Chipotle Mexican Grill — Restaurant in Maryland

This review is a bit hard to write. On the one hand, the store met my requirements for a high review: good food, staff, and service. On the other hand, I think some corporate training stood in the way of a perfect score. I ordered food for my kids and me on the app. When we arrived, it wasn't ready. No biggie: we were early, and I could tell they had a lot of mobile orders. Plus with Covid, I'm giving businesses a break.

On the other hand, when I arrived there weren't many in store orders. I feel like in that case, staff should use that space to make mobile orders if they have a lot of them, but my guess is corporate tells them not to. Okay, not the fault of the staff. Next, my order never came out. I'll take more of the blame for waiting 30 minutes before asking about it. I got distracted trying to keep my kids occupied and was trying to give staff the benefit of the doubt that they were swamped. But at the same time, I've had staff come ask me what order I'm waiting for if they see I've been standing there a while. So when I finally talked to the cashier, he looked up my order and said someone must have swiped it. Great. I have to wait more while they remake the bowls. However, while I'm waiting, two other mobile orders came out. I feel like if you know a customer is there waiting for their food and it was originally taken by someone else, you stop what you're doing and make the waiting person's order. But again, that could be a corporate thing.

In other situations, I probably would have nuked this review, but I understand that a lot of the issues were out of...

Feb 2023: I was blown away by the amazing customer service today. I picked up my mobile order and didn’t realize until I got home that one burrito was missing. I called the store and they knew exactly what happened, and went above and beyond to make it right for us. So impressed. Thank you!

Oct 2023: I have to change my review now to echo what others have been saying. Our order last night was awful. There was chicken in my vegetarian bowl. I asked for some customizations (extra lettuce, light rice) and none of it was done. The portions were way off. My husband said his chicken burrito, which was closer to the size of an enchilada, was mostly rice and sour cream. He had to make a sandwich afterwards to feel full. Also we ordered two sides of chips and the bags were about 1/6th full.

Also note that for pickup orders, you have to tell them you’re there. Making eye contact and smiling while waiting near the pickup shelves apparently doesn’t let them know you are waiting for a mobile order. I discovered this after waiting there for 15 mins when I saw someone else come in and ask for theirs. I told the woman I didn’t know I had to do this because the app tells you to head to the mobile order pickup shelves (which they have, but are empty) and she said “yeah, we don’t know why you’re here unless you tell us, you might just be waiting for someone else”. So no intuition about customer service whatsoever.. why else would anyone be waiting near the...

Understand that just because a place is a chain, it does not mean the quality will be the same at every location. This particular Chipotle is the closest to both home and work for me, so I come here fairly often. I love the other locations, and get cravings for delicious burritos.

This chipotle scimps on basically everything, giving out half spoonfuls of protein and charging for double meat when you request the appropriate amount (happens all the time), and tiny amounts for rice, beans, and whatever else unless you badger them about it. The chip bags are even less full than other Chipotles, which are already only half bags as it is, for which they charge several dollars. Seriously, those chips are the second cheapest thing in the building wholesale, after the sodas, do they really need to save those 2 pennies?

If there were any other burrito option in hunt valley, I would be there over this location. Or if they closed this one and opened another with new management that didn't make me feel hosed, that would be great! I love the company, but this location...