Chipotle Mexican Grill — Restaurant in Virginia

This’ll be fun, here’s my tail of the horror show that is North Midlo Chipotle.

Thought I’d get ahead of the Thursday rush and ordered dinner for the fam via the app, placed it online at 3:40 for 4:00pm. Strolled in at 4:05 and grabbed order. Took a peak before leaving as the online worker QC program typically rides the struggle bus “one fry short of a happy meal” if you know what I mean 😉.

To start I ordered a chicken salad bowl, veggie bowl, kids quesadillas, and regular guacamole and chips. In the bag I noticed I was missing my extra side of guac. Worker on the line assisted me and I went on my merry way. Upon returning from home and preparing to feast I noticed I was missing more than just a side of guac. “Eek gads” I proclaimed, we’re missing kids chips and chocolate milk, salad dressing, the wife’s veggie bowl was made with white rice and smothered with a dump truck load of sour cream. I triple and quadruple checked the order, it stated side of sour cream (which was in the bag), brown rice, and light cheese. For once, the wife couldn be mad at me🥹, I was not the cause of her hangers. Finally the kids quesadillas had two raw tortillas in place of a quesadillas, and chicken on the side because “why not?” 🤷‍♂️.

So I reluctantly packed the bag and headed back to the store. This time around I stood in line for what I thought would be a simple “remake on the spot” job. However the female worker that greeted me, mind you this is the one that consistently has her “holier than thou” gen z attitude and this go around without her air pods, asked for my name and then handed the effort and follow through back off to the chipotlelane associate to “remake”. All the while she never once asked what was wrong with the order from the git.

Now mind you, I followed back up immediately with “don’t you want to know what they got wrong before they try to remake?”, to which I was told “no they will get it”. So I said ok to myself, took a seat, and rolled the dice of life with attempt number two.

Well, after 15 minutes of waiting patiently…crickets nothing I proceeded to verbally escalate the situation by asking out loud “has my order been remade?” At this point neither of the 2 gen Z workers at “food prep” nor the chipotlelane associate followed through with the remake of my order. Upon my verbose response the genZ associate from earlier proclaimed it was done, walked back from the kitchen to show me it was on the shelf between F-L.

Now here’s a fun fact, neither my first nor my last initial’s start with any letter between F and L. Dealers choice on either name will never land you between F-L. Upon explaining the dire lack of customer service I received a response of “this issue is not my problem, I did not make this order wrong!” to which I rebuffed “you all are a team, this business is a single business under one roof, if one of you fails, you all fail”, her retort was that “I could leave the premises”, however my response was “not till I check my order again 😎”.

Well guess what gang, chipotlelane associate was 2-4-2 today. Consistent snake eyes ladies and gents. This lackluster 2nd attempt raised us a cooked quesadilla but we still forgot the salad dressing, side of guac, kids chips, and chocolate milk. And while we caught ourselves from slathering on the sour cream for the veggie nightmare we still chalked it full of white rice and coated it with a 1/4” thick layer of cheese from tip to stern.

Any sign of hope on finishing this visit on a high note had absented from the scenario by this point. I interjected myself into the service line and the gen z gentleman, absent of hair net, who was “food prepping” or the lack there of, but thankfully with only half of the 2 AirPods in his ears approached with 1 notch less of attitude than our Gen Z professional from earlier proceeded to remake the veggie bowl for a 3rd time.

The icing on the cake to this glorious dining experience was the avocado butt that was in my chips and guac. I loaded a fun pic just to share the thrilling conclusion to this...

My first ever visit to this location i waited in the drivethru line for 15 minutes. While waiting an employee went outside to smoke right by the bavk door. His cigarette smoke was pouring into customers cars forcing them to have to roll their windows up. When I finally got to the window the woman flung the window open and just stared at me until I gave her my name. She then huffed, slammed the window shut grabbed my food and just about threw it to me.

My second visit, decided to give the drive thru another chance, same woman was working. She seemed to be in somewhat of a better mood but was not friendly or polite at all during our interaction.

I understand that this is a new location, and with that in mind I decided to give it one more shot and go inside. The gentleman man making my food was nice, and attentive, the woman who rang me out was nice but aloof. After being rung out I went to get my drink and noticed the pin extra was out, so I approached the cashier and told her. She went and told someone in the back about it and went back to the register. I waited for about 8 minutes before approaching her and asking if it was going to be changed soon. She told me that she thinks they were out of it. Annoyed I just decided to get coke instead. The coke was out as well, when I went to let the cashier know that the coke was out as well, she turned to her supervisor and let her know. The supervisor replied with I dont have time to change it right now, there are other drinks over there. In disbelief I requested a refund for the drink and left.

Seeing how management was acting today explains why I had the service I had the first two times. Basically I was told that I was not going to be taken care of because they didn't feel like taking the 30 seconds it takes to change the coke.

If thats how I am going to be treated after spending my money with the business, then I want nothing to do with...

I sometimes wonder if this location is just an experiment to see if a Popular Brand can still survive even if they don’t offer the ingredients for much of their posted menu as well as little to no positive customer service experience.

The past five or six times we’ve been there they have been out of cheese (multiple times), chicken, veggies, pork, chips, and brisket when we’ve tried to order them. It’s not that they’re out of 1 thing, they’re usually out of several of the key ingredients. I can understand supply issues, but this is consistent, and they don’t seem to care enough to be accommodating or apologetic about it. They usually don’t offer to substitute for what they are out of….

One time I ordered 3 kids meals which come with small bags of chips. They had large bags of chips but told me they were “out of kids meal chips.” I said “Can I have one large bag instead of the 3 small bags? Or can’t you take a large bag and pour them into 3 small bags?” They acted annoyed but agreed to it. They seem irritated to have to make your food, even refusing to get out new ingredients even when they clearly have them (like I can see cheese in the back and they insist they’re “out of it”). I see they currently have a google review score of just under 2 stars after over 160 posted reviews, that’s mathematically hard to pull off - that’s like consistently getting four one star reviews for every one 5 star review. Even getting some three star reviews once in awhile would get the average at or above 2 stars. Let’s all go to the Moe’s or the Qdoba across the street or the Chipotle a couple miles down the road and maybe we provide some healthy accountability and perhaps even make most American Business...