I was so excited to see a chipotle finally open up closer to where I live but every time I visit, something goes wrong. First time, we place a mobile order and selected our pick-up time. We show up and end up waiting over an hour for our order. The entire lobby was filled with customers waiting. We were there so long, I almost felt a kinship with the other customers by the end of the ordeal. The next time we go, the rice is barely cooked, it was literally crunchy. Enough said. This brings us to today. I place an order on the mobile app for chips and salsa and burritos. Come to find out they're out of chips. How convenient I've already paid for the chips and am told I can't get a refund or even a voucher to get the bag of chips next time. The girl just says to explain the situation and they'll give me the chips another time. I ask for her name but she would only give me the managers name. We'll see if they honor the bag of chips but at this point, I'm very underwhelmed with this location and will hope for better service once the Waynesboro location opens up. read more

So I went in, ordered, and went to pay. I had a free drink reward in my account, so I scanned the QR code to use it. I then asked the cashier if that scan also attached my rewards number to my order so I'd get points. He said no, I needed to scan my rewards too. So I did. He told me my total, and it seemed a bit high, so I questioned him and asked if my drink was taken off. He said yes. I was still a little hesitant because I knew the total was high, but I went ahead and paid. When I asked for a receipt, he had already crumpled it up and handed it to me that way. When I looked closer, I saw my drink was in fact not taken off. He said he'd need a manager to refund me for the drink. The manager was clearly unhappy with me, one of the least friendly interactions I've had with a manager. She told me that because I scanned my rewards after my free drink reward, it voided the free drink. But again, the employee is the one who told me to scan my rewards, and also told me my drink was taken off. Just an overly frustrating experience. I was given the wrong information by the employee, then made to feel guilty and stupid by the manager on top of it. read more

Holy Moses what a dirty, unfriendly, terrible Chipotle. I mean, that's the review. What, you want details? Well buckle up, buttercup. First, when I walked in the dining room was dirty. Trash on the floor. Tables not wiped. Chairs not reset. It just screamed "We don't give a single sugar honey iced tea about our customers!" Second, when I approached the counter literally NONE of the four front of house staff greeted me, opting instead to continue what must have been a riveting conversation amongst three of them. I stood at the counter for a full minute before the dude in the kitchen bothered to look up and reluctantly ask if he could help me (to which I replied: I certainly hope so because nobody else here seems interested). I had to repeat my order twice, had to ask for guac three times. At no point was eye contact made, a smile offered, or anything remotely close to friendly service attempted. Dude couldn't even close the bowl properly. I mean zero effort. Third, when I went to pay, the person taking my money (well, my card) made ZERO eye contact and literally avoided my effort to engage her. A faint and insincere "thanks" was offered, but she may as well have flipped me off. It was like that. Fourth, when I looked behind the counter I noticed that the entire kitchen was just a train wreck. Trash on the floor, complete with a discarded glove among the effluvium. The line was absolutely messy with food scraps littering every stainless steel surface. Brothers and sisters, I've been a station chef and a KM and I am here to tell you that if a kitchen looks like that, someone is GOING to get sick. If you can't wipe your station down and square away your line, how can I possibly trust you to know your hot and cold hold temps? How do I know you've washed your hands? How do I know you're properly running your dish line (wash, rinse, sanitise)? How can I trust your walk-ins are rotated? I mean do your people actually have their SafeServe certs or are you just putting people on the line and forging the paperwork? It's. That. Bad. Anyone who reads my reviews here knows that I am tough but fair. I will ALWAYS look for a positive. This time, however, there is no positive. I took a chance on the food I was reluctantly served and all I can say is I'm glad I live in a small apartment and the distance between my futon and the loo is slight. Absolutely, without doubt, the WORST restaurant--not just Chipotle, I mean worst RESTAURANT in Staunton. I will be phoning the health department tomorrow and sharing this review with them verbatim. Fire your staff. Clean your restaurant. Start over. For the love of all things good, do all three of these before you cause someone to become seriously ill with a food bourne pathogen. I am disgusted. Zero stars should be an option on Yelp. They could just call it "The Chipotle." EDITED TO ADD: The invitation to "talk to our team" in the response to this review is ludicrous on its face. Your store has reviews going back at least FOUR YEARS with the same complaints and the same response. Your priority if anything is reputation management and definitely NOT good service in a clean kitchen. The health department has been called. Have your "team" talk to them. read more

