Chipotle Mexican Grill — Restaurant in Lexington

I want so much to like this new location, but, I just can't.

Firstly, this new location is in a premium, well-to-do location. I expect to be greeted when I walk into the restaurant with an engaged staff. The team just continues standing around or doing other work and only speaks to me when they are ready.

Next, the inconsistencies in portions is very frustrating. Every employee who prepares food does so with inconsistent portions. Let me be clear. I do not expect to get one ounce MORE than what I paid for, but I do expect to get AT LEAST what I paid for. Every time I visit I'm underserved on rice, beans, meat, and/or condiments . I hate having to ask them to add more.

Third, the employees lack obvious training/repetition. Every burrito I've ordered has been a struggle for employees who don't properly fold/wrap the burrito, causing a mess, causing them to fix with an "extra" tortilla to wrap up the holes caused, or causing the burrito to spill out when I open it.

Lastly, inventory management and food preparation continues to be an issue. I went in this morning only twenty minutes after they opened to find out they did not have any green salsa for my burritos and for chips and salsa I wanted to order. No, it wasn't "not read yet", they simply didn't have any inventory to make it. it's the equivalent of McDonald's saying they're out of cheese for a cheeseburger and would reflect very poor inventory management.

In general, this location reeks of being a "new" location that is absoutely not running at full speed. I was shocked to come to Google to find that this location has a 2.4 rating. It's obviously not just me. This is the worst rated location in Lexington. What a shame.

If Chipotle wants to keep customers coming back to this new location, they have a lot of work to do. As for me, I'll get my burrito fix at Qdoba until Chipotle gets...

Update: don’t know why I keep coming back here. Today was worse than ever. Huge backup in the drive thru, everyone being told it’s 15-20 more minutes to pickup an order that was placed 30 minutes ago. Everyone inside seems lost. A nice young lady brought my order back in that was given to her in the drive thru. Seriously how can we help you guys make this better??

So disappointing every time. Orders are often wrong or portions of ingredients aren’t correct.

Today I ordered a bowl with double chicken, picked it up in the drive through, only to get home 20 minutes later to find there was zero chicken. I drove all the way back to ask for a new bowl. They specifically asked if I wanted them to add a scoop of chicken and I asked them to remake the bowl since it had been nearly an hour. They said no problem, handed me a new bowl a few minutes later. I just got home to find that it was my same hour old bowl with a scoop of chicken on top of it.

I know the food and service industry is tough so I’ve given it a few chances but this Chipotle location just doesn’t seem to care. It’s a shame since we frequent the area a lot. If you eat here, always check your food...

Edited from 1 star : I revisited this Chipotle and I am delighted to report that every single complaint I had reported was fixed. I am so glad they got their act together!

Original review: I love Chipotle! Today's visit was a disaster!

We visited this new Chipotle at 5:15 on a Sunday. They were out of: chicken, fajita veggies, sour cream, unsweet tea. We had to wait many minutes until they could make our order. With multiple people on the task, they could not wrap a burrito (they never did succeed). The music was so loud that it was impossible to communicate with the employees. The food outages were not because they were swamped, it was nearly empty when we arrived. We were the leading edge for the dinner-rush, but they were totally unprepared. We would have expected a brand new restaurant to pull out all the stops to ensure positive customer experience, however the employees acted like they had received 3 minutes of training and had zero...