Chipotle Mexican Grill — Restaurant in Virginia

Worst Chipotle I've ever been to. Staff is blatantly rude. We ordered vegetarian burrito bowls which come with guacamole included. We go down the line to then find out there is no guacamole. First of all I don't even know how that can happen. I've been to many, many Chipotles before and this has never happened and there is no avocado shortage or anything of the like right now. So who knows what that was about, but weird and annoying . There was also no sign or anything to indicate that there's no guac ahead of time BEFORE you start ordering. Only a tiny sticker where guacamole would be once you get to that part of the line. The staff also did not inform us of this when we ordered the veggie bowls which they should have as that is the main reason to get the veggie bowl. If they had told us up front there was no guac we would have just gone somewhere else and come back another time. To know you'd have to look all the way down the end of the line. Which why would you do that? Honestly at that point I wanted to say never mind I don't want this, but I didn't want to waste what was already made, so asked that since there was no guacamole which should be included with the veggie bowl if we could have queso instead but was told that we would be charged extra. I pointed out that this didn't make sense since the cost of guacamole as an extra when not included in the veggie bowl is $2.60 and the price of queso is $1.45. The price of guacamole is included in the veggie bowl so really by giving us queso Chipotle would still be making their profit and then some. Staff still refused to give us the queso without the extra charge, so we said we didn't want to pay extra and paid for our bowls which were basically inedible because the rice was also super dry and the cilantro was not dispersed. On top of that as we were eating, the staff loudly talked amongst themselves complaining about us so we could hear how its not their problem that they can't swap out queso for guac (and that is the cleaned up version of what they were saying). It literally just makes no sense and was completely rude and made us very uncomfortable because while this was an inconvenience for us, we remained polite the entire time. And then the cashier came over to our table 10 minutes later to say that the credit card didn't process and they needed to run it again. This also made no sense because we literally had the receipt from the first charge that said it was authorized and paid, but they kept pushing this so I went and ran the card again. I was very suspicious about this and afterward checked my card to find that there were indeed 2 separate charges for the same thing as I suspected which I now have to dispute with the credit card company. The place was also a total mess. Forks and lids everywhere. Clearly no one was keeping it clean. How could they, when they were to busy loudly complaining about their customers. Honestly, just terrible. Not only was it my worst Chipotle experience, but probably one of my worst dining experiences altogether....

I ordered 8/9 through the app for delivery. I ordered a chicken bowl with extra rice and extra cheese with other toppings and a bowl with half chicken half steak and some other regular toppings. I paid almost $40 for delivery. We get the bowls and realize they are exceptionally lightweight. I open the one with extra rice and can see the bottom of the bowl and a few sprinkles of cheese. The lightest bowl I have ever received. I was going to ignore it but then the other person I ordered for opened theirs - remember, half chicken half steak and there was NO meat at all. The location is about 8 minutes away so we go back to the store. We get there and speak with a cashier and he said he just got there and asked for who I assume a manager to come over. She takes her time 2-3 minutes then comes over and we explain the situation. We had brought the bowls back barely touched and only mixed to make sure we were not missing something. She looks at them and says “they look eaten out of”…no sorry, no one moment nothing. She takes them to the back for a few minutes then comes up and throws them in the trash. Still no other word from her. She goes and remakes them. She then goes around asking co-workers “does that look like extra rice” right in front of us trying to be rude for sure. She finished, puts it in a bag, slides it on the counter and walks away again without a single word. No sorry or anything. We came in calm and pleasant just looking for resolution but were instead indirectly accused of lying and that we ate the components missing from our bowl already. Please tell me WHY ON EARTH I would get in my car and drive here when I ordered DELIVERY and eat the things YOU neglected to put in out of the bowl to get something free. You really think we ate each piece of chicken and steak out of this bowl then drove here when I didn’t want to leave home in the first place to complain about it????

This location used to be THE BEST out of the three in NN/Hampton when they first opened and there must have been a change in management or ownership because in the last year alone, my order is incorrect at least 60% of the time. It’s unfortunate because this is the location that comes up for delivery which I order often out of convenience. I don’t think because I’m not there in your face ordering that quality should be sacrificed because it’s being delivered and you don’t have to deal with me if it is made poorly. Mistakes happen but the customer service of this particular employee was disgusting. Do better. This isn’t about free food - it’s about good service and unfortunately, I would recommend Patrick Henry or Peninsula Town Center from now on. I’ll make the longer trip in the future. I did call 1-800-Chipotle (call them to speak to someone directly with complaints) and let them know they need to look into this location. I hope they can make some improvements...

Avoid this location. Staff is really rude and slow. Had an online order pick up for 12:30. Got there at 12:40, a tad early, and I saw that they were backed up. I had time before an appointment nearby, so I waited. There was an event nearby, so maybe that was an issue.

A few minutes later, around 12:50 an employee, I'll call her 'A', at the tortilla/meat section (the first person you usually talk to in line), called out to the 20-ish people inside that they had just started the 12:45 online orders, so please be patient. I still hoped that I could still be out around 1pm.

As I was waiting, 'A' kept telling customers who were coming through the side door that they were only taking online orders, and she asked them to place an online order; I did notice they had a sign at the front door saying, "Online orders only,' but not sure if that sign was on the side door. Weird thing was that I saw them take some in-person orders while I was there; folks were going through the line and paying as usual.

Anyway, 1:05 rolls around, 'A' said that they will be starting 1:00 online orders shortly. I look down the line and don't see anything resembling my burrito, most were bowls so not that hard to gauge. I have to leave soon for an appointment and I was waiting upwards of 30min for a burrito (was better off going to Plaza down the street: would've gotten faster service with not much of a price difference).

The cashier is bagging orders, on the phone, and is walking from the kitchen to the front. I happened to grab her attention fairly quickly though. I told her that I have an appointment and would like a refund since my food was not ready. She looked me right in the face and continued doing whatever she was doing. Not going to lie, was frustrated. I know they were busy, but I had all the info on my phone and would've taken a minute or two to help me out. At the very least, let me know she would be right back, otherwise why bother acknowledging me?

I give it another 5min, to 1:10. No burrito so I try to grab the cashier's attention. Nothing. I ask another employee and she said that I would have to get the cashier.

At that point 'A' comes over and says that I need to treat her employees with respect and the cashier will be over to help me out (I guess she saw me trying the get cashier's attention; I was just saying Ma'am).

?????REALLLYYY???

I left without my order. I did make contact with someone online about a refund a few hours later. Not sure if it will get anywhere, but will complain to higher up(s).

On the way out, I seriously got called greedy by 'A' (for what?)

I definitely won't be returning to any Chipotle much less this one. I'll just order out from my local Mexican joint as I had been doing the last few weeks. Thought this would be a quick option, but boy...