Chipotle Mexican Grill

Usually passable because I love Chipotle, but this location continually diminishes in terms of their service. Having worked in customer service, I understand that there are days when you can get fed up with customers. But some employees at this location just immediately show you they’d rather be anywhere else. Some are great, but others just make a mess of the meal by carelessly and sometimes aggressively placing ingredients in the bowl/burrito, all while looking upset. Another issue this last time was when trying to specify I wanted to order two things. I gave my first order to the male employee putting together my bowl, who then passed it off to the lady helping him to finish the bowl. But as I looked to go back and give my second order, the guy had already started taking orders for the family of three behind me. So I was then put in a position where I gave up my spot in line to the family behind me. Once the employee was done with their orders, I let the employee know that I explicitly told him I’d order two things, which he forgot and didn’t even apologize for. And once it came time for the family of three to pay, we had to spend extra time figuring out which bowls were theirs and which one was mine given that I started my order before them but due to carelessness, was now lumped in with the others. Please do better, I’m a huge Chipotle fan but the service at this spot is poor. I understand when it gets busy that you want to go as quickly as possible, but please don’t punish the customers by rushing them.

Horrible stuff i placed the order only and they never make my order after I wait a long time I asked them what happens with my order and she manager never apologized he just says you want the order or not like that I can’t believe a big company like chipotle can have employees like that I recommend to not go to that’s location because the customer service is horrible

I don’t know how can you mess up cooking the rice!!! But they did. I’m eating crunchy rice right now. Not cool, chipotle! Ugh.

Consistently small portions, main concern is health code violations. I watched the server spill rice from my burrito, get a rag to wipe the table down and use his hand to scrape some off, then with the same gloves fold my burrito up. The following customer ordered guac and he missed the bowl and used the same gloves he used on me to pick up the spilled guac and put it back into the guac tray. I’m less upset at the small portions and more concerned at the abundant opportunities for cross contamination and food poisoning. Be careful coming here.

Had a pick-up order at 1:50pm, I had arrived at 1:44pm, and the Chipotle Drive-Thru worker had told me to wait out front since I had cars behind me(why not finish my order since I'm already here?!). Minutes go by and no one brings out my order and 10minutes passed since the pick-up time. Got a refund for the terrible service and experience.

The food is so-so. But the dining environment is far from clean. I don’t think the management cares about the dining experience. It has good business though cuz of the location I guess.

Guacamole and chips. The entire bag of chips was one huge grease bomb, completely soaking thru both the bag of chips and the main bag; plate was swimming in grease (see pix); all the chips must have been from the bottom of the batch as NONE were normal size; the entire order of chips were all the tiny, broken up chips. NOT edible and NOT ok. Attempted to call, but no one answered the phone.

Store Manager/employees are cheating customers out of correct portion. Second time that I’ve received 3 ounces of chicken instead of 4 ounces. Manager should be ashamed. Placed chicken from bowl into a 4 ounce container. Photo shows it is only 3/4 full. Manager and employee refused to fix the issue.

I am very thankful for the Chipotlane (drive through). I had sleeping kids in the car and couldn't really go out, but I was super hungry... I ordered online and thankfully they had my order when they said they did. Food was good and for the drinks, I didn't know what to get so the person at the window let me sample some of the drinks to decide which one to get. I am very thankful that everything went well. Not sure how services inside, but my visit and food were good!

