Chipotle Mexican Grill — Restaurant in Hopkins

Today’s experience at this location was by far the worst I’ve encountered. I’ve visited this Chipotle several times, and while I’ve faced minor issues before – such as items running out and occasional rudeness – nothing compared to today. Allāhul Musta’ān (Allah is the one whose help is sought).

Upon arrival, I interacted with two employees – one African American woman with dreadlocks and multiple tattoos (I couldn’t catch her name), and the other, a Latina with a large tattoo along her left arm, whose name I believe is Yusara (or something similar).

I asked for extra rice, as I’ve done on previous visits without issue. This time, Yusara began mumbling to her coworker, commenting on the amount of rice I requested (four scoops). The African American employee asked, “How much?” to which Yusara responded, “Four scoops.” The first employee then said, “We’re gonna charge her for extra rice. That’s too much rice.”

This exchange happened directly in front of me and other customers, with no effort to be discreet or professional. I questioned why I would be charged extra, as I’ve never been before.

The African American employee responded, “We’re gonna charge you,” in a confrontational tone, as if we were in an argument. Meanwhile, Yusara laughed as if the situation was amusing – though I’m not sure what was funny.

I asked if this policy came from the manager, and both of them replied, “Yes, and she would’ve charged you too.” When I inquired about the manager’s name, they both claimed, “We’re the managers.”

Their tone became increasingly passive-aggressive. “Mama, do you want the food or not?” one of them asked. I responded, “Yes, I do – that’s why I’m here trying to pay for it.” They continued dismissively, saying, “Okay then,” as if to imply that I should stay quiet if I wanted to proceed with the order.

As I paid, I asked, “Why are you being so rude?” In response, the African American employee loudly announced, “See, he’s paying for extra rice. He has no problem paying for it.”

Let me be clear – I have no issue paying for extra rice. Alhamdulillah, I can afford $2 or more. The issue was not the cost, but the principle and lack of communication about why the charge was suddenly applied. Just because I can pay doesn’t mean I won’t question unexpected charges.

Before leaving, I commented, “Chipotle gave y’all voices to speak, so go ahead and speak.”

I can’t fully describe the level of unprofessionalism I experienced. It seemed they didn’t expect me to question them – possibly due to assumptions based on my appearance. Too often, when people see a Muslim, they assume we’re uneducated or lack the ability to speak English. Let me be clear – modesty should never be mistaken for weakness. Alhamdulillah, we are far from weak.

Unfortunately, many employees like this seem to lack authority in their personal lives, so they assert it at work – even when it isn’t their place to do so. This often results in unnecessary rudeness, arrogance, and unprofessional behavior.

PS: I gave the food a 4-star rating because I still enjoy Chipotle. Their bad attitudes won’t make me unjust in my review. However, unless Allah wills otherwise, I don’t plan to return to this location – and certainly not when these two are working.

If I could give zero stars for service and atmosphere, I would, but one star is the lowest option available.

May Allah guide me...

I recently slipped outside the Chipotle kitchen door after using the bathroom. There was not wet floor sign and seemed like what I slipped on was some sort of grease or oil smudge. I’m sure there is video of the fall. A team member behind the register started filming me shortly there after and you could hear team members laughing as they talk amongst themselves, which was extremely embarrassing. EMS and Fire were called by the GM. The GM blamed my shoes choice for the fall, advising me to wear different ones in the future. They took no responsibility and claimed they had my consent to record. They instantly put a ‘caution wet floor sign up’ after I had fallen. Furthermore after the first responders arrived we realized we were being filmed by an employees phone. This prompted me to ask how long they had been recording, which had been almost 10 minutes. Why is a team members recording me and my interaction with first responders inside the restaurant? Why are you taking pictures of my drivers license with that same phone. There is sensitive personal information being exchanged the handling of the situation was unprofessional, and I felt humiliated in front of other customers and Chipotle employees. I simply asked for a refund because my burrito had gotten cold while waiting for assistance, but they insisted they did everything they could as a “claim” was started. It's inappropriate for staff to record incidents on personal phones and make jokes about personal injury, especially without warning. If you spill something put up a wet floor sign and clean it up... Then they forced me to give them my driver license and proceeded to take a picture of it with the team members personal phone, the same one used to record . If something happens to a guest don’t record them and laugh, it doesn’t help the situation. I’m embarrassed to tell this story. My food was cold and I’ll probably end up on a meme or social media from being recorded. Attached is a picture of my hand after being wrapped and splinted by first responders. I don’t know what a “Chipotle claim” means as it’s through some 3rd party affiliate according to the GM, but I really hope this isn’t a Chipotle company. I paid for my burrito and never got the...

I never post reviews. This time it is absolutely necessary. DO NOT order any delivery. I have ordered once or twice a week since late March. Constant inconsistency. I order the same thing every time. I order a fair amount of extras. The tickets are accurate per the online app. They way they make it is not. Because a few items ordered extra are free, I have not complained. But when I am paying extra for meats and do not receive them I begin to take issue. I complained through Doordash last order. They even called the store directly with no answer. I didn't even request a full refund of the product, only what I paid for that was missing. They issued me a refund of ONE DOLLAR. That is pretty much a slap in the face of the customer. They obviously DO NOT respect or care about the customer in any regard. They have no interest in correcting their mistakes, and are willing to TAKE your money, and NOT provide you with the product you have paid for. I see this as a theft. I have paid for a product and DID NOT RECEIVE IT. Many times now. I am willing to give a business more than one shot, and then will allow them opportunity to correct mistakes. Since they have proven on many occasions they do not care about you as a customer when you are not watching them make the order, I suggest ordering from elsewhere, as there are many other food choice options available to patron that understands the customer is what keeps a business in operation. Especially during this time when dining area seating is unavailable. I can only assume a corporate response apologizing to this post, but that is just a response to a post. NOT a corrective measure, or an attempt to retain a frequent customer, or make right a situation that has proven they are more concerned with just TAKING your money and NOT providing you with a product. This is more than just a lack of standard or consistency. Spend your money elsewhere. Get what...