Chipotle Mexican Grill — Restaurant in Virginia Beach

This Chipotle is located in the Landstown Commons Shopping Center. The shopping center is accessible from both Princess Anne Rd. and Dam Neck Rd. (each of them have traffic lights). I have been here several times now and have had issues every time I have been here over the past year or so. My most recent visit to this location was on July 6, 2021, but will likely be the last time I come to this location for a while.

The reason for the visit on July 6, 2021 was due to a notification I received that they were offering BOGO entrées after 3 om that day. We came in the evening, and as expected, the line was a good size due to ongoing promotion that day. The wait in the line was about 25 minutes, but that wasn't a surprise. Once we got up to make our entrées, they were very rushed, like they were trying to push things through a little too quickly, as things were getting slopped around there, but in doing so, they ended up putting the wrong beans on my mom's order (pinto instead of black beans). She did try saying something to them, but it got ignored, probably because they were trying to speed through the line. After it was done, we went over the register to pay where Kenyatta was at. I had let her know we were here for the BOGO offer. However, after paying for it, I didn't realize that she never put it in as the BOGO, so I came back in went back to the cashier.

Kenyatta was trying to ignore me after I came back in (avoiding eye contact), but she couldn't once I said something to her. Her excuse then was that we never told her, even though she actually acknowledged it during the original transaction. After that, I tried asking for a manager, but she was then just ignoring me, so it was at that time I just left and ended up sending the situation via email to corporate Chipotle. To add context, I have had her as a cashier in prior visits. In one of those prior visits, I was there for the Guac Mode that was active through Chipotle (free guacamole side). In that visit, she tried doing the QR code, but it didn't work. Then they tried that way and still didn't work. The response then was oh well, we can't do it since it doesn't work. I asked for a manager, but then it was also a lost cause as they said they were not available.

Overall, I have not had many good experiences here as of late. Service is underperforming and they really acted like they didn't care. They weren't actively listening to what was wanted. There wasn't any active listening at the register as well, and then tried to blame it on me. The leadership definitely needs to look at retraining some of their associates. For me, this most recent experience was the third strike (one that I didn't mention was from late 2020 when we ordered delivery, and it came late and cold because the driver decided to pick up other orders and drop those off first after picking my order up first). On that incident, we ended up driving there to have it re-done because of that. On the food side of things on this recent visit, except for the error they did on my mom's order, the food was still really good. It's the service and other aspects that need some attention. If you are looking for a Chipotle specifically in the area, I'd look at one of the other ones in the area, as there are plenty of them around.

Just to note the final outcome from corporate, they gave us 2 free entrées for a future visit, but will definitely use it at a different location. I am glad that corporate looked at it and sending what happened to their district managers and such. Hopefully things will get better there...

I have been to this location countless times during lunch/dinner and each time is a different experience but somehow none of these experiences ever reach five stars. I ordered 3 things today in person; a kids quesadilla, a barbacoa burrito and a chicken bowl. First of all, they were being stingy with the beans, they tried to give me a serving of almost 1 tablespoon and a half of beans on top of a mountain of rice. He tried to give me a lid that was bathed in guac until I told him to please give me a new lid for the bowl. But the guac bath still manage to get all over my kids plate. This is how the plate looked along with the cold tortilla and cheese that we also received. The burrito was wrapped wrong so with each bite that I took, food was spilling out from the bottom. 9/10 times these people don’t change their gloves, I’ll see them touching the cashier, their phones, etc and then they will actually touch customers foods. That’s just disgusting. There is cross contamination everywhere, you will find corn in the red salsa, sometimes lettuce in your order even though you never ordered any lettuce. The list goes on and on.

Updated stars from two to one: yes, I went back and was...

We just moved into the area and are very familiar with chipotle. We have been to this location twice so far. First time it was about 8pm and I asked for peppers and onions to be added but they were out. No problem, I probably came too late. I came today 1/13 at 6:45pm and asked for peppers and onions to be added again and they said they were out. Ok no problem, maybe they close soon. As I’m about to cash out, I look over to the next station where I assumed takeout orders were put together and saw a meal that was topped with peppers and onions. I asked if I could have those veggies there, the employee responded “oh, those are only for our online orders”. I said ok….. in my mind that made absolutely no sense. Should I have stopped the order got on my phone and placed it online to get my veggies? Then when I got back into my car I checked for times and this location wasn’t closing until 10pm! At this point I was very upset, granted it’s just veggies I’m complaining about but the whole situation doesn’t make sense and if I asked for veggies and they are available for online ordering, then they should be available for in house ordering as well. Thank you for your...