Chipotle Mexican Grill — Restaurant in Springfield

I eat from this location a few times every week but that has been waning. The food is usually as good as you'd expect from Chipotle in terms of quality and taste, but they are very inconsistent with ingredients availability (some meats, fajita veggies, crispy taco shells, etc).

This location does have the "Chipotlane" for quick pick up if you order online in advance. One of my main bones to pick though, is again with the theme of ingredient availability - if you order through the app for Chipotlane, it's always like rolling dice when it comes to getting all the ingredients you ordered. Examples: 1) I'm not a soft taco guy so if there are no crispy shells, I'd rather have an option of changing my order to a burrito or bowl instead, but there is no place in the app to include free form comments to indicate acceptable substitutions or instructions - or to indicate a substitute if the meat I ordered is not available...rather than them pick for me, and SURPRISE! when I bite into my burrito(which has happened before). Which leads to 2) if an ingredient isn't available on my order or the worker substitutes the meat on my behalf, how hard can it be to inform the customer at the window, or at least write it on my receipt or mark it in the bag rather than SURPRISE! you get chicken but expected steak when you took a bite (let alone paid the upcharge for steak in the app). 3) Another time I picked up my burrito and there was no rice...I just so happened to be sitting in the parking lot when I discovered it, and went back in to find that the "Chipotlane" bar was out of rice but the main service bar had plenty - with rice as a primary product component, how friggin hard can it be to walk over to the main bar and grab a few scoops of rice to fulfill orders in the Chipotlane? Again, no communication of any sort was offered when I drove through... it's as though the expectation if you order online (whether ordering for in-store pickup or Chipotlane), is to have no expectation or you'll be extremely disappointed.

Keeping with the "missing ingredient theme - I can't tell you how many times I've walked in to find the service bar stocked with fajita veggies while the grill guy and at least another prep worker slowly pace back and forth like they have nothing to do - that's because if I had a venture to guess, my success with finding fajita veggies stocked is less than 20%, and each time there's at least 2 prep workers just standing or slowly pacing around, with the grill empty - but the place looks like a bomb went off, so they could at least take the time to straighten up, OR throw some veggies in the darn grill! I get that there are lunch and dinner rushes and people need to catch a breath - but we're talking 3:00 in the afternoon sometimes, well past lunch rush....and if you go anywhere near a shift change, it's like day shift could care less with setting up the evening shift with success, and vice versa if you go as soon as they open in the morning. Please understand, all the workers seem friendly and it's not personal (other than my online orders being incorrect), but as a former restaurant worker/manager, I just don't get it sometimes when I walk in there as to how disorganized and unmotivated it appears.

I rarely eat in, as each time I walk in it looks like a bomb went off in the dining room too, the tables are not watched over/wiped down frequent enough. But the service bar is usually pretty clean, which I suppose is what's...

I started coming to the chipotle because the one on Bechtle is always out of everything and it’s usually dirty. I’ve been two times and it’s usually a great experience. If they’re out of anything they always offer to make it. I have no problem restocking instead of just telling you they’re out. Tonight however, was a different experience and I felt like I was on Bechtle. I was greeted with “sup” when it came time to order my food. I order a bowl I want steak they Say they’re out of steak. I also wanted cheese they said they were out of cheese. However, as I’m paying, I hear the cook who is cutting meat say give me your steak pan so I can refill it. The steak was literally done. He didn’t tell me that when I was ordering and I see the person making to go bowls put cheese on a bowl. I have been to a chipotle many times where they have to use the to go line for ingredients that they are out of and vice versa. I genuinely wanted to walk out instead of paying for it. He was very hostile and not friendly at all. I understand customer service is down everywhere, but I swear when chipotle’s first open up, they’re great, but as time goes on, their customer service goes...

We grabbed some take out for the family, expecting the same quality that we usually receive from Chipotle locations. Regrettably, this was not the case. Upon biting into my burrito, I heard a crunch, which was unusual for a veggie burrito. Much of the rice was uncooked. Through the burrito, hard bits of rice could be found. I had to stop eating. Between the unpleasant texture of uncooked rice, and the discomfort caused by simply biting into my food only to crunch against another grain, I had to throw it out.

My wife had a bowl rather than a burrito and found the same. So did my children thereafter. I had hoped that mine would be an isolated incident so that they would enjoy their food; but clearly this was an issue present throughout the entire batch of rice.

Even aside from being unpleasant, that so much of the rice was uncooked is dangerous. Potential exists for intestinal distress, tooth damage and food poisoning, which hopefully does not occur. Half an hour has passed since I tossed the meal, and having eaten so little of it, I hope that will be...