Chipotle Mexican Grill — Restaurant in Lexington

I love Chipotle, but the Richmond Rd store really pushes that to the limits.

I donated blood this morning and needed something to eat. I checked the Chipotle app for store hours, and it said that the Richmond Rd store opened at 10:45. I pulled in just after it should have opened and two people were waiting outside. OK, I can wait a few minutes, so I waited with them. I ended up waiting a half hour for the doors to open.

At 10:45 they had told the Door Dash guy that they'd open in 10 minutes, and he called his customer to let them know. So, the Door Dash guy was pretty unhappy when they opened 20 minutes past when they told him they’d open. He knocked on the door loudly at 11:15 and a worker (seemed like a manager) yelled at him as he finally opened the doors for the line of customers to come in and pick up orders or go through the line.

While we were outside watching through the window, there were quite a few workers they just weren't in a hurry. Two workers even put together food for themselves, one went to their car, and one ate in the dining room. The two people who were waiting in front of me left since they were on their lunch break and couldn’t wait any longer.

I went through the line. The worker had a big smile on his face as I told him what I wanted. That’s good, at least its friendly service. It seemed as if he was waiting for angry comments and frustration. When I got to the cash register to pay, the cashier (manager, same guy who opened the door and yelled at the Door Dash guy) rung me up, no apology, no anything. Many places would at least give a free drink or something to make up for making customers wait outside for 30 minutes (soft drinks cost very little to restaurants so it’s a cheap apology). Nope, nothing.

I’ve given up ordering through the app at this location. I usually wait 15-30 minutes (once 45 minutes) past the time I ask for it to be ready. While waiting for my food, I would watch people come in, go through the line, and walk out with their order long before I would ever get mine.

So, if you love Chipotle like me and you’re on the east side of Lexington, do yourself a favor and go to the Hamburg store. Don’t waste your time at the...

I would like to first say that every experience leading up to tonight’s experience has been decent. Not REALLY bad but not REALLY good either. But tonight’s left me with a “what the heck” moment. I came with my girlfriend and she ordered a bowl. What she ordered isn’t important aside from the lettuce. An employee informed her AFTER we had gotten the bowl filled that they had run out of lettuce. Well, in response a different employee said “no we didn’t we still have lettuce” the first employee said “we can’t give away all our lettuce. Some other people might want salad” My guy… I paid for this food, someone who MIGHT buy salad isn’t a profit but I am. I deserved to get the lettuce I paid for. So here’s the deal: 1.If you’re out of an ingredient, Inform your guest prior to them building their entire bowl! Don’t reveal secrets in front of your guest. If you were saving lettuce for salads, don’t let the person who you just refused lettuce know that! Don’t be such a stickler for money to the point you ruin the guest experience. I order double queso and i know you charge for that, you don’t have to tell to the person running the cashier “he got extra” 5 different times. Especially when you use language such as “make sure to charge him” “don’t forget to charge him extra”. Say something like “he had extra queso!” See the difference? The customer service is lacking to point that when an employee meets the status quo, he/she seems like a saint. Sad. I don’t want to return to this establishment if something is not done to improve the guest experience. I wish I didn’t pay full price or said something earlier. This experience left a bad taste...

TL;DR: Avoid this place if you’re trying to do low contact/online orders.

Giving 5 stars because it’s really hard to say I blame them. It’s a rough time for everyone right now. But we’ve had several issues where we’ll place an order, show up, the order isn’t made, we have to go in to request the order, the order won’t be made for another 15-20 minutes and then we have to go in again to get it. So we’ll wind up spending 30+ minutes trying to get an order that we had hoped would take maybe 15.

The part that is pretty troubling is that I saw several employees who weren’t the best about wearing their masks well. Noses peaking out, masks that couldn’t cover beards, and one person who just kept taking their mask off and holding it in their hands. I really hope chipotle will work on supplying your employees with better masks given all the risks they face.

I mention it mostly so folks who are high risk know it might not be worth getting pick up or delivery from here until they get that sorted.

Again - really don’t blame the employees for this. This kind of thing it usually more a sign of not having the right support ime. Hope Chipotle...