Chipotle Mexican Grill — Restaurant in Virginia

First trip, it was good. Second trip, there 10 people behind the counter wandering aimlessly doing nothing. Guy came in with an order and it took 3 or 4 employees to see what they had screwed up. Meanwhile I have been standing there for 5 minutes to get waited on with absolutely no other customers there. Half of the food bins were empty, the lettuce was brown, no ice in the ice machine. Took 10 minutes for any one to get the ice. Every table was filthy and there was no trash can outside. The patio door was locked and would have had to go around to the front door to throw trash away or get a drink refill! I left the trash on the table. Decided to try again today… the staff were rude and were not paying attention. When asked for my order I stated, “ Chicken Bowl”. When we got to the protein was asked what meat I wanted, I was a little taken aback as I ordered the CHICKEN bowl. My wife got the veggie bowl and asked for extra veggie mix. She got one puny lump so I asked for more for her, then had to ask for more again. My wife was ahead of me and reached the cash register before my order was completed. One employee was standing there between the production line and the cash register sliding the food to the register employee and asked my wife if she wanted to leave a tip. WTH? My wife asked if the iced tea was sweetened and the employee said yes, it wasn’t. She went for sugar and there was only a single packet. I walked to the cashier and asked for sugar after about a 10 minute wait another employee came out with a bucket of Sweet and Low. I asked again for sugar. Finally got some. No hot sauce by the soda machine, took a couple of minutes to get Tabasco. Asked if they had Chulula or Chipotle Tabasco. Only plain Tabasco. Ate outside and went to throw away trash, only one trash can in the entire building and it was inside by the front door. This is by far the dirtiest, most unfriendly Chipotle I have ever been to. Will...

Both times I visited this location I had a bad experience with their customer service. Some days they only accept orders placed online, but don't bother reading in detail what you actually order. The first time I arrived 5 min after the order time, after the order had been marked completed, and there was no trace of my order. The clerk just said..."Oh, we must not have seen your order in the computer" . After waiting for them to fix it, I realized at home that they completely skipped the meat. I wanted to give them the benefit of the doubt, and ordered again a few weeks later. This time it was ready as promised. However, i had ordered light on the rice, and my bowl was mostly filled with rice. I also paid for guac, but when I arrived they told me they didn't have any, but would not refund the difference. At the very least they could have offered something, a drink or chips to make up for the extra money I paid. But no apology or attempt to make it right. Our family loves Chipotle in general, but their staff needs better training in...

I have gone to this location 3 times in the past 2 months because it’s close to my house. The first time I asked for a little bit of hot, I got like a drop of hot. The second time I asked for regular amount of hot since they barely put any in there the last time, but my mouth was on fire, it was like I got extra hot. Today, I ordered the hot on the side because who knows how much they will put on there. I asked for extra rice, I got less than the normal amount of rice and they also really skimped on the meat. The only thing that wasn’t skimped was the vegetable toppings. Food was also super cold. I was trying to give this location multiple chances, maybe it was a bad day/time, but this location is probably the worst in Richmond. No consistency and customer service is non-existent. I’m just relieved that I didn’t make the same mistake that other people did of ordering the guacamo— sorry, chopped-up-avocado. If you want to go to a good chipotle, keep driving past this one and go to the one by Cox road, you will be happy...