I have confirmed the phenomenon that when you order online for delivery or pickup, you get significantly less food (like up to 30% less) than if you order in person and watch a staff member prepare the order. This phenomenon is in full effect at this...

Please teach your people how to roll a burrito lol.

This dude could not roll a burrito to save his life. A solid 5 of his team members stood around watching him struggle for a good five or so minutes and didn’t help.

After failing to roll the burrito the first time, he got a second tortilla. I assumed he was simply going to add the tortilla to my burrito to finish rolling it (heck, I’d be happy even if you charged extra for the tortilla).

Instead, he got an entirely new tortilla, and attempted to squeeze all of my burrito innards into the second tortilla - losing most of my queso, sour cream, and a fair bit of meat and rice in the process.

He then proceeded to fail at rolling the second burrito just as badly as the first, before hurriedly wrapping it in tin foil as it fell apart.

And again, this all happened while 6 customers and 5+ other chipotle team members watched him struggle.

10/10 entertainment honestly, it was hilarious, but I’m a bit miffed that I still had to pay full price for like 2/3rds of my actual burrito.

On an unrelated note, please make your chips later in the day as well, as every time I go in the evening the chips are stale.

Overall the food is 9/10, atmosphere and service 10/10, entertainment 10/10, but please teach your people to roll burritos better.

Best...

I usually don’t write reviews of places, but for this incident I had to. My family and I dropped into Chipotle for a quick bite after some shopping. First of all, the restaurant was not clean. The table tops were filthy, ice was overflowing onto the ground, and it did not look great. But then, as we sat down to eat - a kid, maybe 11 threw up ALL over the table next to us and almost on two other guests. But that’s not the problem, kids get sick and you can’t help it. The father of the sick kid told the staff, left without trying to clean it up, and that was it. The staff seemed to be disagreeing about who was going to clean it, meanwhile letting it sit in the middle of the restaurant and you can imagine how that smelled.

I began to pack up to eat outside, thinking that was best and someone would be over to clean it. I was wrong. The girl from the counter simply put a sign over the vomit and walked away…. Letting it sit there for everyone to see. I kid you not, 15 minutes went by and we came back inside to throw away our trash and the sign and vomit were still there all over the table and...