Chipotle Mexican Grill — Restaurant in Rockville

When I finished ordering and was about to pay, there was another gentleman who had already paid for a meal that asked for a cup for water. They did not have anymore cups, but also said they could not provide any other cups for him to get that water, when pressed the manager on staff and cashier both cited that it was company policy that they were not allowed to give out regular cups for water, even when they no longer had the water cups. The individual was a man that clearly did not have extra funds to purchase a soda cup just to get water. I purchased a soda cup so this man could get water and they seemed reluctant to give it to me but still did. This all happened while your manager and cashier decided to hold the entire line up while multiple people said to “just give the man a cup, it’s for water, every other restaurant wouldn’t care” but apparently this establishment is too good for that and too high end to allow those down on their luck to patronize them.

When I called back to inquire about the regional manager, speaking about how restaurants having water for their customers should be a basic thing and a basic right regardless of having cups, the manager on staff, Lic, laughed over the phone, either at me, at the thought, or at the situation. Then when I asked for her name she said “oh my god” in a tone that only could be included with an eyeroll. The fact that even a manager does not have the proper training to serve your customers with respect and basic decency and attitude is appalling. My friends and colleagues have been going to that location since I worked at the Starbucks right next door. This is by far the worst service I’ve ever received at a fast casual restaurant.

Also the employee on station in the second position kept watching that gentleman closely as she was preparing my meal, slowing the line down, not focusing on the task at hand. I had to repeat myself multiple times to get...

We’ve been loyal customers of this location for years, but over the past year, the food quality and service have noticeably declined. Our most recent visit sealed our decision not to return.

Last week, I ordered a simple side of rice. When I went to pay, I was charged $3.40—something that has always been around $1.25. When I questioned the price, I was told, “That’s how much it is.” I paid and left, but when I got home, I was annoyed and tried to call and speak to a manager. After getting trapped in an endless automated phone loop death trap, I gave up.

The next day, I went to the restaurant in person. The manager came out, and I explained the situation. He said I was charged for a “double side” of rice. I told him I only received a regular portion, not a double. Without even seeing my receipt, he insisted that’s what I had been charged for.

Rather than argue, I asked for the side of rice I supposedly paid for. He handed me a tiny plastic condiment cup—barely the size they use for guacamole—and claimed that was all he could offer. When I explained that wasn’t the correct size, he shrugged and said there was nothing else he could do.

The dismissive, “couldn’t care less” attitude from both the staff and management is unacceptable, especially toward loyal customers. This experience reflects poorly on the Chipotle brand, and unfortunately, it was our last visit to...

Ordered from this Chipotle and service was abysmal. The wife and I was getting a late dinner and got Chipotle due to lack of availability of places that were open. Placed the order online and was told pick up at 10:30. Arrived at the pick up time and they have not even began constructing our order. I sat there waiting for them to finish cleaning up and half way through they started to make our order. It was clear they wanted to leave, which I could understood. They just sloppily constructed out bowls, I asked for taco shells on the side and was told it was an extra charge. I don't know if it was policy but was never charged for a tortilla or shells on the side before. But that was fine. Paid the extra charge and was on my way.

The bowls were fine with the exception of the meat being cold but it is what it is. Was reading some of the other reviews and saw that customer service has been an issue with this location and it is apparent as to why. I used to eat Chipotle twice a week but think I will be visiting other locations for them from now on. I would rather the extra longer drive or go to Qdoba a little more...