Chipotle Mexican Grill — Restaurant in West Springfield

Date: 2/28/24 Time: 1:20 PM. They were out of the vinaigrette that I ordered with my quesadilla. I understand being out of stock in the product, that is not what was upsetting to me. I grabbed my order, walked out the door, went to my car and started to head back to work, I looked in the bag and saw that one of my three items were missing, the vinaigrette. I turned around and went back to the store, went to the pickup counter and told the man working, my order was missing the vinaigrette. He informed me that they were all out. Why is it that I had to check myself and go back and say something I paid for a product that was not available? they should have offered me a substitution while I was in the store. It’s very frustrating that I have limited time on my lunch break, and now it’s wasted having to go back to the store to get a substitution on an item I paid for. They could’ve just advised me at the counter. When I asked the gentleman making the online orders, why wasn’t a substitution offered? he just said, I don’t know, and turned around and went back to cooking, ignoring me, still did not offer. I stood there for a second, they were not busy, There were not multiple customers in the store or many slips up for orders. I had to ask him to speak to a supervisor. I had to waste my lunch break to get a substitution for the item that I paid for. I don’t plan to order from the location in the future as they have done several times and I’m quite exhausted. It’s a shame as it is conveniently located, but thankfully there are plenty of other restaurants nearby that are not a hassle every time. Please advise your employees, if there is an item out of stock for online ordering, they should let the customer know upon pick up and not just, not put the item they paid for in there. That is stealing from your customers. Charging for an item you...

This Chipotle used to be amazing when it first opened up. Food was fresh, prepared well, and always stocked. Now when I go, staff glare at you, roll their eyes at you as they scoop your food, and give you attitude while you pay. All of their food is over cooked, rice is gloopy, and they never have stock of anything! I went in tonight at 6:30, 3.5 hours before they close, and they had nothing. No veggies, no mild, no medium, barely any guac, no sour cream. At a prime dinner time! Meanwhile (and I know they can't help this, but it is still annoying), as you're trying to pay, all the Doordashers are standing around the register like fiends for their orders, giving you no room to process your order or leave.

It's even worse if you order it to-go. If you aren't watching them make your food, you're lucky to get a whole portion. At $30 for a burrito bowl and quesadilla, I better get a serving that fills me up.

Oh, and it was absolutely filthy. They had 5 people in the back chopping lettuce, but almost every table was covered in...

My first bad experience ever here. Our food was ordered online, and unfortunately we failed to check it during pickup. We got home and some ingredients were missing. We drove back to correct the order, but were met with combative behavior from one of the ladies. She immediately started to tell me what's on the receipt. I refuse to argue over food, so I told her, whomever is wrong I don't care, if I have to pay I don't care, I just want to fix the order. I went down the line and started ordering over and of course what my friend wanted was not available. I continued with the order, I canceled mine as they also didn't have the ingredient I wanted. The food was then put into a bag, then it was slide over to me with a have a good night. No follow up on my order, no ask on return of funds for one order. It seems like even though I skipped blaming anyone to avoid the hostility, the person who completed my order might have been upset. I said nothing and left with...