Chipotle Mexican Grill — Restaurant in Norfolk

Took almost 10 minutes to be acknowledged by a staff member in an attempt to order dinner. When one eventually came over to us, he continued to carry on a conversation with the manager, for several more minutes, directly in front of us. Clearly non-work-related.

When he finally felt inspired to speak to us as customers, I could barely hear him, as the obnoxiously loud, unfiltered music, blared over the speaker system.

We were the only customers in the store, and it took about 20 minutes to get our food and complete the overall transaction from start to finish. Call me crazy, but to be the only customer in the store at a place that is known to serve food very quickly, I consider that very low bar.

When it came time to pay, the manager was cold, short, and seemingly irritated that I had questions about beverage options. I had expressed to him that I have poor eyesight and I was trying to inquire about a fruit beverage I used to enjoy there years ago that chipotle apparently doesn't carry anymore. He retorted with, "All we got is apple juice.", in an irritated tone. I didn't want to sit there any longer so I just got a fountain drink and called it a day.

There was also a woman who came in who seemed to know that manager, and it appeared that some form of "arrangement" was being attempted to take place based on the subtle verbage they were exchanging. It wouldn't surprise me if it was something illegal, I've seen and heard it all. Someone in corporate should really look into that.

I don't know what's going on with Chipotle, but they really need to go back to hiring quality employees like they did in the past. The people they have staffing and running this location are doing an awful job of giving timely and quality customer service. You wouldn't expect this in Ghent of all places 💯

The only positive thing I have to say about the experience is that the associate did give us a very generous portion size, which was...

This was unequivocally the worst experience I have ever had at any Chipotle location. I arrived at approximately 7:40 pm only to be informed that they were only taking online orders. I proceeded to order online, and the estimated pick-up time was 10 minutes later at 7:50 pm. Most customers were ordering online and waiting for their orders, so the number of people being served would have been the same as if the system was up. I returned to the store at the specified time to collect my order, but it was not ready. There was only one person manning the counter, and he seemed to be the manager, but instead of making my order, he asked for my name. I waited for a few more minutes, and he went to find two more workers who came in from the front door. I wondered where these workers were all this while, and they should not have been taking breaks together and leaving only one person to handle the influx of orders. I overheard one of the workers tell another customer that they were an hour behind schedule because they were backed up. However, I saw them just outside, and they were not making orders. The worker who prepared my order forgot to include the $2.95 guacamole on my bowl, and I only noticed because I was watching her closely. If they managed their time better, she might not would have had to work faster and carelessly, The worst part of my experience was yet to come. I did not receive my order until 8:15 pm, and after taking a few bites of my food, I fell ill within minutes. The food made me so sick that I could not eat anything else for the rest of the night. I was nauseous and had to use the toilet repeatedly. This location is a complete mess, and I will not return unless they fire and retrain the entire staff. New management and employees are needed because the current ones are lazy, unhygienic, and careless. This complaint will also be forwarded...

I have eaten a LOT of chipotle and considerer myself a huge chipotle fan. This one is the only one that I have had issues with. And it is not just the occasional problem. I have numerous complaints every time I go there (I've been at least a dozen and a half times). I only continue going because no other one that is a reasonable distance from where I live/ work, and like I said I'm a huge chipotle fan. The line is typically shorter than other Chipotles that I have frequented, but it takes double the time because half the staff is standing around, or they will have 3 people working the register while only 1 is making the food. Almost every time I've been there some ingredient was "out" or needed to be prepared (I understand this happens occasionally when its very busy, but the fact that this has been the case even when its not busy is completely due to an apparent lazy staff or terrible management). Almost every time the fajita mix is completely charred (which not only tastes bad, but is also very unhealthy) and on 1 occasion I had to throw the burrito out because of how bad it was. On multiple occasions the meat was so undercooked I didn't think it was safe to eat (and I normally love steak cooked rare). During the half dozen or so times that I've ordered online they have gotten the order wrong (either by including an ingredient that I didn't want/ list, or by not including an ingredient that I listed) all but once. I also have shown up twice about 10 minutes later than the burrito was supposed to be ready, only having to wait because they did not make it yet. All these issues are very easily corrected by better management and staff hiring/ training, which makes it that much more...