Chipotle Mexican Grill — Restaurant in Stow

Let me start by saying this: I LOVE Chipotle food. Anyone that knows me will back this up. I’ve eaten at LEAST one meal at Chipotle every week for over 20y now. Well over 1,400 burritos. In 2002, Founder Steve Ells gave me a “Degree” in Burritos and made me a Chipotle “Master Burrito Ambassador” for my early support of the then relatively new concept restaurant. I’ve been in the basement of Location #1…with Employee #1…and have my signature “in the rafters” too. (IYKYK) Enough with the background…we have a serious problem.

I’ve emailed…I’ve called, and of course “Talked to Pepper” about this several times over the last few years to no avail…and I’m getting sick of it. (And before you post the response, Chipotle…yes I talked to pepper about this order too.)

Here’s an example. These photos were taken on September 14th and the order was Kent Rd in Stow. Same burrito…same location (Kent Rd.)…ordered via app vs standing in line. 6oz difference!

Before you ask…this isn’t a 1-time thing. I’ve been using my points, or going in to buy a second burrito to compare here and there for a long time now. At different locations…in different cities…in different states. (Don’t even get me started on Chipotlanes.) 100% of the time if I order in person I get a substantially larger burrito. Tried it with a friend or two as well.

So if we’re ordering online, not only are we paying more, but also getting less.

I’ll bet a buffalo nickel that if you do the same experiment, you’ll get the same result.

This really sucks.

Update: Chipotle’s response was to have me fill out an online form…again. So I did. This was the response:

“Thank you for reaching out! I am sorry to hear there was a difference in portion sizes with the online and in-store orders. Thank you for reaching out! I am sorry to hear the portions were inadequate from your order. I have looped this concern with our Stow leadership team so we can fillup serving portions moving forward. Please let me know if there's anything else you need help with and I hope you have a wonderful day!”

I pressed further asking to have this sent up-chain, and this was THAT response:

“Thank you very much for keeping in touch. I understand your request, I want to assure you that this feedback has been shared to our leadership so we can look into this further and provide a better experience moving forward. Please let me know if there's anything else you need help with and I hope you have a wonderful day!”

So basically, nothing is...

I never leave reviews, but the past FOUR times we've ordered from online chipotle on Kent road we've been disappointed. Maybe their management for carryout has changed or something because we've been going there now for YEARS, but the past four times has not only been a waste of money but actually made my little girl cry because I promised her the past few times were just a fluke. Each time we've ordered they have not only gotten our order wrong, but left out extras we pay for or completely or totally shorted us. Why pay extra for guac and queso when the container is Not even a third of the way full?! And they obviously can not read orders for double or the correct meats (and yes our bag had our name and our correct order written on it all). My kindergartner's favorite restaurant is chipotle, but after the fourth time of getting a pinch of cheese for her meal she was so disappointed she cried because it wasn't enough for both her tortillas. First time, fine- second time... Ok. FOURTH TIME?!! I guess we are driving to Cuyahoga falls from now on even though we live down the street from Kent road. This has to be Management and new training- why did they used to fill the sides for cheese, guac and queso full, but FOUR times in a row, it's literally been a spoonful?????? Why am I paying extra for a spoonful? Why am I paying extra for double meat steak and chicken and they don't even put one of the meats in for carry out? Again if this hadn't happened Multiple Times in a row, I would brush it off. The fourth time I called and got sent to corporate and can't even talk to the store directly. My advise would be NOT to order online carryout from THIS location unless you have the time to check your food beforehand and go back in to get it all fixed because whoever is managing the online section has Completely...

I love Chipotle, I should start with that. And I have usually had great experiences at this location. Since I work within the area, this is one of the most popular places to eat within my group. Today, I was a bit disappointed. My family and I were out doing some weekend shopping when we stopped in and grabbed a bite to go. When I got home and opened my bowl, on top of the bowl was some kind of insect or bug. I want to clarify, this was not a gnat or fly, it was much larger, comparable to the size of a dime. I was appalled, I must admit, A. Because when you order food that is def not something you expect to see, and B. At the way it was handled. I did not make a big scene when returning the bowl. I calmly went to the place by the register and waited for someone to ask me if I needed help. When asked, I showed the gentleman the bowl. At first he looked at me like "what's wrong" so I had to point out the insect laying on top of the lettuce pile. Once he saw it, I politely asked if I could have a refund. He told me they could give me a refund on the card I made the purchase with. Then looked at me and said " since our ingredients are organic, this happens". However, I am a frequent purchaser of organic items and the only items I have purchased and knowingly known that there were going to be insect parts inside of it is unfiltered, raw honey. He didn't apologize. Didn't offer a free bowl, or a free bowl or burrito card. Not that I want free items there, expecially after that it'll be awhile before I eat there, however I just felt like I had done something wrong upon returning the bowl with a...