Chipotle Mexican Grill — Restaurant in Richmond

WORST customer service I’ve ever had in my LIFE. I came into this restaurant 09/26/2024 at 7:15pm. When I first walked up to the line the man did not greet me he got straight to the point and asked “what do you want?” I asked him if I could try a sample of the brisket. He told me “We do not give samples out during the night time” So I asked when should I come in to try it. He told me they only give samples out in the early morning. With my understanding they do not open until 10:45am. That’s not an early morning. Anyways, I got a bowl half chicken half steak. The lady that gave me the meat manually took out some chicken with a PLASTIC cup and placed it right back in with the chicken on the line. GROSS. It was already in my bowl. Once I got to the toppings I asked for a side of cheese. They lady gave me small scoop with her hand and told me it would be extra. Ok. Fine. I asked for a little bit more in the cup she told me it’s pre-portion sorry. How if you scooped it with your hand?? SMH. Once I got to the register the lady with the glasses was SO RUDE. I never experienced anyone like her in my life! I asked her for a side of vinaigrette and she told me “It’s for the salads we don’t have enough” with a HUGE attitude. Look i’ve been going to chipotle since they’ve opened. I know it’s for the salads but they still would give me some. I asked if I could pay extra and she said “You can if you want I guess” She threw everything in my bag. Before I could even move from the register she was asking the next customer if he needed anything extra. The lady in front me wasn’t even done and she said something to me about how everyone was acting. Disgusting!! on top of that they weren’t even busy!!! I own a business, i’m in the health field & I’ve known good/bad customer service my whole life. This experience was HORRIBLE. I will NOT be back. Y'all need to...

We placed an order in the app tonight and it was pretty much downhill from there. Half of what we ordered was out of stock. The employee (yes, there was only 1) was super nice about it and made us an even better meal for the inconvenience , but how does Chipotle run out of cheese? The drinks we ordered were out of stock as well. If that had been our only issue, I would have still considered it a 3-star experience…

I didn’t realize until I got home that the burrito I got was not correct. It contained the hot salsa, which I intentionally avoid ordering because of an allergy. Some trace amounts here and there probably won’t hurt me, but the first bite I took of my burrito was one big pocket of that salsa. It was probably the most prevalent topping on my burrito.

I didn’t bother calling the store because there was only one person preparing the food, manning the register, and answering the phones when I was there… instead, I went into the app and used the chat feature. They tried to offer me a BOGO deal on my next purchase, which isn’t going to happen again any time soon after this experience. I had to put up a serious fight just to get an actual human to chat with, and an even bigger fight to get my money back.

I’ve never had this issue with Chipotle before, but this was a seriously bad experience. Management really needs to step up and help their staff so things don’t fall through the cracks, especially when it can endanger...

Every time I go to this location, I always know something is going to go wrong with my order. I frequent this location as it walking distance from my house. On numerous occasions they are out of rice, proteins, toppings, chips, and even to go silverware! Whether it's midday or evening they always seem to short of something.

Today, I placed a mobile order and arrived to see that the store was only accepting online orders, you're out of luck if you're paying cash! As usual, my order still wasn't ready even though I arrived 10 minutes after the expected pick up time. The employee had to make my order while I was waiting in the store and failed to mention that they were out of fajita veggies I had added to my salad. The chips were stale and overly salted, it's only 2:30pm how are the chips already stale? A simple heads up would've been nice.

As mentioned previously, they are always out of something. Clearly, their management team is not doing a good job of doing simple tasks such as updating the app, preparing enough food, and even placing supply orders. The general manager clearly doesn't care about their job and neither does the district manager if they're constantly overlooking these issues.

Unfortunately since this is such a high traffic location they will continue to stay in business. Upper management needs to be held accountable for their actions and get this...