Chipotle Mexican Grill — Restaurant in Ross Township

Worst chipotle I have been been to.

I eat at chipotle about once a week because it is one of the few places I can eat with my dietary restrictions. Due to my job, I am all over the city and have frequented several of the locations. I went into this location a few weeks ago for dinner, it was the first time in months I had been to this location. The line was longer than most places but I was determined to get my salad. After about 20 minutes of waiting, I finally got up to the counter to order. To my surprise, I saw how messy the prep line was. There were half finished orders everywhere and workers coming and going with no regard for me. I wasn’t sure who to give my order to and those that I did would start my order and then walk away without saying anything. Let’s get to how chaotic it looked: condiments and toppings spilling over onto the “prep” area. I was relieved to get my order and leave because of the chaos happening behind the counter. How could they possibly run a business this way!

I get home to find that my order was not in the bag I brought with me. Instead, I had someone else’s order. An order I couldn’t eat! I called and spoke with a male manager who informed me unless I was willing to drive back in, there was nothing he could do. He couldn’t have it sent to me because they use a third party delivery company. He said I could come back the next day - but how would that help me now?! I told him about the chaos and he agreed, said he was sent there to help get this location into shape. He looked up my transaction and assured me that he would reimburse my chipotle reward points - I wasn’t sure what that meant but j assumed that meant I would get a reimbursement or an online coupon for a free salad. It would take 24-48 hours to show.

72 hours later I received no such thing. I called again, this is outrageous - I literally paid for a meal I couldn’t eat. This time I spoke to a woman manager. She apologized and said she would send me coupons. Got my address.

Three weeks later, I still have not received them. That means two managers that I spoke with that said they would do something and they didn’t. I went in here about two weeks ago just to see if what I experienced was a fluke. It was not! It was slightly less messy, but still pretty bad. I took pictures.

How is it that all the other chipotles have a clean, organized location and this one looks like there is no one supervising?! Why are the managers...

TLDR; vegetarians, check your food before leaving the store. IF staff is willing to help you if you have to drive back with a wrong order (in my case, three times they've given me meat and I'm vegetarian) they'll be very rude about it.

This location has gone very downhill since they introduced their online-order-only COVID modifications. I fully support these modifications, if only they were implemented properly. Three times now I've gotten back to my office to discover that I was given the wrong order (with meat instead of sofritas). I'm vegetarian for health reasons, I literally can't eat it. This hadn't happened in the 2+ years I've been going to this location pre-COVID. The first two times were more or less resolved to my satisfaction (though one employee in particular kept making faces and rolling her eyes), but this last time...

I got back to my office to discover that I was given chicken. Not thrilled that I'd have to wait 2.5 hours to finish up my afternoon meetings to go back and have it fixed, but okay. I arrive back at the Chipotle at 2:30 (note, 1.5 hours before they close), to find both sets of doors being locked. Another customer's bag of food is sitting on the ground outside. The same rude employee I've dealt with before sees me and waves me off. I hold up my bag of to show her there's a problem, and she just shakes her head and wags her finger at me. So, no lunch for me, and a burrito bowl that I just have to throw out. If I eat it, I'll get sick.

I filed a complaint with corporate, and was given a free burrito for my trouble. So, basically just the opportunity to drive back one more time, instead of some kind of apology for the extra drive and my rude treatment. I feel a little entitled I guess, but this has honestly been the worst customer service experience I've had since I was the one doing the serving.

I'll be going to the McCandless location from now on. Driving twice as far seems like it's worth it in...

I moved up McKnight with my partner about 6 months ago, in that time period I’ve only stopped at this chipotle 3 times now because of my completely negative and unprofessional experiences I’ve had there. I literally drive 15 extra minutes to go to a different chipotle, but today’s experience was insane. They’re usually out of fajita vegetables, corn salsa, lemonade and fresca drinks it’s been all 3 times and I can’t get any of those things. Today obviously none of those things were there, but there was also no Tabasco and lettuce on top of that. The employees were friendly and I’m not sure if it’s a management or franchise problem, but I’ve NEVER had experiences like this with chipotle. To top off why I’m making this review, my partner and I got bowls with the ingredients we really didn’t want and then we sit down to eat, no sauce, no napkins, no FORKS!! yes that’s right, NO FORKS. Insanity. I said what? I wasn’t trying to be rude but we couldn’t even eat the food we didn’t want, then they yelled out everything they didn’t have. I see dozens of people leave this location everytime I’m in it and uber eats drivers pacing around stressed because all the orders are incorrect or can’t be completely due to complete lack of inventory? Or maybe just laziness, we don’t know. But we won’t be returning here until something is done. Also don’t come to this location if you aren’t using cash because we were forced to pay card two out of 3 times visiting this location. Restrooms are filthy. Tables aren’t whipped. Condiments are stocked. I really hope things can be taken seriously but looking at the amount of bad reviews, I don’t know what corporate place would let someplace get this out of control. Like I said the employees are friendly so I’m not giving service 0 stars, just...