Chipotle Mexican Grill — Restaurant in Richmond

I left this review on both of this location's Google postings because I think everyone should see it: The serving sizes were actually really good for a Chipotle, but that's where the positives ended. I don't normally leave negative reviews, especially about customer service because I know people can have bad days. But when I walked in, no one acknowledged despite it being empty. Dirty pans were all over the kitchen, and the employees were SO cold and rude that I even asked if I had accidentally come in close to close (nope, still had 3 hours before close when I arrived). When the worker approached to take my order, I smiled and said hello- she looked at me like she'd rather be anywhere else and said NOTHING in response. I tried to be polite and give my order, but the person making my bowl wouldn't even ask what I wanted. I try to give people the time they need, so I was waiting for her to let me know she was ready for the next item by asking what I'd like, but I kept having to prompt her to continue making my order. Then, two other workers came out, and they all started talking like I wasn't even present, and were much kinder to each other than they were to me. The man on the grill even joked about how unhappy the girl making my order looked and how she clearly hated her job (his words, not mine, but I agree). I had asked for extra cilantro, or a different chip size, or a large drink, etc. Little things, but I was very polite, always saying please and thank you with a smile. Each request was met with a look that I can only describe as a dead eyed stare- both from the woman at the register and the one making my food. By the time they handed me the wrong drink size and charged me incorrectly, I was too uncomfortable to correct them because they clearly didn't want me there, and I just paid and left. Again, the portion sizes are good, but my bowl is filled with hard grains of rice and undercooked beans. I'd rather have a smaller bowl with properly cooked food than this. This was probably my worst experience at any Chipotle, EVER, and they just opened this year. Truly atrocious customer service, and the woman who was entering as I left told me they'd had a fundraiser event there earlier in the evening and gotten terrible customer service then as well. As someone who used to be in food service, I get that it can be tough some days. But if you hate your job so much that you make other people feel uncomfortable, you should probably...

My family loves chipotle we eat it atleast 2x a week. This location is below average- the attitudes are miserable- very unpleasant- Lord for bid we want fresh steak. We came @4:45 on Sunday 14th- the steak was extremely dry looked and tasted like beef jerky. The cook and manager got irritated that a customer asked for fresh to be made- customer stated they would wait.

While we were sitting in the dinning area- the girl with purple hair was talking badly about the customer that wanted double steak- Then after the customer left the manager on duty and the cook and the line worker were all talking loudly and aggressively about the customer.

Then the cook that is a male with black rimmed glasses and dark hair was eating out in the open in the pack line with the same gloves on that he had just cooked...

They may as well close their doors at 7pm every day. Multiple times I’ve ordered and gotten there just to be told they don’t have the ingredients prepared for my order and they don’t have any other options to supplement my order with. It ends with one of workers getting the “manager” where proceeds to tell me that he can’t do anything about the fact I’ve already placed and paid for my order and I need to jump through a series of online customer service hoops to get a refund (in 3-4 business days).

If you’re not going to plan diligently for the entirety of your business hours, change your times or learn how to better manage your food prep. Having a customer leave without their paid for food and having the customer look into the means of a refund independently is unacceptable...