Chipotle Mexican Grill

Every time I visit this location it’s clear that there is a lack of teamwork when it comes to assisting customers in the indoor line. Typically, one person is responsible for helping indoor guests—even when the line extends out the door. Meanwhile, other team members assigned to online orders are seen chatting or wandering around looking for something to do - everything except helping the indoor customers. If an item runs out, that same person is also expected to leave their position to restock, which causes further delays. It would be far more efficient to have one team member starting orders on the hot side, another handling the cold side, and a third expediting and cashing out customers. If customer service is truly a priority, then improving the speed and coordination of indoor service should be a key focus.

We arrived at this Chipotle at about 9:30 p.m 7/31/2025. Although it was still in business hours (they didn't close until 10 o'clock), the front desk staff (men)was obviously reluctant to receive us. He has a cold attitude, no basic welcome words, and almost no patience to answer our order questions. The whole process makes people feel like they are disturbing their work. I understand that employees may be tired when they are about to get off work, but as customers, they should receive basic respect and service when they arrive at the store during business hours. This kind of experience makes people feel very disappointed. I hope that the management can strengthen training and improve the service awareness of employees, instead of letting guests feel the cold treatment of being "driven away".

I normally order online so I have lunch on my break. They always forget something, typically the vinaigrette. I hope they train employees to read the tickets so they can accurately put the order together. They also need to quality check before my order goes out the door. If an ingredient is out of stock, let someone know or take it off the menu until it’s in stock instead of sending the order out while missing important parts. It’s sad that this chipotle doesnt respect the online orders. Do better. I don’t like paying full price and not getting the same service or ingredients as I would in store. Again, do better.

There’s never a clean table in this place. Lot of empty tables, none of them clean. I don’t know what the schedule for cleaning the dining area is supposed to be, or who’s supposed to be enforcing it. But it’s always like this. I end up taking the food to my car to eat.

TERRIBLE. I wasted $18.49 and was so happy to eat my bowl then opened it up and saw that it was already half eaten are u serious. And i called and they didn’t even give me a refund back just some stupid code .

This was one of the worst chipotles I've ever been to. 5 employees were working, 1 was working the counter, 1 was taking a phone call. Chipotle honey chicken was alright but when I asked for salsa I was given a gross drenching of way too much salsa and almost ruined the whole meal. Just go to the Qdoba right around the corner because I've never had a problem there.

I order a bowl and I paid for extra everything in my bowl which wasn’t cheap. They gave me the smallest amount of food and there wasn’t any extra in my bowl. I called the store and they don’t have an option to talk to someone. So I would either like a full refund or a remake ASAP…… this is unacceptable and I’ve had problems at this location before and I’m very disappointed

This location is truly not good. They have forgotten my protein on two separate occasions and handed me a bowl of veggies and cheese for pickup orders. If it were a one-time thing I’d get it, but totally leaving out the protein multiple times at the same location is wild.

I'm completely awed. How does something like THIS get served to a customer? Where's management? I've heard it's gone WAY down hill, but come ON. It was a pickup and I was not even about to go back once I got home. Sent a msg to main company: crickets. ALWAYS CHECK YOUR ORDERS BEFORE YOU LEAVE. I will NEVER set foot in any location ever again. Shitty customer service is an understatement . ETA: the "response" below is automated. Nobody is really responding to you. After I submitted, the "reply" popped up instantly. Don't buy into that BS. They don't care and it shows.

I chosed the Jeremiah Dream burrito that was terrific! Loved the new honey chicken. The serving is large/heavy and filling. Place was clean and all employees smiling and happy/helpful.

I try at all cost to refrain from writing bad reviews. However, I travel a portion of the state for work and have visited multiple chipotle restaurants - this particular Lansing location is a consistent train wreck to be polite and has earned it. The only thing consistent about this location is their inconsistency. Portions sizes are all over the board, food quality is mostly bad (salty, watery, dry, etc.), the majority of employees are seemingly half awake without any sense of urgency, and they want to have a picket line in front of the store while telling you the food "isn't safe". The line wait time during lunch is about 15 minutes if you're lucky. It's just bad 80% of the time. This is a top down issue that has been going on for a long time that should be investigated and addressed. I think you have a better chance at finding life in a cemetery than you do at this location.

