Chipotle Mexican Grill — Restaurant in Kennewick

I don’t usually write reviews, but I had to make an exception for this Chipotle location — hands down one of the best experiences I’ve ever had at any fast casual restaurant.

The store is always spotless, the line moves quickly, and the food is consistently fresh and flavorful. But what truly makes this place exceptional is the staff — especially Hugo and Victor.

Hugo is an absolute gem. Every time I walk in, he greets me with a smile and genuine warmth that immediately lifts my day. He’s always on point — helpful, professional, and incredibly welcoming. You can tell he takes pride in what he does, and it shows. If every customer-facing employee in the world had even half of Hugo’s energy and care, the world would be a better place. He’s honestly the type of person who makes you want to keep coming back, not just for the food, but for the experience.

Then there's Victor — and I don’t even know where to start. One time, they were out of the adobo ranch I love, and Victor went out of his way to make a fresh batch just so I wouldn’t miss out. But what really blew me away? I accidentally threw away a card that was extremely important to me — and Victor literally searched through the trash to find it. He found it. No complaints, no hesitation — just pure kindness and dedication. That kind of effort, that level of compassion, is rare. Victor is the kind of person who restores your faith in humanity.

Hugo and Victor aren’t just employees — they’re the heartbeat of this Chipotle. Whatever they're doing, keep it up. These two deserve recognition, raises, and honestly halos.

If you're in the area, do yourself a favor and visit. You’ll walk out full, happy, and reminded that good people...

First time at a Chipotle, so keep in mind I have nothing to compare this experience to, but after hearing many good things about Chipotle, we were extremely disappointed. We had a really hard time ordering, as we didn't know what the topping options were, and the music was so loud we couldn't hear what they were saying, we just had to guess what to say yes or no to. The girl taking our payment was rude when we tried to ask questions, or ask her to repeat herself (again as the music was so loud we couldn't hear anything) or correct her when she added another guests meal to ours. When we sat down to eat, the tables were all dirty, even though there were 6 staff in the kitchen, 4 who were standing in the corner chatting, 1 who was actually working on food prep in the kitchen, and 1 was ignoring the person who just pulled up to the drive through to scroll on her phone. Maybe we just happened to be there during a poorly staffed shift, but kudos to the one employee who was doing his job while the others goofed off and ignored customers.

The food quality was okay, however as I don't like cilantro, I was quite disappointed to have entire leaves of it in my rice. As a first time Chipotle visitor, it would have be nice to know that the rice would contain massive amounts of cilantro in it, completely changing the taste of the dish, and putting me off my meal. Even my husband who looves cilantro could barely stomach it.

All in all a poor and...

Terrible customer service, not standard chipotle food. Don't go here if you're from out of town expecting other chipotle deliciousness.

I went in today at 6:50pm on a Tuesday and there were 5 workers. Three of the workers looked like there were doing something to stay busy in the empty restaurant such as online orders, cooking, cleaning, etc. Two of the workers were just standing waiting for customers arrive. When I walked in I asked if I could order a quesadilla. The girl rudely told me it's an online order only. Then I asked for a burrito bowl and I was told they are out of bowls. I confirmed by saying, so I can't order a salad either right because there are no bowls? And she just stared at me. She was so rude. Another employee offered to put the bowl in the lid because they apparently had lids. I decided to order the quesadilla online (while sitting in the store), then informed me of my online purchase. I got the quesadilla and there is barely any cheese (like maybe 1 shred of shredded cheese) and the chicken is like shredded BBQ chicken. It's not the standard chicken at other chipotle's I've been to. It seems extra spicy and I can't...