Chipotle Mexican Grill — Restaurant in Southbury

Update...it happened again. Even though I keep saying I will never go back I wait months and my son talks me into it. Once again...he went in and grabbed his normal meal. Once again...the value is trash and the food might as well be...what there was of it. Please see the additional photos. So sad! My previous review of this location from months ago is below. Today is 8/24/23 and we are back again.

This is the second time I have received sub par food from this location. My son went and bought two bowls. He paid cash. See the attached photo for what we found when we got home and what Chipotle considers to be a $13 value. I wrote to their customer service and let them know. I asked for a partial refund as I received a partial meal. They said "Thank you for reaching back to us. I am really sorry for what happened during your visit, no worries if you were not given a receipt or a proof of purchase, you can input the following details so we can go ahead and look it for you. We want to make it right.

Restaurant address: Date and Time of Visit: Charged amount: Cash or Card : What was ordered:"

I filled this out and sent it back. I'm not sure why I bothered. This was the response: "Thank you for reaching back to us. Sorry for the inconvenience. Unfortunately we unable to pull up your order. Kindly check the details you provided to assist you further. Thank you and have a nice day!" (nice grammar BTW)

Seriously....why ask at all? We will not go back to Chipotle. I have been there and received tremendous service and value and the opposite applies. There is no consistency. If customers are to pay $13 for a burrito or a bowl....it should be a good burrito or bowl.

Pathetic work and customer service Chipotle....

This place is a true disgrace to Southbury. I keep trying to give them another chance but it gets worse with each passing month. This past weekend I stopped in. As usual, the floor was covered in trash and debris. The tea and soda area was in total disarray. I get in line and patiently wait. As we reach the front I see that there really isn’t much food left in their buckets. I watch as the guy in front of me is told he will only get half a scoop of white rice and the rest will need to be brown as they are almost out . When I arrive to the counter I explain I need two bowls of white rice and I see they are running low, so I don’t mind waiting for the next batch. Cue blank stares. Finally i cut through the silence and say there will be another batch coming out right? To which I was informed that in fact “NO - no more rice, chicken, steak, veggies etc will be made bc there are only 4 of them working and as I could see- three of them are already up front.” This location closes at 10p and it was just about 8:45p. There was a line at least 7 deep behind me. Where was this elusive 4th person he said was working? And why weren’t they making more of what they were out of? I guess for the remainder of the night, they would only be serving queso. I’ve said it before and I’ll say it again- this place is a disaster. They are in desperate need of good management or at least management that is present. In this case they could have allocated 2 employees to the back and 2 to the front. Might take a bit longer for service but at least there would be food to sell- considering this is a food establishment. Such a disgusting and...

Do not order ahead at this location- last night was my third time ordering ahead here and the third time the order has been delayed for more than 40 minutes- ordered at 7:05 and when I arrived at 7:30 still not ready and had many orders ahead of me, was told that it would be at least another 20 minutes AND they were out of white rice. No one in line though? I got notification at 8:05 that my order was ready even though I cancelled. An hour for an order ahead order? You can certainly do better- I could go to stop and shop next door and buy ingredients and cook faster. 🤷🏼‍♀️This is now the third time I have contacted customer support to get a refund and cancel my order. I guess my fault for thinking they would pull themselves together by now. Clearly corporate doesn’t care that this is a consistent issue as I know others have complained as well. Agree with all the other reviews that this place is dirty, trash always overflowing, drink stand gross and tables sticky and unwiped. If you can go to another chipotle I would...