Chipotle Mexican Grill — Restaurant in Riverside

I recently had a disappointing experience with customer service while attempting to take advantage of the NHL jersey buy-one-get-one-free promotion. Before making my purchase, I confirmed with the cashier that I could use my chips coupon alongside this deal, and she assured me that I could. Based on this confirmation, I proceeded to redeem my coupon.

However, when it came time to pay, the cashier acted as though she was unaware of the buy-one-get-one-free offer. Another employee then stepped in to provide a coupon code for the promotion. After applying it, the cashier stated that both the BOGO deal and the chips coupon had been successfully redeemed, but the price reflected otherwise. Shortly afterward, yet another staff member informed me that I could only use one offer—either the buy-one-get-one-free deal or the chips coupon.

Rather than acknowledging the miscommunication and apologizing for the incorrect information provided, the employee suggested that I had misunderstood. He then asked, in a condescending manner, whether I wanted the BOGO burrito or the free chips. I clarified that I wanted the BOGO burrito, not the chips. In response, they removed the chips along with the side salsa that I had selected for my burrito. When I questioned why my salsa was being taken away, the employee dismissively replied, "Oh, I thought you didn’t want chips and salsa. But if you want the salsa, I’ll go get it for you."

This experience was frustrating and highlighted a lack of professionalism and customer service training among the staff. Clear communication, accountability, and proper handling of promotions are essential in ensuring a positive customer experience. I hope that management addresses this issue and provides adequate training to prevent similar incidents...

We purchased burrito bowls and, as we approached the end of the line, learned they were out of lettuce. WHAT? I and many others in line were shocked. Most people eat at Chipotle for the fresh and healthy ingredients, of which lettuce is a key part. Though running out of supplies is a clear indication of incompetence, it happens. But when there's a grocery store right next door, there's really no excuse. When I offered my disappointment, the very rude girl behind the counter informed me there was a sign at the beginning of the line and on the front door. But that sign didn't say "we're out of lettuce," it says "Romaine Calm" in large, bold letters, and then goes on to explain that they're out of lettuce in the fineprint below. I guarantee you nobody is reading that fineprint in the few seconds it takes to enter the building. And I know that for a fact because everybody in line was shocked. How about trying to create a sign that's informative, instead of trying to be cute. Had we known they were out of lettuce when we entered the restaurant, we would have left immediately. I have seen many times where restaurants make a trip to the store to purchase ingredients before ever telling a customer they're out of something. That's what forward thinking businesses who care about their customers do. I'm sure it costs more, but that's what you do to accommodate your customers. I eat at this Chipotle all the time but, after this experience, I won't be going back. I refuse to give my business to companies that are...

Edit 2022: Dropping stars to 3. There seem to be a lot of new faces behind the counter lately, so I don't know if this is a new trainee issue, but lately it feels like I'm playing Russian roulette with salt content every time I go to this location, especially in the barbacoa, chips, and occasionally rice. Tonight's barbacoa was so salty I couldn't taste anything but salt, and I've had a few bags of chips in recent memory where the chips were so caked in salt my tongue burned. Also, be vigilant if you order a quesadilla. Chipotle created a combo plate where the quesadilla comes with three sides, but I usually order a plain cheese quesadilla with no sides, and have been wrung up for the entire combo plate a few times. $10 for one cheese quesadilla is ridiculous. I agree with other reviews as well that this location is not the cleanest. Probably going to choose other locations over this one for a while, that's a lot of money to waste on food that's barely edible.

Previous review 2019: Love, love, love this place, so glad we finally got a Chipotle in the neighborhood. Staff is incredibly friendly, and service is always great. Best...