Chipotle Mexican Grill

Food is good but they was outa all sauces to go with my bowl no vinegarette No Chimichurri Sauce And Everybody Act Like They Didn't Wanna Be There Only Cashier Was Friendly

Atmosphere: 2

Food: 3

Service: 2

They will do just about anything but give a refund. Ordered online and was sent to wrong location took me about 30min to even get a hold of anyone and I was told that I would have to order another thing before they would void and refund my original order. Was already past any locations to do so and most were going to close regardless because it was at night. Worst customer service and will be fighting the charge on my account because service was never rendered and they still refused a refund.

Service: 1

This location has been the worst location I’ve been to. Employees have an attitude and they act like the toppings come from their paychecks, I’m paying full price for a bowl, therefore I should at least get a full portion. Lastly every single table was filthy, so we had to clean it ourselves. The only good thing about this visit was it still tasted good. However, I don’t think we will be returning to this location, as to how it’s been like this the last handful of times we have visited.

Atmosphere: 2

Food: 4

Service: 1

One of the worst chipotle’s in the country. 5 years ago this place ran like a well oiled machine now it runs like a 1997 Honda civic

Atmosphere: 1

Food: 1

Service: 1

Just a mess in there. Food everywhere on the counter’s just sloppy. Chicken in the rice. Tomatoes in the sour cream. Brown rice looked white and stale. Bad energy from the employees. Just stank written all over their face’s. Management needs to be checked. Never seen a chipotle down bad like this location.

Atmosphere: 1

Food: 2

Service: 1

Half full bowl. Literally half bowl. Feels like there is a food shortage in this Chipotle.

Atmosphere: 3

Food: 1

Service: 1

I am writing to formally report ongoing concerns regarding the customer service and management at your South Elgin location. I have been a regular customer for many years, but over my last several visits, the service and attention to customers have declined significantly. Unfortunately, my most recent experience on 12/02/2025 has prompted me to file this complaint, as the issues are no longer isolated incidents.

During multiple visits, I have observed staff members speaking to each other in Spanish while assisting customers, often becoming distracted and not paying attention to orders. This has resulted in frequent mistakes and rushed service. I previously brought these concerns to the attention of the on-site manager, but he dismissed them and showed no interest in addressing the behavior or improving the customer experience.

Today, I visited the location with my daughter, and the experience was unacceptable:
• While placing my order, the employee rushed through my request and failed to add ingredients I asked for. When I asked if she added cheese to my bowl, she gave me an attitude, reopened the bowl, and caused sauce to spill all over the container.
• When I asked for the bowl to be replaced due to the mess, the staff exchanged looks with each other and again responded with poor attitude.
• Although they eventually remade the bowl, the staff then attempted to squeeze all four of our items—including two bags of chips, sour cream, and queso—into a single bag. I had to ask for an additional bag and repackage my food myself.
• Even my 14-year-old daughter commented on how inappropriate the behavior was and expressed disappointment in how customers were being treated.

This level of service is far below Chipotle’s standards, and the dismissive attitude from both staff and management is extremely concerning. It is clear that the issues at this location are systemic and require immediate attention.

I am requesting that this complaint be escalated and that corrective action be taken to ensure customers receive respectful, attentive service. Upper management should be concerned about the brands and specifically this location and investigate further since there is so many bad reviews and complaints.

Atmosphere: 1

Food: 1

Service: 1

No utensils with my online order, not even half of the bowl full, this is a joke

Food: 1

Love their burritos!!

Atmosphere: 5

Food: 5

Service: 5

Eh It used to be better. I only ate here for my kids fundraiser. I can get overcooked steak anywhere.

Place is always nasty with everything from the food to the attitude from the employees
The people working here can’t even roll a burrito if their life depended on it just drive a little and go to the next chipotle near you avoid this place at all costs.

Atmosphere: 1

Food: 1

Service: 1

I submitted a $365 catering order to be picked up at 6:30pm on Halloween for a party that my wife and I were hosting. I received the confirmation email with an order number, receipt, and that my order would be ready for pickup at 6:30pm on Oct 31st.

I then show up at the restaurant at 6:30pm on Oct 31st, as the email promised, and my order wasn't ready! It wasn't even accepted!!! I spoke with the manager, Ramone, and he said that the restaurant wasn't accepting orders after 2pm that day, and that we should have gotten an email that stated that the order was canceled. I checked my email (yes my primary, spam, and junk folders), and I definitely DID NOT receive this email cancelation.

This situation was incredibly frustrating, disappointing, and entirely unacceptable. I was left scrambling to find another solution for feeding my 25 guests, and I had to explain to them how Chipotle had forked us, that another restaurant was able to step in at the last minute, and why the food was delayed.

This is 2025. This process by the restaurant is 10/10 unacceptable for a national brand with national assets. This is a clear failure in system process and customer service. I will never order catering from Chipotle again, because I don't know if my order will be there as promised, and I'll just have to jump through my butt again to feed my guests.

Recommendations for improvement: If the restaurant is not accepting orders after a certain date or time, put a block on accepting the order through the website so payment information is not collected and confirmation emails are not sent out. Then, in the unlikely event that orders are subsequently canceled by the restaurant, actually send out the cancelation! Have multiple redundant forms of communication, especially for something critical like canceling a large catering order for an event. Emails, texts, and automated phone calls need to be sent out! Cancellation notices are extremely important because they change customer expectations and the company needs to do their best to ensure that the cancellation message was received.

To Chipotle: You have to understand that your customers conduct event planning and submit catering orders ahead of their event that often coincide with national holidays. Good product and good service results in repeat business, and catering orders have the ability to influence others who may be considering making future orders. Simply not offering catering on Halloween, and who knows what other days the business chooses, and then not communicating that fact after an order has been submitted, is an extremely poor business decision.

Whenever I get chipotle I always get plain white rice without cilantro. Never had an issue. This location claims they do not serve plain white rice.

Atmosphere: 1

Food: 1

Service: 1

Better off ordering the bowl. While they were wrapping the burrito they lost half the ingredients. Ruined a brand new pair of white chinios just unwrapping the foil!

This Chipotle location has continued down a gradual decline for years. I’ve seen this chipotle have raw and cooked ingredients loose on the prep counter between the grills and customer counter. Protein options having little to no seasoning (this happens often with their steak). Inconsistent portions for years whether too small or “too large” (some employees won’t charge for extra meat). I’ve seen employees give a customer attitude based on the size of their order. All that being said, Chipotle was a go-to for me for years when I wanted to eat out. But this Chipotle continues to disappoint.