Chipotle Mexican Grill — Restaurant in Virginia Beach

Overall, Chipotle customer service has really declined over the past 12 months in my experiences. Then there is the infamous Upton Chipotle location, THE WORST OF THE WORST!!! If you want to be disappointed, aggravated, and hate Chipotle, the Upton location is exactly what you need in your life. Every single time I visit this location they are out of something…lids, cups, food…mostly a combination of items. Customer service? What is that? Disappointment is their specialty item here at Upton and they serve plenty of it! One positive of this location is the drive thru pick-up lane, which is about where the positive attributes end. Last week, I placed an online order. When I arrived at the drive thru window, I was only given two of my five ordered items. I was informed that the store was out of chips because the truck delivery was canceled somehow. Ok. So, then I asked for my large drinks. I was at least given small cups without lids because the store did not have large cups or lids. Of course! Why would I want a drink in my car without a lid? The employee was throwing the manager under the bus as I laughed at them and this store. I agree! The management is horrible at this location, non-existent even. Since I ordered using the app, I needed to go through the process of getting my money reimbursed by contacting corporate, which I did. Veterans Day will make 1 week and I still have not been contacted regarding reimbursement for the items I never received. I will NEVER return to the Upton Chipotle location, ever. This store just opened several months ago after moving from the other Red Mill location, which was also riddled with issues. I was hoping the change in location indicated some level of corporate intervention which is clearly not the case. The rating on this store is accurate, maybe even a bit high, really!! The only correction for the Upton location is a complete management overhaul or to simply close...

Review (1★): I ordered 3 sofritas bowls and 1 quesadilla, all vegetarian. When I got home, every bowl had chicken, and the “quesadilla” wasn’t even a quesadilla — it was just sofritas and sauces dumped together in a container, completely mixed and inedible (see attached photo).

I went back to the store and asked who prepared my order. The manager, Kyle, said he made it himself. When I explained that I am vegetarian, he replied that he “didn’t know,” so chicken should be fine. I showed him my order clearly marked sofritas/vegetarian, with no chicken listed anywhere — he then went silent.

If the manager can make such a serious mistake and dismiss it so casually, how can customers trust that the rest of the staff will follow proper food-handling and order-verification procedures? He refunded the order and discarded the food, but that does not resolve the issue or the impact it caused.

As a strict vegetarian, receiving meat in my food is extremely upsetting and unacceptable. Chipotle must ensure staff training, dietary awareness, and order verification to prevent such incidents in the future.

I would strongly recommend that anyone who is vegetarian or vegan avoid this location, as they clearly lack the care and understanding required to handle dietary preferences...

I am writing to express my deep dissatisfaction with the service and food quality I received at your Upton Drive location. Recently, I ordered a chicken bowl only to find the white rice served was raw and undercooked. This is unacceptable for a brand that prides itself on food quality.

What makes this situation even more concerning is that, upon raising my complaint with your staff, I was informed that they were already aware the rice was undercooked but still chose to serve it to me regardless. This shows a clear disregard for customer well-being and food safety, which is both irresponsible and alarming.

In addition to this, I attempted to reach out to the sales manager to address the issue, but not only was my call ignored, but the staff also brushed off my concern by stating she was "too busy with work" to attend to a customer issue. Such dismissive behavior only compounded my frustration.

I expect better from Chipotle, and I strongly urge you to take immediate corrective actions to ensure such negligent practices do not continue. I also request a response on what steps will be taken to address the poor food quality and unacceptable customer service at...