Chipotle Mexican Grill — Restaurant in San Rafael

Horrible experience and extremely rude service at this location. I rarely write any feedback but couldn’t think of a better way to share my experience today. Both my kids love chipotle and have had great experience at other locations. My 8yr old son and I went to chipotle San Rafael on third Street today and my son was looking forward to ordering his own build your own taco. When it’s our turn, this service person (Ji….a) asked what do you want? I told her 2 burrito bowls and 1 build your own taco. She threw the bowls onto the counter and yelled at us rice, beans, meat?? Without trying to take the order one by one or clarifying which goes into each bowl/plate. My son was trying to order and she was not listening and kept yelling any meat? Seriously which item you are referring to? Then the portion of the steak she put in my son’s order was barely an ounce vs the 2oz standard. I asked her to add extra portion and she yelled again…you have to pay extra. I said I understand. The extra portion barely fit half of the small clear plastic container. My Sunday chipotle routine with my kids turned into a nightmare…my son left in complete shock and disappointments. The customer behind us told me afterwards that she observed the whole thing and was shocked as well. Also, this was not first time I had issue with her..it’s the first time my kid was waiting in line and trying to order...

I used to eat here every week. Now it has become a homeless encampment. I regularly see homeless laying on the floor charging their phones and sleeping on the tables.

Today was the second time I couldnt use the men's restroom because someone was showering in the sink again and he wouldn't open the door regardless of how hard i knocked.

I informed a staff member and asked them to get a key to the restroom. I was told, "i don't know."

Thankfully a kind young lady customer who overheard the exchange checked the ladies room for me and watched the door so i could use that restroom.

I know it's uncomfortable for staff to confront homeless people and ask them to leave, or clear them out of a restroom, or call authorities if they refuse. But a competent manager should be able to handle these issues.

Unfortunately, this is what happens wherever progressive policies dominate. Mental illness, drug abuse, and homelessness abound. And when you cant institutionalize those who are incapable of helping themselves they spill over into your establishment and run your business into the ground by driving away your customers.

The homeless already practically own city hall, downtown, the public library, bus stops, the train, the medians, and freeway overpasses.

If you're going to let them treat your establishment like a La Quinta inn, or a truck stop shower, then I'm done...

I gave a 1 one star on service, because they did not have the great customer service that I get at all the many Chipotle resturants I have had the pleasure to eat at. Start with, the place was very clean; inside and outside. I ordered the new honey chicken, in a bowl; the bomb !! We visited this location on 4-5-2025 at around a little after 11:00am. Now for the customer service; they all hate their jobs. This job includes the best customer service to represent a great company; failed. No smile when greeted with a big smile from my wife. She just figured that this person was having a bad day. The next employee was even worse !!! The young black lady was not only rude, but very snotty. I was treated about the same from the rest of the staff. The young Hispanic lady with the gold tooth in front of her mouth, acted like I wasn't even in front of her. This could not be my Chipotle that I enjoy each each time in all the states that I have visited !!! Wow, customer service; zero. Kindness to your customers; zero. Their was not a receipt given to us either. We just wanted to eat and leave !!! I will still enjoy this company, just not at this location !!! See my reviews that I have given to other establishments, very accurate and fair. Owner needs to reassess their training or hiring qualities...