Chipotle Mexican Grill — Restaurant in New Albany

I rarely take the time to write reviews. I've been to this location three times since it opened recently. I will not go back. I tried to share my experience with management and was told twice that a manager was not available. The first time I visited, I placed the order on the app and was given a pick up time 20 minutes later. It was during normal lunch hours. I arrived on time. The app said that my order was delayed. It was 30 minutes later before I was handed my order. The foot was as expected, but 50 minutes to get food from a "fast food" restaurant is ridiculous. While sitting in the restaurant I observed overflowing trash bins, dirty tables, and a floor that looked like it had not been swept in days. Since then, I've been back to the restaurant to eat in twice. The food arrived more quickly both of these times, but the restaurant was a mess. Tables were all dirty and there was food and trash on the floor. One of my adult sons, who was with me on both of the occasions, loves the food at Chipotle. He said "I'll never go back to that store again". When I asked him why, he said "because of the dining area is that filthy, I don't trust that the food is safe". That pretty much sums it up! On the second and third visit I asked if there was a manager available and the staff said that the manager wasn't available but they would pass along a message. I said that it was unacceptably filthy in the dining area. Both times I was told that they were short staffed and had to focus on completing orders. Well, they aren't going to get the opportunity to make our order again. This is a real bummer because I live and work near this restaurant and was excited to have a new establishment close by. But basic cleanliness shouldn't be overlooked. I hope Chipotle management takes...

To give chipotle a 3 star rating pains me so much. I have loved this brand for years and choose it as a safe bet for good eats anywhere I travel. Just over a year ago I moved to Louisville and learned that indeed not all chipotle’s are a safe bet. The chipotles of the city leave a lot to be desired. So finally when I heard this nearby location opened I was excited. I could not wait to go, but to say this location is good would be generous. How does a 2 week old store get this dirty??! I decided to dine in, arriving around 8pm. Quickly learned we are out of fajita veg for the day, medium salsa was frozen to the side of the pan and chunky, and the protein was not trimmed well. Leaving lots of chewy fat and gristle. (I had chicken, which makes this more alarming). I saw two managers working, but zero leadership or guidance. Corn salsa is the worst I’ve had, and to top it off, and two other guests had to talk to three people and wait 6 minutes for a fork. Keep in mind, I walked straight up to order, no line, 9 guests in dining and one car in drive thru. If I didn’t love this brand I would call today an epic let down. I know new openings can be challenging, I’ve been through it myself many times. But this group shows an utter lack of caring and/or awareness. I will come back, one time, and give you a chance to fix your store and team. Feel free to reach out once you think the store is opening ready. With that being said, beautiful location and store style/build type. I hope it’s not all for nothing. Lauren I hope for the chipotle fans, that you can...

found a Wholesome Bowl on the website menu (based on State St. store location) for $11.75. Went to the new Chipotle on State St. New Albany a couple Sunday's ago and was disappointed to see the "drive thru" is not a drive thru, it's only for online pick up. Went inside and ordered the Wholesome Bowl, but clerk said "you have to tell me what's in it because I have never heard of it". So, I read the ingredients straight from my phone. the cashier tried to charge me over $15 for my $11.75 item, when I questioned it, he said "there's tax". I said not $4 worth! then the lady clerk jumped in and said "you can't have guac when you get a protein, and you got chicken!" I explained the menu clearly states that chicken, guac, salsa, lettuce, beans, etc. are all included in the wholesome bowl, but she continued to argue with me. I tried showing her my phone to see the menu but she refused and insisted on arguing, so, I said no thanks and walked out. That's called "bait and switch" when you advertise one price and charge another, and it's illegal. Horrible experience. Wont be back. You might try learning your menu Chipotle. I tried filing my complaint on their website, but it would not let me because the address drop-down menu wasn't functioning, and I couldn't go any further. so, this is my complaint form. I see now why their score is a 2.7 and they have a majority of 1...