Chipotle Mexican Grill — Restaurant in Rockville

My husband and I along with our two grandchildren ages 5 and 18 visited the Chipotle in Fallsgrove shopping center at Shady Grove Rd. on Sunday 6/23/24 just before 7pm. Upon walking into the place, we noticed they weren’t busy at all, and all the garbage cans were overflowing, and the tables and floors were very dirty. One of the male employees was mopping in the food area with exposed food lifting the mop at food level several times (this obviously was very unsanitary). A female employee was standing at the counter running her fingers thru her hair with gloves on then asked for my order. I told her she should not be touching her hair like that expecting to touch food. She asked me very rudely if I would prefer it if she brushed her hair instead and gave me a drop-dead look. I never said another word to her because I was so shocked that she was talking to me in such a rude tone. The employee who was mopping could hear her, so he took over without putting on clean gloves and took our order. I should have walked out at that point, but we were hungry, so we stayed. I would have ordered tacos but didn't want dirty gloves touching my food, so I ordered a bowl. After paying, we walked over to the soda area – no ice, iced tea, or utensils! The entire counter was filthy. I asked the employee at the counter if they had ice or iced tea, he said no then backed up to lean on the counter behind him. I then asked if they had forks so we could eat, and he ignored me. All the while the girl with the hair incident kept yelling rude things to me. I started walking to our dirty table that my husband was wiping down and the girl followed me yelling nasty remarks. At that point, my grandson got in front of me, pointed at her and told her to back off. He was afraid she was going to hit me, and thinking back I realized she was ramping up to do just that. The “manager” was getting ice, so I asked him about the utensils. He had the cashier who ignored my request get them. My granddaughter was cold, so we decided to eat outside. Guess what? All the tables outside were filthy as well. We ended up eating at a picnic table further down in the shopping center. The cashier didn’t give me my granddaughter’s apple juice or my receipt, so my husband went back in to get those things. The “manager” said he couldn’t retrieve the receipt without getting it off a laptop in the office and it would take time. My husband told them he would be back for it after we ate. While we were eating my grandson told me that the cashier shoved him while he was putting utensils in the slot but didn't say anything because the situation was already sketchy. The side of sour cream he ordered had so much corn and cheese in it that he decided not to eat it. Some other meat was scattered in my chicken bowl. The chicken was hard to eat because it was so dry. I wasn’t about to complain after the threatening behavior I received – felt like I could have been a statistic in the news because of a Chipotle employee. Just a very odd experience.

There were more than enough employees working in this restaurant and there is no excuse why it was so dirty. I could understand if they were swamped, but you could tell that they just do not care.

I’m so upset that we were harassed by employees, and I should have called the police and made a report, but I know that would be frivolous. I would recommend that people stay clear of this location for their safety and sanitary health.

The health department should shut...

The worst experience in customer service I have ever had. An online order was placed for 3 bowls, a burrito, and 5 chips through the chipotle app. When the order arrived via delivery there was a bag with 5 chips and another bag containing a burrito. This dinner was for 4 kids who were ready to eat! In the confusion the burrito was given to the wrong person. Several items were missing. My sister and I both tried calling but could not get through. So I went to the Chipotle in Shady Grove to retrieve our order. When I entered the location I could see that someone was on the phone and there was a bag with my sisters name on it beside the employee on the phone. So I thought of problem solved I’ll order a quesadilla and get out of here. That’s when I heard the employee say “ no ma’am you’re not telling the truth, that’s a lie” I said excuse me? And she waved me off and said I am on the phone with a customer. I said I know that’s my sister and I’m here to pick up the remainder of our order, why are you telling her she’s lying?” I wait patiently for her to get off of the phone in order to not cause a scene. When she gets off the phone, I tell her she was very rude to my sister on the phone and she should not speak to customers in that tone. She says well you don’t know what she said to me, and I told her regardless of that I was able to see her unprofessional attitude just by hearing the way she was speaking and she should really reconsider the way she handles customer service. She said ok fine you want the money back give me your card. I tell her it was an online order I do not have the card she continues to huff and puff and groan in frustration as she processing my refund! I tell her she is very rude I take her name and a few business cards and she tells me I’m disturbing the customers as if I’m not a customer! So I go to grab the bag of food and the refund and she says to me “you can throw that food in the trash bc I gave you a full refund” I say Cynthia I don’t know how you became a manager but you really need to consider a different career path and I walk out! Never got to order, never asked for a cash refund, was spoken to like I was trash the entire interaction and I am upset! My kids still wanted chipotle so I took them to another location in Rockville pike were I received great customer service never again will me or my family spend money at the Shady Grove Chipotle! Please...

To my utter dismay, while I was in-line placing my order, the tray holding the Sofritas (which claims to be "suitable for vegetarians and vegans") contained chunks of STEAK from the adjacent container. The food handlers are very careless with such important details. When I did mention to them about this observation, the food handlers simply used the same serving spoon to toss out the pieces of steak and promptly replaced the same tray and continued serving. Also a quick view of the other holding trays behind the glass showed mixing of ingredients all over the place.

This is particularly disturbing to people with religious faiths and dietary restrictions who dine at your establishment, just based on your claims of "suitable for vegetarians / vegans". Such dietary restrictions are serious for certain practices, for example Hindus who do not eat Beef/Steak or are vegetarians; Jewish/Muslims who do not eat pork!

This is the 2nd time it has happened to me with this same establishment and in-spite of my repeated request to better organize the serving procedures, I am appalled to see such carelessness.

Also to imagine that people who place on-line orders will never learn about these 'violations' when they pick up their food, as they would have no visibility to the process.

I am sorry but this is really disappointing.

We place trust in the choices we make and on the people who serve us our food, based on our religious, personal and health beliefs.

Very crowded around lunch time. The staff hardly hear your requests for extra servings of the ingredients.... Just keep shoving your bowl/order down the line.

NOTE: At the end of the service, I quietly paid for the meal (hence I have a receipt), discarded the entire tray and exited the establishment without creating a scene.

EDIT I realize that my 'rant' is just going to die down and not that Chipotle will actually do anything about it, but I have to at least...