I ordered cheese, sour cream, white rice and steak. They put this tannish spicy stuff into my food. I cannot handle spice it rips apart my stomach. I also don't understand why that would even be added into my food when my order is extremely simple. The little girl working at the window who made me food needs to get a new job this is ridiculous. read more

Service was rude and rushed. Now I know that Chipotle's are hurried and usually busy. I was the only person in line. Rice was hard & not enough of toppings in the bowl to keep them from being dry as well. The least amount of chicken I've ever received. Sad because it's been a long time since I've been so I was looking forward to it. read more

The food is good! The service is awful! We had to wait to pick up an online order for an hour, when we got our order it was cold!

ordered extra sour cream and barley got any. Food is good just mad I paid extra for something I didn't get.

I have been to this location several times since it opened less than a year ago. At first, it was a great place. But the last at least 3 times I have been here, my order has been incorrect. Last night I placed an online order at around 8:30 pm, knowing they are open until 10pm. I selected a 9:40 pick up time because I was picking the rest of my group up at 10 pm when they got off work. My order was ready but I felt like it was practically thrown at me threw the Chipotelane window. I was like okay, no big deal. Maybe she just reached too far out. Upon getting home after I picked up the others, not one bowl in the order was correct. The lids were mixed on two of the bowls, so I ended up with a steak bowl but ordered a veggie bowl. That could have been an easy fix, but my daughter wasn't paying attention and had already stated eating mine. Still, I was fine with that until we started comparing ingredients. NONE of the bowls had salsa, although we all ordered 2 kinds of salsa. The steak was not great and I left most of it. There was no guacamole anywhere on the veggie bowl. One of the bowls was missing lettuce, although another one did have it. This is literally the third time I have gone here and not gotten what I ordered in my bowl. I usually don't complain but this is ridiculous. I don't understand how online orders can get so messed up. I've worked in fast food before. I know mistakes happen, but seriously?? I think the owner might want to reevaluate things at this one. It used to be great when it first opened. Not so much anymore. I won't be back for a long time. read more

My husband ordered a chicken bowl with guacamole and I ordered a veggie bowl. My 6 year old son is super picky so all he wanted was a side of rice. The girl put a scoop of rice into a bowl and I told her that was plenty because he wouldn't eat anymore. I also added 3 watermelon limeades to my order at checkout. After looking at my bill I asked why I was charged for 2 veggie bowls when all I got was a little rice in one. I was told that is what they have to charge me. I was irritated but just paid the bill and went to grab drinks. They were out of watermelon limeade along with all of the specialty drinks except for lemonade. The area around the drink fountains was FILTHY! I grumbled to myself and let the boy that checked us out know that they were out of the watermelon limeade. He didn't seem to care one bit. He was frazzled just using the cash register and had to make 2 transactions because he forgot to charge me for the drinks. We went to sit down and EVERY SINGLE TABLE was dirty, the floors were filthy, it was DISGUSTING. I wiped down a table myself so that we could sit down. After my son took a bite of his rice, he decided it didn't have much flavor and wanted a little queso on it. I went up and told the girl it wasn't her fault but that my son wanted a little queso over his rice. She told me it would be a two minute wait. She said she couldn't get it from the station at the drive thru because we had already paid. I sat back down and started eating and waited for someone to bring out queso. No one showed up, so after my husband was finished eating I sent him back to the register. He explained the situation again and was told he would have to pay extra! He told the girl he had already paid almost $9 for a scoop of rice. He looked over at me and asked what he should do. I told him to forget it and that no one ever said there would be a charge. The girl pointed to the sign where it says that queso is extra. I told her that I understood, however we weren't paying extra for a little spoon of queso when we had paid $9 for a scoop of rice with nothing on it. The workers just stood there staring at us like they didn't know what to do. No one apologized or offered to help. I saw what appeared to be a manager at the counter but she acted like she didn't notice what was going on even though I saw that she had been listening. Needless to say, I spent over $50 on dinner for 2 adults and a 6 year old and I am FURIOUS! We have been to several Chipotles and have NEVER had an issue. As we were leaving, my husband went to throw the trash away and the trash cans were overflowing. He had to push down the trash with his bare hands just to put our bag in the container. I am disgusted, furious and feel like I was ripped off. This is a brand new location in Norwalk, Ohio and there is no excuse for a place to be so dirty. Also, it appears that no one is trained in how to handle a customer service issues. We will NEVER go back to that location and I will be spreading the word about our experience. read more