Chipotle Mexican Grill — Restaurant in Virginia

As I walked up to the outdoor entrance to the grill, there was alot of small trash in front of it. The Cafe tables were dirty, not wiped off. If Chipotle were my place I'd have my staff clean up the approach to it right away. Next we walked in and the floor was dirty and the tables were not clean. This says alot about a restaurant that isn't clean to the guests eyes. The staff should be made to clean periodicly throughout the day. I walked up and was going to ask if someone could clean off the tables so we'd have a clean place to eat and I was ignored. We got in line waiting. When it was our turn all of the meats looked dried up. My husband asked what a meat was and the server just said it was just a different kind of meat and either she didn't know what it was (sad) OR she didn't want to say. That's not helpful. As I built my chipotle bowl we came to the add-ins and It was low on guacamole. What was left had discolored to dark green and was very unappetising. I asked for fresh guac and the male server got a bowl from the back counter and a I asked for the 'fresh guac' he dumped it in the bowl of the old darkened guac and started to mix it in. I remember the Ad on TV saying everything is hand made and cooked fresh every day. Welp, I told him forget it! That dish was not the same without the guacamole. I was angry. I didn't get a drink, side or anything else. I wasn't going to waste my money!!! I make fresh guacamole at home. I'm well aware that flavor and taste are very compromised after it oxidizes! I will NOT BE GOING BACK E-V-E-R!!!! THIS LOCATION needs some serious reformation. As we left, there was an employee on her personal phone texting or calling someone. If she had time for that she should instead be helping to clean the place up!!! One star is way more than these clowns deserve. We left my husband never ordered and I went to the food court to eat my less than satisfactory Chipotle bowl...

Ordered online (on my laptop at home) from the Jefferson Ave. location last night. It was supposed to be picked up at 6:50pm and I arrived at 6:58 because they’re usually a little behind, and there were no bags on the “Mobile Pick Up” shelf. At no time during this encounter was any online/mobile order placed on the shelf—they were all kept on a side counter behind the shelf where guests couldn’t access—and there was one bag already back there when I came in. When the cashier asked my name, I gave her my full first and last as I had entered it online. I didn’t know what information would appear on their order tickets, nor did she tell me that the only info on their tickets is the phone number and individual names added to the meals, which I had listed as Alli and Holly (which doesn’t make sense since this is optional info and I placed the order under my full name). So she says she doesn’t have an order with my name and asks me to check for an email receipt, which I also never received. I had a charge on my account though so I knew it went through. By the time a manager came to assist, it was 7:35, and every single to-go order was placed on the side counter behind the Mobile Pick Up shelf and not actually on the shelf, defeating the ENTIRE purpose of the shelf! After I wrote my name down for him I mentioned that I could provide the phone number if that would help and there were meals names Alli and Holly, which was when a different girl who just happened to be at the back counter said, “this bag says Alli and Holly.” It was the same bag that had been there when I first walked in!!! And that is why y’all need to actually USE THE MOBILE PICK UP SHELF!! Because that entire situation would have been avoided if I had been able to just see our info on the bag and take it. Our food was cold, the chips were cold, and the guacamole was too chunky, like halves of avocado that weren’t mashed. On a...

On 3/23/25 I ordered a pick up order. I picked up my order and went home. Once I got home which was 5 miles away. my order was completely wrong It had guacamole all in my orders and I am allergic to avocados. each order had the correct order stickers on each bowl but were completely wrong. Once I got to the store I was expressing my frustrations & the manager Larry Brown rudely cut me off & rudely told me to get in line for them to remake my order. Once I got to the register I told him my entire order should be refunded due to me having to come all the way back to the store for an issue that was completely their fault. He said because they remade my order that he would not be able to issue a refund. I told him I wanted to file a complaint & he told me there would be a number he would be able to give me to file a complaint. I told him that he could give me the number. the manager Larry Brown then proceeded to ask me if i would like my order that they just remade me OR the number to file a complaint and that I was not able to get my order AND the number to file a complaint. I told them to keep that food & give me the number to file a complaint. So I left the store with NO FOOD, NO REFUND, but left with a number to call to complain. The manager Larry Brown was not only rude and but not accommodating & he did not apologize ONCE. He showed no remorse for the fact that they had placed guacamole all on my order after letting him know I was allergic. His customer service is TERRIBLE and should not be in management. I will not be returning here. I was a long time customer but not any more I will be taking my...