Each time there in the past year regardless the time of day...but especially evenings has been quite bad in every respect. It is by far the worst Chipotle experience of the many U.S. locations I have visited throughout the years. ---There is always one member of the crew I feel for there. She seems to know the rest of the crew and the product is careless, haphazard garbage. I question even the safety of eating that shameless sh*t. NOT even remotely worthy of the Chipotle name. read more

This location is crazy. Sometimes you get amazing food, sometimes it feels like they treat your order as general guidelines for what you're actually going to get. It's always very slow. Tonight I got two kids meals, they're out of some items, fine we got replacements, that happens, they miss one drink. We ordered whatever fancy chicken limited time offer thing, everyone got the basic chicken. They loaded up the taco box's we got for the adults with enough cheese for probably like 29 tacos lol, then gave only some of the actual toppings we ordered in little cups. Meat portions were wildly different for all tacos. This was ordered in the app, so there were no communication issues. I think the move if you really want chipotle in Staunton is to ensure you dine in so you can verify you're getting what you ordered. read more

Pros: the staff are super nice. One even gave me a free little container of beans for my toddler when I asked for them. Cons: The tables all needed to be bussed. And I mean ALL of them. The condiments were lacking, as there was literally one bottle of Tabasco out and there were no salt packets. ALL, and I mean ALL of the trash cans were full. At one point, my wife was puzzling over which of the three overflowing bins to throw the trash when an employee came walking toward her. "Oh, good," she thought. "He must be here to empty the bins." Nope, he passed right by and exited Chipotle and walked into Jersey Mike's next door. Also, the men's bathroom was in disgusting condition. There were no paper towels and the trashcan, like the rest of them, was filled to the brim. And the music deserves its own review, but I'll just tag a summary on the end of this one. Suffice it to say it was intrusive and obnoxious. One "song" was literally just a woman's auto-tuned chortle over a synth beat and I swear it was adversely affecting our toddler's eating, because as soon as we got him outside where we couldn't hear the music, he actually began to eat. Chipotle, do something about your environment. The tables were messy, the trash bins were overflowing, the bathrooms were gross, and the cacophony of noise played over the speakers did not qualify as music. The staff are nice, but things are not getting done. It just feels like they want to do the bare minimum. read more

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4th visit and this place is still disgusting and dirty. The rice is hard, the chicken was cooked hours ago, the grill looks like they just cooking over old food from days ago, no cleaning in between. 5 people working. I'm the only customer and no one is cleaning up. This place needs to shut down before someone gets sick if they haven't already. This restaurant is breaking all kinds of codes. Little portions and they have the nerve not to serve fresh food. Someone call the health inspector fast... read more

This location was drive-thru and online orders only. There were a bunch of employees inside just standing around, but only two working on filling orders. We did an online order and was given a pickup time, but it was still late, and the chicken was cold. Hopefully once walk in ordering is available this location will be better. read more

Chipotle Mexican Grill - Ordering - Fast Food Near Me - Staunton, Virginia

Cold food, sparse portions. Staff does not listen. Dirty place....crunchy rice, black lettuce.

Visited this location tonight, as I was waiting in line, I watched the one person behind the counter prepare food, go to the register, cash someone out and go back to preparing food with the same gloves. He did this repeatedly with every customer. Isn't that a health violation? Walked out and never ordered. There were multiple employees and he was the only one preparing food and cashing out on the register. Health hazard! read more

Easily the worst chipotle I've ever been to. To start, there seemed to only be one employee working. She had to handle all of the mobile orders which left the in-store line unattended. I waited for about five minutes and was about to leave before two more employees emerged from the back. No clue what they were doing as the kitchen was in full view with nobody even cooking. I am glad I did not mobile order because multiple people who had ordered ahead kept returning to the counter to note how their order was either wrong or missing items. After I did get me food, I sat in the dining room. It was filthy. Every table had remnants of food and clearly had not been cleaned all day. Moreover, I could not clean it myself as all the napkin dispensers were empty. Terrible experience all around just for a quick bite. read more

