Chipotle Mexican Grill — Restaurant in Virginia

So...this is my story of The Great Chipotle Redemption. I ordered from here for my family (6 people) for the first time on the day bf Thanksgiving. Got home and there was no lettuce on two meals and my youngest was mising her juice box for her kids meal. I called the restaurant and notified the young lady who answered. She apologized and asked if I could come back to fix the order. I told her I couldn’t as it was late and I wasn’t going back out. She apologized again and said they would give me what I was missing when I made my way back in the near future. Well, after hanging up, my husband and I opened our burrito bowls and in no ONE bite I had eaten my chicken in my entire bowl! No exaggeration. Then my husband had absolutely no steak on his burrito bowl whatsoever. At that moment I told my hubby I’d never go back there and how ridiculous this was. Then my daughter noticed she couldn’t see her steak in her bowl either. That’s when I called the restaurant back but asked for a manager this time. I told her of my grievances and told her that I had just called 5 minutes before and spoke with another young lady about the missing lettuce and juice but that I was calling back bc of the newly found issues with our order. I told her I could not let this go bc my family would not get what they expected at all for dinner that night. The manager apologized more than twice and asked me to come right back up there to fix the order just like the first young lady asked me to do. I told the manager the same thing- it’s too late, we are in for the night. She took my name down and said if I brought my receipt back whenever I was ready that they would do my entire order over for free! That’s over $70 for my big family! I told her thanks for making things right. She was really nice. Well, Tonight I went to “cash in” on the “redemption order”. the young lady who answered the phone the first time I called a week ago actually remembered me and immediately told the manager on duty that she remembers my jacked up order and the promise to fix it. With no hesitation they began working on my order, asked me to have a seat and gave me a free drink while I waited! Yes!!! I’m not hard to please and I let some things slide when it comes to these types of things because we all make mistakes. But our order had too many holes in it and I could not ignore that. Thank you cashier Christine (for your awesome customer service, the free drink and for being so extra but genuinely courteous) and manager on duty Carol! Chipotle is redeemed in my book and yep... we’ll be...

Not sure what’s so funny with the Spanish ladies that work up front, but I will definitely have this location looked into!! Every time I come here, which is usually at least once a week, there are particular ladies who stare, giggle, and intentionally ignore me when my pickup order is clearly ready. I never arrive until my order says it’s ready, and the same individuals don’t even attempt to come over and ask for my name. Today was the last straw!! I came in and went to the pickup section, there was one lady putting an order together, then the same little RUDE girl at the cash register did her little smirk and even went over to whisper something to the other girl making my order, then they both hilariously start giggling, and look over at me before she proceeds to go back to the register. This is after I’d already been waiting a few mins. Then a lady walks over in her Chipotle shirt, I’m assuming she’s off the clock because she had no visor on, and she cuts right across me and starts looking at something on the computer with another lady while standing RIGHT in front of me, and I’m still being completely disregarded. I’m literally the only one over there, so there was no line! I waited a few more minutes before I interrupted their conversation and said,” Well hello…is anyone going to help me? I’ve just been standing here.” They all turned around looking surprised and THEN asked for my name. Order was sitting RIGHT there on the counter! Best believe I will be contacting corporate on Monday morning, and writing a review on BBB!! I will also be requesting this location be audited. This is unacceptable and I’m not tolerating it a day longer as a PAYING customer or driving out further for food I’m paying for! GET IT TOGETHER CHIPOTLE!! Clearly by looking at the reviews YOU the owner know, and with all of these complaints, you don’t feel it necessary to get your staff under control. No worries…it’s my specialty! ...

I’ve been coming to this Chipotle location regularly, but after today’s visit, I’m seriously reconsidering. I ordered a quesadilla and a build-your-own meal for my daughters. I simply asked that my daughter’s meal be served without the tortilla—just everything in the bowl to save her from having to mix it herself. The staff acted like this was an unreasonable request, even though it’s really not a big deal.

Then when we asked for a side of sour cream (something we’ve always gotten before with no issue), they hesitated and acted like it was too much to ask. I’ve worked in the food industry for years—I know how small accommodations like that are supposed to work, especially when other customers get sides with no problem. It honestly felt like the staff just didn’t want to be helpful today.

On top of that, the employees were rude and unwelcoming, which is disappointing because I’ve had good experiences here in the past. But today, it really felt like they didn’t care about customer service. If someone’s having a bad day, I get it—but don’t take it out on the customers.

It’s frustrating when you support a business consistently and get treated like you’re asking for too much over something simple. I’m not sure I’ll be returning to this...