Chipotle Mexican Grill — Restaurant in Virginia

If I am correct this is my first ever review and really had no interest in making this one but it’s been disappointing to discuss this with Chipotle. It starts as many meals have gone ordering from a restaurant that we frequent much too often. The difference in our most recent experience being the bug we found in the rice. I understand eating bugs is a common practice and don’t fault anyone for the choice but it was not my expectation. Needless to say, dinner stopped at that moment as my family is unreasonably against eating contaminated food but immediately called the store to explain. I chose not to leave a voicemail but instead just sent a message through the app explaining they’d added some “unwanted protein” to their Cilantro Lime Rice.

This is the moment where, gross food turns to gross service. I received a response offering a $30 credit, to an almost $70 meal. As dinner was wasted I felt it reasonable to request a refund, letting them know that the food was available to return if needed, but their $30 limited to 30 day usage was not something that would likely get used but instead requested the refund for the items we “no longer viewed as edible” due to the black bug cooked with the rice. Though I viewed the offer as a “standard” corporate response, I was disappointed that clearly my message was not read.

At this point I’ll just let Chipotle take it away but please note that it’s their official policy that they will only refund the meal where the insect was physically found, but they do not refund based on the loss of appetite nor the fact that contamination is not confined to the serving bowl, when you cook the insect in the rice. Both I considered pretty textbook, expecting a seamless refund with an apology hoping we not share our experience with others but instead got Chipotle Corporate confirmation that, despite their speckled sanitation history, and the photographic and physical evidence at hand, that their policy was to just fix the meal that which had the bug.

I’ve attached photos of the exchange and a picture of that which you’ll see referenced as “a Chipotle bug in a Chipotle container, on a grain of Chipotle Cilantro Lime Rice” where he was cooked by Chipotle cooks.

I’d be cautious eating at any restaurant where news of a bug in their food isn’t considered a large enough offense to merit a...

Service is slow and employees would rather argue than try to help. Approximately half the time we frequent the restaurant, they are either missing cheese, sour cream, or one of the meats. Today, after waiting,in line in-person inside the lobby, I get to the extras and I’m told they are out of sour crème. This is the third time in the last two months. Last time, and this time, I’m at the register about to pay and I’m watching the employees put sour crème on all the to go orders to hand out the drive through. I ask to have sour crème and I’m given all sorts of excuses as to why lobby customers are not entitled to the to go order sour crème being served 6 feet away. When I give push back, the employees and the supervisor on duty could care less about the issue. They make it clear they don’t care if I eat there and when I say someone should talk to someone to fix this problem they say it is a company wide policy and that is just the way it is. They were not willing to pass it up the chain to try to raise the concern. In the three times in the last short while this has happened they have not once made any effort to fix or report the problem and the attitude is that is the way it is and we really don’t care if you like it or not. I don’t like to do neg reviews, but they were so indignant tonight that I...

I decided to try this as a brand new restaurant in this area. I ordered online we got a burrito and a burrito bowl and I ordered a large cheese and chips. All this cost $38.

For almost 9 dollars I got a little bit less than 3/4 of a cup of chips and the cheese sauce was so spicy and it was thick and gloopy full of lumps. And these chips were not enough for two people to share.

I got pork in my burrito bowl. The meat literally just barely filled one fork full. And half of that was a big glob of fat. I don’t know if they thought it was a joke to only put a teaspoon of pork into a bowl.

This is a new restaurant they will never ever get my business. This was disgusting. If the food of been good, although $38 is expensive I would’ve been happy to have eaten good food. They literally shortchanged me on the most expensive item in this bowl. I wish I had taken a picture before I threw it away. This was just disgusting and disgraceful. I highly recommend the do some thing because this is a brand new opened restaurant.

Maybe because I got takeout that they thought that they could give us garbage. I even gave a 15% tip on the online order I would highly recommend...