Title: Terrible Service and Lackluster Food Quality During my recent visit to Chipotle Mexican Grill in Staunton, Virginia, I had the unfortunate experience of encountering terrible service and lackluster food quality. With a rating of 1 out of 5, this was by far the worst Chipotle experience I have ever had. The atmosphere and ambiance of the restaurant were disappointing. The establishment appeared dirty and dark, which did not contribute to an enjoyable dining experience. Furthermore, the morale of the customer service representatives was noticeably low, resulting in lackluster service. The service quality was terrible. When I ordered guacamole, it arrived dark brown instead of the vibrant green as advertised on the mobile apps. When I brought this to the attention of the staff, they simply took it to the back and returned with the same unappetizing brown guacamole, indicating that it was still good to eat. Their dismissive attitude and lack of concern for the discrepancy between the advertised and actual product was disheartening. In addition, the food quality and presentation were awful. The steak in the two burrito bowls I ordered was overcooked, dry, and tasteless. The entire bowl was served cold, and several ingredients were missing as per my order on the app. It was clear that attention to detail and quality control were lacking at this location. Despite offering a variety of choices on their menu, the lack of quality behind these options made the experience even more disappointing. The pricing did not align with the poor food quality and service received, further diminishing the value for money. Cleanliness and hygiene were also major concerns during my visit. The overall cleanliness of the restaurant left much to be desired, adding to the overall negative impression. In conclusion, my visit to Chipotle in Staunton, Virginia was an extremely disappointing one. The combination of terrible service, awful food quality, and lack of attention to cleanliness and detail made this the worst Chipotle experience I have ever had. I sincerely hope that the corporate or management team takes notice of the issues at this location and works to improve the overall experience for future customers. --- UPDATE Wed, Jan 3, 2024 7:04 PM Below is the email response sent to me after submitting the comment to their online feedback form located at https://www.chipotle.com/contact-us Chipotle Support Zachery, Thank you so much for reaching out and letting us know about your recent experience with us. I am so sorry to hear this happened. Here at Chipotle, we pride ourselves on our high standards when it comes to food safety and cleanliness. I'm looping in our Staunton leadership team to address this immediately. We appreciate you taking the time to share your feedback so that we can work to improve before your next visit. Sincerely, Sommer Coordinator, Customer Care read more

Trash, don't waist your time, we are extremely disappointed. I just got back in from a week long out of town trip coupled with a horible flight experience. I did not have the energy to cook once I got home. I hadn't had Chipotle in years. was tired and hadn't had Chipotle in a long time. We Doordashed the food and it only took a few minutes for the Dasher to bring it. Well I have to tell you... The rice was not fully cooked, I am not sure what the ocasional crunch was, I am assuming it was tips of thicken that was cooked too long. The food was cold (inexcusable) when we got it. The "Large" chips and salsa is pathetic. I added pictures for you to be the judge. To be fair to Chipotle, I did not call them. I didn't want them to offer "shush prizes." Needless to say, my money will not be spent there anymore. read more

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They are supposed to open at 10:45am sat outside till 11am with other customers, doors still closed. Employees didn't even look up at everyone pulling and knocking. Frankly you should be open at the time you say you open. read more

Wow, I wish Yelp! Was integrated with Google maps! Had I known how absolutely terrible this location was it wouldn't have served us our 3 meals as weary travelers almost home in Bedford. First line at the counter couldn't keep his eyes off the girls at the front of the building, piling rice and meats only to one side of the bowl and the rest on the counter. He managed to give my husband almost 2 full servings of chicken due to his inattention. Asked me if I wanted 'that new steak' when I ordered half chicken half steak. Mild salsa/pico must have been mixed w hot salsa as my mouth is still on fire, and I'm truly someone who enjoys some heat but chose only mild/pico due to traveling. All of us wanted guac but none was available. Had to go back to the counter for silverware as there was none at all by the drinks at 7:30 pm on a Saturday. God bless, it was quick on and off the interstate but I truly hope someone sees this and goes elsewhere. Chipotle really needs to step in and take a hand with this location! !! read more

