Chipotle Mexican Grill — Restaurant in Santa Cruz

I used to go to Chipotle with my girls regularly because it’s one of the only places we can all agree on. Every time we go to Chipotle, we ask for a side of salt both because we feel like the food needs a little salt and because we love whatever salt Chipotle uses.

The employees sometimes looked at us funny when we asked, but they have always granted our wish…and why wouldn’t they? Asking for salt at a restaurant is a very normal thing given that most restaurants offer it freely either in shakers on the table or in single-use packets.

However, the last time we went to this particular Chipotle location in November 2023 and asked for salt, the worker said “no.” When I inquired and informed him that we have always been given a side of salt at this and every other location, he asked the manager and she also said “no”. I said, “Really?” and explained again that we had always been given salt in the past, she confirmed that she could not give us salt.

My daughters and I were extremely disappointed. For us, Chipotle salt was as essential to our meal as any other ingredient. Not only did I not appreciate being treated as if my request was crazy and out of the ordinary, but I failed to understand why we were denied such an inexpensive ingredient that they had readily available (I saw several boxes of salt on a shelf). Furthermore, I would have gladly paid for a side of salt as I would for any other side at Chipotle. Sadly, I wasn’t even given that option.

For that reason, my family and I stopped going to Chipotle. Something that cost Chipotle pennies at most has cost them a family of what were and could have continued to be loyal...

I have been eating at this location for years and had previously rated this location well, but I had to change my rating due to consistent bad service.

I always order online and the past 3 or 4 times I have gone it get it, they have not even started the order. I only have 30 minutes for lunch, so this is a problem for me when it takes an additional 10-15 minutes once I get there to actually prepare the food. This last experience was the worst and I will not be returning.

I had ordered 4 lunches a little before 1PM and my pickup time was 1:30. I always like to give a little extra time for them to prepare the order, so I didn't arrive until around 1:45, and they had not even started my order. I was told it was going to take at least another 15-20 minutes which I couldn't wait so I asked to cancel the order. They said they could not refund me. The order was over $50 and I had placed it almost an hour prior! I was told to call 1-800-chipotle for help. I left and tried to call the number on my way back to the office to realize that is not a phone number, and not only that but there is no number to contact Chipotle online.

Terrible service! They will charge your card but won't prepare your food. They did nothing to help with the inconvenience, couldn't even...

Obligatory "I don't usually post reviews" review: this is easily the worst Chipotle I've ever been to and it never ceases to get worse every time I try again. Their newest addition to the s*show is that they only take online orders.. indicated by a greasy piece of paper they wrote on and posted on the glass when you approach the counter. Can't even throw a quick bowl together because they're too busy chatting and goofing off and throwing together messy online orders with extremely gross, excessively used gloves. The whole place is a rodent's paradise and good luck having all of your choice ingredients available. I'd say it's the management but I think the ever-revolving staff of unenthusiastic college students probably adds to it. I'd do the online order thing, but there's about a 50/50 chance of your bag being swiped by one of the many transient folks that lurk around in the parking lot. I'm repeatedly shocked by how a job so easy can become such a catastrophe. Do I feel better posting this review? Not really. Am I still...