Chipotle Mexican Grill — Restaurant in Portsmouth

I am a frequent Chipolter, and to this particular establishment specifically...I will say that everyone has always been pleasant, however recently the place has been very messy...the drink station was a mess today when I went (but I am sure they got hit hard for the lunch rush so that isn't a big deal), but Friday night probably being my worst experience ever, around 8:30pm....I was like day shift would NEVER!! But there was sour cream smeared all over counter and it was getting on everyone's boxes, just messy. Mobile orders covered the counter unbagged, and had sour cream all over them...the lady in front of me had to specifically ask for her box to be wiped off, they were out of steak, chips, forks...when I ordered steak I was told it would be a wait....I asked how long as I looked back and nothing was on the grill, I was told it was still marinating...so I opted for the Al Pastor chicken, which did not disappoint. The girl on the register could not even bag up the mobile orders, for reasons unknown, she seemed very confused by them...drive thru was wrapped, doordash drivers flooding in. Luckily the girls on the line stepped in, after informing the cashier that it was definitely her job to bag them. Also, whoever has been making the guacamole the last couple times I have had it are not mashing up the avocados, large chunks, like half an avocado take up more than 3/4s of my guacamole (that cost extra), and it wouldn't be so bad if they were actually ripe but they have been hard. I will say that the gentleman (tall, thin, light skin) that mans the grill on dayshift does an amazing job, by far the best meat from any chipolte around. I will continue to give Chipolte my business, this doesn't hinder that, I sat on writing this review for several days but when I went today and my guac was all avocado again I decided maybe it would benefit us all if wrote it. This is just for informative feedback purposes, change doesn't...

Today, April 20, 2024 @ 4:50 PM my husband and I went to Chipotle on Frederick Blvd. The African American young man taking the order was very professional and let us know that they only had chicken and gave a time frame when the other meats would be done. I proceeded with my order and he passed my bowl to the next young lady to put on the fixings. This is where the problem began. She was rude to the lady in front of me so I gave a friendly gesture by speaking. She did not respond so I asked if she was okay and she rudely said I’m fine, while throwing the sour cream on my food. So my husband comes behind me and speaks, again RUDE!! He asked if she was having a good day and she rudely replied, “do you want cheese or not!!” Again he asked if she was okay and she rudely said, “what else do you want.” Now I’m a sincere wife and I do not take it lightly when someone speaks to me or my husband with that level of disrespect. I asked the cashier what this young lady’s name was and she replied, “I don’t know her name, I just began working here.” Now I understand that she didn’t want to get her peer in trouble so I stated, I’m calling corporate. We sat outside and other customers came out complaining about this young lady. I am very big on customer service and this young lady didn’t know who I was. I could have been a District Manager from another Chipotle or a food critic. I taught customer service for over 30 years in my 40 year career in and if I were the manager on site, I would have asked her to clock out. This type of negative behavior could affect the company’s profits. In addition, the food was awful. The rice was not cooked and the chicken was burnt. I will not return to this establishment and someone needs to reiterate to this young people that they need paying customers to keep the...

Ordered delivery from here last week, when it arrived my bag was open and one of my burritos was unwrapped in the bottom of the bag. I assumed the delivery driver rummaged through my bag. Decided to try again this week but I picked it up myself this time, hoping for a better experience. Unfortunately I did not have a better experience. When the girl at the pickup window handed me my food I noticed that none of it was labeled so I asked her about it and she said she was new and didn't know what to do about it so the manager came over and took my bag from me. They both acted as if I was bothering them for requesting my burritos be labeled. When she took the bag I assumed she was going to remake the burritos to be sure they were labeled correctly. When I got home, after taking a bite I realized that was not the case, she put the labels on the wrong items. I almost wonder if she did it out of spite because I "inconvenienced" her (but that's not an accusation). I ordered cheese on my burrito. My son cannot eat cheese. But his label was on my burrito. So I'm extremely blown away that a manager of a food service establishment would be so careless with the safety and well-being of their customers. In my opinion, she should be fired. It may sound harsh but that is an incredibly irresponsible thing that could land someone in the hospital or possibly kill them. I will not be returning unless they hire new employees/managers or train...