Chipotle Mexican Grill — Restaurant in Virginia

The menu is not transparent and my husband and I were surprised of the total. You cannot just advertise the limited time chipotle Al pastor bowl showing all the ingredients that comes with it on the picture which included guacamole and show the total, but then surprised us at the cash register with a complete different price saying that the guacamole is an extra charge. Extra means more than the usual amount served. To add is a different thing and either way this charge was not reflected on the menu for this bowl but had the guacamole on the picture and the total for the bowl. The charge was not advertise for the bowl on the picture not even a fine letters indicating the it will cost you to add guacamole. I addressed this surprise to both cashiers a young men and a women but they was still stretching their hands out for the payment and with a full line, basically pushing us out the line like we was bothering them and holding their lines, very uncomfortable and embarrassing moment. I decided to sit down and call the manager over the phone who asked me why I didn’t explain all this in the line. I told her I am still seated in the restaurant and decided to call you instead not to continue to feel uncomfortable & embarrassed by your cashiers who weren’t polite. She immediately started to negatively debate on the phone with me about this charge and the menu that was deceiving and or not clear. She left me on the phone talking to myself, and I got out the seat to ask for the manager (the person that left me on the phone talking to myself) and they pointed to her. From where she was standing I asked her if she purposely left me on the phone? she lied to me saying the phone cut off but she never stopped what she was doing and came to talk to me and basically said nothing else to me & she continued to be rude and just left me standing there so I decided to ask her colleague what was the manager name and she refused to give it to me, saying she don’t know her name, she can’t give out her name. I told her what kinda business are afraid to disclose the manager name or anyone else and wear no name tags (and also knowing I wanted her supervisor name who is still standing over there watching and listening to me asking for her name because I obviously needed this manager name to be able to let elevate the restaurant and this manager unprofessionally, poorly and disrespectful way of handle all this.) The colleague then said her (with manager standing there) her last name is Quinteros. Before leaving I took some pictures of the menu so I can better show and explain to corporate, and when I went to our vehicle the manger send a young men employee to take pictures of our vehicle and us for which I found this completely out of place and frankly threatening. I went back inside and ask why did anyone send this young man to take pictures our car and us? Then Quinteros said we all got immigration papers. I said I never mentioned anything about immigration, I asked why you sent someone to take pictures of us and our car. She then said “ why did you come here if you didn’t want to pay” I said I came in here because I am free to do so and I paid for what I purchased. I think Quinteros bias behavior and statement was extremely inappropriate like the pictures taking of us and the phone conversation, the ignoring etc. I didn’t not come here to ask for anything free, neither for a manager to humiliate us for something I needed her to rectify. Money is not an issue for us or paying, she just bias against people that do not look like her. Not to mentioned I got shares fie this business. Not to mentioned that the entire restaurant workers are exactly from the same race and ethnicity and speaking another language only with their selective clients (for which I also speak and understand). The way this restaurant and the manager treated us was not only personal, bias, intimidating & condescending and I didn’t appreciate giving them my money for a terrible experience and moment, for a meal we didn’t eat and be insulted instead...

The workers at this restaurant are utterly rude and have very poor customer service literature. I went to pick up an order I placed via the Chipotle mobile app with 10 minutes to spare. As it became closer to my pickup window, I glanced around the backline to ensure my order was being prepared; it was NOT! The worker on the frontline saw my frustration so she walked to the backline to see what orders were there, after she had already been joking with her coworkers for 5 minutes already! She asked me what’s my name and I replied “I have a mobile pick up order”. She began making my meal and I can clearly see she’s rushing at this point; I’m assuming to ensure she meets the standards of my pickup time. In less than 30 seconds, she brings my meal from the backline and hands me my bag. While waiting for my order, I observed how unsanitary the “fresh drink” machines and cutlery stations were so I bought it to her attention. She tells another worker in Spanish what I’m saying and they both began chuckling. I asked how often are the drink machines cleaned and she replied that she doesn’t know but it’s the night crew’s responsibility! All cutlery were covered in oil from being placed facedown and the containers housing them not being cleaned daily/properly. DO NOT WASTE YOUR MONEY HERE! The workers do not speak proper English and the food quality, quantity, temperature and overall experience isn’t worth the money. They need to either hire new staff or shut this place down! This isn’t the first time I’ve dealt with issues at this restaurant. FYI: This issue happened during the...

This restaurant is ridiculous. I placed an order via the chipotle app for delivery. I received my order and had maybe 3 pieces of chicken in the bowl. I called the phone number for chipotle and the recording continuously tried to get me to connect via chat although I was repeatedly requesting to speak with a team member. I had to hang up and call back, once I was finally connected to a person, it was chipotle support, not a manager or anyone in the store I ordered from. I explained to the lady what happened, she apologized and offered me a credit to my chipotle account. I told her I didn't want a credit, I want the correct food delivered, because I had a bowl of rice and beans…no chicken. The lady told me that I would have to speak with someone at the store to have the order Re-delivered, and she transferred me. A gentleman answered the phone and said his name was Kevin, and he is the manager. I explained to him what happened and he said I needed to call chipotle support because I placed the order via the app and it connects with doordash delivery drivers. I told him that I contacted support and the lady transferred me to him saying the store had to rectify the order and have it delivered to me. I am fed up with this location because this is not the first time I've placed a delivery order and had a problem with my order. Now it is 7:25 and I don't have dinner, but I have paid over $22.00 for an order that is incorrect and I don't have a resolution. I will have to place a 3rd call Chipotle to try to get this resolved. ...