Chipotle Mexican Grill — Restaurant in Hiram

EDIT 2 I guess I learned the hard way. I ordered again from these guys, except this time through Ubereats. I am a vegetarian, but I'm also highly allergic to chicken. Because I have had issues with this location, I checked the order before I dug into it, and sure enough, it arrived with chicken. So not only did they completely ignore the fact that I ordered PB chorizo, and I'm a vegetarian, but had I not done this, it would have been an EpiPen, and an immediate visit to the emergency room. Ubereats was amazing, and immediately refunded my money, and also had me fill in a safety report for this location. However, true to form, this location was awful. I called for three hours, and not one person picked up. This morning I went by to talk to a manager, and they told me in the future to follow up and let them know to double-check, which I'm not going to do, as I am not their manager. On top of that, I asked if they wanted my name so that they could look into whoever it was a prepared my meal, and she had no interest. I did tell her my name, and then she asked what I wanted from her. They should have offered to give me some kind of voucher for at least one meal, but no. Not even apology, and absolutely no concern.

EDIT* Since this review, Chipotle reached back out and gave a full refund. I appreciate the CSR who was beyond helpful. Personally, this makes me feel better about this chain, which is great because I have always loved their food and the fact they offered vegetarian option. Thank you Chipotle!

I ordered through DoorDash, and it was TERRIBLE!!!. I have ordered from this location through DoorDash multiple times and no problem. But this was AWFUL, and they will not stand behind a $23 order.

I ordered a bowl with fajita style vegetables, since they no longer offered sofritas, and a large queso and chips. The bowl arrived with absolutely NO vegetables, tiny bit of rice, copious amounts of sour cream & guacamole, and the bag of chips literally had one layer of chips. It arrived cold, but I will say that was Doordash fault.

I contacted them to let them know, and they said well we can offer you a discount code for a future meal, but you went through Dordash so it's NOT OUR ISSUE. My entire complaint is based on the food, they were paid, so this is very...

I paid on the app for the Chipotlane, 1:40 pm pick-up. I got to the line and the lady working the window asked what drink I had and I told her. When she came back, I asked her for 2 Chipotle Vinaigrette Dressings. She then asked me how many burrito bowls I had and I said 1. She went to get the dressings and when she came back and said, just so you know it is only 1 per bowl. I said ok is there a charge for a 2nd? If so, I will pay for it. She said no there is no charge. I asked her why would she tell me that and she said because she was giving me a second one as a courtesy and I said ok but I told you that I would pay for it. She then said well there is no charge for them. So I asked her what the problem was then because I said that I would happily pay for a second dressing and she said it's not a problem, I am literally giving you something for free and you have a problem. I said maam you are not giving me something for free when there is no charge for it in the first place. She then began to yell and said I am not going to do this with you and closed the window while I was talking. I went inside to get her name and she said it was Christina (if that really was it). I don't know if Christina was having a bad day or not but she clearly should have been cooking the rice and beans or something instead of working in a customer- facing role. I have been a frequent customer of Chipotle for many years and I go to this location a lot and have never experienced anything other than great service. I am disgusted at her lack of professionalism and totally do not understand the reasoning for her tantrum. I made and order through the app, paid for that order and then asked for the fee to pay on top of that for an extra item. This treatment was unwarranted and uncalled for. Christina needs to understand that she is working in a customer service capacity and she should treat your customers with respect. Bad service can not go unchecked. There is just simply no room for it in this inflated economy. It’s very sad that this companies are not holding their associates to any level of customer...

My wife and I ordered a to-go dinner from Chipotle tonight and we excited to enjoy our favorite dishes: a Steak Bowl and a Smoked Brisket Bowl, complemented by large chips and queso blanco. Unfortunately, our anticipation quickly turned into horror when we discovered a green bug crawling out from under the lettuce about halfway through our meal.

Finding an insect in our food is not just unsettling; it raises serious concerns about the restaurant's cleanliness and food safety standards. We promptly stopped eating and captured the bug in a ziplock bag as evidence.

When we returned to the restaurant to address this alarming incident, we were met with indifference. Although the young lady at the counter expressed her apologies, we were told that because we ordered online from chipotle.com, there was nothing she could do on-site. This left us feeling frustrated and dismissed. Instead of receiving immediate support and understanding, we were directed to the website, with minimal guidance on how to proceed. It felt as though we were being handed off to a faceless corporation, compounding our disappointment.

To prevent future customers from facing a similar experience, Chipotle should implement a more structured response protocol for such serious issues. Providing cards with clear instructions on who to contact, what information to submit, and expected timelines for resolution would go a long way in restoring customer trust. Additionally, it was disheartening that the manager did not take a moment to inspect our food to verify our claim, which only deepened our feelings of neglect as customers.

Given the lack of accountability and the unsettling experience of finding an insect in our meal, we have decided we will not return to this Chipotle location. I hope this review serves as an important reminder for the management to prioritize food safety and...