Chipotle Mexican Grill — Restaurant in Virginia

This happened at 7 pm non July 8th. I have been a frequent customer of Chipotle. Today I went to Chipotle after my son's soccer, after ordering his meal, we started the next two meals, after getting to mine, and after starting the build, I was told that 3 items were not available (no avocado, no vegetables etc). I said well I don't want my bowl without these key ingredients. Given that I already had my daughter's and son's orders built, I then thought I might salvage the situation with a different type of bowl, so asked about replacing the missing ingredients with some extra chicken. I told them I would only take the bowl if they made the accommodation of not being charged for the extra chicken. It wasn't the cost, it was an accommodation to try and make things right for not having the key ingredients and not telling us up front about these missing ingredients. The girl making the bowl was very nice and customer centric and she built the bowl and said she would ask the manager. She then rang me up at the register. I asked her if I was charged extra and she said oops I forgot to ask the manager. She then told me to wait a sec and she asked the manager to come over, who then came out (he seemed to be a very very young manager) and she explained the situation. His response and attitude was too bad buddy, I don't care that we are missing ingredients, I still had to pay for the extra chicken. It seems so trivial but for a customer that approach was completely wrong. I told him then I didn't want it, and I will just take my daughter's and son's meals only. He then grabbed a bowl and threw with some show and panache into the garbage in front of my kids and lots of customers. It turned out he threw out my daughter's bowl and not mine. Not a good customer centric approach, I have to say. He said oops. That's it. No trying to fix things. I know times are tough with recruiting staff, but I got to admit, I was so irritated with the rude approach and not trying to fix a bad situation I frankly will now stop going to Chipotle. It takes years to build a reputation, one bad experience can take it all away. I would recommend that Chipotle forewarn customers that they are out of major ingredients before having them start their orders in the store and be 3/4th done only to be told sorry we are out of all these things. What a waste of time. I would also suggest that the Chipotle at at 2040 Abbey Rd. provide customer centric coaching to its managers so that this rude behavior doesn't have to...

Late nights and early mornings, I lie awake unable to sleep, thinking. Reminiscing, pondering. On our way to attend my girlfriend‘s best friend’s graduating ceremony we were starving. Unbeknownst to me we were about to embark on, not just a dining experience, but a life changing journey.

We made the stop, and upon our arrival we are immediately greeted with…well the only thing I can compare to is the quality, hard work and dedication that is embodied in the American spirit.

I remember waiting in line and watching the staff behind the counter, put forth an incredible amount of work. Specifically noting this one young lady who had in her hands in an impossibly large burrito order to which she then proceeded to wrap with such finesse. A burrito with so much content that it shouldn’t have been wrapped. In all rights this burrito should not have existed. No ordinary, man or woman could wrap such a burrito.

When it came time for our order they, blew out all expectations. The quality of the food? Incomparable. The taste? Incomprehensible. The kindness and professionalism of the staff? Uncharacteristically achievable anywhere else. The PORTIONS?!?…..I dare not even attempt to capture in words. Where other Chipotles ration meat like they’re protecting state secrets, this crew delivered with generosity and pride.

Look, I’m no perfect man. I’ve made mistakes. I’ve served my time. I will not go another day without giving credit where credit is so rightfully do. Not a damn day goes by where I don’t think about that trip, that day, that hour. Yeah they’re probably high school / college students. But they’re displaying grit Ive seen in no other Chipotle and I would argue that no other Chipotle will “ever” do such in the time to come.

May God Bless this Chipotle and May God Bless the United States of America.

TL;DR: Dope 10/10 Best...

It’s Halloween and this is the scariest service I’ve ever encountered. After waiting in line for not a short amount of time, I approached the server and was informed they were taking online orders only. Ok, that’s fine, but there were no signs on the doors saying so, and they had just put someone at the doors/locked the doors (I couldn’t tell. I was excited for my Chipotle bowl after hiking all day) right after we walked in. When I asked if she could take our orders anyway because we had been driving several hours, we were only three people, and we had waited in line, the server refused and immediately gave me attitude. She said I could order online and then get back in line once we’ve submitted our orders.

This made absolutely no sense to me, so I reasoned with her that it would be more efficient for both of our times if she just filled the orders since we were right there. Again, she refused with profuse attitude saying “why are you arguing with me?!”

I hated to be that person but I was clearly getting nowhere with this rude employee, so I had to ask for the manager. He was much kinder, but still refused our order. He said it would be rude to take our order when the online orders had already paid and we could go to the back of the line and then they would take our order. Again, this didn’t make any sense to me, so I just left.

I’ve worked in customer service myself, so I get it - you’re busy. But I would have been fired to have been so rude to a customer and refused them service I was taken aback by how I was treated as a customer. It was truly the worst experience I’ve ever had with a food chain, and I will certainly never go to this location again. I don’t even have a taste for Chipotle...