Chipotle Mexican Grill — Restaurant in Mayfield Heights

I never leave reviews on google. I don’t typically bother myself with the time. However, this restaurant has a pattern. And I think it’s time for this location to be 1. Shutdown and fire the current staff. Or 2. Just fire the current staff. They don’t care for customer service, they never order the proper about of food and produce whenever they are ordering supplies and every day (I work in the plaza so I know this for a fact) they are either running out of chicken or steak COMPLETELY. Now you think, “well that’s common, they can run on depending on the season and time of day@. Okay but what about running out of sour cream and cheese? What about running out of bowls to put the food in? And Gosh do not get me started with the HARD SHELL TACOS THAT ONLY TAKE 7-10 MINUTES TO MAKE. I finally figured it out one day when I came to get tacos, and I asked for them. The guy was decently nice, and he yelled back to one of his co workers asking if they had any. Both, looked very annoyed by my question, and they looked at me and told me “she didn’t make any today so we don’t have any”. I’m not one of those stuck up people that just thinks they’re supposed to get whatever they want but there was a time when people had manners and the ability to deescalate a situation, especially in the food industry. Their management is poor, sanitary issues always going on (no gloves, pouring new food ON TOP of the old food, having one person run the line while other sit on the side and gossip. Just long story short, if you’re looking to get chipotle and you have a choice between this location and another that’s 4 hours away, hop on the freeway and...

Very dissatisfied!! A year ago or a little more I loved going to this location. But it has been getting worse and worse everytime I've gone. Today was my last straw.

I packed a lunch this morning and forgot it at home. I got to work and till lunch I was worrying because I only have 25 minutes for lunch because I'm a teacher. Was worried I wouldn't make it back in time.

I first went to the Wilson Mills location but when I got there it said on the door they wouldn't open till noon today because they were low on ingredients, that annoyed me because I had so little time for lunch. So I was like I guess I'll have to go to this location. I entered and they said they are only doing online orders now, AND their server was down and I had to wait 30 plus minutes. I told them what happened that the Wilson Mills location was closed and I was strapped for time. They did not care!!!!

Over the summer I've gone to this location and they have terribly long lines which I usually do not mind since I am pretty patient of a person. But what gets me annoyed is long lines due to workers at this location moving so slow because they do not care about their job and they are chit chatting to each other. They are terrible at big orders as well. I've ordered big orders for the Fire Department down the road and they messed up all of our orders.

Definitely do not recommend this location if you...

Let me start out by saying I usually only rate good experiences. I don't like 1 star ratings but something needs to change.

The app showed 5-10 minute pickup. I arrived in 15 and then was told they were behind 30 minutes. 16 of us were outside waiting and the front doors were locked. 5 employees were inside making food. One gentleman walked very slowly to and from the door to call out names of orders. He had zero drive. He was polite but no urgency or care.

Pre COVID there were 2 or 3 people making food at this very store and we're slinging burritos with a line from the register out the door with ease. There were 5 people inside! This was not a short staffing issue, this is training and management.

My entire order was somehow still cold. It did not taste good, the chips tasted like they were made a week ago and half my ingredients were missing. What?! Was it ready 40 minutes prior and they just held it? I don't understand. Guac was missing along with the corn, tomatoes & the fajita veggies.

This used to be my go to location. I swore by it. If this is what chipotle as a company has turned into I fear for it as a business. There is no way any establishment can survive like this. I put in a request for a refund but that in itself doesn't cut it. There are at least 20 people that I was commiserating with whom probably will not return. Not good guys. I'll miss you when...