I don't know whats going on with this place but the owner's really need to get their affairs in order. This place is constantly out of major ingredients. Almost daily they run out of something and halfway through the lunch rush no less. The staff is a whole separate bag of issues. They are consistently understaffed and the staff who are there couldn't seem to care one iota that people are waiting on them. There is no sense of urgency toward any action they take. It's actually impressive (in a sad way) how much the staff doesn't seem to care. Just today for example, I came in and there was no line or car waiting and yet the only two employees couldn't be bothered to leave the window prep area to make a single bowl. After waiting for 15 minutes, silently and with as much politeness as I could muster, one of the two employees finally comes over, barely makes my bowl as ordered, and when finally bagged, dropped it on the counter in front of me and without a single word in the ENTIRE interaction, walked back to the window prep area. I get that Chipotle is fast food masquerading as something better and the staff are never going to be stellar but good lord, at least hire people who aren't going to make your business look so terrible.

This place is the worst. Nice new building, but food items are not well-stocked. Don't do an app-order or it will most likely be wrong. When the food is prepared correctly, though, it is good.

Food was running out, service was terrible and not very clean in the restaurant. Disappointed by a restaurant that is normally a good spot.

Super accommodating and nice Chipotle. 10/10 would recommend. Staff was super nice. Nice outdoor seating, an outlet inside as well for using a laptop.

Service is continuously slow. Both the drive-through and in person dining. This has occurred on more than on one occasion. Employees are more concerned with talking and laughing than making food.

We stood there for about 5 minutes before being acknowledged. All of the employees saw us but continued to do whatever they were doing instead of serving us, some of which were just chitchatting with one another. Food wasn't bad but there were no forks or lids for my bowl.

The food is good when you order in person, although others have said they mess up online delivery orders, my online delivery orders are always correct and taste perfect just the way I like them, it would be nice if they had a wider variety of fountain drinks though

Seems like all of the bad reviews for this location are related to online ordering during the pandemic. That's unfortunate! This place is awesome and the staff are friendly. We frequent about once a month for the last year and have NEVER had an issue. Portion sizes are generous and the food is always FRESH and awesome!!! If you like Chipotle, give this location a shot!

How is this place even still in business? The service is slow. I've waited at the drive-through window for 10 minutes before anyone even came to it, even though I was in clear view to the entire production line. I've given them 4 chances, with each of the four having dishes that didn't match the tags. I waited in line to bring this to their attention and was forced back to the end of the line before my order correction would be made. I'm done. Oh, and each time their production line was half out of the supposed choices.

I love chipotle but this particular location is the worst. I've had numerous bad experiences. -They are always out of something (like beans or rice) -The service it terrible; it's just a bunch of teenagers leaning and when you ask for something, they can't be bothered to help -When I order online I expect to be able to pick it up from the drive thru window. When I showed up and while they were holding my order before my very eyes, they said that my order couldn't be given to me through the huge hole in the wall, meant for handing customers their orders and was told I HAD to come inside to get my food. - I once got an order with just lettuce and sour cream in a bowl. It was suppose to be a chicken burrito bowl. -AND this last order it was a steak burrito, it totally tasted like venison. I've eaten a bunch of venison in my years and that special gamey taste was very present in the first bite. It was either venison or there's something seriously wrong with their "beef". I'm done with this location!!!! I miss the days when the chipotle was in the Lansing mall, it's really gone down hill since then.

Everytime my mom orders from here yall always fill up my bowl not even half way and you do not give all the food items requested.

Well even after the pandemic they can't serve a good burrito. I ordered a chicken burrito with extra protein online. I went to pick up and it was 5:05 when I arrived 1 minute later, they handed me a bag. it was supposed to be ready at 5:10 because when I drove home less than ten minutes it was lukewarm Not hot at all!! So, this means either their food isn't hot, or they made it too early!! I don't think they even put one full scoop of chicken let alone any extra chicken! Will be going inside and watching from now on! Yes ate the other half next day!! no Chicken in it!!

