Chipotle Mexican Grill — Restaurant in Leesburg

The store manager Sheldon replied to this review and told me to get in touch with "Customer Service". Got the bot run around first try but finally got an email response. Here it is (useless):

"HI Greg

Unfortunately, we’re not able to reverse transactions made outside of Chipotle’s systems. To protect their customers’ privacy, UberEATS does not share payment information with each vendor/restaurant they work with. As a result, I am not able to reverse a transaction made through their network. For further assistance obtaining a refund you will need to reach out to UberEATS directly at (833) ASK-EATS, or by clicking the ‘account’ tab in your app, and selecting the ‘help’ tab. Please let me know if there's anything I can help you with.

Sincerely, Jenelyn"

Basically they punted it to Uber Eats who didnt do anything except put it "under investigation" which expired today.

Wasn't really a Uber Eats issue anyway since this was a Chipotle food quality problem.

If Sheldon is watching this not sure what to do next. A refund or coupon for replacement burrito bowl would be nice.

--- Original Post---- Commenting on the food we just had delivered from Chipotle this evening so just rating service and atmosphere of Chipotle in the mid.

Daughter ordered the burrito bowl and guac and chips from -unnamed delivery service- . You can see from the picture it seems Chipotle are dumping what looks like left over 2-day old food into the delivery services that get picked up at the end of the day. No one is able to complain or send it back in person I guess right, Chipotle?

The guac in the cups and guac in the bowl were totally dark brown and oozing goop like a puss-filled sore. My daughter piled the guac from the bowl into the cups to capture it in the picture.

This would probably have made her sick if she tried to eat it. We made a complaint to -unnamed delivery service-, but for some reason getting reimbursed for this is not as easy as it used to be,.. It's "under review". So I guess this is a "heads up" to folks getting delivery service food as well, as there now appears to be some collusion between delivery service companies and the restaurants --- against the consumers.

We are most likely going to be scaling back using delivery service food, especially if this doesn't get reimbursed...

I debated whether to write this review, but ultimately, I felt it was necessary. My experience at this Chipotle was very strange.

I went there with my wife and son. My wife ordered first—a bowl with white rice, pinto beans, and other toppings. My son ordered a quesadilla with three sides: white rice, pinto beans, and cheese.

When it was my turn, I asked for a bowl with white rice. As I was deciding between pinto or black beans, I noticed something odd. After scooping a portion of white rice into my bowl, the employee looked at it and suddenly threw it in the trash. She then walked over to another employee near the register and whispered something to her. They were speaking in Spanish—which I also understand—but I couldn't make out what they were saying. The cashier then glanced at me with a strange expression, and they continued whispering for about 10-15 seconds while looking in my direction.

The employee who had been serving me eventually came back, grabbed a new bowl, and continued preparing my order. Meanwhile, the cashier whispered to yet another employee, who then walked over to the rice station and seemed to inspect the food. At the time, I didn’t understand what was happening, but the whole interaction felt off.

After we paid, I couldn’t shake the feeling that something was wrong with the white rice. I told my wife and son not to eat it. My wife then asked the employee who served our food if there was something wrong with the white rice and why she had thrown away the first bowl. The employee responded that there had been a small stain from beans in the bowl, so she discarded it.

We didn’t believe her explanation because she had already added one or two scoops of rice before tossing the bowl. It didn’t make sense. Not wanting to take any risks, we decided to throw the rice away. I can’t say for certain that there was something wrong with it, or something in the food, but the employees’ behavior strongly suggested otherwise—and their lack of transparency didn’t help.

There's no way I'll be returning to this location. The host’s name was Yimali, as printed on...

Would give zero stars if it were an option. Just have to say while generally we’ve had pretty good service in the past at this location, we recently placed an online order for 6 people with some sides included and every single item was wrong. Example of 1 item was a burrito with all the stuffings/ingredients to include guacamole which is an extra $2 and change, and what was delivered was a tortilla stuffed with rice. That’s it. Called the store and asked for a manager, was passed to a “supervisor on duty” who claimed they could not find the order based on the name and wouldn’t attempt to look up the order by order number or any other means and said “nothing we can do to help you, since I can’t find the order we can’t remake it or refund you”. Asked for a manager’s number, they said “hold on... ok do you have something to write with? Here’s the manager’s number...” it was the number to the store. Contacted customer service through the website, and received a prompt response offering a free burrito. Sorry, but terrible service followed by ineptitude and/or defiance to remediate an issue, followed by a free burrito is just pathetic. I have to conclude that Poor management or leadership is what will lead me to take my business and money elsewhere. There are too many local businesses that care about customers and experience and could use support. Besides we need a better burrito spot (breakfast burritos?) in Leesburg, so if there’s anyone out there looking at breaking into the market I think there could be others with a similar experiment looking for a new place to bring...