I give this store one star for the only performing employee of the 5 employees present- the other four employees did not engage or offer assistance to the growing number of customers during the dinner hour- the young woman at the cash register had the refined skills of a rock- no expression, no gratitude, no personality- The food was typical of the Chipotle brand but I just can't tolerate poor service with the exception of the one employee taking the orders and preparing the meals, the others might do well on working on good customer relations- read more

The reviews calling this "the worst Chipotle I've been too" are accurate. Likewise for very poor disinterested workers with a giant line in the lobby and drive thru. I think one worker even went into the single bathroom and barricaded himself in their for our entire meal. read more

Chicken was so burnt and salty we couldn't even eat it. Made me sick. Total waste of 27$ read more

Chipotle Mexican Grill - Fast Food Near Me - Staunton, Virginia

Store and outside eating area were disgusting. Tables and floors covered with food and trash. . No one keeping it clean.

Where do I even begin. This chipotle was easily the worst experience I have ever had. When I went to pay, I had a coupon for a free entree. I asked the guy working at the register if that included the guac I got. He had no clue. I scanned my coupon and I asked if it went through. He had no clue. He told me I had to pay for the guac so I tapped my card and asked if it went through. He had no clue. Then he proceeded to stare me down for 30-45 seconds as I'm waiting for him to hand me my bowl. This was a strange encounter and unwelcoming experience for me, and it was extremely clear that he did not care whatsoever about providing reasonable service. What happened next is disgusting and appalling. My friend was also ordering a bowl and he asked for pico, but they were out and had to get a new container. When the worker opened the lid of the container, she turned and threw it full force at the table behind her. As she's putting the container in the counter, the corner of the container catches the edge of the bowl and spills about half of the bowl into the pico container. Without missing a beat, the worker removes the spilled food from the pico container using her hand and a spoon. Her hand. In the pico. Touching our food. And putting it BACK in the bowl. She didn't apologize let alone acknowledge this. The icing on the cake was that this restaurant was absolutely filthy. The countertops where food was prepared had rice, beans, sour cream were spilled everywhere which was disgusting. The trash was overflowing and was clearly neglected. Suffice to say, I will never be visiting this establishment in the future. Also, the host working at the time was Kimberly. Do better chipotle read more

Sad to say I agree with all the other reviews. Chipoltle is our favorite fast food place, but this location is the worst one I've ever been to and now we go way out of our way to go the next closest one because we will never come back to this one. We have never had a good experience here: service-wise, food-wise - pretty much all around bad. We will always pass this one up and find another one to go to. read more

Chicken was cold, manager refused to refund our money, very rude staff!!! Go somewhere else to eat!!!! The grills were full of charred food and the back of the kitchen had trash stacked up, read more

TEENY TINY PORTIONS!!!!! Everyone in line was asking for more food and they would add like a quarter of a spoonful more. Not going back read more

Chipotle Mexican Grill - Fast Food Near Me - Staunton, Virginia

The staff was SO nice and good vibes, even though we arrived late. They were patient with my extra requests and anticipated my needs frequently. My bowl was loaded and I felt like I was getting what I was paying for. I usually have bad experiences at Chipotles but this one was great! I hope those people have good lives!! read more

Ordered 3 bowls. Guess how many were correct - 0! Yep, 0 for 3 at chipotle. I bet this location is owned by the same as Harrisonburg. Mistakes every time! read more

Complete garbage. I should of know better but went into this place 45 mins before closing and asked for the carne asada and this completely overcooked, burnt, nasty crappy stuff at the bottom of the pan was scooped in a bowl with rice and before the server could go on I asked, stop! Would you eat that? The server said we close in 45 mins.... That's the best answer you can give me I was thinking to myself. I said no thanks, and walked out. Now what I would expect to happen is something like this BEFORE the server scooped that crap out, "Sir, we are not cooking anymore carne asada but would you be interested in chicken?". Nope, Nada, nothing. The server was willing to sell me the worst looking meat that has been cooking in that pan for hours it looked like. Eat at your own risk. read more

Hands down the worst Chipotle I've been too. Just pick up the pace and get complete managing and you'll be alright. read more

