Chipotle Mexican Grill — Restaurant in Virginia

I'll begin by saying I LOVE Chipotle & I was ecstatic to learn that my recent move placed me within within a mile of one.

I visited my local Chipotle with my mom at ~9:24PM. This specific location closes 10PM. To my surprise, the woman preparing the orders declined my in-store order. She immediately said they were ONLY accepting online orders. Without hesitation, I proceeded to place an order online.

While patiently waiting with my mom, a group of three walked in. They were told to place an online order as well. A gentleman from the group asked if this was standard practice at every Chipotle and the SAME WOMAN said "yes" while the cashier said "no". To be clear, this policy is not standard. The woman changed her initial statement and admitted the store was enforcing the policy due to low staffing. She then proceeded to prepare his in-store order, despite the fact that my mom and I had already been waiting for 10 mins. I understand that many businesses are understaffed due to the pandemic, but the store appeared to have just as many (if not more) employees number than the other locations I've visited. However, the staff was preoccupied with cleaning/ closing procedures.

At that point, I asked the employee at the register to cancel the order and refund the cost. He seemed annoyed, declined, and said "Why? We can just make the order now". I rejected the offer and made another request for a refund,even offering to accept a gift card. He declined again and involved the same woman who had been preparing orders. She then dismissed my request for them to cancel the order and refund the money, stating all she can do is make the order.

By this point, I felt undervalued and disrespected. She then added insult to injury by allowing other incoming customers to order directly from the line while I continued to wait. When called her out, she said she was busy when I came in, but not when they came in. All the while,I hadn't received my food.

I was ultimately forced to take the food because they refused to refund or offer an alternative outside of me taking the order and filing a complaint. As we were were leaving, she began speaking about us to the cashier in another language, very loudly. I asked for her name to file the complaint and she refused, saying the policy doesn't require her to provide her name. I asked the other employee for his name, and she shouted something at him in another language. He obliged her by not responding to me. I asked for their employee ID #s or another way for me to ID them in my complaint & she condescendingly said I can use "night manager and employee" in my complaint.

All in all, this experience RUINED this Chipotle for me. I will never revisit that location & if this is acceptable behavior, I won't step foot in any other Chipotle.

Without going into the social dynamics, I'd like to add that I'm questioning whether prejudice was involved in the decision to accept his in-store order & several others after rejecting mine shortly before hand.

I remained respectful, even while feeling disrespected. I even mentioned how I was being treated poorly, despite being understanding and patient with them. Even the guy who was served before me commented on how unfair and wrong they were in the situation.

I could easily write a separate review about how messy and unappealing the food some of the food looked, but I won't at this time.

I believe spent over 20 mins in this location, only to end up with an unpleasant experience & a...

In the bustling enclave of the Shoppes at Ryan Park, Ashburn, Virginia, sits Chipotle, a familiar name in the fast-food landscape that has recently been serving up more than just its signature burritos. This particular outpost of the renowned chain has embarked on a remarkable journey of transformation, evolving from a hit-or-miss fast food joint to a reliable haven for a hearty, flavorful meal.

The first thing you'll notice is the quintessential Chipotle ambiance - simple, modern, and fuss-free. There's a sense of familiarity and comfort in its casual design, making it the perfect backdrop for a quick, satisfying meal, especially after an intensive workout session.

In the past, the service at this particular Chipotle had its fair share of bumps. Orders, especially those placed through delivery apps, were occasionally botched. However, in a commendable display of resilience and commitment to customer service, the team here has managed to turn the tide. Today, the service is noticeably improved, and each order is handled with the diligence and care it deserves.

The food, as one would expect from Chipotle, is consistently good. The burritos, bowls, and tacos still carry that familiar burst of flavors that one associates with this well-known chain. And there's a certain comfort in knowing that, whether you've just had a grueling workout or are craving a quick, flavorful bite, Chipotle has got you covered.

This Chipotle is now more than just a fast-food outlet; it is a testament to the power of continuous improvement and the resilience to bounce back from shortcomings. The team has shown that they can adapt and learn from their missteps, and it is this renewed commitment to service that has cemented its place as a go-to spot in Ashburn.

So, if you find yourself in the Shoppes at Ryan Park after a long day or an intense workout, swing by Chipotle. You'll find not only a hearty, satisfying meal but also a team that's dedicated to ensuring your Chipotle experience is as smooth and enjoyable as possible. And in today's fast-paced world, isn't that a...

I have ordered lunch online every Sunday from your store for over a year. Usually it is ready or almost ready when I get there. Today I was totally disappointed with your store. I thought I would reach out to you privately before I post a public bad review to give you a chance to make it right, but you turned off your public & private messages on your FB page. My co-worker & I ordered online at the exact same time & our orders were to be ready by 2:15pm. When I arrived at approx 2:12pm, my friends order was ready & mine was not. I showed the cashier my confirmation email & she assured me it was in the line to be made & seemed very unconcerned about it. I understand things happen but 4 other customers also were waiting & seemed very agitated. (One was a door dash driver who mumbled he would be losing his tip) the front staff continued to work on people in line & ignoring all the online people waiting. I approached the cashier 2 more times about my order & the 3rd time I asked to speak to a manager. They never went to get a manager or attend to my missing order. By now my co-worker texted me saying the boss was wondering where I was. I finally got my order at 2:30pm....15 minutes after it was supposed to be ready! Now my friends order is cold & I am steaming mad! The cashier did not even apologize for my wait or offer to come anything or give me anything as a consolation. Then I get back to work & notice they forgot my co-workers chips & guacamole & my guacamole cup was only half full! My co-worker called to complain about her missing items only to hear the staff laughing. (You should instruct your staff to put people on hold instead of letting customers hear their lack of concern) C’mon....I know your store can do better than this.....I’m hoping it is just a bad day, new staff or something extenuating to cause this terrible customer...