Chipotle Mexican Grill — Restaurant in Solon

I almost never write bad reviews, but this was the worst experience I've ever had at a Chipotle. The staff were disrespectful to nearly every person in the restaurant. This was at about 6 pm on 4/3/24. I would have thought it was just a bad day, but the last time we came here the staff were quite snappy, as well. We won't be coming back and I recommend others stay away, as well.

First, the lady in front of me asked for sour cream on the side and the lady serving it didn't listen so she put a big glob on top and when the patron asked for it on the side she said "I didn't hear you, too late" and just boxed it up. She also rolled her eyes when the lady's daughter asked for the tortilla that they had ordered (it got set with my order on accident).

Then when I asked for a steak burrito they were very snappy saying "we don't have any" and just glared at me while I tried to pick something else. She put a MASSIVE glob of sour cream (enough for about 3-4 servings) in my bowl when I asked for only a little. I asked her to put cheese on the side so that I could scrape the extra sour cream off and she just tossed it on top instead. She barely put any cheese on my burrito and said she was going to charge me for extra (she put twice as much in the bowl), kept trying to put things on the burrito that I didn't ask for, and then got mad when the burrito was juicy from the salsa so she had to get another tortilla.

Lastly, there was a woman who asked for a gluten free bowl and the cook was nearly shouting at her that "I'm not doing that for you. I'd have to shut down everything which I don't have time for and I don't care." There were only three people behind her, it wasn't like there was a massive line. She even sounded like she was willing to wait, but he just kept saying he didn't care and wouldn't serve her. If he truly couldn't do it, he could have been much kinder in explaining it instead of shouting at her from the cooking station in the back.

I've worked in customer service before and I would never even dream of treating my customers like this. I would complain to corporate, but they have a 1 star rating, which tells me they clearly don't...

I’m leaving a 3 star review, because I’ve been to this location and have had plenty of good experiences that I do not want to discount. However, the past few times have been so bad that it warrants a 1 star review and hopefully to encourage changes within this location or at least to warn others. The “Manager,” I believe his name is Chaim, is one of the rudest and most unhelpful employees I’ve ever encountered. He takes no interest in helping his staff members during rushes, and the few times I’ve seen him help the line move along he’s had a bad attitude about it. I’ve also seen him on numerous occasions charge people the Dine-In tax when they were clearly taking out, and he’s done that to me as well. When confronted, he said to me if I really need my $0.40 back I can call customer service. I’ve asked several of the good team members that have provided excellent service if they enjoy working at this location and all of them laughed and said no. It seems that the culture the management wants to promote here is centered around putting as little effort as possible into your work and to dismiss any customer feedback. As for my most recent experience, the girl at the order line did a very intentionally poor job making bowls and burritos and even denied the customer behind me white rice until he insisted, she relented and made some, but not without glaring at the him the whole time. She also sloppily “rolled” a burrito for another customer, and absolutely flooded my bowl with sour cream, smearing globs on top of the aluminum lid when closing it. This employee is not the exception here as it seems everyone is miserable to be working there. If you happen to get one of the people who are capable of smiling and being helpful, consider yourself lucky. I wouldn’t expect the good people to last at this location given the way even the managers behave. As far as I’m concerned the only reason this place is still open is because Chipotle has such a strong brand and the food, even if poorly constructed, still tastes...

For the last few years every single time I've gotten Chipotle online or in person the experience has been horrible. Location doesn't matter. Online orders must be a challenge for employees to see what they can get away with. You cannot order extra ANYTHING online because you will almost always get a less than normal portion. Triple, double, extra it doesn't matter. One memorable time I ordered a burrito with double white rice and got almost none, maybe a tablespoon. I only caught it because the burrito was so tiny. I checked my receipt because in these type of situations I assume I messed up, but it clearly showed double white rice. I had to show the employee the receipt because he kept trying to argue about what I actually ordered. Even showing the receipt resulted in poorly rewrapped burrito with less than a normal portion of rice. How hard is it to portion rice? I was thinking about getting it today for lunch, but I remembered how it usually goes. If you go in person you'll get music so loud you need to shout, long lines because employees are either talking to each other or busy in the back texting/standing around and poorly made food. Order online and you'll get incorrectly made/portioned food. You'll be lucky if the rice isn't overcooked and soggy or dry and crunchy in either case. It's really awful when you want food but the overall service at all the nearby locations are so consistently bad that over a year later and you still don't want to risk eating there. I checked reviews for the Solon and Macedonia locations and it the most recent reviews all echo my experiences from over a year ago. People might assume I'm a difficult customer. I'm not. I never even give employees attitude in these situations and am always polite. If the mistake is mine I own it and I try to be understanding having worked in food service myself. Something I've realized is I've had more issues with Chipotle at two different locations than all the other places I...