Chipotle Mexican Grill

As a business owner in Nashville, I rarely write negative reviews out of respect for other owners—especially since the owner is usually not the one in the store. However, I feel I should share my recent experience at the Chipotle in Hermitage.
On Wednesday, my son, who is a student at UT, placed an order online (Order #723-2AW). By mistake, he selected the Hermitage location for pickup. When I arrived, the food was cold—this part was not the store’s fault. I waited for a moment for someone to assist me, and eventually a young employee approached me, looking at me without saying anything. I explained the situation and politely asked if the food could be reheated or remade.
To my surprise, she looked at me as if I was asking for free food and said, “No, we don’t do that.”
The interaction left me feeling embarrassed and disappointed. I wish I hadn’t even asked, and I hate that the conversation went the way it did.
My kids enjoy Chipotle, but I personally prefer Chick-fil-A—not only for the food, but for the kindness and customer service that always comes with it. I truly believe Chipotle employees could benefit from training on basic customer service and how to communicate respectfully with guests.

Atmosphere: 1

Food: 3

Service: 1

Chipotle is chipotle, you know what the expect but this location gives out big portion sizes, which is much appreciated!

Atmosphere: 5

Food: 5

Service: 5

My husband and I have been going to Chipotle for years and by far this specific one is the worst. The staff are extremely rude and give attitude for no reason. And apparently we cannot order a quesadilla in person anymore? We ordered are burritos and a quesadilla but the girl said we were not allowed to, and we had to step aside, download their app to order the quesadilla then get back in line to order our other items. Poor customer service. Judging by the reviews this location already has, I am shocked it is still in business. We will not be returning to this one.

Atmosphere: 1

Food: 1

Service: 1

It doesn't matter what ingredients you put in your online order. They add what they want, and they make the food spicier each time.

Atmosphere: 3

Food: 1

Service: 1

Food was excellent!

Food: 5

Service: 5

Food is always good. I like this better than any other “fast food” . Loves the vibes too

Atmosphere: 4

Food: 4

Service: 4

I never received my order i want my credit card info.deleted from anything you have it on.

Not happy with call in only

i love this location! the workers are super friendly, & i get along with them super well. the customer service is top notch. i was around the corner bringing my drink. a manager just so happened to walk over to that same area. she asked if i already had a fork in my bag & i responded no. she then offered & then proceeded to put a fork in my bag. it’s just simple things like this that brighten my day. i would recommend this location to anyone. i love coming here.

Atmosphere: 5

Food: 5

Service: 5

This location has the worst service in Mount Juliet. They do not greet the customer upon entry, even after you say Hello. They were rude answering questions and refused to make more Barbacoa at 9:15 PM, when the store closes at 11. She rudely said that this is all there is and only one of you can have it if you want.

Atmosphere: 1

Food: 1

Service: 1

The burrito bowls they have are outstanding.

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Burrito Bowl of Rice and Beans

The food was good, but the cashier women was a bit tuff and i was charged for queso blanco although i did not ask for it nor was it in my burrito. Overall it was an okay experience but i don’t know if ill be coming back or even going to another chipotle.

Atmosphere: 3

Food: 4

Service: 2

Every time I get extra meat on a mobile order it’s missed. Please update the wording on the label to spell out EXTRA because XL keeps getting missed.

Food: 5

Service: 3

Weird phenomenon when ordering online, order almost always messed up when I tip but almost always correct when I don't.

Food: 4

Service: 2

Food was cold, and they forgot items on my order! This is not the first time this has happened. Very frustrating.

Atmosphere: 1

Food: 1

Service: 1