Chipotle Mexican Grill — Restaurant in Laurel

I love the Chipotle's food chain. This is my local one, so I go here fairly often whenever I'm craving my favorite Tex-Mex. I usually have little to no complaints. I understand that things won't always come out perfectly, but I've never been so disappointed with them as I was today. I had a busy morning and called in to place an order for pick up at 11:15 for a burrito, quesadilla, and chips with guacamole. I was told it would take 15 minutes which is fine.

I got there at 11:35 and was told my food was not ready. Again, perfectly fine; they had a little line and lots of mobile orders. I waited another 7 minutes or so and finally received my order. It took closer to 30 minutes than 15 but that was all okay. What wasn't okay was that when I got home, 8 minutes later my burrito was cold. On top of that, it was the smallest, slimiest burrito I had ever received from anywhere. There was a missing ingredient. The missing ingredient was just lettuce so I could let that go, but I did ask for extra rice which clearly wasn't there judging by how tiny the burrito was. There was also barely any meat to be found. The burrito as a whole looked like it had been squished into the aluminum foil haphazardly, causing all the juices to spill and stick on the outside of the burrito.

Doing call ahead and online orders have always been kind of risky whenever I go to any Chipotle's, because they never put as much ingredients in as if you were standing there and watching them. However, this was completely unexpected and unacceptable. If the food looks like something you, yourself wouldn't eat based off of appearance alone, then you should not serve it to customers. From now on I'll always just walk in to make sure everything is right, though it's inconvenient on busy days and sad that, that's necessary. This is still a great location and the food is wonderful 90% of the time when you walk in to order. And on the bright side, my friends quesadilla was warm...

Horrible customer service! Eber, the restaurant manager, was very rude. I really don't like when I go to Chipotle and I ask for extra chicken, then they give half the spoon or don't fill up the spoon. And after doing that, they expect you to pay full price for that "extra" which you did NOT receive. If I'm PAYING for extra chicken, then give me extra chicken. It's that simple.

So, yesterday evening, my Mom and I stopped by this restaurant. We ordered two extra chicken quesadillas. The girl did fine on my order. When it was time for my Mom, she gave her a stingy "extra" chicken. My Mom asked her to give the extra chicken since we are PAYING for it. As the girl was about to give the extra, Eber comes out of nowhere and empties the chicken (sitting on the tortilla) into the metal container with the rest of the chopped chicken and then very impatiently says "This is extra"....as he scoops a miserable amount the first time and an even more miserable amount the second time back into the tortilla he had initially removed the chicken from. My Mom and I were stunned. My Mom decided she didn't want anything as she could not deal with their attitude and lack of customer service. So, we just PAID for my order and walked out!

Eber, the manager, should be re-trained thoroughly in customer service. If this is the manager acting like this, what do we then expect from the employees he is supposed to be...

Let me start by giving a huge shout-out to Gilbert, who is the absolute rockstar of the carryout station at this location. I visit this Chipotle a few times a week, and Gilbert never fails to impress with his speed, accuracy, and warm customer service. He always greets me with a friendly smile, confirms every detail of my order, and double-checks to make sure I’m getting exactly what I want. It’s that next-level attention to detail that keeps me coming back over and over again.

Beyond Gilbert’s exceptional service, the entire team at this Chipotle is a cut above the rest. Even when the line is out the door, they work with remarkable efficiency and positivity to keep things moving smoothly. I’ve rarely seen such a bustling restaurant feel so organized and welcoming at the same time. The staff is always smiling, ready to answer questions, and genuinely seems happy to be there—something that’s increasingly rare these days!

All in all, if you’re looking for a top-notch Chipotle experience, look no further than the one at 14354 Baltimore Avenue in Laurel. Gilbert is a major asset to this team, and I hope he’s recognized for everything he does. From the spot-on carryout orders to the all-around fantastic crew, this place sets the bar high. Highly...