Chipotle Mexican Grill — Restaurant in Novato

Usually passable because I love Chipotle, but this location continually diminishes in terms of their service. Having worked in customer service, I understand that there are days when you can get fed up with customers. But some employees at this location just immediately show you they’d rather be anywhere else. Some are great, but others just make a mess of the meal by carelessly and sometimes aggressively placing ingredients in the bowl/burrito, all while looking upset.

Another issue this last time was when trying to specify I wanted to order two things. I gave my first order to the male employee putting together my bowl, who then passed it off to the lady helping him to finish the bowl. But as I looked to go back and give my second order, the guy had already started taking orders for the family of three behind me. So I was then put in a position where I gave up my spot in line to the family behind me. Once the employee was done with their orders, I let the employee know that I explicitly told him I’d order two things, which he forgot and didn’t even apologize for. And once it came time for the family of three to pay, we had to spend extra time figuring out which bowls were theirs and which one was mine given that I started my order before them but due to carelessness, was now lumped in with the others.

Please do better, I’m a huge Chipotle fan but the service at this spot is poor. I understand when it gets busy that you want to go as quickly as possible, but please don’t punish the customers by...

I will not be returning to this location, especially after speaking with the manager, and how he was so nonchalant about the whole situation didn’t really seem to care too much at all.

I walked in because I wanted to order something. I had to make a quick phone call. There was nobody but one person inside their facility I was right behind her, ready to place my order. When an older Caucasian couple walks in after me and the lady automatically skips right over me to ask them if she can help them and then when I asked her, why did she skip over me I was next she just looked at me and shrugged her shoulders and pointed at the couple.

This happened like 4 to 5 times when I kept telling her I was next in line she acted as if she didn’t understand what I was saying. Then she kind of smirked and laughed about it, this is in no way acceptable and I will not tolerate it. This will be reported to corporate and the fact that the manager didn’t even want to resolve anything didn’t ask my name. My phone number didn’t really seem to care or that he was going to do anything about it. He just wanted to get me off the telephone. He seemed very young and inexperienced when it comes to how to handle escalated situation’s or customer disputes. I don’t patronize businesses that treat people this way. It’s disgusting and yes, I am an...

I came in to get a chicken bowl and of course I got ultimate skimped on chicken but anyways I sat down this time to eat and I seen a lady who came in to say she was there for a pick up of a catering order. She waited a few minutes, then they brought out the boxes and she asked for help and this old man that works there said no can do, so this lady proceeded to pick up two boxes by herself and then walked back in to grab another two boxes and continued doing it herself and told the cashier if that was acceptable to not help a customer who had a huge catering order. Honestly even though I was eating at the moment I myself regret not helping out this lady who probably paid a couple thousand dollars alone for this catering order on a Monday 11/18/2024 like the cashier didn't even want to help knowing this woman should not be bring out all these heavy boxes by herself or at all after that much money spent. This company deserves to get boycotted but for obvious reasons it won't but I know seeing that specifically made me want to no longer come here for my lunch break anymore. Horrible horrible customer service. Don't hire people who won't help customers let alone huge paying customers knowing they paid the majority of the days sales for the daily goal a huge chunk of the...