Chipotle Mexican Grill — Restaurant in Southern Pines

First, we are historically a HUGE Chipotle fan and have spent a ton of money with this company over the years going sometimes weekly. We were so excited to finally have one in our new town. That excitement went out the window the first visit in. Store was empty and it was well after dinner time with nothing major in town but the place was trashed on both the customer side and service side. Half the items were out, no chips, what was there looked dry or covered in other ingredients from sloppy food handling, the prep counters were covered in food and three employees were just goofing off instead of cleaning up and addressing the empty bins. It was late and husband was hungry so we grabbed a couple bowls with what ingredients they had and went home. I had the chicken and it oddly tasted sour and was very dry and husband couldn't get double meat because they didn't have enough. We were both sad but decided to give it one more try in case it was an off night. Arrived with one couple in front of us. Customer area was a bit more tidy and this time most of the bins were full and looked ok. We were hopeful! Woman ahead asked for a quesadilla and they made it for her with no issue. I got to the counter and also asked for a quesadilla and was told no and that I needed to order it online. Now I get that the online station does quesadillas and if it was busy I wouldn't fuss, but the woman right before me got one with no fuss and the person at the online station was just standing around with nothing to do. Seriously? I was polite and stepped out of line to play by the rules and ordered it on my phone along with my husbands bowl. I grabbed my bag and went home. I should have checked because I kid you not, there was like 2-3 pieces of chicken and about a tablespoon of cheese in the quesadilla and my husbands bowl (who we paid for double meat on) barely had a 1/2 scoop of meat. I basically paid $12 for a quesadilla that was a tortilla and some salsa and almost $20 for a bowl that wouldn't have fed a child. I did call in about this, um, "oversite" and the person I talked to said to come back and they would remake the order. I live over 30 minutes away and I am not driving back into town to go through that again. She told me to come in when I wanted and she would make a note in the back office so I would get a remake. About a week later, I stopped in to get my remake and no one knew what I was talking about and made me feel like I was trying to get something for free. I talked to the manager and she was nice enough to trust me and did have it remade. Once again, it sucked--almost worse the before. Heads up--a remake is a chance to win back a customer, but this was the last nail in the coffin for this Chipotle as far as we are concerned. We are done with Chipotle. Until they get new management, this store will continue to...

I recently visited this Chipotle location, and it was an absolute disaster from start to finish. First off, the restaurant itself was a mess. The floors were sticky, tables were covered in crumbs, and there was a general sense of disarray throughout the entire place. It felt more like a fast-food disaster zone than the clean, welcoming environment Chipotle usually prides itself on.

The service was painfully slow. I ordered online, and even though online it said my order was ready, the staff did not know where the order went. Once this issue was recognized, they said they would make me a new order quickly, then took 15-20 minutes to actually start making my order which only happened after I said something again. The staff seemed completely disorganized, moving at a glacial pace, with no urgency or concern for the customers. They were rude, and took no pride in their work.

As for the food, it wasn’t much better. The portions were miserly, the ingredients looked like they'd been sitting out far too long, and the burrito I got was a sloppy mess, practically falling apart before I even took a bite. I ordered a chipotle bowl as well and it did not have the lettuce I ordered, or the double chicken, and was mostly rice. The chips were over cooked and had no salt or lime flavor. I’ve had much better experiences at other Chipotle locations, but this one completely missed the mark.

It’s clear that this restaurant is severely understaffed, under-maintained, and completely lacking in customer service. Management should be recognized as a complete failure and I hope the issues that the majority of people bring up are addressed and brought to the normal chipotle standard. Don’t waste your time here—there are plenty of other Chipotle locations that know how to get it right until this one can figure it out.

I attended this location at 6 pm on Tuesday the 11th...

I normally love Chipotle but this is sadly one of the most poorly managed locations I have ever encountered. We have ordered online three times and every order was completely incorrect. We want to order but are waiting a quarter to see if they improve after some time.

I have visited in-person twice and both times the wait was long at non-rush hours and the facilities were dirty. Both times they were also out of chips but strangely enough instead of telling people up-front they were out of chips when customers were ordering things like queso or guacamole they only alerted them to this fact when the customer was ready to pay.

They then asked the customer if they wanted to keep the queso or guacamole. If they said no, it seemed like they threw out the ramekin of food. This is blatant unnecessary waste and speaks volumes to the poor management of this location.

Lets hope it gets better with time.

EDIT 06/04/2024 (1 year later): It has not gotten better. This is definitely the worst Chipotle I've ever been to and probably the worst Chipotle in the state of NC.

We recently ordered some tacos and got black bean soup instead. We were refunded for the order via DoorDash but we are giving up on this place. Time and time again, orders are wrong, made poorly and the dining room is often disgusting. It is clear Chipotle and their employees do not care about this place and it is so bad I am no longer a fan of...