Chipotle Mexican Grill — Restaurant in Smithfield

This store is a dumpster fire, along with the corporate process for handling complaints. I went here a few days before Halloween and still waiting for a refund/resolution on being overcharged. Number 1, they said you can't order quesadillas in store, only online because they took too long. Really? Isn't that up to me if I choose to wait for it? But it's an online only item. So couldn't I just get it online then wait and store? Forget about how dumb that is for a minute. As a workaround, I ordered two kids quesadillas, which they made, but still charged for a normal sized one. Then the cashier said the more expensive charge didn't go through and reswiped my card to adjust it. But nothing was adjusted per my bank statement. Tried to call the store, directed online, convoluted email from generic robotic customer service with all kinds of specific questions that were already answered by my email in the original complaint, with screenshot included. They still haven't answered or resolved, so I went into the store to speak to a manager. Her response was that they can't fix it because the charge already went through? Excuse me? Isn't that the whole problem, that I was overcharged and had to wait for the payment to clear to confirm it happened? How about offer a gift card or free lunch and call it a day, pretty simple alternative to resolve if you have any experience in food service/hospitality. But then, I asked why quesadillas can't be ordered in store in person, and her response was that the quesadilla machine is in the back of the store, and they can't have employees go from back to the front. Wait, then what do you do with online orders, ship it? This is the dumbest logic I've ever heard, and this is obviously a collection of failures and a crew with no skillset to handle something this basic. Everyone makes mistakes, sure, but this is a laughable joke. Corporate IG didn't accomplish anything either. How is it this hard to figure out a $10 overcharge and fix the problem...

I ordered a 2 taco bowls. Does that seem complicated? Used a delivery service to bring it to my house. When I looked in the bag, it was just a children quesadilla... really? Why? Why me? So, have you ever tried to call this store? Well, you can't. In order to contact anyone you have to go through and type out exactly what the issue is through this weird email contact. It's not very user friendly, mind you. It's one of those where you can only pick from the options they present to you instead of just typing what's wrong. Frustrating! So finally, after 20 minutes of hating having to do that, I had no choice but to go there. Which I didn't want to do because I was not feeling that well. It was definitely a frantic environment when I got there, but I understood. The reason I gave 3 stars and not 1 star, is because the manager was so very sweet. And I'm sure it wasn't her fault. But she remade y whole order and was quick about it. With all that being said, Chipotle, please hire more staff for your store on Route 44 and make one of them a quality check person for all take out orders. You'll spend less money this way than in having to redo or refund...

I’ve been to this chipotle twice. Once around 1:30 pm and once around 5pm. I’ve gotten both dine in and carry out. Both times; every single table has been dirty. I don’t want to sit down to eat because of it. Sauce or food or drinks are smeared and the stainless steel looks disgusting. I picked up an order to go today while also getting an order made in line. The to go container had maybe half a scoop of brown rice in it. The container it was packed in also leaked through the bag and onto my clothing and in my car. Both times I have been here there have been missing ingredients at the bar - today it was no grilled vegetables. The other time I went they were out of white rice. There was no one making any effort to make more so none was offered. My chips have been stale both times as well. The foods flavor is consistent but that’s really it. The staff seems split down the middle - some care & some don’t. I’ll be heading next door to Cava...