Chipotle Mexican Grill — Restaurant in Willowick

What happened the night of 8/22/2023 is entirely unacceptable. From waiting in line for what seemed an eternity (stopped timing after 57 minutes) to the non-chalant attitude of the woman with the hazel contacts in her eyes. Made an order online and then a 15 minute wait turned into almost an hour. I saw people who pulled up AFTER I got there and getting their food and leaving. The lady handing out orders was saying that they're understaffed. I'm not sure I entirely believe that. One, they use that excuse a lot. People are really out here looking for work, and I'm sure tons of folks have applied at this restaurant. Two, I counted at least five different people working there this night. The inside was closed and they were only accepting online and app orders. As I was waiting for the app to tell me when the food was ready (it never did. I had to go through the drive-thru to get my food, almost 45 minutes after I ordered it), I counted five different people working the good station. This location was my go to, but if this is the game they're playing, of they're gonna stoop to the level of those travesties in the steelyard and on 222nd and Lakeshore, I'll drive out to Mentor for better service. All the good service is way out in the suburbs. Cleveland area fast food is some of the worst in the business. Lastly, they forgot a fork and napkins that I requested. Minor inconvenience, as I had to go to a McDonald's to get that, late at night, but an inconvenience nonetheless.

This place needs to do better. I don't know what happened tonight but somethings gotta change. It shouldn't take an hour to get a burrito bowl or some tacos.

Update (Sep 8, 2023. 1830)

Three people standing in line and suddenly the man behind the counter receives orders from the manager that they are no longer accepting walk in orders. At that moment, it has become online orders only. This is officially the worst Chipotle in the area, taking the spot of the one on the corner of 222nd and Lakeshore, which I am now forced to go to unless I drove to Mentor or further out. The Willowick store needs to be shut down. That is trifling on so many levels how that did (and do)...

I was very disappointed in this place. I have been there multiple times especially when they first opened up. Which was only a few years ago. The place back then was spotless, even the glass doors were cleaned and sparkling. My friend and I went there for dinner about 4:30-5pm. Can you order the food and the first person who was taking our order had no personality whatsoever; in fact, not even a smile on his face. He had a look on his face like he didn't want to even be there. The counter that the food was being prepared on was filthy looking, all types of food was every where. Even the counter where you're paying for your food head lettuce pieces all over the counter. We sat down after we had the guy come and wipe the tables because there wasn't one table that was cleaned. We stood there for about 5 minutes waiting for the table and seats to dry up and because it was so wet I then had to ask for some paper towels to dry off the table and seats. Instead of the young man wiping the stuff off he handed me the paper towels to wipe it off myself. The pop area was filthy with stuff spilled all over it there were no napkins in the napkin holders instead there was a package of them opened up and thrown on top of the holders. No straws you had to go up and ask somebody to get you some straws. My friend and I were there for about an hour eating our food and in that time there were three or four of them that were doing nothing but did you see anybody clean up that counter or go fill the napkins and straws up. NO!!!!! Also the floors were filthy they looked like they hadn't been swept or washed in a few days. The doors were also filthy with dirty hand prints all over them. Didn't look like they had been cleaned in a day or so either. They were all young people that were there working. I didn't even see one adult working there. If they had an adult there supervising then just maybe the place may have been a little more clean. I won't go back to that one ever again. It looks as bad as the one in Euclid...

I want to like this Chipotle so much. It's so close to home and I like chipotle's products in general but this location has let me down too many times. Last night we ordered a late dinner, I made sure we weren't ordering too close to close. We googled, they said they closed at 11 so I didn't feel badly about ordering at 9 for a 9:30 order. We arrived, picked up through the drive thru, as we were pulling away we realized there was no dressing for the salad (the whole reason anyone orders a salad at Chipotle) so we asked for one. I realize these are all teenagers who don't care, so we always pre-tip $5 to encourage them to care... but this girl was so rude. She tells us they have been out of dressing for 2 hours (its still an hour before close..so 3 hours before close, they can't make more or get more??) and I said pretty nicely "What a bummer, I wish the app could let us know when they are out of something because we wouldn't have ordered" and she replied "Just get a refund on the app" and shut the window. It was incredibly rude. Anyways, I'm also wondering why when she handed us the bag of food she didn't inform us they were out... I know the answer is because she's a non-confrontational teenager who just doesn't care, but it's frustrating. We can't even pay employees to care. It's incredibly disappointing. I ended up not eating the salad because what's the point without dressing, my husband sadly didn't eat this either because when were upset we stupidly looked at the other google reviews and others posted pictures of bugs in their food as recent as August 2023 so he couldn't stomach his....