Chipotle Mexican Grill - Machesney Park

After waiting in line for ten minutes to order two identical bowls, I had a frustrating experience. The first staff member I interacted with was fine. I ordered white rice, steak, and half a serving of chicken for each bowl. However, the second employee, despite being told multiple times that both bowls were exactly the same, struggled with the order. She kept asking about each ingredient—corn, salsa, sour cream—despite me repeating that both bowls were identical. Eventually, she seemed to grasp it, but then she added cheese, guacamole, and lettuce to the first bowl without asking about the second. Although the service was poor, the bigger issue was that they were out of vegetables, which I always include in my bowls. After waiting in line and dealing with the confusion, I asked for a price adjustment due to the missing vegetables. The register employee informed me that she couldn’t assist me with that, so I requested to speak to the manager. Unfortunately, the manager also said he couldn't make a price adjustment. I ended up deciding to leave the bowls behind since I was dissatisfied. As I walked out, he mentioned that they were sorry for not having the toppings I wanted. What could management have done differently? They should have posted a sign at the entrance or inside the store indicating that they were out of vegetables, which would have saved customers time. While I didn't specify an exact amount for a price adjustment, a reduction of $2.00 per bowl would have seemed reasonable. That would have been more cost-effective for the restaurant than simply throwing away food worth $28 or $30 or using it for employee meals. This seems like a poor management decision. On another note, around June 23 at about 8:30 PM, I visited this store to get two bowls, but it was closed to customers, with chairs up on the tables and employees cleaning behind the counter. The west door was open, allowing employees—or likely their friends—to come and go, while the sign on the front door stated that the store was open until 10 PM. Would it have been so difficult to put up a "CLOSED" sign? Chipotle Support responded on July 3, 2023, at 11:05 AM, apologizing for the experience and assuring me that they take guest care seriously. They claimed this was not the normal standard for Chipotle and mentioned they would address the issue with their team. However, based on recent reviews, it appears that no changes have been made yet. It seems you can only rely on a good reputation for so long.

I don’t leave too many reviews. Used to be really good, well managed. Not sure what happened…never seem to have fajitas…once I went in just after they opened and there weren’t any, I asked what happened…I was told no one cut any up. And evidently no one was going to either? Really small portions depending on who’s serving…and the place is often filthy. I just stopped going there. In fact, it made me rethink giving my money to any Chipotle, which is a bummer…because it’s a good concept.

Pulled up at 9:25pm on a saturday, they close at 10om. the manager said theyre done taking orders. i asked I thought you close at 10pm? she couldnt give me an answer and told me to do it online but the online service would close in 5 minutes. everyone seemed bothered and half the lights were off and the chairs were up. they clearly were shutting down early... i wonder if upper management knows about this.

Heather made our dishes and the amount we were given was amazing. Super welcoming and made our food to perfection. Mya (not sure of spelling) was super kind and caring and made sure we were taken care of. Thank you so much! Will definitely make this our new home Chipotle!

The woman who prepared my food did a sloppy job and was very rude. I arrived at 6:32 PM, and the place was extremely dirty.