Chipotle Mexican Grill — Restaurant in Springfield Township

I visit Chipotle often to grab lunch for my family, but after today, it was my last straw. I am so fed up with awful customer service here. The service is consistently horrible and no one ever does anything about it.

Let’s start with the usual issues: the line is always out the door, they’re always out of something – chips, vinaigrette, you name it – and a crowd of people are left waiting around. This is every single time I go. It’s chaos.

Today, things started off fine. The woman who began my order was respectful and even wiped the line down for me – I wish I had her name because she was the only decent part of my visit.

The real issue started at checkout, where I was told I was being charged for pinto beans and sour cream – items I’ve never ever been charged for before at any chipotle location ( I travel for a living so I’ve been to countless locations) I’ve gone to this location countless times and could easily pull multiple receipts to prove it as well. I simply asked why, all of a sudden, I’m now being charged. Instead of a clear explanation, I got attitude.

The cashier and a man behind the line acted like I was the problem. The man even said, “It’s only like 50 cents.” That’s not the point. The point is, your pricing and policies are inconsistent, and instead of owning it or explaining it, your staff gets defensive and rude.

When I asked for a manager, the cashier said, “I just work here, that’s the rules.” When the manager (Dakota) finally came out, all I got was “other people might not be following protocol.” Really? That’s your answer?

When I asked what the actual difference was between getting the toppings on the bowl or in a side cup, the cashier responded, “I don’t know why you’re making such a big deal.” Unbelievable. And after I clearly stated my frustration wasn’t with her, she continued to give attitude and make smart remarks. I still said “thank you” when I grabbed my food, and she didn’t say a word just gave a dirty look.

I asked for her name and she flat-out refused to give it. My receipt says Libby – and I have a photo of her to attach to this review if needed. She should be fired or forced into serious customer service training. Her behavior was disgraceful.

And here’s the kicker: this isn’t even the first time I’ve left a bad review for this location. No one has ever responded. No one has ever improved the service. A quick glance at their Google reviews tells you everything you need to know – a pathetic 3.7 stars, with dozens of people saying the exact same thing I am.

At this point, Chipotle either doesn’t care or doesn’t know how to fix it. Either way, I’m done giving them my money...

Ordered and paid online to avoid the wait. Arrived at the time promised, was asked my name at the register after waiting a few minutes, but that person went back around the corner and I didn't hear anything again. The one person waiting for an online order in front of me got his order shortly so I assumed I was next.

Meanwhile, people are walking in the door and getting served. After about 6 or 7 minutes, the person who walked in after me was placing his walk in order. At that point I asked to speak to a manager.

Shortly the same person that had taken my name at the register came over from working the line serving walk in customers. He did not offer his name. I asked why the walk in customers were being served before customers that had already paid. His response was that the online orders "came in randomly and there was nothing they could do about it". I explained to him that I ordered online, paid, and was promised a time. I told him I understood if other promised online orders took priority over mine, but not customers walking in. Then he explained that the online orders were made separately by other employees.

So basically he explained to me that even tho my order was paid for and promised at a time, I still had to wait..... Then he finally took my name again, then they started to make my order.

After about 8 minutes, he handed me my order, apologized for the wait and turned around without another word.

It was quite obvious they rushed to make my order too fast. I had very little meat on mine and far too much sour cream. My girlfriend's was also light on the meat and it was obvious things were thrown together very fast.

I've been eating at Chipotle for a long time and I've actually never had a worse meal from there.. My total with drinks was over $25. We could go to a sit down, wait staff restaurant for only a bit more.

I am very disappointed and the manager did a terrible job fixing the situation. If this is how the manager works, no wonder the food quality is suffering. I doubt I'll be back to that location and if it's like this at other locations I certainly won't be wasting my...

I have never went out of my way to write a google review. Ontario chipotle is one of the worst chipotles I’ve been to solely because of the staff. I avoid this chipotle and will drive 20 extra minutes just to go to the one on Hanley. The one on Hanley always has the nicest staff, great portions and amazing food! Ontario chipotle is the complete opposite. Without fail every single time that I have been to this chipotle the staff has been some of the rudest people I have ever encountered. Everyone always seems like they’re in a bad mood. Never smiling, one word responses, no eye contact, rude looks. I have even been straight up ignored by staff so that they can finish their conversation and have been treated like I’m bothering them by being there. I stopped here on my way home from work out of convenience since it is close to my home, and I had one of the employees yell “beans” at me because another employee (who I didn’t hear) had asked if I wanted beans in my bowl. I said, “I’m sorry, what was that?” In a kind tone and the other employee who had already been rude to me yelled “beans” at me. Wow. Very helpful👍🏼🙄 Their portions are also a complete rip off. The same worker who yelled “beans” in my face put the tiniest amount of rice that I have ever seen in my bowl. She then proceeded to give me a dirty look when i politely asked for another scoop. The food isn’t anything special either. Whoever the hiring manager is needs to either get their employees in check and have them practice better customer service, or just be straight up fired because this is unacceptable. I wouldn’t make a big deal if something like this had only happened once or twice but over that past 3+ years that I have been coming to this chipotle when I didn’t go to the one on Hanley, I have been greeted by the rudest staff. You guys seriously need to do better. I’m never coming here again. My recommendation, drive the extra miles and go to the one on Hanley! I have had nothing but amazing service and amazing...