Chipotle Mexican Grill — Restaurant in Winchester

I have never written a negative review to anything. Tonight I am compelled after 36 years to say what happen at this restaurant is absurd. I brought my mother to her favorite restaurant because she is in town and they don't have them near her locally. Imagine our surprise when we were told upon ordering that they were out of beef and pinto beans at 6 pm on a Thursday. Honestly, not a big deal. Next came the smallest portion of rice and beans I have ever seen. Half scoops on a tilted spoon. It looked like a burrito shell that someone dropped half the contents of a taco bell taco on. Next came the carnitas, and if it was more than a quarter pinch of meat I'd owe you a dollar. So I asked if this was the normal portion, and I got a sad look. They finally agreed that a little more rice wouldn't bankrupt them. It goes way down hill from her kids, strap in.

The salsa bar was missing the verde salsa, no big deal. Then they were missing lettuce. Bigger deal. Then they were actively ration cheese by pinching cheese between two fingers and sprinkling it on. From left to right they were missing 6 ingredients. They SAID they were OUT. BUT GUESS WHAT!!!! They had literally all the ingredients on the take out bar. They claimed it is against their rules to share between the units. SO A BIG F YOU if you come in, but by all means order via the internet and have access to the whole menu. The problem is this, the online order people were getting extra when they picked up.

I used to eat here weekly at minimum. Since covid, the portions have come way down and these issues have gone up. I'd forgive them if we were in a food shortage, but they share a parking lot with the biggest grocery store in town and I personally build a two acre lettuce farm the sells to whole food 25 miles away growing 100,000 heads a month. At 17 I managed a subway. You know what I did when we ran out of something. I walked my 17 year old self down the block to the grocery store and I bought a case of it. To tell people who are paying for a meal they don't get it all because you made the effort to stand in line is terrible. I was literally told that's for online orders, no dine in. I decided to take some pictures, and lets say I got some great ones of cross contamination on the take out bar which will show you all the food they have in excess, along with the list they only put up after 6 of us in a row asked them too because we felt we were conned. We ate outside, and I can tell you right now that a large proportion of Winchester is catching on, because multiple people brought up the management and this isn't that rare anymore. We all decided to try MOES next time. And Chipotle, you sent us there.

PS I know it's not you the employees, I haven't seen your group that sad ever. Smiles have been replaced with frown and grimaces....

I generally don't give such bad reviews. I usually find something good to say about everything... This time I just can't.

Ordered our food online and sister in law went to pick up. She gets back with our food bagged...in a double bag. I take it from her car to where we were going to eat; so far so good. When i try to pull out the first item, it is in the bag sideways. You know how Chipotle packages there togo bowls, right? So if it's sideways all the juices are gonna run out. I try to straighten it out in the inner bag only for both bags to break open from the soaking juices in the bottom and drop all our food out onto the floor!!

Of the 3 items we had ordered, mine was the sideways one and it splashed on the ground with very little that i could salvage. So much for my dinner. I had also ordered chips and guac. I wish i had taken a picture of the chips because they were crumbs and disgustingly hard and oily. Then there was the guac to deal with... You know how they serve them in those little plastic cups? Yeah well the person who packed that cup shoved in a hard and inedible piece of avocado in there and smeared guac on top to hide it. So here I am after an exhausting day looking forward to eating a dinner of my favorite things, only to be faced with a poorly packed bag which lost most of my dinner and chips and guac which were just garbage.

I took the chips and guac back to the store to try to make this a teaching moment, calmly and with patience. I asked to see the manager. The young woman who finally came over to me, looking already beat and beleaguered, didn't seem to really care. I told her that I didn't want a refund or anything, only to give her feedback. I told her the whole story and showed her the chips and guac, and that it shouldn't be acceptable to her that her team send food of such terrible quality out of her kitchen. That even though they probably didn't really see this, they were responsible for someone's dinner, who after a long day just wanted to eat something delicious. I didn't expect much, but maybe an apology or some level of empathy. Unfortunately, she just stared at me impassively and like she just couldn't care... and I left.

If it was just the poorly packed bag breaking maybe i could have dealt with it, but then add to it garbage chips and guac, well this level of disappointment is just too much for me.

This particular restaurant has gone down hill over the past 2 years. It's always dirty, the staff careless and the food quality plummeting. Not sure I'll ever go back, which really sucks since it's the only Chipotle...

I recently placed a delivery order for my family of four from the Chipotle located in Winchester. The confirmation email was correct, complete with the items each of us placed in the order. However, the actual delivery was incorrect; the receipt on the bag, though it listed my first name and last initial correctly, was otherwise incorrect with the actual food order printed (and delivered) itself, and significantly less food than paid for.

There was no way to contact the store via phone (according to the recording on the number publicly listed, this is because they're too busy paying attention within the restaurant). The main corporate number listed for Chipotle just flat-out doesn't work, so I was left with the online chat to communicate the issue.

After talking to a rep, I sent pictures requested that showed evidence of the issue at hand. The rep contacted the store and then informed me that they would not accept this fault or correct the issue, and actually expected us to bring in the incorrect order to be checked themselves. (Nevermind that I paid an outrageous cost for service and delivery fees, plus a tip to the driver, for a reason that evening.)

So - after already being out of the planned dinner, the time already invested in communicating my issue appropriately, and money they refused to refund - they wanted me to also use more of my time and now fuel/money to show them that they made a mistake I wasn't even that upset about to begin with. I would've been happy with a replacement order or refund, and I would've walked away quietly without another thought of any of it. This, however, is absolutely disappointing and not how honest, once-repeat costumers should be treated.

*EDIT TO ADD: The comment requesting that I visit the Contact Us page on the site does not provide resolution; this is the method that already lacked success the day of this...