Chipotle Mexican Grill — Restaurant in Shorewood Hills

Chipotle has went VERY downhill in recent years... This is the second Chipotle in the area that we have tried going to due to extremely poor customer service. The first location was on Old Sauk Rd. where the staff members were taking selfies at the cash register and wearing Airpods on the prep line listening to music. I had to ASK if they were ready to take my order and/ or to even acknowledge us waiting to be helped.

Last night we went to the University Ave. (Hilldale) location to give things another shot. We should not have! We showed up around 7:30-8pm (they are open until 10pm; it's not like this is a unreasonable time to order) The prep line was trashed!! Food was everywhere and unstocked food bins upon every step in the ordering process. The staff was acting mad that customers were there and being short with customers in front of us, at one point they were out of lettuce and a man threw the metal food bin across the back bar smashing it to the ground shouting "MAN! I JUST CUT LETTUCE UP!!!" …incredibly uncomfortable as a customer standing there watching these workers act like pouting kids not wanting to wait on paying customers coming in. If the employees don't want to work here, they really need to find other jobs since there are PLENTY of openings in the area. I come from a background in customer service and have worked on a prep line for several years, I get the frustrations of rude customers. But this is not that case. It's simply uncalled for and we are done giving Chipotle and the staff a chance. We don't go out to eat to feel like we're the people inconveniencing THE STAFF to do their jobs. Do better...

WTH CHIPOTLE! I used to love getting Chipotle mainly because you’d get a healthy serving of each ingredient in the burritos when you ordered them. I know there’s been a lot of news regarding chipotle skimping on serving sizes especially for protein. As a lifter and Trainer I love their burritos protein options but what I cannot stand is when I order a burrito and ask and PAY for DOUBLE protein of choice and get this. This image you can see the ENTIRE burrito is filled with rice, and about a quarter of the actually filling is meat. When I paid extra for DOUBLE PROTEIN. Completely unacceptable. I’m aware this is not the fault of the poor workers making it but the supervisors micromanaging their portion sizes as best they can to ensure costs stay down.

When I order a double chicken protein burrito with rice, beans, lettuce, queso I do not want to eat a rice burrito. There was hardly any lettuce cheese or beans which I also asked for. I just sat here eating rice in a tortilla.

Edit: just “talked” to the contact link the “owner” sent out in response to this complaint and it sent me to a robot that just said “we will make sure food quality is better in future, goodbye” no human being, no contact for complaints or customer support. Nothing. Horrible...

Ordered a chicken burrito bowl for a family member. The bowl had 1 spoonful of rice - not enough to cover the bottom of the bowl. 1 spoonful of black beans - not enough to cover the rice and 1 spoonful of chicken. Finished the bowl with pico, sour cream, cheese and lettuce. When asked why I wasn't receiving the normal amount workers shrugged their shoulders. You can go to any other Chipotle in Madison and receive considerably more!! Ordered an Izze drink and was told they only had blackberry. I asked why because I could clearly see 2 different flavors - again shrugged shoulders. Amazing that this business charged me as much as other Chipotle's do considering I received half of a burrito bowl and no answer as to why the drink had to be blackberry when there was another flavor. I honestly hope that others have not had this same experience!! Great location to make money, but can't imagine they have much of a return customer business. Very disappointed in...