Chipotle Mexican Grill — Restaurant in Salem

I’ve had good experiences here in the past, so despite this 1 star experience I felt it only fair to give them 2 stars. I did not want to leave a review, and I did not want to be reimbursed for my meal. I simply wanted to call and speak to a manager about my experience. But after calling twice, I see this is their preferred form of criticism. I feel like I was in some way punished for not tipping carry out. I placed my order ahead, drove to the carry out line. They said they did not receive my order. I apologized, it was my own error processing payment on their mobile app. This is before noon, so there are no other cars in the drive through line. I place my order and waited at the window patiently. I watched her make my order within a minute or two of placing my order. She bagged it up and set it aside while I sat at the window and waited. And then I watched her make no less than 5 other orders. Still no one else in the drive through line, just me waiting at the window. 27 minutes elapse. I know because I was on the phone with my wife and had the call timer running. Finally, without any words the tall skinny lady who made my order opened the window, handed me the bag and shut the window. Nothing else. I was going to ask for a vinaigrette to take with me, since it’s not an option on the mobile app. I didn’t get that luxury. Then I get back to my place of business just 6 minutes away from the store. I get there and my bowl has a ton of sour cream, what seems to be a lot less than a double portion of chicken, and is literally cold. Not cool, not room temperature, cold. I guess from the massive heap of sour cream and dying on the window for nearly half an hour. I’ve spoken to the owner of this store while in the line to have my meals made. He seemed like a cool guy. All I wanted to do was voice my experience so he could address it with his staff member. But since I couldn’t get anyone on the phone I was forced to instead leave a bad review. An unfortunate experience that I hope will be addressed. I’ve always loved chipotle and I’m sure I’ll be back. But this was a poor experience to...

Review for Chipotle in Salem, Virginia

I was born and raised in Salem, Virginia. This is the second time that I’ve tried to come to this location since they’ve been open. Although I am from this area, I do not live here anymore. I am very unhappy with the service from David today.

I went to buy a complete salad bowl. The reason that I like the Chipotle salad is because of the vinaigrette salad dressing. I normally get two dressings and have never been told no before. Today, they told me that additional salad dressing is not available because people have taken advantage and destroyed their ability to make it without giving it away, so they only allow one per bowl. David quoted to me that TikTok has destroyed their ability to do certain things at their location. I am perplexed and completely unhappy with this.

David told me that his district manager's name is Carrie. I don’t understand why they couldn't provide an extra dressing, especially when I offered to pay for it. As a result, they wasted a complete $15 bowl that I left behind because I can’t eat it without the salad dressing. I asked him to show me where it says that I can’t have more than one dressing, and he couldn’t provide any sign or information. I even offered a dollar for charity for the extra dressing, but he just stood his ground and said no. I can’t believe they chose to throw away a $15 purchase instead of allowing me to pay an additional dollar for another dressing.

This is ridiculous and completely unacceptable customer service. This is the second time I’ve been here since they’ve been open, and I’ve gotten a bad vibe every time. I would like to hear back from corporate on this situation in Salem, Virginia, as this experience has been very...

One of the less favorable Chipotles I've been to. The staff aren't nearly as friendly as they are at many other locations. I had placed an online order for pickup. There were only a few customers when I arrived -- two or three people currently being served -- and it was pretty relaxed and empty for a Chipotle at around 5pm. However, when I got to my destination, I realized that they made the burrito as a bowl instead. My boyfriend and I don't get the burritos that often (for diet's sake) and were really disappointed, so I returned and asked for it to be fixed. They still weren't busy at all (helping one other customer), but they had a great deal of attitude with me, giving me dirty looks, sighs, and just sounding all around irritable. They put the bowl into a tortilla, and it worked, but it still wasn't great. The tortilla was poorly wrapped. Still, I will have to say that the manager and one of the ladies working with the Chipotlane were exceptional. When I ordered another time, my order had been confirmed on the app, but never came through. The employee was very sweet, and the manager was just as much so. She was patient with me as I was with her, she made sure that I had ordered, made sure that my order hadn't already been made, and then, she made the order right there for me with no need for any new purchase or weird technical things. She read my order off of the confirmation on my phone and had it to me quickly. It was a slight delay in service, but by no more than 5 minutes. They were wonderful that time (though, to be fair, I didn't go into the store this time). Perhaps it's a swing or a miss. But the food was still good, the service was quick, and I like the area and the building...