Chipotle Mexican Grill

I love Chipotles. It’s one of only a few places my family will eat out at and my kids beg for Chipotle on a regular basis. We always get a bowl with chicken rice and cheese or pork rice and cheese. My husband adds on a few more toppings. The service is always quick even though the line is usually to the door. I’m always amazed at how fast this place takes everyone’s order. The fact that they are GMO free is icing on the cake!

My experience today was my final straw. Below is the email I just sent to the company. Although I love Chipotle I have had it with this location.
I have tried for the passed two years to give this location a shot at redemption, but it continues to get worse. Today, however, was the absolute last straw. Although this Chipotle is literally five minutes from my home, I quit. Today’s experience was terrible right from the get go. My husband and I thought we would try the lunch time food since the dinner has been an epic fail. Well, big mistake. The line was literally out the door, yet the workers were more concerned with online orders getting fulfilled. As I moved at the snails crawl to my turn to order (which was about 15 – 20 minutes) everyone around me was unhappy because we could see our wait time didn’t matter to the employees at all. I don’t even know if there was a manager there because every time we come there are new employees. Anyway, I finally get our food and sit down to eat and the first bite ended it. Our rice was under cooked, my black beans were under cooked, there was very little meat compared to the rest of the ingredients and they put so much sour cream it looked like soup (I ordered a chicken burrito bowl). Instead of holding up the line even more by finally losing our minds on your employees, we left. We literally threw our food in the trash and left which was not only a waste of money, but a complete feeling of disappointment and hate all at the same time. I personally have been a Chipotle customer for over 10 years. My first burrito from Chipotle was had in Denver, CO and it was the best damn burrito I had ever had. I want to be clear that I LOVE YOU… but this location needs an intervention! I have been to quite a few locations throughout Arizona but this one is consistently a problem. You have a high turnover rate for some reason, the food quality has gone down the drain rapidly, the customer service is terrible and I work to hard for my money to waste it on terrible food. To add insult to injury, this is the closest location for most of us located in the west valley. Please do something about this!
Your #1 Fan,
Michelle

Worst chipotle I’ve ever been too, staff is talking in back nobody cares about he customers. Each employee has their own prerogative and that’s not the customer. I’d rather drive to the one at arrowhead if I had time but I work right next to this one. I wouldn’t reccommend this location to anybody GET NEW EMPLOYEES!!!

My husband and I are chipotle addicts. We were visiting family out in surprise and soon learned that going to this location was a terrible mistake. I kid you not, the burrito contained eight chunks of chicken… and that’s being generous. When we said light hot sauce they poured it on and don’t know the meaning of customer service. We will not be coming back to this location ever again.

The first and only time I have ever ate at Chipotles was about seven years ago in Las Vegas. Never understood why people were making a big deal about them then. And after trying the one here in Surprise, I still or will never understand what’s the big deal. I never missed it the last seven years, and will never miss it in the near future.
I did like the ordering on line feature. Because every time I drive by Chipotles, its always crowded. So I ordered the steak, vegi’s, and black bean burrito. Wife had the shredded beef taco. They were large, and a nice about of meat. However, my burrito was cold, it was like it came out of the fridge. It wasn’t like it sat there waiting for me. I called them when I left the house to see if they started on it yet. They said no, but they’ll get started on it right away. So when I arrived, they were just finishing up and bagging it up. The burrito was OK, probably would be better if it was hot? However it wouldn’t have been great.
The pros:
Online ordering, was great to walk right up front passing everyone in the long line to get the food and pay.
Service was good, workers were very nice.
The cons:
Food was cold
Food is pricey
Still not understandings the hype?

ALWAYS OUT OF GUAC, never has your online order ready, always has a huge long line… Worst chipotle in the valley!

Great carnitas just wish they weren’t so stingy. With the high prices you charge you would think you would be more willing to load up the burritos with something other than rice. The thing I hate the most is when they take the extra step to take meat off the burrito and put it back into the pan. I remember once I actually got a good amount of meat, I think it was raining that day. I hold on tight to that memory.

This Chipotle location definitely redeemed themselves since my last visit. I placed a carryout order and went straight to the front of the very long lunch rush line today. Stephanie prepared my order and I was very pleased that it was ready on time. I went home and my family and I were impressed by how well she made the burrito bowls. Usually when I do carryout it’s just slopped together. Great job, Stephanie!

I’ve never understood the popularity of this chain. My GF loves it so she gets it all the time, I think I’ve had it 5 times in my life, and only been inside twice, the last eat in experience was dreadful, the long long line, the tables were ALL dirty, the soda area was closed due to mechanical issues, so the soda orders were filled behind the counter, My GF was kind enough to wait in line while I sat down, after cleaning my own table, I dread to think about the germs at these tables since they are rarely cleaned, yuck. Another observation, everyone in line just stays glued to their precious cell phones, no communication with other customers, no interaction between even other family members, just a bunch of cattle moving along to the trough of average tasting food while attentive to only the dribble of whatever that little device is providing them. Sad day we live in folks.

