Chipotle Mexican Grill — Restaurant in Matthews

The building inside and out look like any other I’ve walked into but the quality of food and definitely the service is not the same. I frequent the Northlake Mall location because I work in the area. I’ve NEVER had a bad experience. Their food and service is ALWAYS the same. That says a lot for over 5 years. With the option to work from home I thought I’d miss out on eating at Chipotle but was happy to hear there was a location less than 5 miles from where I live. Out of a little few times I’ve been there (less than 5) it’s been a negative memorable day experience each time. I usually don’t write reviews. Only when service is ready exceptional or despicable. This location has had the following problems each time I’ve gone.

1 Food area isn’t clean (I should’ve taken a picture) Food was old and not fresh, guacamole was dark green and brown with maybe 3 scoops left in it When there was no rush and 5 male employees were sitting outside while 2 were working inside I had to not only wait on fresh food to be cooked (rice, peppers), . A black Supervisor offered me my food for free because I had to wait Staff were not friendly. Today’s staff member was so rude, she’s who prompted my last straw and I decided to write a review. Sad to say when I asked for the Manager, it was the same gentleman that was outside with the 5 guys that day I went to tell them the two workers on the inside had a line and needed help. He listened to me today as he did that day but you could tell he’s young and not managing his staff well. I’m a Manager (American Red Cross) of staff and I even told him the young lady today obviously did not want to be at work and while I’m sure that happens as it does with my staff but if you showed up today, then you show up for the customer. He smiled and said ok. The staff have no “people-person” personality. Young. No smile or friendliness. And today the young lady LITERALLY slung, threw my (our) food into the container. I watched her serve the man in front of me and the lady behind me. The poor lady behind me got maybe 15-20 black beans thrown in a corner of her container and she was so appalled that we just looked at each other. The juice literally splattered. If she didn’t say anything that’s on her. It’s just too big of difference between the two locations and it’s something every time I go there. I’m not going back to that location. I’ll try the Albemarle Road location next time. At least this time when it seemed like it was getting busy, another young lady walked up to help. They all look to young to “care” about the mission and vision of the business name, the franchise. They’re just working a job. The gentleman at n front je and myself wanted the new chicken flavor (season) she didn’t offer “We’re cooking and it’ll be a moment if you’d like to wait.” She said, “we ain’t got it either we don’t have that chicken” and stood there with the body posture of choose something else. It’s only now that I’m typing that I’m thinking, wait, was it that they were completely out or did she mean it’s not ready yet. I just choose the dry chicken that was there. And can I say again, it was slung into my container?!?! She had two long blonde braids on each side and was the first person serving. It was as if she had a argument with someone before coming into work or at work or on her break. Horrible customer service. And to say this is the same manager during 2 of my negative experiences, he needs done coaching job n managing his team and running his shift. Both times he wasn’t on the floor. This time he was in the back. And I’m a Black American, so I’m not being racist. It was just and has just been a horrible experience of quality ever time I’ve gone into THIS location. Northlake Mall has me spoiled maybe but today took the cake, I had to...

While I usually hate writing bad reviews, I had to for our most recent visit. We came on a Tuesday around 830 pm. When my family and I came in there was one employee at the prep station who looked a little frazzled; the others appeared to be cleaning up. After standing there a few minutes another employee came from the back and gave instructions to what I deem was the new employee which is why he looked frazzled. As he shifted his focus to us he smiled and seemed to be doing his best between the online orders an in store customers. At this point about another 8 people have walked in. We started placing our orders and you could tell he hadn’t been trained properly as he was just throwing the things together. I let my husband and 4 children go first and then it was my turn... they had no more chicken left (I got about two pieces of chicken on one out of my two tacos): No more lettuce or cheese. And so I scanned the back and saw no one was cooking any longer nor bringing fresh toppings or meats to the front. So at this point I’m disappointed because what I came for was not able to be filled completely. So I asked the cashier “what time do you close?” Her response was “soon!” I followed up with “no, what TIME???” She responded with an irritated voice, “10 o’clock” that is NOT soon by any means; you’ve got a whole hour and half to go and online orders coming though every minute or so! Then they had the audacity to charge full price for things that weren’t even completely fulfilled! You had no chicken and limited toppings! There were no apologies and absolutely no explanations given to customers that were standing in line. Just the mere attitude of “it is what it is!” Let me add that I too am a business owner of a food truck and totally get that things run out and things happen that are out of your control. But you still give your customers great customer service and explain and offer some type of accommodation. You surly should not have an attitude! If I didn’t receive such poor customer service my review may be different but apparently they didn’t care so it added insult to injury and I DEFINITELY will not be patronizing this...

Worst Chipotle experience ive ever had the employees were all super smiley when we walked in as they were talking amongst them selves and as soon as we stepped up to order they didnt say anything and completely ignored us until i said can i get 2 burritos and their attitudes and demeanor completely changed to the most unwelcoming and rude people ive ever run across at a fast food place it almost seemed like they didnt care to be there or serve the customer because we were ruining their buddy buddy time not only that but when i told them what we wanted in the burritos they just kept saying what? Over and over again to the point it was getting irritating because it wasnt loud and it was not busy since we were the only ones in there. That being said they didnt have half of their menu when we told them what we wanted they didnt have brown rice they didnt have pinto beans they didnt have enough chicken for one order they didnt have guac and 2 other things i cant remember off the top of my head this was the worst 30$ i have ever spent at chipotle and i refuse to give this company my money as i can spend it at other establishments that will actually take care of the customer rather than having these disrespectful kids treat their customers like theyre garbage. I definitely do not recommend this location let alone chipotle anymore to anyone i will be going to corporate for this trash experience i just had here the order was on 7/12/2022 2:19pm if i could give them 0 stars i would but google reviews requires at...