Chipotle Mexican Grill — Restaurant in Westwood

Only gave this location a 1 star rating because 0 star ratings do not exist on google. I have been consistently going to this Chipotle for over a year, and the taste/flavor of the food here varies dramatically with each visit (in the worst possible way). Sometimes the food is good, other times it is overly salty, and on some occasions it is practically devoid of flavor.

The portion sizing for what is considered “single”, “double, or “extra” with regard to food also varies dramatically. I have received meals on numerous occasions with a quantity of food that is visibly one portion (or on rarer occasions less) when I specifically requested a double order and was charged for a double. I often won’t call to get this fixed due to another prevalent issue at this restaurant: delays. I have, on several occasions throughout the year I have been purchasing food at this Chipotle, received my order 30+ minutes after the time that was promised. I understand that occasional delays may happen, but when you receive food late with portion sizes that are not consistent with what you ordered and which do not match the standard flavor profile of food at Chipotle (too salty or bland), it makes you question why you ordered food from there to begin with.

My final issue with this establishment is that I have frequently encountered slow, lethargic, distracted staff at this restaurant. This has ranged from people taking excessive amounts of time to complete the order even when they are 15 minutes (or longer) behind and have a line of people waiting for food, to people talking to others on the phone (generally with headphones) in public view of the other people at the restaurant while they’ve been waiting for their order for 20+ minutes beyond the approved pickup time.

I do not wish for anyone to be fired from this restaurant, but I will say this: the current nature of the management of the Chipotle at 217 University Ave, Westwood, MA is poor at best, and serious process flow/quality control improvements are absolutely necessary to bring the service back up to an acceptable standard. Recommendation: avoid this location if possible unless you don’t particularly care what you’re eating , have at least 20 minutes to spare waiting for your order, or have no alternative...

It's a 1-star location that deserves 3. Why ? Because it's one of these places that offer you a rare chance to learn a good lesson about trusting your instincts. "It's Chipotle !" they said. "It's gotta be good" they said. I say nay nay.

Stage 1: Look the inmates behind the counter in the eye as you approach the tortilla heater. If none are smiling, stop right there. Walk out. If you don't, take a good breath & abide by the next stage.

Stage 2: If you're a double-meat person, prepare to switch to brash mode. Because the Gordon Ramsay handling your order IS the chipotle in disguise- the hand they use with the serving spoon is a jewelery scale that won't hesitate to return "excess" meat back to the bin. And that'll be your window to object. No brash, no stash.

Stage 3: Do not engage the cleaning person on your way to the soda machine ! They seem obsessed about a 2x2ft spot they keep scrubbing- makes you think Martian vomit landed there during pre-construction phase, and the wiping task was a binding condition thrown into the last article of the franchise agreement the day before the grand opening.

On a serious note,...

I wanted to order pickup through the chipotle app and my boyfriend was going to pick it up on his way home. Ordering online was fine it was easy enough. My boyfriend has quite a drive so I set the pickup for 5:20pm which gave the staff at least 30 mins to prepare. When he got there, the staff was talking amongst themselves completely ignoring him. Once he finally got our order he came home to find that his burrito bowl was incomplete. He ordered steak, brown rice, pico, corn salsa and cheese. He opened his bowl to find only STEAK and brown RICE. Steak and rice were both so cold seemed like it’s been sitting there. No other toppings at all. My burrito bowl came out okay but I did not ask for black beans and received the beans on my bowl. The staff had extra time with this order and still it is incomplete. Corporate NEEDS to pay attention to this location. The poor high school students working seem like they get no support from management. This is not my first issue with this location, but will be my last time ordering from university ave. The customer service robot, Pepper on the chipotle app is the most unhelpful...