It is always really gross inside and no employee has a role, and they definitely share the same brain cell. The food is always a disaster. Incorrect order all three times, meat being inedible, really bad portion control, chips being stale, etc. It was the clumpy nacho cheese that put the nail in the coffin for this place for me. I literally can never eat at a Chipotle again. The franchise is really doing themselves a disservice with this location.

the white rice i had with my bowl was EXTREMELY salty i asked for chips and queso never got my chips.. and in my side queso was a whole piece of steak!!? had to dump it in a whole different bowl to see what it was. every time i've gone it's been horrible

Went in to order a simple order & was told I had to order it online. No sign was posted saying this. So I have to order a quesadilla online & then come back in to pick it up or wait in a long drive-thru line to pick it up. Make it make sense. I can do without Chipotle.

Ordered and ate outside. Nice experience, restrooms were clean. It was chipotle, just like any other.

I was super bummed by my first experience at this Chipotle. This freestanding location is still brand new and looks great from the outside. The inside looked nice from what I saw also, but I got my order to go so I didn't go beyond the line and cash register. I ordered two Pollo Asado burrito bowls, one with extra chicken and queso. They were super generous with the guacamole and salsa on both, but pretty stingy on the sautéed veggies and extra queso. The chips we got looked like they were from two different batches and half were stale and the other half were really salty. The queso was so thick it didn't budge when held upside down. I was also charged for extra chicken and extra queso on BOTH of the bowls when it should have just been for one bowl and didn't catch it until after I left and got a good look at my receipt. With another location not too far away, we probably won't be back to this location any time soon.

Let me start by writing that I LOVE Chipotle. I have been a loyal customer for years. This location will make you question everything you believe about the company. First, they are always out of several things. Don't think it's just chicken. It's more like chicken, steak, lettuce, and sour cream all at once. The staff is also generally rude and make it their priority to make sure you leave as miserable as they clearly are.

Do not eat here! We ordered from here tonight with Uber eats. The bag that was delivered was taped by the restaurant and was clearly not tampered with by the driver. When we opened our food it was clear that someone had eaten out of our bowl and the tacos were smothered in liquid? Needless to say we threw it out and did not eat it! so disgusting!!!

GREAT FOOD. The workers suck. Check you bags EVERY-TIME. I've never been there when they've got my order correct. I usually do online pick up, but one time I ordered in person and even then, they forgot my chips. Luckily I remembered, but plenty of times I've left without checking my bad first. BAD MISTAKE. I used to go here A LOT. I love the food even if the service is horrible. I went today for a pickup. I ordered two bags of chips, and it only came with one. EVERY TIME I GO THEY MESS IT UP. STEP IT UP CHIPOTLE.

I'll start out by saying I LOVE CHIPOTLE. It's my go-to restaurant and when possibly i usually eat there 2-3 times a week. With that being said, this location is easily the worst chipotle I've ever been to. It was WAY better when it was in the lansing mall. I get the staffing issues but even when they're fully staffed the place is dirty, orders are almost always wrong, proportions are TERRIBLE, and I've waited over an hour past my pickup time to finally get my food on numerous occasions. It's about as poorly managed as any facility could be... This is my first time reviewing anything ever cause usually i just don't care enough but i love chipotle so much that I'm hoping this might push for new management or something because my 2-3 times a week has shrunk to about once a month and frankly I miss having a good, consistent chipotle in the area

If I could give negative stars, I would. So many red flags. Workers are very rude, and seem as if they're annoyed to do their job. They speak to you as if you're stupid. No drive through, mobile order only. Mobile order only lets you use card; not gift card. Lobby wasn't open due to "Short staff". No one was in the Mobile order line, nor the lobby and they STILL weren't taking any orders or serving anyone. They told us the lobby would be open an hour before it actually opened, so we waited an hour before getting our food. Lastly, the floors are disgusting. I will NOT be coming here again.

I've ordered from this location 3 times (even before the pandemic) and all 3 times they've gotten my order completely wrong. When I tried to call I got no answer for 20 minutes so I gave up.

I'd die for chipotle. Best post workout meal ever! The staff here is always so nice and polite. I've never had any issues :)

We had a great experience at this chipotle! It was clean, service was quick, food was great, and every employee we interacted with was sweet and friendly.

