Chipotle Mexican Grill

For the last year this location was great, but all of sudden the last two months have taken a dive - chicken is dry, rice is stuck hard / clumping, and they often forget parts of the order.

Not sure what happened, hope they figure it out soon ... or I will be gone from this place ... I eat there a few times per month

I rarely write reviews but I was so shocked by my experience tonight that I had to. If I could give zero stars I would. My recent visit was a nightmare of appalling service, unsanitary conditions, and blatant disrespect from the management.

Upon arriving promptly for my pickup order, I found myself waiting for about 10-15 minutes while walk-in customers effortlessly received their meals. The discrepancy in service between walk-ins and online orders was baffling and raised the question: why bother ordering ahead if the service isn't expedited? When I finally approached the register to inquire about my order, the staff member seemed indifferent, disappearing to the back only to return with my bag as if it had been forgotten. To compound matters, our order was missing the chips we had paid for, setting a disconcerting tone from the outset.

The store's lack of cleanliness only exacerbated the situation. Tables and counters were smeared with food remnants, and even the presence of toilet paper strewn about the halls added to the overall sense of neglect.

Upon unpacking our burrito bowls at home, the extent of the incompetence became painfully clear. Grease and food residue coated the containers, indicating a shocking lack of hygiene in food preparation. Both orders were woefully incorrect and bowls were maybe half-full - zero meat in the chicken pastor and steak bowl I ordered, absent guacamole, the wrong beans and a scarcity of other essential ingredients. My mother's bowl suffered the same fate, devoid of meat and overloaded with sour cream she never even asked for. I have had countless burrito bowls at a variety of different chipotle stores and sure, orders aren't always 100% accurate, but never have I ever felt this grossed out and I'd rather not to eat a bowl of cold lettuce and sour cream.

Efforts to address these issues were met with further disappointment. Attempts to contact the store for a refund were met with silence. After trying to call 3-4 times, we ended up needing to physically go back to the store in order to inquire for our refund. Upon returning to the store in person, we were met with a dismissive manager who not only demonstrated a shocking lack of knowledge about the company's own refund procedures, he outright refused to provide his name, proceeding to turn his back and shut the door behind him. We saw people we knew in line, told them about what just happened, and that's when the manager came back out, told us we needed to leave and called US disrespectful which was nothing short of disgraceful for anyone working in customer service...

From the negligent staff to the deplorable cleanliness standards and the disrespectful behavior of the management, it is abundantly clear that this branch has utterly failed in providing even the most basic standards of service and should be shut down.

Who checks reviews for Chipotle? I never did but will start now. Tonight's level of poor management, cold and missing ingredient bowls, along with a filthy ambience sent me to filing a complaint with corporate. Hopefully corporate sees the overwhelming amount of complaints for this location and steps up with some much needed help and training of their staff.

Service is not good. Doesn't matter if it's busy, you can still give good service. Waited 30 minutes for a pick up order as 20 customers went through line and got their food right away. What's the point of ordering pickup and prepaying if I have to wait in restaurant longer than normal in house customers. Ridiculous. Bring this up to employee and only get a measly sorry. They need to fix this problem fast. It's fast food. I coulda went to Hacienda and sat and got my food faster and better. Remind me to go to Taco Bell next time. This bowl cold meat is cold. I would like a refund for my meal.

Left one star because otherwise I wouldn't be able to leave a review. This place Is gross. People here don't give an actual shit about customer service. I'm not sure if everyone is high there and I have literally no damn clue who is in charge and we will literally never go back there. I wouldn't be surprised if the workers rubbed their balls on the food for shits and giggles. I'm appalled by this establishment and surprised they are still open. This is our 6th time trying it out again in hopes that something ANYTHING improved but sadly still up and running with the same bunch of high bozos. No one there gives a crap and it really sucks as we LOVED chipotle. Hoping for another one to open up closer to Lake Zurich. What a damn shame

I've read some rather bad reviews of this location on here, but I disagree with their assessment. My husband and I went there yesterday for lunch before going to a movie across the street. The staff was friendly, the food was good, and the restaurant was clean. No complaints from us. Plus, 2 officers from the local police department were there getting their lunch. One thing I have learned over the years--if cops eat there, it must be good.

Tonight was the breaking point for us. After half a dozen bad experiences ranging from orders taking 15 minutes longer than promised time (could have gone through the line three times in the time it takes to receive preorder) to missing/incorrect items... we are ready to call it quits. The food is usually excellent, but the service is horrendous. There are half a dozen teenage boys working here that couldn't care less about the customers. Today's final straw went like this...

1. Arrive to pickup order
2. 5 minutes of standing there before the young man asks for my name. He disappears into the back never to be seen again.
3. 10 minutes later another kid asks my name. Goes into the back.
4. 5 minutes later he comes back out. "What was the name?" I am asked for the third time. This time he comes back with food immediately like it had been sitting there the whole time.
5. I check the order and realize we are missing two bags of chips.
6. "Excuse me, we are missing the chips."
"We don't have any chips"
"You don't have any chips?"
Boy shakes head
"We'll I paid for chips"
"Talk to the manager"
"Where's the manager?"
Boy shrugs indifferently
"That's a great attitude bud. Have a nice night"
I leave the restaurant
7. I drive home and we eat our cold food, swear off chipotle moving forward and write this review.

Quality control is needed on the food here.

I continue to try this location hoping it will get better as it's closest to my house and it never does.

Drive further to a different location. This one never changes.

Terrible.

Food is good but delivery isn't up to par. Received wrong order and found it impossible to get a credit

I never a problem but today was ridiculous! I wanted chicken al pastor, they said wait 15 mins. I said it's fine. Then I come back and ask about chicken Al pastor, and they try to scrap whatever is left and give me what's there. Like seriously?!? You make wait, just to not make it, and tell me we are out and not making more. Why tell me to wait 15 mins?!?

If I could, I would give the a 0 stars. Never going to this chipotle!!