Chipotle Mexican Grill — Restaurant in Virginia

This morning I decided to order from Chipotle, because I needed to go to the store to pick up a gift card for work. Upon arrival at 10:47, I found the location still closed. As the line formed outside with 7 guests, at 11:07am, they finally opened the store, 22 minutes late. While we waited, we could see staff standing around the cash register ignoring the knocking on the door and the phone calls. The other guests waiting in line with me said multiple times ‘that they are always late opening but this was extra late today’. Once inside, the girl at the cash register told another patron that the soda machine was down. I had order a soda in my online order and there was cup in my bag but I asked for a refund since the machine was down. She said ‘you don’t want one of these’, to which I replied, ‘do you have regular coke?’, and she pointed to the glass front fridge. I accepted the Mexican Coke, which of is not regular Coke and does taste a bit different to try and give some grace. While I was standing there, I said I need to get a gift card also, she said you’ll need to step aside because she was first. This was another patron who was three patrons behind me in the line that formed outside, and of course, I ordered online, so I was first. She would now wait on me until after she waited on the other lady. When it was finally my turn, according to her, I asked for her name and the owners name, to which she replied, ‘am I supposed to know the owners name?’. This is when the new manager, Jazzy appeared. Jazzy only ever acknowledged that the store opened late and that it seems to be a regular problem with a head nod, she never apologized for the wait or the inconvenience or even the employees' behavior. While I was complaining about my experiences to the manager, the employee was staring in my face giving a sarcastic look and when I commented on it, the employee laughed out loud about my complaints and the manager did nothing except shake her head up and down and say ok. That cashier refused to give me her name, and the new (first day on the job) manager "Jazzy" said she didn't know it and didn’t offer to get it for me either. I asked for owner's information and she said there isn't an owner that Chipotle is corporate and they wouldn't handle it, if I contacted them, other than to call her to take care of it anyway so, 'let's just leave it at that, ok?'. This was the worst display of customer service and customer remedy I've ever experienced. I've worked in and managed food service, bar service and high-end restaurants and don't recall a single display of such poor customer service and managerial skills. That cashier needs to be fired. The manager needs to be retrained on how to deal with employee issues, store management, time management and how to properly apologize to a patron when there is an issue. I was not pleased and don’t intend to ‘let it be’, as suggested by the store manager. I don't need to be contacted by anyone, I don't want any gift cards, I don't want free meals, I want that employee out of this industry. Though, as stated by the new manager, Jazzy, I actually don't think anything will change, because her managerial skills were as much the problem today. As a person coming from the service industry, I generally give grace and don’t write negative reviews but this was inexcusable and I will never visit another...

Avoiding any sugar coating - the ONLY problem with this location is the PATRONS ... the staff shuffles them along as efficiently as possible every time I come in here, so KUDOS for that. However, if you come on your lunch during the week, prepare to miss the 6 o'clock news. The menu only has a few items to order and the staff asks you what you want as they go -YET - these people will order as if they are looking at the Cheese Cake Factory menu. THE ENTIRE MENU DOESN'T HAVE ENOUGH WORDS TO MAKE A FULL PARAGRAPH AND IS IN CLEAR VIEW OVER EVERYONE'S HEAD, yet staff has to explain/wait for people to decide after they've been standing inline for 10 minutes.

Don't get me started on the parking lot. Its already small as it is, but you can bet 6 spots will be occupied by 3 cars. People literally park on the street to avoid the lot.

Further exasperating things: It's clear where all of the elderly HARDEE's breakfast patrons go for lunch. They can be found either in the parking lot making a 12 point turn OR in line attempting to pay with a check..... between 11:30 and 1:30- the SAME time the NON-retired are released for break.

Again, the staff is great and the food is as you'd expect - but I'd advise getting your chip and queso fix across town if possible.

UPDATE 1/2/19: Thought I'd be slick and try it again, this time ordering ONLINE first and having a Handicap placard for parking. Sign on store mentioned shortage on salsa. Not a big deal because I didn't order any. I wait patiently to be told that they are out of Queso, that they'd refund it, and asked if I'd like salsa instead. That's one of the few "good" items and would have resulted in my eating lunch elsewhere if known they were out but no biggy. I waited another 10 minutes past the 1230 time of completion to be told they are now out of the salsa I was just offered. As in NONE out of the 4 selections they offer. The reason was the lack of a delivery they should have had the prior business day.

I've officially stopped trying with...

I am not one to write reviews, but I just received the worst customer service of my life. As somebody who has worked in food service the way that this store is run is unacceptable. I would understand employees being frustrated if I showed up 10 minutes before they closed, but I showed up 2 hours before close.

I came to chipotle because I wanted to get some good clean food to bring back to my family in the hospital. The food line was filthy and the half of food looked like it was sitting there since the lunch rush. I ordered 2 burritos and a kids meal.

This guy could have cared less what he was serving me. He got the driest part of the green salsa and put it off to the side of the burrito, then he gets the corn and without draining it just covers both burritos in corn water that had probably been there for hours, he then took a ridiculous amount of sour cream and put it on one burrito and then put whatever was leftover on the spoon on the other one. I promise that if his mother ordered this food he would not make it like this. I asked for cheese and they told me they didn’t have cheese and that it was only for quesadillas. It was quiet for a while and he was looking at me like I was stupid. I asked just to clarify “you’re out of cheese?” , and I could hear the attitude in his voice when he said yea. Like he was too cool to care or apologise for the inconvenience. Stop being lazy and shred some cheese, it doesn’t take that long and you’re not too cool to do your job.

To the kid making my burrito… I hope you find a job that you like so that you can stop playing with peoples food. I don’t know what kind of day you were having, but at the end of the day you work a customer service...