Chipotle Mexican Grill — Restaurant in Mansfield

So this is Chipotle. Some people don't seem to understand that you get...uhhh...chipotle here. So with that in mind, this is a pretty well run little outpost. I lived in Columbus for ten years and it's lousy with these places so I've had a lot of different experiences and this one stands out. Not only have they pretty much always had our order correct and done on time when ordering through the app, the quality has actually steadily been improving since at least as long as I've been in this area to order, so the last 2 years. Everything is not only well prepared and tastes good, but when we order online I find that increasingly it looks like it was put together with a good deal of care. Everything is well balanced, evenly distributed, and just looks appealing. Maybe it's having just a bit more time to devote to it, or just a particularly conscientious crew. But I'm really very pleased at what I get for the price.

So why write this now? Well, I ordered late last night with our food expected to be done about 20 mins before they closed. I hate to do this having worked in various service and kitchen environments, but we all have our reasons sometimes. Anyway, when picking it up I was informed they had run out of chips. Oh well, I thought. It was pretty close to closing and it was really just an extra so I'll save a few bucks tonight. Not only did someone immediately let me know what happened, but offered us free chips and queso (what we had ordered) next time and still gave us the queso even if they couldn't give us chips. Now that is some very good customer service. So I decided since usually people save a review for the one time something went very wrong, I thought I'd write one when finally because I was very pleased. Sure, they ran out of chips. Whatever. Things go wrong sometimes. It's more about how you handle it when they do. For the first time I've had an issue in 2 years, I'd say job very well...

To be clear, the poor customer service was the issue here. The quality of the food was not great or even comparable to other locations that I've visited in Akron or other parts of the country, but the negative attitude of the guy (my receipt lists "David" as the "host") who carelessly made my veggie burrito bowl (Order 277 on 6/23/22) is what should be addressed and hopefully improved in the future. When I asked for more beans, he grudgingly slung them on and the remaining ingredients. The bowl was not full. If he had given a reasonable rather than skimpy portion of rice and beans to begin with, I wouldn't have requested more. I do not mind paying extra, but I do mind when you're in the business of made-to-order food, and you balk when the person ordering specifies what they want and it's within your control to supply it. In contrast, the guy who was at the register was friendly and professional; he displayed a very different attitude and approach to his work. While I will continue to patronize the chain, I will not return to this location (2470...

This place is so hit and miss it's ridiculous. They have one employee there that is the literal poster child of small portions that you may have heard about on national news. They frequently are "out of" (or likely just didn't want to cook or make...) MULTIPLE ingredients several hours before they're even closed. Some employees there are amazing, others are in desperate need of retraining. These employees overshadow the good ones and just make this location in need of restructuring.

The same employee who'll rip you off with tiny portions will also try to ask for your entire order the moment you walk up and will rush you along like he's got somewhere else to be.

I love Chipotle, but sadly this location is the closest for me. But I've about had enough of the small portions, being rushed even if I'm the only person in line, etc. I'm about to take the extra drive to...