I used to sometimes hear people say things like, "I don't go to Chipotle cause I don't want diarrhea", or "Nah, I'm not rolling the dice with E. Coli at Chipotle", but I never had any issues. I mean, I know Chipotle was fined $25 million for its outbreaks, but figured it had become a jokey stereotype, so I kept going. Well, my wife ate Chipotle from this location last month and it was a catastrophe. There was nothing in her meal other than Chipotle and she got hit with the worst food poisoning of her life an hour after eating it. She had eaten nothing else all day except basic stuff at breakfast like toast and a banana at home. Now, when I use the term "food poisoning", you're probably envisioning a crappy weekend with diarrhea and maybe some puking, right? Nope. It was so much worse. There was diarrhea, but that barely scratches the surface - alternating chills and sweats for days, brutal nausea, violent shaking, alarming heart palpitations and a very elevated heart rate, and inexplicable waves of anxiety after eating anything, no matter how small or bland (e.g., two bites of saltines). We later learned from medical professionals that such unexplained anxiety can originate from the gut-brain loop via illness. We went to the ER and she was diagnosed with foodborne viral gastroenteritis. What followed was weeks of unmanageable discomfort, sleeplessness, and more of the aforementioned symptoms, to the extent that she couldn't read or watch TV, let alone work. Even after the infection had left, it had wrecked her GI system. Cue medical follow-ups, referral to a gastroenterologist, and various tests (like a stomach emptying test to check for post-infectious gastroparesis). Only now, a month and thousands of dollars later until we reached our health insurance deductible, is she starting to turn the corner and beginning feel a little hungry again. I'm hoping she can eat something resembling a full meal by Christmas. I'm not going to waste time trying to sue Chipotle for the medical expenses and severe physical harm we've incurred because of them. They'll just obfuscate and find ways to claim it's baseless. I don't need the aggravation. What I CAN do, however, is try to warn my community on every social media platform I can - Google, Facebook, Instagram, Yelp, X, etc. We all think this sort of thing is never going to happen to us until it strikes home. Ask yourself if the convenience of your burrito bowl is worth *thousands of dollars* of medical care and a month of constant suffering and uncertainty as you recover. Trust me, it's not. I would only ever return to Chipotle with a gun to my head. If the shockingly low 1.9 star average isn't enough for you, I hope you heed my story. This could be you. Oh, and please spare me the boilerplate response of, "Please contact us directly: https://www.chipotle.com/contact-us". Uh-huh. The low-level customer service grunt at corporate can't do more than offer me free chips and guac for my trouble. Unless you're planning on paying for my wife's medical costs, get lost.

I had an extremely unpleasant experience on 12/6/25 at 6:26 PM with an employee named Gerardo. I am not sure who hired this angry, unskilled, unprofessional individual who lacks basic critical thinking skills. I came in tonight because they had a BOGO deal going on. If you order a taco plate, you get any entree free. When they were making the bowl, I had to keep asking for more food as the portions were skimpy. By time we got to sides, the girl making the bowl asked if she could but the toppings in a plastic bowl. I said that she can. When I go up to pay, I'm introduced to Gerado who immediately notified me that I have to pay $23 for my toppings? Toppings COME with the burrito bowl. He shouts at me " If you want 20 toppings, you need to pay for all of them!!" I informed him that toppings come with the bowl. Side note: l don't think he knows how to count. My toppings were pinto beans, veggies, sour cream, salsa, cheese, lettuce and corn. That is 7 toppings, not 20. He proceeds to yell, "It's all my fault then!!" I told him I will not pay $23 dollars for toppings. He at one point leaned in and crossed his arms at me as to intimidate me. After repeating this several times, he removed the toppings charge then proceeded to ask me repeatedly if the new price (regular price of an entree) is cheap enough for me. He then ripped my bag out of anger and handed me my meal. I will be escalating this to corporate as someone like this needs accountability. Hostile, abusive, and shameful customer service.

I ordered online and went through the drive thru pick up. The service was great, but you'd is a veggie bowl and this weird looking thing was mixed in and covered with guacamole. I couldn't eat after finding that two bites in. Refund please.

It's been a while since I ate at a Chipotle, mainly because of an unfortunate experience at another location that bummed me out (finding bits of beef and cheese in the Vegan bowl). Here, this bowl with brown rice, pinto beans, Sofritas and added guacamole hit the spot on flavor, freshness and satiety. Great to note that the server went back to grab a new ladle for the sofritas. I guess I'll be back!:)

Had the salad bowl with chicken. Fresh salad greens, tasty grilled chicken, pico de gallo was perfect, yummy grilled peppers, perfectly cooked rice and cheese. There were a lot more toppings I could have added for no additional cost. My salad was huge and tasted great. All that and it was only $11.80. Amazing. I love Chipotle.