Nothing has improved at this location.
Marc, you have work to do.
Your employees are rude. Lady in front of me ordered a burrito. As the wrapper was finishing the burrito, she informed another employee how much extra meat juice was in the burrito. There was quite a bit. She even showed the burrito with juice going everywhere to this other employee. The other employee acknowledged it and she proceeded to finish wrapping the burrito even though she knew it wasn’t right.
As she trying to get it in the foil, the patient customer ahead of me asked her if she could do something about all the juice. I kid you not, the employee grabbed a plastic salsa container and was going to position the burrito over it to contain the juice. The customer asked what she was doing. Employee then rudely asked if she wanted it double wrapped and then stared at her like she was stupid.
The customer said she did not want it double wrapped. Employee kept staring. Then asked, well do you want it re done? The customer yes. Instead of just dumping the ingredients in a new tortilla, she asked the customer to confirm all the ingredients so she could start all over.
The lack of customer service at this chipotle is amazing. They’ve had different managers and all new employees but nothing changes.

Why have the app to order, confirm it will b ready in 30 min then start making it when I get here??? And it’s not busy? Offer me a fountain drink to wait? Poor service experience.
I’ll go to another one next time.
Ok so I have to update the worse part. I get home with 3 bowls, and my husbands had a paper towel/​napkin buried down inside! Totally grossed out, he brought it back & all 3 bowls were refunded. I would have expected no less of course. I guess the lesson is
1) don’t use their app (at this Bell Rd. location anyway) thinking you will save time.
2) that way you can go down the line and watch what’s going into your food and won’t have random non food items in your bowl!
Disappointed in this location, but still love Chipotle!

Poor customer service! The place was dirty, there were no utensils, no lemon, no forks! Won’t come back to this location.

Done with this place. Every time I get a chicken bowl I have to get light chicken cause it is always do fatty. They really need to have a avoid fat policy for employees when cutting up their meats. Disgusting. Tired of buying food I can eat. The last meal I got it was one clump of chopped chicken struck together by fat. Uhhgg I am done. If I ever go back it will be only veggies and beans with the guacamole.

The online ordering says you can fax the form, but they never got our large order. We had to call it in. Next time we will definitely use the online order and not fax. I wasn’t in charge at work, otherwise that’s how I would have done it. Anyways I asked for an extra tortilla and I didn’t get it. Another lady didn’t get what she ordered either. Online ordering for large groups is risky. Just go to the restaurant and get it yourself.

Worst service of all Chipotles I’ve ever visited and it’s a consistent thing with them. Not only are they slow but they never give good portions like all others I’ve been to. If you live in surprise there aren’t a lot of food joints to choose from so standing in line for half hour is worth it when having a chipotle craving. I’ve lived here for 4 years and it’s never improved. It’s annoying when the lines not moving and you see everyone standing around talking or not knowing what they’re doing. Cashiers are rude and aren’t personable. Catch up surprise chipotle everyone knows your store is the worst in the valley

The Hispanic gentleman with glasses handling the food was not wearing gloves or any type of hair covering. It seemed really insanitary and out of place especially considering everybody else there was wearing those items.

You can never go wrong with the food at chipotle. However, this location lacks speed! I called chipotle in the morning and asked what time they open. The guy on the phone said they open at 10:45am. I found that strange but I showed up at 10:45 only to find out they don’t open until 11:00. They opened the doors at 11:05 with 15 people standing outside waiting impatiently. Once we got in, we waited 20 minutes until I was able to order! Not sure what they’re doing wrong because other chipotle locations are quick and I never worry about long lines because they’re fast. If you are in a rush don’t come to this location!

I love Chipotle and I’ve been to many many locations throughout the country– this location is the worst. Consistently long waits with the line wrapping through the restaurant. I can’t tell you how many times we’ve driven up only to leave because we see that line. My husband once timed it and it was a 40 minute wait. We’ve even tried to go on off time (1:00 lunch, early dinner) and it’s always like this. There is no sense of urgency here at all and it’s obvious that there is a huge time management issue here (maybe it’s a management issue in general, considering the high turnover in staff). We’ve actually started driving all the way over to the Happy Valley Chipotle (a 20 minute drive) because at least we know we won’t be in line for those 20 minutes. Ridiculous.

I love chipotle. I have gone to many other locations numerous times and have been completely satisfied. This location however was awful. I got a chicken bowl and the portion was ridiculous it was most certainly not $ 9.20 worth. The portions were so small that not only did the lady in front of me comment on it but also the gentleman behind me. Also, I got my bowel to go and I live not even ten minutes from this location by the time I got home my bowl was cold.
I love chipotle but this was the worst experience I’ve had at a location ever. I would recommend going to the next closest one because you are most certainly not going to get your monies worth.

Typical of all Chipotle restaurants.
Parking is adequate, staff are friendly, restaurant surroundings not so clean — tables were dirty and the floor/​rug around the soda machine was soaked without any accompanying sign indicating there was a wet floor (–1).
Bathroom facilities was clean.
Restaurant was a bit on the small side but I’ve noticed that with most of them. Lines were long and to give you perspective of how small the place was, while you stood in line, you can literally be standing over people who’re eating at their tables which was the case when we visited (–1).
Seeing as it’s the only one that I know of in town, I don’t have much of a choice if I’m in the mood for Chipotle.