Chipotle Mexican Grill — Restaurant in Maryland

I am giving 2 stars because I like the Haitian manager. God bless him because he has outlasted all the overturn of managers and his crew turnover and they STILL can't get it right. My suggestion is they hire older adults. Because the there kids need lessons in communication, customer service and overall following directions.....I am SOOOOO tired of the service here I've officially given up. We go just about 2-3 times a month and it's always something. Usually it was no fajita veggies ready and having to wait (while numerous people passed me in their gargantuan line) while they cooked..more than 3 occasions. Then after almost a year of complaining to managers ( the numerous turnover of managers that they've had) they got that together. Next it was not having other foods ready for replacement on the line. You get to the end of the line and there's no "extra' cilantro or the citrus or lettuce or sour cream or guac on various occasions. All which they are supposed to have at all times....from open to close. Or just like two nights ago I get there and the girl serving the rice is skimping on the servings. She was going light and giving a measly scoop and trying to spread it around the bowl. I always ask for extra rice so I notice when I did she didn't even give me a 1/2 spoonful, literally it was so obvious. I get the extra rice because it's free ( per their corp policy) and I have little kids to keep full. She literally told she was doing this because(as she looked over her shoulder at the heavyset female cook) "the cooks are closing down for the night" mind you it was 45 mins BEFORE closing time, literally. And this girl had been told to go light on the rice by the cooks. Which explains why the heavy set female cook and the male as well...were stand in the back hawk-eyeing what the girl was giving out. I sharply let her know so they could hear me this is something "that THEY the cooks should be accounting for ...making enough rice to make it to the end of shift." I mean seriously, what the hell is wrong with people?? Like is there a rice shortage in Chipotle Corporate. NO customer wants to be given less than they are supposed/allowed to get. To top it off I get to the front of the line and one of the girls that knows my order kindly told me they had no cilantro (they give it in side cups) was that okay" I told her "No, it isn't but I guess I have no choice" (after standing in line and going through the process) last insult to injury was they had no citrus cut in the cooler. When I told the young guy to just throw a whole one from the big fridge in back in the bag and I would cut it myself( how did I know this--- YUP you guess it had to do that on at least 2 other occasions). He came back after looking (and walking past the afor mentioned cook) and told me they had NONE in the entire store. I told him that this service was in excusable and that if they didn't have ingredients they needed to put a sign up at the door so people would know...he looked as if he could care less and I left ALL THREE meals and TWO bags of chips there on the counter unpaid and walked-out.. paying $28 for meal I expect it made the way I want it. Not scraps and bits. Mind you this was all after a week and a half before I had to complain to corporate that they forget ingredient in all 3 of my bowls. (because they didn't have them ready on the line and took my request and push me ahead to pay)and when I called back to correct it they wouldn't answer the phone that was early in the 9 pm hour as well . I tried again the next day and still NO answer on the phone. So I complained to corporate ...I am officially done with Dobbin Rd...going to the mall. P.S Update. I went to the mall and they were out of White rice...here we go again. NOPE-------So I took the advice of other posters and went to Qdoba on Dobbing this weekend and LOVED their service! No long lines ..smiling friendly staff...good food ...same set up as Chipotle and the...

Arrived a little before 9pm. Placed mobile order for a chicken burrito bowl, received notification it would be ready at 9:10. So I went in chipotlelane to order another chicken bowl while my mobile order was being prepared. The idea was, I was supposed to be done in chipotlelane by 9:10 and my mobile order would be ready and waiting for me for sure. Nope.There were only 4 people in front of me and I just couldn't understand why this line wasn't moving at all. Turns out they were filling 5 or 6 mobile/delivery orders between each customer. So 4 people in front of me was really more like 24 people in front of me. I know this because by the time I got to the front of the line ( 20 minutes later) I waited another 10 minutes while they made half a dozen bowls for some invisible person. Finally, I get served after waiting half hour in line. Everything is going fine, I'm thinking I'm gonna just pay, pick up my mobile order from the shelf and go home. Nope. After I paid for my chipotlelane order, went to the mobile order shelf and of course it wasn't there. It's 9:30. It was supposed to be ready 9:10. So I let the cashier know, she assures me they'll make it right away. It appears someone accidentally took my order ( so they stole it). This also happened to another woman, just standing waiting by the shelf with her baby. She could barely speak English and was scared to ask the cashier about her missing order, but did so after seeing me do it. Missing Mobile orders appeared to be commonplace here... Fine, I thought. I'll wait while they rush my order as apparently Mobile and delivery orders are priority over chipotlelane customers. Nope. They served half a soccer team (each paying separately) before making my mobile order which was supposed to be ready at 9:10pm. At that point I just started to cry. I just couldn't help but feel jiped. It felt like discrimination. I'm not saying it was discrimination, but it felt like it. It really did. And that's why I just started crying. Why did they suddenly just drop their routine of filling 5 or 6 mobile orders before serving each chipotlane customer just because half a team of soccer players walked in? They get priority for what reason? Shouldn't they have to wait for 5 Mobile orders to be filled between each of them like the rest of us common folk? What was so special about them? My husband sat in the parking lot with our dog and watched that team of people walk into the restaurant, I watched them be served instantly, pay separately, and leave minutes after entering the restaurant. All while I stood right by the mobile order shelf/cash register waiting for my order that was placed at 9pm, and finally handed to me at 9:45pm. No apology. No nothing. Just " have a great night". Okay, fine. I got my food, I go home, I sit down open it up and see there's no chicken in my chicken bowl. The chicken bowl I ordered through the chipotle app, had no chicken. At this point I'm done. Not gonna waste any more tears. I already wasted my time, energy and money. I could not be any more dissatisfied with this experience. It was wrong in so many ways. Please don't waste your time...

EDIT ON 12/13/20: ANYTIME I START TO THINK THEYRE GETTING BETTER... TONIGHT, MYSELF AND OTHER CUSTOMERS PRETTY MUCH JUST GOT REFUSED SERVICE AT 9:40PM ON A SUNDAY NIGHT BECAUSE THE COOK DIDNT FEEL LIKE PUTTING MORE MEAT ON THE GRILL. THEY SAID WE’RE ALL OUT OF CHICKEN, STEAK, ETC😒 oh and also heard him talking to another employee that “we close in 5 minutes” but it was only 9:40! They weren’t all out, the cook just didn’t want to clean the grill again so he could leave on time. Really dissatisfied, I used to work at a Chipotle and this type of behavior should be unacceptable to corporate.

I usually love this place. I come here practically everyday and I get the same thing EVERYTIME. The workers there practically have my order memorized. But tonight, Sunday, July 25th at around 8:15pm I had a really disappointing experience... A female supervisor was handling the tortilla area. I started with ordering my usual: Extra rice. She gave me a skimpy rice portion, so I politely asked her for more rice. She then proceeded to argue with me telling me that they will have to charge me for more rice. I said, "I come here all the time and they never charge me for rice??". She continued to argue with me. She then skimped me on the beans. I was just trying to figure out why Chipotle needs to skimp on rice and beans... The cheapest things on their menu? Was very petty. This is why people go to Chipotle, to get what they want! And the customer should always be right. She was extremely rude and petty. Well I'm super dissatisfied, I'm paying for my bowl, give me what I want. And I go there ALL THE TIME! If I wanted cheap, I'd just go to Taco Bell... Unfortunately, I didn't...