Chipotle Mexican Grill — Restaurant in Kent

I have been meaning to share a good review of this location because I have had many bad food experiences at other locations that lead me to not eat chipotle for over a year. Then I tried this location and on that day every ingredient was perfect, the chips were salty and not stale, the tomatoes were fresh, the meat was juicy but not fatty. Since that day I have come back many times and I’m always happy with my food. Until today…they had no chips available (it was 5pm and not busy), every bite I took had at least one piece of uncooked hard rice (maybe over cooked?), the tomatoes were not fresh (not awful for the season though) and the meat was dry. I’m hoping it was just an off day because I think most of the issues I’ve had over the years, including this one, is just dependent on who is cooking the food.

Even though this last part was at another location, I think it is still valuable for management to be aware of the quality of food you serve. I went to the Stow location against my better judgement about a month ago because I was out that way, the carnitas were so dry that most pieces I could pick up and break in half like a twig. I was eating in store and as I picked at my food, I witnessed a customer who was ordering ask for a fresh batch of meat because what was there looked dry. Multiple employees refused to get her new meat because it was “fresh” it had been made “in the last 10 minutes”. Employees should be trained that no matter how “freshly” it was made, if it isn’t edible, and is so dry that it no longer looks like meat, it should not be served. Yes, food is wasted, but that was most likely the cook’s fault if it was just cooked and was that dry. A customer should not have to pay for meat that is not edible. Luckily, after a lot of back and forth, they did end up giving her meat from a different pan, but according to the employees, it was still from...

So I've had several experiences here but the past two have been abysmal. The first, I ordered in person, and they forgot one of my two bowls which left us to split one for dinner. When I called, it took an hour before someone answered, to tell me someone unhooked the phone to stop calls. After a month, customer service gave me a free bowl. Yay. 😑 Tonight I went back because they had the Boorito deal. I ordered on the app, which was god awful to do and extremely glitchy. I get my food, which took them an hour almost. Get home and my order was an embarrassment. I asked for extra rice, and extra fajita veggies. I don't like meat much so I prefer more of everything else.

When I say my bowl was half full, that's an exaggeration, because it didn't even meet that. I had so little rice that it had mixed into the queso and was not even visible. They forgot my lettuce, and the fajita veggies looked diced, which I'm assuming means it was the bottom of the container. They did, however, drench it entirely in sour cream. You could literally roll the sour cream around by tilting the bowl. And my husband's was absolutely no different.

I am beyond angry at this point. I spent the night dashing, and decided to get us dinner on the rare occasion, because we have a child and almost never have the money to spend on something extra like this. So when I tell you this was a disappointment and a disaster of a dinner, this time I am Not exaggerating. In fact, it might even be kinder words than the...

Don’t order for pick up. I hate complaining but I had a pickup order that said that it was ready to be picked up when I got there, and to get it from the pickup shelf. I walked in and there were no orders on the pickup shelf so I stood by the register waiting for the little bit of a rush that they were having would pass so I could ask about my food. Another pickup customer eventually walked in and stood next to me. Again no food on the pickup shelf. Once the line was completely gone we were finally addressed and our food was ready the whole time but we couldn’t get it until all the customers in line were taken care of. My food was ice cold by the time I got it. What’s the point of the pickup shelf if the take out specialist isn’t going to use it? And why would the app tell me that it’s on the shelf when it isn’t? Not ordering...