Chipotle West Bay Plaza is a fast-casual restaurant chain known for its customizable menu featuring burritos, bowls, quesadillas, tacos, and salads. The company is cultivating a better world by serving responsibly sourced, classically-cooked, real food with wholesome ingredients without artificial colors, flavors or preservatives. Using only 53 real ingredients, the company’s "Food with Integrity" principles prioritize sourcing ingredients from farms that adhere to humane and sustainable practices. Chipotle team members use classic culinary techniques and serve handcrafted entrées in abundance at an extraordinary value. To get exclusive offers and earn free food, sign up for Chipotle Rewards.
Multiple customers reported long wait times, incorrect orders, and poor customer service experiences.
Food Quality
There were mixed reviews on food quality, with some praising freshness while others complained about cold, poorly prepared, or under-portioned meals.
Cleanliness
Several reviews highlighted cleanliness issues, including dirty tables and food areas, impacting the overall dining experience.
Staff Performance
While some employees received praise for their friendliness and service, others were criticized for being unprofessional and inattentive.
JP
John Paytosh
5 days ago
4.0
Great place for a quick meal!
RR
RetroMike
Jan 3, 2026
2.0
I have only been to this Chipotle a couple of times, but that was enough for me to decide I am not coming back. This is honestly one of the dirtiest and most poorly kept Chipotle locations I have been in, and the last visit really sealed it for me.
The serving line looked messy and neglected. The steam trays had ingredients splattered all around them, and it looked like food from different trays had been mixed together along the edges. It did not feel clean or well maintained, and that is not something you want to notice when you are ordering food that is supposed to be fresh. They were also out of multiple items, and for some of the ingredients they had, it looked like they were scraping the bottom to put something together. The food I did get was not hot, and some of it was cold, which is a deal breaker for me.
On top of that, there was shredded cheese and lettuce all over the counter area, and it gave the whole place a chaotic, sloppy vibe. The workers seemed generally frustrated, and I get it, it is probably a tough job and they were clearly dealing with a lot, but it still affects the customer experience.
The food itself was just ok, not terrible, but not good enough to justify the mess and the lack of care. It really highlights how far downhill Chipotle feels like it has gone. I remember when Chipotle first came out and it was amazing, fresh, consistent, and worth going out of your way for. Now it feels like they have gotten too big to maintain quality, and this location in particular is a great example of that.
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Savannah Uhlir
Dec 29, 2025
2.0
We came into this location and after waiting about 10 minutes in line, we were told there would be another 10-minute wait for chicken. We decided to wait. The worker told us to step aside and said she would grab us once the chicken was ready. There was no one behind us at the time, but several other people were also told to step aside and wait.
When the chicken was finally ready, we were never called back. Instead, we had to get back in line and wait an additional 30 minutes, only to be served cold chicken. When we asked the worker for a discount, she clearly knew we had been skipped over but said she had no authority and told us to ask the cashier.
While our burritos were being made, we continued waiting on missing ingredients, adding even more time. When we reached the cashier, he seemed too uncomfortable to address the situation at all. I asked for a receipt so I could contact a manager later, but the receipt we were given was nearly unreadable—the printer was clearly out of ink or paper.
In total, we waited about 50 minutes in a Chipotle. For the price we paid, we could have gone somewhere else with better service and better-quality food for the same price or less. Very disappointing experience overall.
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Angie Taylor
Dec 27, 2025
5.0
Caelyn Is absolutely amazing. She went above and beyond!! Will be comming back to this location just because of the amazing service!
KJ
Kevin M. Lizak, Jr.
Dec 25, 2025
3.0
I don't know what to say about Chipotle. Even at its peak it's been a 4 star for me. The price for what you get just doesn't reconcile for me. Who wants a thing burrito like that? It's inconvienecing. This in addition to the mediocre taste. I received a gift card as a gift so I came in to give it a shot. Tried a specialty steak burrito they were pushing. Had them make it exactly to my liking to optimize my chances.... Nope. I'll be regigting the remaining gift card. Yeah I said it.
Frequently Asked Questions About Chipotle Mexican Grill
What type of food does Chipotle Mexican Grill at West Bay Plaza serve?
Chipotle Mexican Grill offers a customizable menu with burritos, bowls, quesadillas, tacos, and salads made from responsibly sourced, real ingredients without artificial colors, flavors, or preservatives.
What are the operating hours of Chipotle Mexican Grill in Westlake, OH?
The restaurant is open every day from 10:45 AM to 11:00 PM.
Does Chipotle at West Bay Plaza offer pickup and delivery services?
Yes, the restaurant offers both in-store pickup and delivery services.
How can I order food from Chipotle Mexican Grill online?
You can order online via the Chipotle app available on the App Store or through their website at https://order.chipotle.com/.
Where is Chipotle Mexican Grill located in Westlake, OH?
It is located at 29990 Detroit Rd, Westlake, OH 44145 in the West Bay Plaza.
What are some nearby restaurants to Chipotle Mexican Grill in West Bay Plaza?
Nearby restaurants include Jimmy John's sandwich shop, Arashi Japan sushi and steakhouse, and Wendy's fast food burger restaurant, offering diverse dining options in the area.
Are there any nearby shopping centers or retail stores close to Chipotle?
Yes, Chipotle is in West Bay Plaza, a shopping center with various retail stores including Kirkland's furniture store, HomeSense department store, and Marc's grocery store.
Which nearby services can customers access around Chipotle West Bay Plaza?
Nearby services include optometrists like Pearle Vision and Family First Vision Care, mobile phone stores like T-Mobile and TCC Wireless, and financial institutions such as KeyBank and US Bank.
Can I find fitness and wellness centers near Chipotle Mexican Grill in West Bay Plaza?
Yes, there are fitness options like Club Pilates and SPENGA for cycling and yoga classes, as well as Hand and Stone Massage and Facial Spa nearby for skin care and relaxation.
Is Chipotle Mexican Grill welcoming to the LGBTQ community?
Yes, this Chipotle location welcomes LGBTQ customers and aims to provide an inclusive environment.