I bought a quesadilla for the same price as a burrito. I was given the same tortilla as the burrito, the same amount of meat (1.5 spoons), the same amount of cheese. The container was filled with rice, sour cream and corn. I asked for beans, I also wanted to get the sauce. But the employee said I have to pay an extra $1.65 for each extra side. What? Why do I have to pay for the extra side? When I get a burrito, for the same price, I can get an extra side without paying extra. But for the same set of products in the case of a quesadilla, I have to pay almost 20$???? Greedy staff. It's like they would go broke if they gave a little more.

It's only gotten worse since my last review. The employee's are the rudest I have ever encountered!

Delicious Carnitas burrito bowl. I love their mild salsa and I wish you could purchase just the salsa à la carte but I don't see it as a selection through the app. Delicious guac and I love their chips.

The chips are always STALE! Now, i know why. They're bagged & left sitting out- OPEN for who knows how long? The portions are inconsistent- some workers give a full scoop, some don't. I feel like I always sit & wait much longer than necessary when i order from the app & request Chipotlane (drive up pickup window) because no one is paying attention to notice that someone drove up, or they can't find the order.

My partner eats here all the time and cannot eat wheat due to allergies. It's pretty simple to make sure that either she gets the hard shells, or she gets contacted to make sure it gets substituted with a bowl or something that she can actually eat. She's had hard shells substituted for soft ones a total of 10 times. 10. Times. Additionally the last time she was there they gave her the absolute tiniest amount of food in her taco they could, it doesn't even qualify as a taco. Cmon Chipotle, I like a lot of your locations but this one needs to step it up.

Service was not great. I asked if they had any avocado and I was willing to pay because I can't have cilantro. I was told that they had already made all the guacamole and everything was already mixed. I've never had this happen at any chipotle before. It would be one thing to say we ran out of avocados but another thing to say that " we don't do that here and you can talk to my manager" fair- the manager is telling me that they make all of their guacamole. I'm having a hard time believing that there wasn't a few slices of avocado that I could pay $1.50 for? So my veggie bowl went fairly bare with no salsas without cilantro and your girl can't get simple avocado , only cilantro options ‍ try a different chipotle if you want avocado?

The new location is really nice! They closed the old location off of the Atherton exit and opened this brand new building at the Vintage Oaks shopping center recently. The building site used to be Chevys. We have ordered inside once and picked up a mobile order through their drive thru today. You can not place orders in the drive thru, it is mobile orders only. The staff are very friendly and the food is fresh. There is plenty of seating inside and there are some tables outside. They are right next to Jamba Juice, a Poke Place which hasn't opened yet and Nick the Greek which is opening soon.

The food is good but our orders we placed online got ridiculously mixed up!Ingredients from one bowl were in another. Some had corn salsa some did not. Really, how hard is it to follow an order? After paying almost $50 it's disappointing to not get what you're expecting. Sour cream? Oh that's in my daughter's bowl. Salsa? Nope, in my daughter's bowl. Corn? Nope. Only in my bowl. Cheese? In another bowl.

Not sure I should give this location a one star review, maybe a 1/2 star or less. Had not visited this Chipotle location previously or this restaurant for a few years. I was induced to visit due to promotion for brisket. Bad decision. Burrito had too little meat in it, tortilla was too chewy, added ingredients were skimpy and price was too high for the results. Last time I will be here.

The food was cold. It was like they made it from food out of the fridge and then tried to warm it slightly in the microwave. The steak on the burrito bowl had many pieces that were just fat.

I waited 15 minutes in a line - was 4 th in line while the man served other customers. I counted 7 people working in the store and only one was servicing the line. At 12:45 I walked out. He had made 4 burritos at that point. I'm not blaming him, but the manager must be an idiot or not care because he clearly saw how slow things were going and never assigned another employee to the customer service line. This place won't last long. Just hope it is company owned because some poor franchisee will loose his shirt with this type of management.

