Chipotle Mexican Grill — Restaurant in Toledo

On September 6th around 5:40 pm, I visited this Chipotle. The food itself was good and prepared well, but what stood out most during my visit was the behavior of the manager on duty. Instead of supporting the employees and creating a positive environment, the manager was being rude, unhelpful, and unprofessional. There were multiple moments that were very concerning. One worker was left to handle the entire line by himself, doing his best to keep up with the rush of customers. Instead of stepping in to assist, the manager was standing off to the side, casually talking to friends who had come in to visit. This showed a complete lack of leadership and left the worker struggling unnecessarily. In addition, I witnessed another situation with an employee who was working hard on online orders. She was clearly overwhelmed, and rather than offering help or guidance, the manager yelled at her in a harsh and degrading way. It was completely inappropriate and very uncomfortable to watch. As a customer, I found the whole situation embarrassing and disappointing, because no employee deserves to be treated that way—especially in front of others. Customers notice how managers treat their staff. A strong manager should lead by example, support their employees, and step in to help when things get busy. What I saw was the opposite: a manager ignoring their responsibilities, disrespecting employees, and choosing to socialize instead of doing their job. The workers themselves were not the issue—they were working hard under pressure. The problem is clearly with management. I truly hope leadership at this location takes this feedback seriously. Employees deserve to feel supported and respected in their workplace, not ignored or belittled. Customers deserve to walk into a restaurant where the environment reflects professionalism and teamwork. If changes are not made, this type of management will continue to harm both staff morale and the...

Placed an order via app on Monday, Nov. 4th, 2024, and we picked up around 5:30 PM. We ordered two bowls, one had a big fly (still moving/alive!) in the middle/on top of the lettuce upon opening the cover and one had missing item (side of guacamole). My wife went back immediately and spoke with Travis M. He stated that since it's an app order, we would have to resolve it through app and/or contact customer service. He was not rude, but not professional either. Obviously we no longer feel safe/sanitary to eat at this location, and thought Travis would take both bowls back and dispose of it, but instead he showed my wife where the trash bins are and instructed her to toss it in there. I called their customer service, and the best the CS was able to offer was refund 'only' on the affected bowl (the one that had fly in it) and free side of guac OR meal vouchers for the two bowls, my expectation was full refund as I did not touch the bowls at all. I explained to the CS if you had fly in your bowl, would you go back to the same place and try/eat again, he would not answer that question. They also need to train their personnel to better prepare for this type of situation – either offer to remake the orders (if the customer still feel comfortable eating there) or issue full refund, and not have to go to different channel.

They not only lose one customer, but at least 50 as I'll be spreading the words to stay away from this location (or Chipotle in general) for the health being of my family and friends.

EDIT: (Nov. 7, 2024) this is in response to Chipotle's reply - my review clearly stated that I've already contacted CS and the result was unsatisfactory. I also submitted an inquiry online to report the issue, but no next steps whatsoever...

This was our first time trying Chipotle, and we had heard so many great things about it, so we were excited to check it out. What we found was not impressive. The woman who was working at the start of the line, who asked us what we wanted, was very rude. I had gone ahead of my husband, and ordered a rice bowl. When my husband went up to order, the woman asked him what he wanted, and he said he'd like the same thing I was having. She replied, "so what then...a bowl, or what, because I already forgot what she ordered." Her tone was extremely rude and condescending, and kind of embarrassed us. She rushed us through as fast as she could, and we were the only people in line. It was very loud in there, and the next girl in the line waiting on us spoke so quietly that we could barely hear her, and my husband ended up getting some ridiculously hot salsa on his dish, so he ended up not eating most of it. My food was ok, but it didn't stay warm long. The whole experience was rushed, and not one person took their time or cared if we actually understood what was going into our meal, just as long as we did it in a hurry.The restaurant itself was not exactly what I would call clean either. I wouldn't have minded the fact that it was a little rushed, if it weren't for the fact that the first woman was just plain rude. She needs alot of work on her customer service skills. We were visiting from out of town, so I sincerely hope it was just this location, and not all of the Chipotle restaurants...