Chipotle Mexican Grill — Restaurant in University Place

TLDR: Don’t go here.

Appallingly horrible experience. We were so excited to have a Chipotle open up a mile away from us and are super disappointed. We went at 7:30pm and initially were impressed by how well staffed they were and the girl at the start of the line was very upbeat. We wanted to try the garlic guajillo steak, and were told it would be 10 minutes for them to make more because they were out. We said we would wait and sat down for 10 minutes. We re-entered the growing line and asked about the steak. The girl checked with the guy chopping steak who appeared to be the supervisor and he said, “It’s the last day for it,” while shaking his head. He hadn’t even started cooking it in the 10 minutes we had waited for it. They exchanged a couple sentences we didn’t catch and then she asked him, “So another 10 minutes?” We opted not to wait another 10 minutes and told them to forget it and ordered our regular barbacoa burritos. The first two on the line were very quick and did well with ratios but didn’t drain the liquid from the meat and beans and veggies so the burritos were very wet. The guy working the sauce section was like watching the sloths in Zootopia. My burrito sat in front of him while he looked around the bins without addressing me and then walked away to restock not even empty bins of lettuce and sour cream and didn’t put what remained on top of the restocked bin. I’ve worked in fast food so I know how restocking is supposed to be done. I’d give him some grace and say maybe it’s his first day but no one was guiding him so that clearly was not the case. After about 3 minutes and four waiting dishes on the line and counting he was ready to start helping customers again. He put a massive scoop of sour cream on my burrito, see photos, so that I couldn’t even taste anything else. He wrapped our burritos so loosely that they were incredibly messy to eat and he didn’t close the lid of the cup of salsa so that when the girl at the register with the purple N95 put it in the bag and we got home it had soaked the bag and torn open the bottom to get all over my husband’s pants and our floor. Thankfully we have hardwood. Not only am I upset that he didn’t close the lid, but the girl that picked it up to put it in the bag didn’t fix it first. It was only 5 minutes to get the food home and started eating and it was already cold so it obviously wasn’t properly heated which is a food safety hazard. This experience ruined Chipotle for us. We always knew to expect good food even if service was lacking but this was a disaster. At least we will save money by not returning in the foreseeable future, and especially never...

We have been here a couple times since opening. The first time just like any place that has just opened it was slow but the food was delicious, it did not disappoint. The second time wasn't good. We tried to do a mobile order. I set the time for farther out as I knew they'd be busy on a Saturday. At the appropriate time I went to get into the line was so long and not moving. I decided to park and go inside. They were unbelievably backed up. I waited probably an hour total. The lady kept letting us waiting where our food was in the production line and continued to apologize. Once again the food was delicious! Tonight 3Feb2023 7pm i just went into get my order. There was no waiting, one car on the pick up line, and several people sitting enjoy their dinners. I had walked in just after someone. He put in his order it was ready very quickly. The employee asked what he could get started. 2 burritos and a kids quesadilla. He started whipping those babies out. While there were people in the back working, he was a one man show. He did it all so well. He had dropped a dollop of sour cream on one of the burritos that wasn't getting any. I didnt even notice it had happened but he wiped it off cleanly and made sure it would not be messy when he wrapped it up. Not everyone would take the time to do that little extra but he did. It was much appreciated and great customer service. He wrapped the burritos up tight and checked me out. I hope this is the service that will continue because it was outstanding!! Again the food was just delicious. Thank you, Chipotle!! We'll be back to the UP place!

We've been back twice now and they are still...

I am extremely disappointed with my recent experience at this Chipotle location. The portions were unacceptably small, the tortilla was ice cold, ice chunks/shavings in the red salsa which I didn’t even know was frozen, and despite selecting extra rice and cheese in the app, the employees completely disregarded the request as they have numerous times.

When I called to express my dissatisfaction, the manager, who I will call “L” for anonymity but he knows who he is, showed no concern and didn’t even bother to ask about the issue, just said call the 800 number. This lack of professionalism and care is shocking and unacceptable, but makes sense after seeing how the store operates. A good manager should take pride in their store and customer service and wants to know what’s going on at their restaurant, yet that was clearly not the case here.

This isn’t the first time I’ve encountered these problems at this location. It seems the only way to ensure my order is prepared correctly is to stand there and supervise the employees myself, which defeats the purpose of ordering through the app. I expect better from Chipotle, and I hope this feedback reaches someone who actually cares about maintaining the company’s standards.

Look at the photos - that’s what they’re serving you when you use the app and don’t go in and supervise them yourself. I ordered 7 ingredients in this burrito, 2 being “extra”, and literally received a burrito with the portion size...