Once again Staunton gets the worst location in the entire franchise. 90% of the time the restaurant is closed except for the drive thru. The employees must be too busy standing out front smoking. The restaurant is filthy and the employees spend most of their time huddled around talking or arguing with each other. This restaurant desperately needs corporate to send in someone to properly train their employees. I'd be embarrassed if this was my franchise. Food is either improperly prepared or missing ingredients. We've given this location multiple tries in hopes they'll improve, but it appears to be a lost cause. Save your money and go elsewhere. read more

Just don't even bother coming here yet. They're only open for drive through and mobile orders. Sounds normal during COVID right? Here's the catch, if you order online or via the mobile app, you're forced to wait in the drive through line with every one else including those who have not ordered. Doors are locked forcing you to wait in the "digital pickup" line. Food is cold and poorly prepped....This has to be one of the worst restaurant openings and one of the worst chipotle I have ever seen. I placed a prepaid mobile order in at 5:58pm and was told it would be ready at 6:30pm. It's now 7:01 and I've only moved 20 feet in the drive through...They need to just shut down and try again... read more

Worst service Ive ever had at a Chipotle. The person fixing our food never spoke to us once, acted like she was mad she even worked there

I just parked and walked in to order and was immediately told they would not take my on-person order. I was rudely told to order via mobile-ordering and they would get to my order after they finished what they were doing. And I would need to go through the drive through to pick it up. The store is not closed for in person ordering. The door is unlocked. There is no signage on the door noting this. There were numerous employees working. Worst Chipotle in VA. Never ever experienced such poor customer service in any other location. read more

The New Chipotle's in Staunton is a joke. The doors are locked with a not explaining how you have to order on line and then your told when you can come back a pick you order up. We did that last week and had to come back an hour later to pick up our meal and it was cold. Absolutely ridiculous. I sure hope the one in Waynesboro is better read more

This is the WORST Chipotle I've ever been to and I have been to quite a few. I have been to this location 4 different times and it is ALWAYS dirty, poor customer service, employees not knowing how to wrap a burrito, out of everything and agin POOR CUSTOMER SERVICE!!!! I wish I could give a negative star. Do yourself a favor and stay away from this Chipotle because you will be DISAPPOINTED. And P.S they don't have to wear mask,which ok fine I'm not the mask police, but if employees don't have to wear mask, they need to have good personal hygiene and not be so eager to talk over your food. read more

Awful miscommunication and they're playing around too much. Unprofessional! The food is kinda OK. They didn't keep environment clean

They are out of something every time I come here. First visit- - out of steak - out of corn Second visit- - out of lettuce This sucks, I moved here almost a year ago and the location I used to go to was perfect every time. Hopefully things change. read more

I have eaten A LOT of Chipotle in my lifetime. This is by far the WORST run Chipotle I have ever seen. Show up in person? You're not allowed to order because they are only accepting online orders. Try to order online? Nope this is unavailable or "booked out". Don't even get me started on the fact that every time i've been there so far, half the staff isn't wearing masks properly or practicing proper hygiene while preparing FOOD. Absolute disaster of a location right now. read more

This Chipotle is in desperate need of leadership. You have to park, exit your vehicle and get to the door to read a piece of paper that says they are only serving via their drive thru. It's unfortunate because there were 4 employees just standing around inside, obviously doing nothing. You get back in your vehicle and drive around the building, only to find that it isn't a drive thru- it's only a window to pick up your online-app order! They told me they wouldn't let me order, that I had to go and park, download their app, put in my order and it would tell me what time I could pick it up. "But I'm right here, right now.?!" I said to hell with it and left. It's asinine ways of doing business that will make me never return- ever...and write a warning review to the public. This Chipotle is a failure. read more

I have been going Chipotle since 2002. This one was one of the worst. Tables not cleaned, trash left on tables and watched the staffer look at, grab a drink and do nothing about it. Mind you, she had down time, with no one at the counter. read more

there was no guac, devastating. i had been looking forward to getting guacamole in my bowl since i got to work at 7am then i finally got here after work at 8:30pm and they were out. absolutely soul crushing read more

I can't believe that, after months in business, this place is still constantly out of ingredients. I've ordered from here at least four times and never received a correct order. Total waste of money. read more