Chipotle Mexican Grill — Restaurant in Virginia

I am usually here weekly, but today was the first time someone has made me seriously mad. I order my usual, get home and notice my food looks a little different. My food has lettuce and completely missing salsa. At this point I paid too much money to not have what I want. Well I drive all the way back to Chipotle, and at this point I’m already pretty mad and this point I just want to the food I ordered.

So I go in, point out my food was made wrong, and point the differences from the sticker and what is in the bowl. Then guy is like, is the sticker correct, I’ll re-make your food. Then mentioned he can throw my food away. I was like, okay cool. So I go throw it away, and in the process before I throw the food away I eat a couple bites in the process in front of the trash can, because I haven’t eaten anything of substance all day and just finished some cardio in 100 degree weather. Saying I was hungry was an understatement.

I get back and whoever is the heavyset girl working the to go station putting the stickers on the bowls was like, where is your food, I was like the one guy told me to throw it away, and I can take it out the trash if you want. The girl was like, I saw take a few bites out of it. Yes, I got food because I’m hungry, and because I went all the way home and back wasting my time in the process, I’m still hungry. I then stated, when they get my food right they can argue with me, they didn’t so I wasn’t going to argue. The two guys who working there were completely fine and understandable, but that heavyset lady needs to find another job where she doesn’t have to deal...

I ordered pick-up here and waited fifteen minutes for my bag to appear on the pick-up shelves and it never did. An employee asked what I was waiting on and led me to a side shelf behind the counter, explaining that they keep pick-up orders there so people can't walk off with someone else's order. I asked, "Are customers allowed back here?" to which he responded, "No." So if the orders won't be placed on the pick-up shelves and I'm not allowed to access my order on the side counter, then I have to go through the line to alert an employee that I'm here to pick-up because I can't just cut the line at the register. If I have to go through the line no matter what, what's the point of offering pick-up? I got home and realized they didn't give me my queso, so I had to drive all the way back. That same employee directs another to give me a large, which was a very generous remediation considering I ordered a large in the first place...

I drive to the Compass Point Plaza Chipotlane now and have no issues. Tonight I ordered delivery and unfortunately you have to go with the closest location which brought me back here. They forgot my queso again and gave me the wrong protein. The online chat "Pepper" ended the chat without resolving my missing item so it's disappointing that there's no recourse for paying...

Yikes! Everything was filthy from tables to floor to the prep counters. The grill was black and crusty, and most of the food option containers were empty and basically burnt with remnants of what was in them stuck to the bottoms.

There was no white rice, and they said the next batch wouldn’t be ready for 20 minutes. I ordered a cheese quesadilla, which they ended up reluctantly accommodating only after telling me quesadillas, specifically, should be pre-ordered online in the future because cooking them would cause the building line behind me to back up. I found this an odd suggestion, as they could have alternately considered bringing a second employee to help maintain the food service line given there were about 6 others standing around in the back (obviously not cleaning or restocking food anyway).

The food was overcooked and overpriced given what they delivered, the general filth and state of the establishment was concerning, and the customer service was uncomfortably wretched.

I wish I could go back 45 minutes and choose to go elsewhere. Unfortunately, the experience cannot be un-had. Again, yikes. Don’t recommend visiting this location if you’re concerned with sanitation, cleanliness or...