Chipotle Mexican Grill — Restaurant in Virginia

Manager profiting by not including food and barely a serving size meal purchased on TOGO orders. Ordered from this location 2 times in one week both orders were wrong delivered via the app. The manager of the location makes the to go orders. The Items for an extra charge are never included with the order.... drinks, chips, queso cheese never included. The meals extra meat or gauc never added. The meals barely cover the bottom of the bowl. Im still charged for the extra's never included. When I order in person with a worker my order is correct. After the second time in a week not receiving my full order and meal made incorrectly. I returned with my order and receipt. I requested to speak with a manager. I saw the employee tell the manager currently mixing a bowl of food. She proceeds to keep preparing the food. Then walks over having a conversation with another employee for several minutes. She walks to the counter stands around inspecting food. I finally ask are you the manager. She had no intention of addressing me until I spoke to her. I explain my order is missing extras and my order is incorrect. I open my container and present my receipt. She then spends 10 minutes telling me what's printed on my receipt (MISSING) is not what I ordered. My meal is correct. As if Im a child and states she made the order herself. Here is the problem the manager is AWARE the order is incorrect. She is not including the extras on purpose. She is giving scraps of food to present as an order. My meal was over $50 including the extras. The manager is putting on an act with confusion about the order with a receipt to deceive customers. I don't know if she gets a bonus for disrespecting and stealing money for items never delivered. Do not spend money at this Chipotle location. The manager is unprofessional, unethical and conducting theft from customers. If you do check your receipt thoroughly if its a large order with extras. This is where she's making money on...

I had to remove my 5 star review and replace it with this one... This Chipotle was previously my favorite location, and a really nice place. The last year or so with the pandemic has seen them struggling. However, with some restrictions lifted, we decided to try it and see if it as as good as it previously was. It was not. There were maybe 2 customers besides us ordering. One person was operating the food stations while one worked the cash register and three others stood nearby talking and watching, The pinto beans left in the prep area were few and old/dried hard. My wife asked if they had fresher ones available, and the nearly empty container was swapped with one from the rear preparation station. The area around the food prep stations were littered with castoff/leftovers, and there was an abundance of food remains scattered on the floor behind the bar. The staff were less-than-friendly and at one point we heard one of the workers shout at a customer about a question they asked. The cashier seemed distracted or maybe new, and was slow. I understand restaurants get busy. However, there was hardly any customers there but us. They could have lightened their load by other employees pitching in - keeping things clean, if nothing else. The food was not bad, although they seemed to run out of sour cream on my order and I got only half the normal amount. The real problem here seemed to be the cleanliness/condition of the restaurant and the apathy of the staff. I said before this was my favorite Chipotle in the area, and Chipotle was one of my favorites places, pre-COVID. However, this quasi-post-COVID experience has severely impacted my previously-high opinion...

My first experience at Chilpolte was a couple of weeks ago. I walked in and a young lady was absolutely incredibly RUDE and began to yell at me across the restaurant! She told me that they were only doing online orders and if I wanted food I had to order that way! First off; I like one on one ordering the first time I eat at a restaurant. I like to see how fresh the ingredients are and how my order is (whether it's correct or not) before I take it home! I still walked up to see the "fixings bar" and it looked atrocious! All the ingredients were slung all over the "fixings bar"! I work in a restaurant and I'm a cook! I understand when you get a rush of people at the same time, it's hard to keep it tidy but my goodness; that bar looked like a Tornado went through it! There's no reason it should have looked like that when they were ONLY taking online orders! The young lady seemed extremely peeved that I continued to walk up to the counter to check the "fixings bar" out after she had yelled at me! I will NEVER go back to Chilpolte again! Which is really sad because I had (right at or over) a hundred dollar order! I went to a REAL American/Mexican restaurant and I told them what happened during my first and last visit at Chilpolte and they gave me 20% off my order there! They didn't have to do that but I guess they felt bad that I was mistreated at Chilpolte. There couldn't have been a manager or co manager there because (in my opinion) they would allow the restaurant look the way it did that day nor would they think it was okay to yell at a customer! I would have given this a zero star if I could have but had to give at least one to leave a survey! I will go to QDoba's...