Food Poisoning. I had real bad diarrhea and nausea, for weeks. Purchased the chicken bowl. Their chicken is gross please don't water their if you value you gut! I will never eat at a fake Mexican restaurant again. PLEASE BEWARE OF THE CHICKEN!

I love chipotle and usually go to the Terra Linda location. First time at this Novato location. Horrible service. Ordered a salad and then when I reminded them at check out that I needed the dressing they said they were out and continued to ring me up. The young man was rude and unfriendly. The restaurant itself was dirty and the food bins had old brown dried food in it. Never coming back! Lots of other options next door and in the shopping center.

fucking worst chipotle I've ever been to I ordered 20+ dollar meal on DoorDash and they barely put anything in my absolutely ridiculous. They try to screw you over.

Ever since they moved , this place has gone downhill. horrible service, food is sub par with other locations ( chips are constantly stale ) flavor is missing, portions are pathetic , place is always filthy....done with this spot. My family will eat elsewhere. Save your money ...eat at one of the hundred other Mexican style restaurant around ! Better off at Taco Bell :)

Horrible customer service. The "manager" was not listing when I was trying to explain how a kids build your own works. Then the next employee, a child, literally told me "can you relax" when I asked for a little bit more cheese. And I asked if I heard that right and he looked proud for the way he said it. I go to chipotle all the time. Many different locations. This is by far the worst I have ever experienced. I wish I had names to call out right now. Chevy's I miss you, please take the property back!

I went here months ago and I got a Quesadilla. They gave me a tortillla with no cheese and the worker was vaping!!! Also the ambiance is horrible as well. Everything is always out of stock at this location. Huge issues with staffing and management at this location.

I travel for work and I go to maybe 2 chipotle's a week. I'm a huge fan and that location had to be the best one I have been to. Ambiance-Super Clean. It was just an overall good maintained place. everything was clean and all products were full and replenished. Service- the service was great and they let me know if something cost extra. everyone was smiling and the portions were fair. the service manager, general manager and the kitchen manager were awesome and friendly and really appreciated the feedback. I would come back here again. keep up the great work

I will not be returning to this location, especially after speaking with the manager, and how he was so nonchalant about the whole situation didn't really seem to care too much at all. I walked in because I wanted to order something. I had to make a quick phone call. There was nobody but one person inside their facility I was right behind her, ready to place my order. When an older Caucasian couple walks in after me and the lady automatically skips right over me to ask them if she can help them and then when I asked her, why did she skip over me I was next she just looked at me and shrugged her shoulders and pointed at the couple. This happened like 4 to 5 times when I kept telling her I was next in line she acted as if she didn't understand what I was saying. Then she kind of smirked and laughed about it, this is in no way acceptable and I will not tolerate it. This will be reported to corporate and the fact that the manager didn't even want to resolve anything didn't ask my name. My phone number didn't really seem to care or that he was going to do anything about it. He just wanted to get me off the telephone. He seemed very young and inexperienced when it comes to how to handle escalated situation's or customer disputes. I don't patronize businesses that treat people this way. It's disgusting and yes, I am an ethnic woman. Zero stars from me

Cold food and did not receive the chips I ordered. It is about 50/50 if you get the chips or not. I know to check before I drive off but, my husband isn't as good at that. The reason the food was probably cold is because he was stuck behind someone at the drive up window and could not back out either because someone was behind him. Disappointing once again!

If I could give them zero stars I would - we pre-ordered a large order for a company meeting. When the person from the team arrived to get the order she was treated RUDELY and told the food was running late and to wait. She could see a large order being assembled and thought it was ours. Instead of it being our order, which at this point was already 30 minutes late, they gave our order to another group and told her they were still working on the one for us. It is now 1 hour later and our order was in fact give the THE WRONG person. We are waiting still for our food and will be demanding a full refund. Buyer beware - rude customer service - terrible communication - we will not be ordering from them again. We know orders for large groups are hard - which is why we pre-ordered but alas - this Chipotle still failed to get it right and were rude to our team.

