Chipotle Mexican Grill — Restaurant in Shrewsbury

I used to buy food from here at least 3 times a week; but since the pandemic hit, everything is down hill at the Shrewsbury, Massachusetts location.

There have been SO many problems here (read other reviews) that I stopped doing doordash for chipotle and stopped attending this location all together, let me tell you why:

Many nights when I had rewards for certain items, the cashiers never could figure out how to take the freebies off.

The food has on numerous occasions been spicy enough that my husband and I wound up trying to push each other out of the way for the bathroom in what feels like seconds since eating the bathroom, that's no good.

Upon finding out I was pregnant I wound up with mild cases of food poisoning that made me legitimately have to contact my doctor to check on the baby over it. I found cold or raw food mixed into my order and after what felt like two bites had to throw out the entire order because it was hurting my stomach.

Stale/overcooked chips or no chips at all. Ugh, this has happened so many times here and honestly...that's what makes the meal.

They pull items half hour before closing...and continue doing it when there are customers in store ordering.

For pregnant mommy's safety you never list whether the lettuce was freshly cut or prepackaged so you're risking listeria to pregnant moms which can kill their baby's growing inside of them, especially since most days...it looks brown.

Apps over quality customer service: while I get its 2022 and technology is a huge impact in every day life....Apps like DoorDash and Chipotle are taking TOO MUCH of a priority away from customer service. I get there are a few customers who don't mind using it, but when you care more about sales, fast paced environment, it does slow down an establishment ALOT. Chipotle employees prioritize the people who door dash over those 5-10 in line waiting for upto 20 minutes for the to go/delivery orders to be made. THIS IS UNFORGIVABLE AND UNPROFESSIONAL!! Especially since it happens during your busy peak hours.

No gloves being worn most times. Do I need to really elaborate on this?

Chipotle, please do better for Shrewsbury, Massachusetts this is such an inconvenience to...

04/18/2024: Recent experience The service was awful. Customer service reps were not friendly at all and their actions and expressions suggest that they were unhappy that we were there. Don't smile back.. Don't answer well wishing questions... turndown conversation starter questions.. Arrogance atmosphere. It's a shame that such a nice location to have a meal has this unfriendly ambience.

This is my third bad experience at this location. We have been going to this location for more than a year. Lately, the customer service standards hit rock bottom. Girls who are making the order don't listen to what customer is saying. They make mistakes and we had to tell them repeatedly or go back in the line again for their mistake. On this occasion, the girl who made kids quesadilla did not put chicken in it even though I told her many times before she toasted it. I saw it and asked her why she didn't put it, she didn't answer but impolitely threw some chicken as a side in the container. Didn't speak a word. When we get to the paying counter, the other girl charged extra for the chicken. I paid for it without noticing but realized there and then asked her. She argued that there is chicken in the Quesadilla and there is extra chicken in the side. She didn't listen when I explained that there wasn't chicken in the quesadilla. She impolitely said loudly that there is a big line behind you and I have to go all the way back to make another one for you. I left without saying anything but waited around. Once the line got shortened, I opened the quesadilla and showed a different girl who was at the counter then. She said it was a mistake and refunded.

Once in the past, they charged for Gucamole even though I didn't get it. I realized it after leaving the store but didn't mind it.

This keeps happening and making me think if I should go to this...

Friend and I ordered 2 salad bowls on 7/30/25 at 5:40pm. This was our exact order: salad base, rice, brown beans, black beans, extra fajita veggies, Chipotle honey chicken, corn, sour cream, cheese, lettuce. Salad greens in a bowl are voluminous — the bowl was filled to the top and putting a lid on it would smush the fillings down.

When my friend asked for corn, the woman filling the bowl said: “The bowl is too big, it won’t close.”

My friend said, “That’s okay, could you just put it on the side then?”

The staff member said: “Next time, if the bowl is too big, then we have to charge you extra.”

My friend asked, “Charge me extra for what?”

The cashier, Jagna, running the register then said: “You got too much rice. Next time we will charge you for extra rice.”

My friend did not get extra rice. Plus, rice and corn are included with the bowl.

A third female employee then jumped in and began to insist that “Next time, you will have to pay extra.”

Extra for what?

One person says extra rice in a salad bowl. Another says that more corn on the side is an additional fee.

At this point, it is 3 different female employees loudly insisting that my friend should be paying more, which is not the case. The long line behind us was getting held up as my friend and I were loudly and rudely getting berated for nothing while paying for a product and a service.

This is a customer service issue that needs to addressed as it left an extremely unpleasant taste in our mouths...