Chipotle Mexican Grill — Restaurant in Newport

Fyi: long post, sorry. Just upset by the horrible and heinous customer service.i do hope that their social media, district or store manager check their social media, and reaches out to me to resolve the issues. If they don't, then I will start going to hot heads.

This is the worst Chipotle I've ever been to! My mom loves Chipotle, and I also enjoy it quite a bit. I went here, went inside didn't order online or anything, like went down the line as it was being made. She ordered a chicken bowl, and I ordered a chicken burrito. While they were making it I had two young guys making our food, so asking me questioned at the same time, so it msde me feel very rushed, unwelcomed, anxious, and just over stimulating. For this, I finally stated politely that I am unable to hear them asking questions simultaneously and answer. Anyway, when they were making both things in my order they put in both items a huge amount of rice, when we got to the other ingredients they ripped me off A LOT. I didn't get beans or salsa, my mom got the salsa, but I had to ask them for some more because it was such a tiny amojnt. The chicken I asked for extra chicken on both food items, which they put the regular amount of chicken, they were half scoops not full either time, and when we got home and ate, my mom had noticed there wasn't any extra chicken, she was not with me, nor did I mention I thought there was not any extra. Also with the chicken, it was so old, hard, cold, crusty chicken that he literally scraped out from the bottom of the pan, which is why I assume he gave us both regular amount than extra, I was also charged for extra chicken because he said it to the guy ringing me out. On the cheese and sour cream, I had to ask for more because it was barely anything just like the salsa. He also did the same with the guacamole, then again me asking for extra, I got charged for, but only getting the regular amount. The reason I didn't mention in the restaurant where it happened was because there were a few people waiting behind me, and honestly i have some social anxiety. Lastly, I did contact Chipotle when I got home. It was an 859 area code, so I assumed it was directly to the restaurant, nope. It took me to an automated system, which is VERY difficult and super inconvenient, I had tried for 5 minutes before it sent me to the restaurant phone. Which I attempted to call the restaurant 5 more times, never got an answer. I finally went to my last attempt to try and rightfully tried to complain... on their website, here I got to chat with a real agent after a few automated questions. After about 15 more minutes, me throughly explained whst was wrong, she asked me what she could do to fix the problem and make sure I stay a loyal, pretty frequent customer,. I reply to the agent I'm speaking to and explain since I had very bad experience and multiple things happen on the same visit that i would like to have either a full refund, or have a credit, or even that night a replacement with the correct amount and at the safe temperature that restaurant should. She offered me a BOGO on my phone app for Chipotle. To which I almost immediately go to reply thst just a dang coupon is not a service recovery to me, I get it typed up in maybe 30 seconds max and had ldff the room. This whole experience that I've had this time ever when going to Chipotle having a bad experience has made me upset. By the way I did have the receipt because I had to take a photo and put it on the online form to prove purchase, dare and time, which I'm pretty sure i still have said receipt, if I don't happen to have it still , I have the bank account as apurchase. So, i could have totally understand if I had no proof of just getting a bogo coupon, but I have solid proof and am not receiving really any customer service retention from...

The Chipotle on Carrothers Rd, Newport is far from the best. Normally I wouldnt review or even complain, I know food establishments can get seriously busy and things happen... This store was not what I would call busy, considering the employees huddle in a pack to chat often.

My last order was less than pleasant as I stood at the front of the store for a solid 15 mins. I made eye contact with all 4 of the employees up front.. none of which acknowledged my presence, greeted me, or attempted to smile at me. After watching 2 huddles to chat occur directly in front of me, someone finally laughed it off as the others walked away and asked if I had a pickup order. "I didn't want to just grab it and run" because of the location of the rack.. I said this as a joke but the employee rolled their eyes and said "it's fine." and walked back.

My request is for this location to MOVE the pickup rack to a more customer-friendly location if someone isn't going to be dedicated to it. They acted like I should have just grabbed it, but the rack location makes this whole process really confusing. The experience was embarrassing honestly, having employees and customers literally sit and stare at me was uncomfortable, and the hostile vibe of the employees needs to change.

I do have a few positives. They provided enough forks and napkins with our food, and the queso was a perfect temp. A little bit spicier than I remembered but still very much enjoyed! The restaurant seemed clean enough if you eat in... but I would still consider another location or another food...

This is the worst Chipotle in the Cincinnati/NKY area. The workers are incredibly rude, they skimp you on portions, the food is trash, they have a roach problem, and they cancel your door dash order without telling you, then they don't answer the phone when you call to question it. I've gone to this Chipotle many times since I live so close and it's bad every. Single. Time. I also have never had roaches in my house and have my house treated for all bugs monthly. I started seeing one or two small roaches randomly; my monthly exterminator told me there was no infestation and he couldn't find anymore than one or two so he let me know it's likely that the roaches I saw came from a package being brought into the house... I kept and eye on packages being brought in and the only thing I can correlate with a package and seeing a random roach is bags from this Chipotle! Every time I get food from this location I will see one singular roach the same day or next, then no more after that. I keep convincing myself this location is fine because it's so close to my house but I'm 1,000% done eating here. Spend the minimal extra time and gas it takes and go to the Highland Heights...