Chipotle Mexican Grill — Restaurant in Virginia

This place is just a mess.

The last 2 times I’ve gone inside here it took over 20 minutes waiting in line to order. Around 4PM and second time around 8:30PM. The first time it took me a HALF HOUR.

The line is insanely long each time because it appears this same short guy appears to run the show. But when I say run the show, I mean he appears to be backing up the entire process. The last time I was there, the older woman in front of me in line said she should film them because they were so slow and such a mess.

This guy seems to be way too distracted barking out orders at the staff and customers and then not paying attention to the person standing in front of him when he’s asking what they want. He keeps repeatedly asking because he can’t focus and then is listening to the person next to or in front of him and interjecting into the other customers exchange with the other associates while you’re ordering.

I wouldn’t mind this if he would focus long enough to give you the right portions of food but he keeps asking, and then proceeds to give you 4 corn kernels and gets distracted again after skimping on what he’s supposed to be giving you.

I get that it’s a busy place and he’s maybe training people or whatever but at non-busy/ non-rush hours to have to wait 20+ minute with a line curling around the door each time is just insane.

I’m not going to come back to this location unless I order ahead online. It’s just such a nightmare for everyone in line.

UPDATE:

This location is still not worth going to at all. Had a pick up order on a completely dead Saturday afternoon, place was empty and they completely ignored the order for over 20 minutes past the time it was supposed to be ready until I walked up to ask them if they had it & then the girl pulled it off the order rack with 2 employees standing around talking for 20 minutes. This place is always a problem. The better location is the staples mill location, i’ve literally never had a single...

If I could give this experience 0 stars I would. I have been to this location atleast 5 times now at night. Each time I go the service gets worse. I did a online order tonight for the family and when I arrived the food was not ready. I was ok with that because I live farely close so no big deal. The big deal came when I started to talk to the staff as they were making my order. I noticed the girl with blondish/white hair was putting the minimal amount of everything in my first bowl so I asked for more sour cream and cheese. She said no problem and reluctantly added some. Not sure what happened to her but she definitely didn't want to be there. Then my next bowl is being made, once again, minimal toppings. This time I asked for more chicken and that was a mistake. The guy beside her with short braids proceeds to put 3 more tiny pieces of chicken in my bowl and at that point I asked if I was able to pay for double chicken. He got very frustrated and said that because it was a online order I couldn't add anything. I then proceeded to watch the rest of my food get made with minimal ingredients and 0 customer service. The whole time I was there the staff acted like they did not want to be there and they definitely didn't want to help any customers. I'm in customer service and I would be very embarrassed if my staff acted that way. I hope one of the individuals in there tonight was not a Manager because if they were then Chipotle has problems. Needless to say I won't be back to this location but Chipotle upper management do yourself a favor and find some people that want to be there and pay them accordingly. What I witnessed tonight was sad and embarrassing. Also, find a way to be able to upgrade a online order in store. This may create more revenue for your store....

Edit August 2022: things have really improved at this location. Food is almost always on time and they typically get my order right.

I stopped ordering from here through the app a little while ago because of the wait times, but as it turns out, the one at Short Pump is just as bad, so now I can't really get Chipotle anymore!

Additionally, they almost always forget at least one ingredient. One time I ordered a bowl with a ton of stuff and received a bowl of just chicken, rice, and lettuce. It was missing beans, two salsas, sour cream, fajitas, and cheese! How do you miss that many ingredients??

I decided to give it another go recently, but the option for both types of beans is greyed out on the app. It's been like this every night for the past 2 weeks. How do you run out of beans and not learn to restock more of them for 2 whole weeks???

My experience is not just a fluke. It wasn't just one bad night. It's been consistently bad for the past year at least. I used to grab food from here like 3 times per week after work, and I just can't do it anymore. I love the food, but they make it correctly like 1/5 times on average, and half the time it's 20-30 minutes after the promised pickup time.

Hey Chipotle corporate! Get these guys some more help, and supply them with the...