Chipotle Mexican Grill — Restaurant in Vandalia

My experience at this chipotle was truly unlike any other I’ve been to.

Let’s get started: The store was filthy. I’m not using this lightly. It was the first thing I noticed when I walked in. Rice and cheese and chips and other bits of food were covering the floor where the tables and chairs were. The drink stand was similarly covered with bits of food and 1/4 napkin dispensers had anything in it and each of the utensil holders were empty with the exception of a few fork. There was also a rag on the floor.. The service was so SLOW. We waited 30+ minutes in line and then another 5 for them to prepare the food in line. Out of 6-7 workers, only one was actually preparing food in the line. I have zero idea why the others thought it was ok to just stand around or wander to the back out of sight but they did. The food preparation area was littered with scraps of spilled food and the tower of empty and dirty containers was astounding. A couple of the workers had a friend come in and they stepped out to stay hi and chat. Like what the fetch? Everyone in line was shocked at how long it was taking but it was 9pm and nothing else was open. This is perhaps personal preference but the workers were dishing out a crazy amount of sour cream.

Really disappointing that this Chipotle was so poorly managed. The slow service and dirtiness was shocking and I hope I don’t encounter it at the...

Went into the location smiling and polite to everyone, waited in line for about 30 minutes, and started a large order.

Halfway through the order they tell me they have no cheese and then ask if that's okay. I change the order since most of what I ordered had lots of cheese on it. A few seconds later, they run out of the meat I chose for half the order. I have to change my order again. I do so without complaint. I get back to my place and the kids meals I ordered have no fruit or chips (I ordered fruit) in them. So half the six people I ordered for didn't get what they wanted - their orders are incomplete, and completely different from what I went in for.

I paid $56 for like $40 worth of food. Not all the food purchased was even included in the meal. And to top it off the cashier finishes up by saying, "Hey thanks for coming in, buddy."

Understaffed, not enough basic materials to complete basic orders as advertised, long line, long wait, incomplete order, and worst of all a complete lack of basic professionalism.

By the way, the phrase is, "Thank you for coming in this evening, Sir!"

Not "buddy". Not "pal". Not "man".

"Sir" - it's called basic polite professionalism. Professional...

This used to be my favorite chipotle, but it seems like something has changed in the last few months.. most of our last several orders have been either wrong or missing ingredients or sides. They're often out of ingredients, but they just leave it out or substitute it with something you don't want and don't mention it. Got 2 containers of sour cream tonight instead of guac. Still not as bad as the time I opened the lid of what was supposed to be my vegan bowl and it was just a tiny pile of steak sour cream and cheese lol. Even when it is (mostly) right, it's just been really bland and mediocre.

I'm guessing there have been staffing changes. Because actually taking care of and appropriately valuing the staff that have been making a business successful so that they want to keep working there makes too much actual sense and too little quarterly profits.

This is not our closest chipotle, but we always go to this one because it's the best. Everything's in stock, on time, and correct, and they make the bowls so good. The chips are sometimes under seasoned for my tastes, but the consistent greatness of the bowls & the service more than makes up for it. You guys are...