Chipotle Mexican Grill — Restaurant in Springfield Township

I can’t take it anymore. Where do I begin?! The place is inconsistent. You can’t predict if it will be open, when it will be open, whether they’ll have all the food items, what method of payment they will accept, whether online orders will be accepted, and the list goes on.

You order online, when you arrive, they’re closed - after you already paid. You bring your credit card to pay in person (just in case they’re closed) - they only take cash. You bring cash - it’s mobile orders only when you arrive. You order online, when you arrive - the meal is ready 30 minutes past the promised time. You arrive 30 minutes past your promised time - they say they aren’t making the food until the customer arrives, so you have to wait even further after dozens of orders now ahead of you!

Everything is arbitrary and unreliable - every time, for the last several years. Yet, people, knowing it’s going to be problematic, continue to try and patron the restaurant, receiving increasingly crazier ways of being inconvenienced by this specific location. Some customers are new and don’t know the deal - I feel for them. Surely it will be a bad experience.

I would never come back, but I always give it a whirl when I’m in the mood for chipotle. Sometimes, by the Grace of God, I’ll be able to get exactly what I ordered in the manner I ordered it. Other times, I’ll go out of my way to avoid this location. But, I guess we have been spoiled by the quick, easy, and flavorful service we may have come to expect from chipotle, and perhaps should lower our expectations.

Let me be clear on one thing: I don’t blame the kids working there for a sixpence, who have to be greeted with irritation and anger, no doubt, because customers have been dealing with nonsense for years. I barely blame management, who have been given an impossible task: find great workers with great service, who, in the midst of this impossible situation, still can find a way to be abused by customers who are frustrated, and keep a smile as they work. But, something has to give at chipotle corporate. Pay better wages? Find a better system for the management to communicate with customers, so the experience doesn’t have to be so horrible? This location will leave a bad mark on the whole franchise, which may already be struggling behind the scenes to keep up appearances of being a fair corporation who treats its employees with respect and dignity.

Anyways, patron this location at your own risk, but be mindful that everyone is frustrated here- even the workers. Try to be kind to them, and send a pepper chat to corporate for their inability to wrangle their restaurants into a well-oiled machine. Lower your expectations for what should be happening at this national chain, and for the love, don’t fix your appetite on chipotle if you don’t have time to find...

On November 17th, I placed an order through the app. It was supposed to be ready at 6:40pm. My husband went in at 6:45 and was told it wasn’t ready yet. After waiting, he was handed an order and we went home. Upon arriving home, we realized we were handed a door dash order for “Jeseca D” not Jessica D. We have kids that we were trying to feed dinner and unfortunately the order contained nothing they would eat. I placed a second order at the location closest to our house, the Colerain one, and my husband went to go pick it up. I contacted the online customer service and was given 4 free entrees to use since we didn’t receive our order. I ended up having to contact them again to received a refund as well. Tonight (11/26) I went to use the free entree option that I had and it was no longer there. Contacted the chat and was given codes, tried those and it stated they were expired. So I contacted chat again and they informed me since I received a refund they cancelled the free entrees - which was not explained to me when I reached out regarding the refund - I explained that this is unacceptable as I paid for an order twice - once $24 which I didn’t receive from the Winton location, and then a second order at the Colerain location for $15 (I used points for a reward). They were unwilling to compensate me for wasting my time, gas, and effort driving out twice to get food. I don’t know in what customer service world a refund for something you never received is being compensation but I would say a refund is the LEAST they could have done. I also spoke with someone over the phone and was told the same, they couldn’t help me. Conveniently a supervisor wasn’t available via chat or over the phone. So Chipotle as a company will lose my business, I’ll just go to Bubbakoo’s. 7/10 times out order from any local Chipotle location is inaccurate, poor quality, something missing etc and I continued going back because the customer service is always great and they usually resolve the issue. Very...

I absolutely do not recommend this place and will try to not come back. The first time we came they were closed, I don’t remember the reason. The second time they were only accepting cash. No one was in there and yet we were not acknowledged until we were all the way to the counter and quite rudely asked if we read the sign. The sign was on a white piece of paper and with very small print. No signifier. The third time we came, my boyfriend was served less than normal sizes of food and this time I was! I don’t know if you can tell from the photo but there is barely ANY meat in there. As I’m dairy and gluten free this is disappointing because it’s not filling. The lady threw my bowl until it was on the edge of the counter, threw my boyfriends burrito, and rushed the other woman’s order as well. No greeting or anything. The next guy in line had to finish getting my order from her station. He is the only one that preformed his job well, I wish I knew his name. He was the most helpful one there. They then charged us for chips we did not ask for, with the woman throwing the chips across the counter, and they would have fallen without her grabbing it. We stated that was in error and the cashier called this woman out in front of everyone, (not professional or appropriate), and the other lady said that I asked for them. When I corrected her on this, she simply shrugged! The cashier did not give my boyfriend the correct drinks. The ice machine needed filling and I had to say something, and they switched the unsweet and sweet tea so it was the opposite of what was labeled. I could probably go on, but I’ll stop there. To say the least, I’m...