Chipotle Mexican Grill — Restaurant in Winston-Salem

I’m not one to leave a negative review but I feel multiple bad experiences plus a terrible experience from yesterday at this establishment warrants one. Knowing this place is slow (basing on my last five online orders) I showed up 5 minutes late thinking I’d be able to get my food quickly. Boy, was I wrong. I arrived and cars are 10 deep in the drive. I go in and the line for the in-store orders is to the door. The line for pickup inside is at this point already 6 or 7 deep. As I’m standing there waiting there’s employees on the line watching videos/music on their phone, but otherwise, they’re busy. There’s a gentleman at the register moving back and forth between the register (as he waits for complete orders) and talking to his friends working on the drive thru line. Two mangers are in the kitchen cooking (as it appears proteins are not ready, so they’re trying to keep the ball rolling). The reality of all this is either mismanagement or misallocations of resources. I counted over 45 folks (I lost count/started not to care) who received their in store order before I received my PREPAID, overdue order. Essentially those in store were being served far faster. I could’ve ordered in store probably 6 or 7 times over yesterday instead of waiting for the online order. I finally received my order 44 minutes after my pickup time. I watched 2-3 leave who had already paid and couldn’t afford to wait any longer. One lady brought in her other food and ate while waiting to pickup. When one lady confronted the management (in a fairly calm manner). One of the managers stormed off after saying “don’t get loud with me” and “do you want to work here”… the other manager handled the situation better, but didn’t really acknowledge at this point, the 15 overdue patrons issues. He essentially said he needed to keep cooking to catch them up… I’m sorry sir, but cooking the protein clearly isn’t the only problem here. Something has to change. I’m a loyal Chipotle customer but my orders are going to Hanes Mall moving forward. I hope this location can get its act together as it’s convenient location wise, but lacks in every...

This is absolutely my final visit to this location. I have ordered from here 4 times and every time, the food is like slopped together. I have ordered the bowls and tacos, picked up at the drive thru. Each time the food is just one big mess, especially the tacos. I had to separate each one and reconstruct each one just to be able to eat them. The bowl was also just one big mess. Today I thought I would go inside and order and hoped that in person order to go would be better. Wrong!. I got the chicken bowl. Several of the containers were almost empty so you just got what scraps were left. The fajita vegetables were just green peppers, no onions. The sour cream seemed to be watered down. When they add something to your bowl, they just sling in in there and it's just one big mess. They tilted the bowl when they put it in the bag and when I got home it had leaked all in the bottom of the bag and dripped across my floor. I wondered why my dog was licking the floor. Once I opened it, the food had turned to a liquid mess, I guess from the watery sour cream. It was very unpleasant to eat as it was so soupy. I did not get extra sour cream to note, so it was just awful. I have tried 4 times to get a decent serving here, but no more. The staff don't care and sometimes have been rude. They rush in putting it together and just sling in the ingredients. I like Chipotle but not here. This is close to home but I will drive to one that is a little farther away and hope they do better there. There are so many negative reviews about this location but doesn't seem like they are going to do anything about it. One time my husband picked up my food and asked for the tacos to be wrapped separately so they wouldn't be a mess and they said NO, AND YOU DIDN'T PAY FOR IT ANYWAY! I had ordered it just as he arrived in the restaurant so he could get them wrapped separately. Anyway,...

I recently visited Chipotle with high hopes for a pleasant dining experience, particularly because I've heard great things about their food. Unfortunately, my experience was overshadowed by significant service issues.

Upon arrival, it became clear that there was a notable lack of organization and leadership. The manager on duty seemed overwhelmed and was not engaging effectively with either the customers or the staff. This contributed to a palpable sense of confusion among the team members, who appeared to be unsure of their tasks, resulting in long waiting times for orders to be taken and for food to be prepared.

I waited for an hour for my meal, observing that the kitchen and service staff were not coordinated, which seemed to stem from the management's inability to effectively oversee and direct the restaurant operations. Despite my anticipation for the meal based on the restaurant's culinary reputation, I ultimately decided to leave due to the excessive wait time.

While I understand that every restaurant can have an off day and managing a busy establishment is challenging, it was disheartening to see the potential for an excellent dining experience go unrealized due to managerial issues. I believe that with better management and staff organization, Chipotle could truly live up to its promise, given the high praise I've heard about its food offerings.

I hope this feedback is taken as constructive criticism, as I believe there's a lot of potentials for Chipotle to provide not only great food but also an enjoyable dining experience for all...