Chipotle Mexican Grill

I’m done giving this Chipotle a chance. Last night I placed an order in the app to be ready for 8:10pm. I arrived at the restaurant, saw that the app said it was ready, and went inside. My order wasn’t there so I waited as more takeout customers came in. The place was packed, but it always is, and it was absolutely filthy (it always is too). I waited about 10 minutes before giving my name and the person making orders said it was being made. Overall, I spent about 40 minutes waiting as I watched the line inside get served and other takeout orders get their orders as well. Then a verbal argument broke out with a customer and I thought the police were going to be called…finally when the employee asked my name, he offered me a bag with a name not even close to mine, and then handed me my bag off some shelf. It was cold. So I waited 40 minutes for cold food. This is not the first time I’ve waited forever for my order and I’ve even had my food taken before. Also it’s crazy how messy it always is in there. Trashes overflowing, tables not bussed, out of utensils, trash littered around the drink area…last night was my last straw there. This Chipotle is constantly understaffed and overwhelmed. They need someone to come in and figure out how to manage it more efficiently because this is crazy. I’ll happily drive out of my way now to go to another one.

Atmosphere: 1

Food: 3

Service: 1

Ispent a lot of money there. No more. Not at this location.

Atmosphere: 1

Food: 1

Service: 1

My friend and I got one bowl to share so we wanted to put some of the items on the side and we said we didn’t want to be difficult and she said “don’t want to be difficult”? And in a rude tone. she kept sighing at us as we ordered. The only items we wanted on the side was the guac and sour cream. We ended up spending $30 on one bowl because they put the items on the side.

Atmosphere: 1

Service: 1

Went in for the first time yesterday 12/20/25, called before going in and asked about the BOGO promotion they had and lady said still going on. I went in and first the mess in there in the kitchen was disgustingly awful. I asked again about the promotion and the lady serving my day and was amazing and super nice said yes. I go and pay after two bowls were made and the young girl at the register asked if I had a holiday shirt on as per the promotion and I said no one ever told me about that and I called and asked before ordering my food about it. We were the only ones there not busy at all and yet the place was filthy. The girl said she couldn’t give me the promotion and charged me for two but I asked if she can make an exception but didn’t respond and I even asked for a manager and no response. I was so mad because instead of just maybe go through with the BOGO she threw it out instead. What a WASTE OF FOOD!!!!! I was so disappointed and hurt, all I wanted was to get my daughters food after coming out the hospital. Reason I didn’t have a holiday shirt on and plus I wasn’t told! Never again coming to this location!

Atmosphere: 1

Food: 2

Service: 1

My burrito bowl from the West Springfield Chipotle was 1/3 the size of all the other Chipotles. Extremely disappointing and a waste of money.

Food: 2

Service: 1

Did an online order. My food was stolen when I arrived. The staff was very accommodating though and replaced it, no problem. You think the corporate level at Chipotle would be doing something to stop the theft of customer food, but after I looked into the problem, it's apparently well known and the company seems fine with it.

Atmosphere: 1

Food: 4

Service: 4

We went in to order, 11/20/25
4:24pm
The girl manager had an attitude, we complemented the African American worker that was making the bowl for the cx in front of us cuz the bowl looked good well porpotioned, the manager looked annoyed that we complemented her and started to reprimand the worker in front of us for making the bowl too full and cut her off from serving us and she started to serve us with an attitude.
We are paying customers and to deal with workers especially “ managers” like her it’s disappointing.

Atmosphere: 1

Food: 1

Service: 1

I came in tonight for a burrito. I initially placed my order and paid. When I got to my table, my burrito wasn’t wrapped properly, and everything was falling out, so I went to the front to see how to resolve this.

Isaac was a pleasure!!! He saw that I was frustrated and immediately interjected and offered his help. Not only did he perfectly wrap my burrito, but he also offered a bag of chips for the hassle. 10/10 Service, Professionalism and Attitude from Isaac!

Service: 5

I was there on Friday evening. We were ordering and my daughter fainted. NO ONE did anything, the lady that was doing out bowls just started preparing other customers food. Everyone ignored that there was a child in the floor. Don’t you have protocols? Do you know anything about customer service? Once I was able to sit my daughter, the cashier just asked me to pay, and she was the only person to ask me if I needed a soda for my daughter. The lady that prepared the food was visibly annoyed because I took the time to sit my daughter.
I would never recommend this place to anyone.

Worse chipotle in mass.

Atmosphere: 1

Food: 3

Service: 1

Always good food and they're always freshly made! The manager on duty was very kind and accomated us to our needs for our kid's menu. Very friendly customer service and it was quick. Would go again and recommend this location to everyone!

Atmosphere: 5

Food: 5

Service: 5

Went there on a Sunday nite at 8:00pm website hours say the close at 11pm table was real dirty food all over the place to have one of they employees say they were close at 8pm never again 0 for effort

Atmosphere: 1

Food: 1

Service: 1

Very pleasant experience. Food was great. Meat cooked perfectly. Ingredients were fresh. Cashier lady was very kind, and professional. Would recommend this Chipotle.

Atmosphere: 5

Food: 5

Service: 5

i know some people over exaggerate when it comes to service and food but no joke just got chipotle today made a burrito out of my bowl why i found 3 long blonde hairs in my burrito i don’t have anyone blonde i live with made me sick and just threw out 80% of my food and obviously the managers will act like its all good . hate this place 9/7/25 west springfield location

I love these burritos

Atmosphere: 5

Food: 5

Service: 5