Horrible Experience, I asked for meat and the serving size was so small. I asked for a little bit more and I got charged double. The meat was not cooked. All in all it was a horrible experience

If I could give it a zero I would. Where to begin? The manager is RUDE and doesn't care about customers or keeping the tables and eating area cleaned up and will happily argue with you. This is not the place you go, where customers are right. Food is of poor quality, usually they run out of regular items such as lettuce or guacamole. The employees don't greet you or smile. They rush you through the line and at the end the cashier never is thoughtful enough to ask if you have rewards to use or scan for point. It's getting worse and worse and so we stopped going. It feels rotten walking into a place where employees are disgruntled, the place is unkept, trash overflowing and tables not cleaned. You ask for anything and they are shocked. The manager (she says she is) is rude, doesn't have the first clue how to run/manage a restaurant and almost every employee doesn't speak English. The drive thru really is the cherry on top since most orders picked up there are almost always incorrect in some way. Avoid and spend your hard earned money elsewhere where customer service is valued. Wish I had pics. If we go back I'm sure I'll be able to capture some of the it shortcomings.

juiciest honey chicken I've had yet, w atmosphere, w proportions, this clears all the peninsula ones

This location doesn't seem to be managed well as other reviews allude to. They are slow, get orders wrong frequently, and have language barriers at key points of customer interaction.

No wonder why this Chipotle location has bad reviews. Always running out of product. Charging for salsa if you want it on the side instead of having on your burrito. This location is a disappointment.

SO BAD. Chipotle used to be a great place to go. Now they are overpriced, poor quality food, filthy dirty, always out of items and always have an attitude. They mess up practically every order. The portion sizes? Microscopic. Think of it as paying 15 or $16 for an appetizer size portion. What was once the place to go for Mexican food is now the absolute last place you will want to end up at. When was the last time someone from the corporate office checked out this place? Maybe they better not. They would run away screaming. Stay away. Far away. ZERO stars.

I ordered a bowl and the meat was very little, not even a scoop. The lady making the food was very rude when I was ordering and talking with a nasty tone. This is a shame because my daughter loves Chipotle, but with the attitude given and horrible customer service, I don't see us coming back to this store.

Pick up at chipotle Lane again. I asked the woman if there were utensils in the bag since when I ordered I didn't see a box to check for utensils. I ordered she said there should be, but she said if there are not, I could come inside and get them myself. I told her I didn't want to get out of the car. She said she was busy. I've dealt with this woman before there's no graciousness. There's no thank you. Why aren't there utensils by the pick up window so they don't have to go all the way aroundto give them to me. I cannot believe such lousy lousy service after I paid $15 for an order. Is anyone going to look into this and talk to the people who work at your establishment?

We went inside the restaurant to order a steak burrito & the steak was hard & we got mostly the nerve!!! We also got a side of guacamole & it was old (it looked dark) The tortilla also tasted old. We felt cheated since the burrito price is not cheap!!!!

Best chipotle I have been to. James the older gentleman is the best. He really knows how to take care of his customers.

My dog loves this place as what they serve is dog food in my standards. The meat they serve is very low quality with lots of fat and cartilage and gristle. I try not to go but if I happened to go I chew and spit them out where my dog enjoys or sometimes even she wouldn't eat. On my last visit my dog was not with me so I left them behind... Skip the protein part and go veggie here if you ever go. Chipotle changed the way fast food restaurants serve food. That was an innovation. However their quality is really bad.

Ordered two burritos both came as burrito bowls and here is the slop I was asked to eat. Glad that order was ready on time at their new drive through but I'm not eating this.