Worst chipotle ever dude. Like decide if you want to let people order inside or not. Service has went to shit since Covid but it's seven moths later so like figure it out. Order your food for a certain time and wait 45 minutes in the chipotle lane so your food is nice and cold when you get it. Get a grip people

Ordered a 9 dollar burrito on DoorDash with chicken beans rice guac cheese and sour cream and they gave me something that looked like it came from Taco Bell a quarter of the six they normally do and all that was on it was chicken.

Worst Chipotle location ever. Need to update their website. Not able to order inside and the drive thru is a mess. Business hours are never the same.

Two stars because the burrito was good. The chips were stale. And they charge for queso. Also way to pricey for the quality. Not recommended. Qdoba is the go to place for me.

Don't bother using the mobile app to make an order. They completely ignore their curbside pickup and make you get in the 30 car line to get your food. I was supposed to pick up my food at 1:00pm finally got it at 1:46 PM

Ordered bother Chipotle and Qdoba today to see which I liked best. Both burritos had the "same" ingredients on them, Chipotle won hands down NO contest. The meat in the burritos from Chipotle was much better quality and 2x as much in quantity. The price was also comparable until you consider how much more meat you get on the Chipotle burrito. I picked both orders up via curbside, Chipotle had a drive up window where at Qdoba you have to drive up and park and then call them to check in so they can bring out the food. When I arrived at Chipotle I pulled up to the pick up window and my food was ready, took maybe 30 seconds. I waited at least 10 minutes after calling at Qdoba, I did arrive about 7 minutes after my suggested pick up time. On a side note, the guacamole and chips were similar at both resturants.

Hands down the worst chipotle I've ever been to. If you order ahead plan on spending an hour in the drive through

Ordered my food on the app at noon for a 12:30 pickup. Got there at 12:28. Waited for my food until 12:58. Would have been faster to go through the line and eat in the store. My disappointment is immeasurable and my day is ruined.

Required to order online. Went through the drive through to pick it up. Got home and one of the bowls was COMPLETELY wrong. No one will answer the phone and when they do, they just hang up on you.

There online order and drive up pickup is horrible. Expect 30 minute plus minute wait! New quesadilla was nothing special, a little cold and soggy, maybe because of the 30 minute plus wait!

Ever since they relocated to this new location the quality and service really went downhill. They closed lobby and reduced hours to 1-8 probably because they simply cannot handle orders. Drive thru is always backed up. Not to mention 9/10 times there is always something wrong with my order to a point where i have to open it up to check before driving away otherwise I would have to get back in the long drive thru line to have it corrected. Yesterday was the final straw. My salad was missing the salad dressing. They added pico, sour cream, and beans which i did not want that made my salad a soppy mess. The ice cold steak was a great addition to the whole mess. Not to mention the disgusting brown guac they gave me.

I love chipotle. But this one sucks. I ordered on the app, which I have used at other Chipotle locations to much delight. I tried the Chipotlane and it was trash. Took way too long because I waited for one person to get their order. If the order isn't ready, just have them pull into a spot and bring it to their car. It prevents people who's order is ready from waiting needlessly.

Ordered online. Was a little early, car pickup, no line. Woman (Black woman, not trying to discriminate, no name tag on, but it's the only way I could think of describing her) gave me wrong order and had to go in and wait 15 minutes for my food. Even though when I was at the window they could've made it because there were no cars behind me. When she did give me my order she was completely unapologetic and quite rude. Normally when I have gotten food here the workers are nothing but kind and worked with me with problems in the past. Very disappointed that they have a complete bitch filling orders at the drive through. In general used to be my favorite restaurants but now is a complete shit hole compared to 2015.

Spent over a half hour waiting in mobile pick up line. Says they're open for in store pick up but there not. Will not be coming back.

Solid chipotle just like the others! Hate to see people giving 1 star reviews because they were hangry and a busy restaurant doesn't drop everything to please them. This location does a great job, it is the chipotle experience you expect.

I did a mobile order and picked it up. They didn't include 2 of the items I ordered and they were rude at the window. Also very small portions. The food was good but overall very disappointed with the service. Will not be coming back

ordered online and was 5 minutes early for my pickup time, was told to go back around and get back in line because we were early. the line was at least 10 cars long and so we go our food 20 minutes late. super rude at the window as well. forgot our drinks.