Chipotle Mexican Grill

I’ve been casually patronizing this location since 2019. This past summer, I dined here every other day. After a three-month hiatus, I decided to have dinner here and was alarmed by the level of carelessness displayed by staff. The server repeatedly interrupted me while I ordered, forcing me to ask multiple times for adequate servings. I ordered a double portion of protein and still received a scant amount. When I raised this concern at the register, the response was a blank stare accompanied by “there’s not much we can do,” as if as if expecting portions commensurate with what you’re paying is somehow unreasonable. I wound up paying five additional dollars for what amounted to a condiment cup of meat. Total $21 for a bowl with barely anything in it - for what frankly is just ersatz Mexican food. As others have noted, the portion sizes have shrunk considerably while prices have remained the same, and the staff’s indifference suggests this is partly by design. I do not recommend you eat here. Franklin has a wide array of restaurants that are authentically more Mexican, with superior service and more filling portion sizes.

Food: 4

Service: 1

Would give zero stars if an option. Ordered food online. Arrived to store 20 min later as said that is time it would take. App said order was ready but it was not. Approximately 20+ people waiting. After 25 minutes more of waiting and inquiring about my order status twice I got in line cause at least that was moving. Got to front and they didn’t initially want to take my order cause it was an online order. Come to find out they didn’t have most items - basically chicken and not what I ordered yet no one had yet to tell me they wouldn’t be able to complete my order. It was complete chaos. I do recognize the people working were doing what they could ans fast ans possible although not everyone there had a great attitude. Bad communication and something terribly wrong with the process. Can’t really rate the food cause I didn’t get it after an hour of what should have been a 15 minute meal. Hopefully they will learn from their mistakes tonight.

Atmosphere: 1

Food: 1

Service: 1

DO NOT GO TO THIS LOCATION. ⚠️‼️
I hate writing reviews but I have to about this chipotle location in franklin street. I have had two TERRIBLE experiences. First, the food had caused me diarrhea and extreme nauseous because it was under the temperature. Second, I had went inside earlier this week and a very very sweet lady at the front told me about the buy 1 get 1 free, I wasn’t planning onto get another but I admired how sincere the lady was so I did. Then I go up to the cashier to pay and I see $17 which was odd. I told her that it was part of the buy 1 get 1, but, this girl said that I wouldnt be granted the deal because the lady at the front told me and I didnt know it myself. HELLO??????? Why the actual hell does she care who told me about the deal as its supposed to be for everyone and everybody. I unfortunately had already tapped my card before I realized the prize and she didn’t let me return it either. Instead I just left the food an left immediately, I have never see such terrible customer service. This happened on Wednesday at around 7pm, so whoever was working as a cashier there should be fired immediately. She was very rude and did not make any sense at all. I will not be coming back again and will be telling everyone around me about this TERRIBLE, TERRIBLE customer service. I can’t stress enough of how terrible.

Atmosphere: 1

Food: 1

Service: 1

Had to get two bowls to make myself full bc their portions were so so small. And everytime I eat chipotle I feel so thirsty afterwards so I’m pretty sure that’s an MSG overload right there

Atmosphere: 5

Food: 2

Service: 4

the cashier lady was incredibly bad at customer service and refused to check on our mobile order even though it had been ready in the back for 30 minutes 🫠

Atmosphere: 1

Food: 3

Service: 1

Went there on 11/19/25 at 12:11pm to be given skimpy portions from a server barely giving me rice, chicken and sour cream. Then before the next server got to my food another worker stopped him to get him to warm up a tortilla for a burrito. He then stopped before he could even put anything in my bowl to help her and didn’t come back to finish my food so the first serve had to come and finish preparing it. They had my food sitting on the line for 5 minutes getting cold while I was standing there as they were helping customers that came in after me. This was a terrible experience.

Atmosphere: 1

Food: 1

Service: 1

Really inconsistent. Always low on some ingredients like rice chicken and they never have some other items

Atmosphere: 1

Food: 1

Service: 1

Lunch time visit, around 2:15 pm. Came in for the steak bowl. The serving and warming areas where the food is kept were almost empty. The server couldn’t tell us when the next batch of food would be ready. The station was not clean. We couldn’t place an order because of the lack of food, so we went elsewhere. 301 W Franklin Street, Chapel Hill, NC.

Atmosphere: 3

Food: 1

Service: 1

Decent food and atmosphere.

Atmosphere: 3

Food: 4

Service: 2

Terrible service, horrible and inconsistent portions, people on register don’t know how to do their job. People on line don’t know how to do their job. Whole place is a mess.

Atmosphere: 2

Food: 3

Service: 1

This business owner should be ashamed of having only 2 people working at the front line. The owner should be there working with them. Shame

Atmosphere: 1

Food: 5

Service: 5

Did an online order and did not disappoint with portions. Also very packed but the staff had it under control 👍

Atmosphere: 4

Food: 5

Service: 5

Went on 9-13-25 and got two burritos. Two different meats choices and it made both of us sick to our stomach. I would not eat here again. The place was not clean as well. Trash was over flowing as well. I noticed the sour cream on mine was runny not solid in the serving area. Should have not gotten that after seeing that part. Then the beef had a huge chunk of fat in it. Glad I stopped eating it and got rid of it after that.

Atmosphere: 1

Food: 1

Service: 2

might as well just given me air at this point. never mobile order here can’t believe i just paid $11

Terrible experience last 2 visits Aug & Sept 2025. Was fine 2 years running but now terrible service, filthy counter area/kitchen, long wait times and no acknowledgement by employees! 2 visits ago (8/12/25) waited at front of line 12 minutes for meat to be cooked as they were out of chicken and steak. But at least they informed us and we waited patiently. Food tasted fine but portions small. Entire food area was filthy. Last visit (9/9/25) we waited 15 minutes in the front of the line while employees took breaks, talked on phone in parking lot, went into to back room and 'acted busy'. Line grew 12 people deep behind us. Not one employee acknowledged any of us. At times no one was even in the service area or open kitchen area for up to 3-5 minutes at a time- so no visible employee on site, just filthy counter tops. Kitchen was a mess, service area was a mess. After waiting 15 minutes in the front of the line, with no acknowledgment from a single employee - we walked out. Strangest experience! I totally get that things happen - maybe they forgot a large party order? No idea - but not acknowledging a long line of customers is baffling to me. Will not return to this location!

Atmosphere: 1

Food: 3

Service: 1