Chipotle Mexican Grill — Restaurant in Virginia

Warning: LONG READ

Very poor customer service. My family and I visited this location since we were nearby, and the very strict, portion control is understandable because most locations are beginning to do this….However at this specific location the spoons aren’t even full of chicken and could count as half the normal portion size included in the price. Didn’t complain about this since I was trying to be understanding and let them do their job.

Yet aside from this, we had the most unpleasant experience we’ve ever had at a chipotle. My son whos (5y) hardly ever had chipotle wouldn’t eat his food and kept saying it was spicy.

We tried to get him to eat just the rice and beans and skip the chicken, he tried and then refused, saying that was spicy too.

So we hesitantly went back to the register in the middle of our meal to request a refund, knowing most family restaurants will gladly exchange a meal or refund you. There wasn’t anything else he would’ve eaten and we didn’t want to get the quesadilla which is not filling since it’s just cheese and tortillas (dinner time.)

He had only drank his kids juice (included in the meal) and one of the tortillas from the build your own tacos. They declined the refund for awhile and I felt so bad holding up the line of customers wanting to pay for their meal. I repeatedly explained to the cashier and another person who later turned out to be the manager, I preferred the refund because I would just go buy him something elsewhere. Finally she agreed. However she wasn’t happy at all to do so and asked for the entire meal back. The kids chips, the drink, everything, she decided since he drank the entire juice she would deduct it from the kids meal price ($6-2.)

If my son could have spit up the tortilla I would’ve given that back to her too.

Just very upsetting to see how rude and petty they acted. I can’t make my son eat the food if he’s saying it’s all spicy, the couple bites he took, he washed down with the juice box which is why it was empty. Also sad to see them being Hispanic treating us (also Hispanic) as if we were purposely trying to rip them off or be cheap. That $6 wasn’t coming out of their pockets and I’m sure the Chipotle corp. wasn’t going to miss it either.

We’ll never be back to this particular location , and from now on will probably think twice when dining out with our kids, before...

I recently visited this chipotle, as soon as I walked up to the worker to start my order, i told him to put white rice and he did although afterwards when I asked him to add beans to my bowl he put 1/3 a spoonful of beans and moved on, due to this I asked him to give me a side of beans because he put a significantly tiny amount of it, however he ignored me and ask if I wanted chicken(even though he clearly heard me) I said yes to the chicken option then he passed the bowl to another lady across the counter. I asked her for a side of beans because the other worker ignored my request, she then asked him to give her a cup of beans so then I started going on with my order UNTIL I look at the countertop and see the side of beans splattered across it, I then realized he yeeted my side of beans across the counter, I turn to look at him and see he has a slight smirk on his face. once I got to the checkout I looked at the price I was about to pay then recognized it was higher than normal, I asked for a receipt of my order and as I was walking out of the building i saw on my receipt. $1.60 sides. THEY CHARGED ME FOR SIDES??(at my local chipotle they never charge me for sides) I couldn’t believed they charged me for around 10 beans in a cup. Later, once I got home I started researching about Chipotle’s “side” polices I figured out that they only charge if you get 3 sides or more and special toppings like guac and queso (which is reasonable) this meant that the cashier clicked on the 3+ sides or guac/queso option to charge me extra for them to make more money. Overall, they had horrible customer service, abhorrent food and had a stingy and greedy behavior. Totally would NOT recommend, if there’s other food places you would like to go in the area,...

I asked to use the restroom. While I was inside, the store manager, Darlyn Quintanilla, began knocking repeatedly on the door even after I made it clear that the restroom was occupied. To my shock, she then opened the door while I was using the toilet.

This behavior is an outrageous violation of my privacy, completely inappropriate, and deeply unprofessional. No customer should ever have to experience something like this at a restaurant. If a child or another vulnerable person had been in the restroom, the situation would have been even more unacceptable.

After the incident, staff members attempted to cover for the manager instead of addressing the misconduct. This only made the experience worse and reinforced that my concerns were not taken seriously.

I consider what happened to be predatory behavior, an invasion of privacy, and potentially a form of harassment. I am demanding that Chipotle investigate this incident immediately, take corrective action against the manager responsible, and ensure that no other customer is subjected to this type of treatment.

This was by far the worst customer experience I have ever had, and I believe the public deserves to be aware of this...