Chipotle Mexican Grill

Reviews

• NM

  Natália Medeiros

  2 days ago
  1.0
  This location is hands down the worst Chipotle I’ve ever been to, and I say that as someone who genuinely loves Chipotle. I placed an online order through the Chipotle app for a burrito bowl and a side of guac. When I pulled up to the pickup lane, I waited several minutes while employees stood inside talking, clearly seeing me waiting but making no effort to help. When I finally got my order, I checked the bag before leaving and realized my guac was missing. I then had to wait AGAIN for someone to acknowledge me. When an employee finally came over, she blamed DoorDash for “misinforming customers” that guac was available… except I didn’t even use DoorDash, I ordered directly through the Chipotle app. Her response was basically “sorry, there’s nothing we can do.” I understand places run out of items sometimes, but customer service is about how you handle the situation. I politely asked if they could give me a drink instead since I paid extra for the guac. Instead of simply helping, she had to go ask someone for permission, came back with a cup, and then refused to give me a bottled drink because “it costs more.” The entire interaction felt dismissive and poorly managed from start to finish. No effort to accommodate the customer, no communication, and no sense of urgency whatsoever. Richmond Hill deserves a good Chipotle, but this location seriously needs new management. I’m honestly shocked it’s still operating like this. Definitely my last time coming here.
• DD

  Domo

  Apr 30, 2026
  1.0
  If I could give no stars I would.I went to the Chipotle in Richmond Hill today and the customer service sucked. A employee by the name of Christian Wales was rude & very disrespectful when taking my order. I wanted brown rice with my bowel and was told it will be a 5 min wait. I let her know that I was willing to wait and she rolled her eyes & threw down the tray like I was annoying her. I informed the manager & was told that they just finished a rush. I worked in food service before and it doesn’t matter if you have a rush or not, that doesn’t give you the right to be rude or disrespectful towards the customer. Normally I don’t have any complaints but today was a horrible experience.
• MR

  Macarena Ruiz

  Apr 28, 2026
  1.0
  I wanted to give this location a second chance after having a terrible experience at the Pooler Chipotle, but unfortunately it was just as disappointing. On Monday, April 20th, 2026, we stopped by for salads. Right away, the meat and toppings looked dry, but we decided to go ahead and order anyway since we were already there. After getting our food, we were told they didn’t have any dressing — for the only salad they offer. No one mentioned this while we were ordering. When I asked one of the employees (purple hair) if there was any substitute, she tried to charge me extra for dressing they didn’t even have. Then, to make things worse, someone from across the restaurant yelled, “Stop, I’ll just make it,” in a completely unprofessional way. At that point, it was clear this place is poorly managed. I never got the dressing, never spoke to a manager, and no one seemed to care about the situation at all. Between the lack of basic items, the dry food, and the unprofessional staff, this experience confirmed that this location — like the Pooler one — seriously needs improvement. I won’t be coming back.
• IM

  Ian M

  Apr 21, 2026
  1.0
  I understand there are rumors of chipotle being the absolute worst when it comes to getting what you pay for, and usually I would just roll with it and get what I get, without causing an issue. However, I witnessed first hand the laziness and stingy training tactics to ensure you provide the most minimal food to a paying customer to ensure this company is profiting off of hard working customers willing to give this franchise its money in exchange for below average customer service and food. (Majority being service men and women). Assuming Makaila was the manager during my time here. Let it be known that she conducted herself poorly. As my partner and I were very polite when approaching the counter, Mikaila asked what would we like. Apparently telling her we were going to be getting two bowls to go was not the right answer as she responded in a very poor manner, “I can only do one at a time” as if we asked her to grow a third arm and juggle our bowls simultaneously. Moving on, that would bring us to the young man who put 4 pieces (yes, I counted 4 pieces) of steak on some rice that could potentially fill up a 1/4 inch measuring cup. I’m not one to complain, but when I’ve had more than 3 bad experiences at 1 singular business, I’m tempted to take it as high as I can until there’s change. Until there’s change, I will ensure the people within my community (and others they communicate with) understand how we were treated, not once, not twice but three times at this business. Do better chipotle and treat hard working Americans like the paying customers they are, worthy of a good meal.
• GM

  Georgina Michel

  Apr 17, 2026
  3.0
  I recently visited the Chipotle Mexican Grill location after realizing one had opened in the area. We’re in Richmond Hill often, so this was a welcome find, especially since we were short on time. To start with the positives, the overall food quality was strong. Everything was fresh and well-prepared, and the young lady serving me on the line was professional, attentive, and handled my order well. I will note that the regular chicken appeared a bit dry, and another customer even questioned if it was old. From what I observed, it didn’t seem old, just slightly dried out. Even so, my daughter still enjoyed her meal. However, the experience took a turn that I cannot overlook. While my order was being prepared, the employee assisting me went to retrieve cilantro-lime sauce from the online prep area. Another employee began berating her openly in front of me and continued as she tried to complete my order. The tone and delivery were unprofessional and completely inappropriate for a guest-facing environment . This is not a minor issue. Publicly berating staff in front of customers reflects poor leadership and creates an uncomfortable atmosphere. It also signals a breakdown in management and communication. If there are supply limitations or operational decisions about certain items, that is a management responsibility. Remove the item from availability, communicate clearly with your team, and ensure consistency. What should not happen is an employee being put in the position of serving a customer while being criticized for fulfilling a request for an item that is visibly available. As a customer, I should not feel like I am causing a problem by ordering something that is being offered. That is a management failure, not a front-line issue. I’m open to being contacted by the Owner or General Manager, if additional details would be helpful in addressing this. Based on the food and the service from the line employee alone, this could easily be a 4–5 star location. Right now, professionalism is what’s holding it back. When I came on here to post about my experience at this particular location, I noticed that its rating is rather low. I also noticed that it is due to staff related issues when it comes to customer service.

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