Chipotle Mexican Grill — Restaurant in Virginia

Customer service is not the priority. I visit this location once a week and the service on the food station does not seem to be a priority during peak lunch hours. When I arrived, there were roughly 8 people in front of me and only one person taking orders, ringing people up and filling various ingredients on the line by herself. She had to wash her hands after every customer due to handling the money, which is understandable.

There were 5-6 people in the kitchen preparing food for the line. 2 of those peolpe were filling to-go ramikins with queso. 2 of them at the same time! When I finally reached the counter there were about 12 people behind me @ 11:50am. There does not seem to be any urgency to move employees to the service line to assist with the customers and they leave one employee on the line to struggle by themselves slowing down speed of service and adding to the already long line. Where is the leadership to direct people and 'put their aces in their places.'? It took me 25 minutes to get through the line today and this has happened over my last 3-4 visits. I understand staffing situations, but you have to prioritize customer service and employee happiness. I feel bad for the girl working the line by herself. She was very nice considering the situation she had been put in.

Where is...

I will start by saying I love Chipotle, I think it's great food and value for the money. But not this time...... I am in Winchester VA, near Shenandoah University where I attended for undergraduate studies. I have one of my Swiss players visiting the US for the first time and he's been waiting years to try Chipotle! This was his first time tasting the brand and it was awful to say the least. He ordered a bowl and I got a burrito. Both of our meals were way too salty, sloppily prepared, and all put in a small bag therefore crushing the lid to his bowl, only adding to the below-par experience. I was so disappointed with the meal that I threw my food in the trash with only a few bites taken. I had to apologize to him and promise we will try a different location in Maryland that I am sure will be better. I have to say, I was warned ⚠️ by the current students, and some staff members not to go to this location due to the food quality, and cleanliness but I assumed they were exaggerating. Indeed they were not at all, This has been my absolute worst food experience with the brand hands down no question! Please Chipotle fix this issue before it hurts your brand, This store staff needs training in several areas to meet the reputation and expectations of the customer. SO DISAPPOINTED...

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What a turnaround! Six months ago, I left a review expressing my frustration with an order mishap, but today, I am happy to report that this location has made a remarkable improvement. I have deleted that review 😊!

First, let me say that the staff here have stepped up their game in every way. Orders are not just on time now—they’re early! The accuracy and care in preparation are impeccable. Burritos are beautifully wrapped with no leaks, and everything is thoughtfully packaged to prevent messes.

Beyond that, the customer service has been incredible. Everyone I interacted with was friendly, attentive, and focused on ensuring my experience was great. It’s clear that the team has taken feedback to heart and worked hard to raise their standards.

This location has gone from a source of frustration to a shining example of excellence, and I couldn’t be more impressed. I’m glad I gave it another chance because it has now become one of my favorite stops for fresh, delicious food with stellar service. Keep up the...