Chipotle Mexican Grill — Restaurant in South Euclid

Living in Mayfield Village, we generally have to go to Mentor to get decent service. Mayfield Village/Highland Heights has been historically awful as well as Mayfield Heights (Marcs Plaza). We have extremely basic orders the trickiest being my 8 year old daughters request of plain white rice IF POSSIBLE (no cilantro). The rest of her order is basic (chicken and cheese) so I think the ease of the order makes up for the walk back to grab the plain white rice they have in fridge. In West Side of Cleveland this is done with a smile and seems normal. In Mayfield and usually at this Lyndhurst location it's a Nah when asked. I was pleasantly shocked the last time we didn't have enough time to go further and ordered it at this Lyndhurst location. There was a energetic (quite different from norm) manager or supervisor who said absolutely to my daughters request and told all the employees how she always requests plain at other stores due to a personal allergy. They all seemed confused like they learned something new. My daughter had just gotten done with an event and really wanted Chipotle tonight and with my wife's nursing schedule and my job we couldn't afford the time to go further. Our daughter optimistically believing in the good of people said that nice lady said you can get it there now. The second I walked in I could see it wasn't going to happen. - Employees on phones - The quick stares and hoping to avoid eye contact - Got to the ordering area and employees scurrying away to further recesses of the building. A younger seemingly newer employee came up and asked what we wanted. I said my daughter is hoping to get a bowl with plain white rice and we got it last time via the supervisor. He said "Okay" and my daughter was very excited. He then walked to the back and started to rummage about and my daughter and I saw him starting to scoop white rice while a girl stared at us and then shook her head to him. The conversation continued and he left the rice there. He came back and said with a nervous grin "I can't give you plain white rice" I said "why?" And "we got it before?" Another employee who was on her phone started giving me a death stare so being with my daughter I just said "it's fine, she can pick it out" and paid our 8.50 and left. Never again. I will give employees a break if you are just fed up with picky annoying customers but this is for a kid. He couldn't give me an answer because no answer would be reasonable seeing as he already had plain white rice scooped up. If regional and district mgrs are satisfied with what they see when they come in these establishments, our society is...

Went here last night and as I was in the line they ran out of cheese and chips which actually was not a problem at all. I've noticed that every time I come to this location their counters are extremely dirty, like food everywhere so much that as I am paying for my food theres food by the cash register. A couple of ladies were in front of me and one of the ladies told the line workers that she would wait for her food to give them time to wipe the counter down bc it looked so bad she did not want her food made on it. She was very nice about it not rude at all and explained to them that it's cross contamination to have all that food strewed across the counter and not cleaning. It took them so long to finally wipe the counter down because after she said she would wait, one worker walked away from the line as the other explained to her they were too busy to wipe the counter down. I understand being busy but no one will eat unless they serve the food, people can wait a few minutes so they can wipe the counters down which the lady explained. The young lady asked to speak to a manager where she explained the counters being dirty as well as that she had never seen so much food near a cash register where she paid. The manager did not seem very receptive to her and almost brushed her off and seemed to give the same explanation that they get busy and do not have time to wipe the counters clean when making the food. Also at one point before the manager came the cashier had walked away from the register as the lady was complaining and you could actually hear multiple staff in the back arguing about who was going to ring the food. Eventually my food was rung up and as the ladies walked out the cashier called the lady a not so nice name that I will not repeat here. I do think it might be advisable to retrain staff on food safety because not cleaning the counters is exactly how people get sick and it looks absolutely horrendous. It was dissapointing to see how the line responded to her because again she was not rude to them at all and they kinda just laughed in her face or walked away as she was explaining to them why they should clean...

I am a huge fan of Chipotle. I have enjoyed eating their steak and chicken bowls for years, and was elated when I saw one being built in the new plaza right by my house. Literally up the street. My first visit there, I was shocked at the set up of the restaurant, entirely to compacted together, with patrons being inches away from eat in customer's trying to enjoy their meals. The service, preposterous. The "burrito wrappers" have attitudes and treat you like it's your fault they make minimum wage wrapping burritos. I figured that since the location was so new, that in time the service would improve. I allowed time to pass and once again tried to enjoy Chipotle, only to be met with a similar experience not once, not twice, but four times... Spread out.... Finally, today was the last straw. After waiting 25 to 30 minutes in a line inside of a cramped and uncomfortable location, I reach the counter. When I asked for peppers and onions, they were out. I asked for black beans... they were out. Finally, I became irritated and made my complaint. I asked that maybe I could just have double meat at a discount since I'd waited so long only to be met with incredulous attitudes and unnecessary eye rolling from the "burrito rollers", and half of the ingredients unavailable. I was told that it was out of the question as they had to conserve meat for tomorrow. I was amazed. Not to mention, the manager looked like Roseanne on her worst day, and showed the same empathy and concern for my complaint as she would a crushed bug on the sidewalk. I have never been more appalled at the service and food quality, especially that of a Chipotle. I will NEVER visit that location again, and I urge other's not to either. Its a waste of your time. The food won't even be hot, nine times out of ten the steak is still dripping with blood and undercooked. Worst yet, there are overflowing garbage cans right in your view... directly next to the kitchen and stoves your food is being cooked on. Horrible, Horrible, Horrible service. Never again. This location is doomed to close if things don't change. Sad I won't...