We love us some Chipotle. Seriously, lime chips with salt? Does it get any better? Cool "Order Ahead" drive thru and plenty of regular parking. Minus 1-Star for changing the recipe of the Pollo Asada to now being cooked with Cilantro. WTF? Half of the population can't tolerate Cilantro so why cook the chicken in it??? Ever heard of a condiment bar where you could get Cilantro if you are one of the weird people who thinks it tastes good... Come on Corporate. Not as dumb as McDonalds doing all day breakfast when all we wanted was for it to go to 11am but not far behind Anyways, glad you guys are in this location. Cheers

Well this suck. I got food poisoning and non stop vomiting. It's really not a sight to see. I am going back and vomit little bit more. Thank you for getting me food poisoning.

I ordered a bowl and a burrito via the online app this evening (6/23). The bowl is laughably small. The ingredients are literally sprinkled on. Ordered double rice and I have roughly half of a single scoop. I feel totally ripped off.

Compared to chipotle average, the burritos at this location are on the small side. I also tried the chipotlane drive through pick up once, which was useless, because they were letting people wait at the window in the lane even if their orders weren't ready, thereby holding up every single car behind them whose orders might already be ready.

I've never been satisfied let alone impressed by this location. My experience has been all across the board, unseasoned meat, salsa so spicy it was literally inedible (and I have a very high tolerance for spice!) and another recent time I went they had the doors locked on a Friday at 5 pm with workers and some customers inside... me and 2 other groups were extremely confused as to why the doors were locked and we couldn't get in?? We ended up just going to nick the Greek. I don't understand how a chain could be SO inconsistent. We've given this place many chances and it's safe to say we won't be back after the hellfire spicy salsa on the bowl that neither my husband or I could eat.

This is the worst experience, got yelled by their supervisor, bought 6 bowls, asked for some extra mild souse she charged me for all of them, very poor customer service.... I normally go to chipotle once a week, this is the worst one... next will think twice .... Management, you need to take care of this ... happy to discuss details...

I would love to love chipotle. But this location has been worse every time I have been. This time was the final chance. I was using a coupon for chips because the time before they had forgot to add them to my bag. Food was supposed to be ready at 8:10. It's now 8:50 and I'm stuck in the drive through waiting.... Not to mention when I talked to manager she wanted to fight about giving me my food because I asked for a refund. And then upon asking her name told her employees (who were kind young men) to not tell me her name. I went mainly to redeem the chips they had forgotten to give me the previous time, and this time... again no chips... This was a joke. To make this productive - at the very least they could have been transparent and up front telling everyone stuck in the drive through it will be at least 30 minutes- an hour wait. And giving us the option to leave / come back. The manager could have apologized instead of raising her voice and telling me she won't give me the food if I'm going to talk to customer support. There is a lot they could have done. This was not it.

I love Chipotle Mexican Grill, always had the build your own bowl. For me, the black beens, brown rice, guacamole which is really good , very creamy . And everything else that you can mount on too. But today I ordered from the kids menu build your own tacos because I was t that hungry and it was still enough for me. I had sofritas, that is fried tofu with Mexican seasonings and a little bite., so very good, it came with black beans, 2 warmed tortillas also apple juice and a tangerine They just opened in Novato Vintage Mall and I know they will be busy , everyone loves Mexican food . You will too , do stop by when I'm town for Mexican fare !

So again it's still dirty. I came in at 11am with no customers and the floors were sticky and food lined. The counters inside were still dirty and you could see old marks of smeared food. The bathroom didn't have any paper towels. Why has this not been addressed? I have never seen anyone clean anything.

Don't recommend and won't be returning! I ordered a veggie salad through Uber Eats. My delivery was great as far as Uber Eats. The problem is my entire order was wrong starting with chicken or pork on my salad with cheese, and that terrible corn salsa. None of that was supposed to be in my vegetarian salad. I tried calling to speak with a manager and the phone just rang and rang and timed out. I called another Chipotle to see what to do and they gave me corporate number. After waiting more than an hour I spoke to somebody that said they started a complaint and referred me to contact Uber Eats about a refund. I stated that I hope something is done about phone not working And dietary restrictions were completely ignored. I was told yes it will be looked into but I have little faith. Uber Eats refunded my order and tip since I sent clear photos of the order. Super disappointed