5 Stars for the Food, 0 Stars for My Margarita Dreams Our journey began at another Chipotle, which we fled like it was a cheese-less dystopia--because, well, it was. No cheese? In this economy? We left immediately, traumatized but determined. Enter this glorious Chipotle: the chosen one. Not only did they have cheese, they basically gave us enough food to feed a small village. The bowls were so packed, I had to sign a waiver before lifting mine. I half expected a drumroll when they handed it over. Fresh, flavorful, and high-quality--honestly, the guac alone deserves its own fan club. But alas, no tale of triumph is without its tragedy. Despite boldly advertising margaritas on the menu like some kind of salty-tequila siren song, they--and I cannot stress this enough--have never had margaritas. Ever. It's like being promised Disneyland and ending up in a parking lot with good burritos. So, in summary: come for the food, stay for the portion sizes, and mourn the cocktail that never was. read more

Worst chipotle ever. Not enough employees that care about anything. It's like zombies trying to anything but work. This place has gone down hill big time. Never again at this location. read more

I ordered a burrito bowl to go and there was a lot of hard rice making it almost unedible. I would have returned it if I wasn't so busy. The place was filthy. There was garbage all over the floor. There was only one person in the line for food. Why isn't anyone cleaning up the place? read more

I got here at 640 it's 730 now that im up at the front of the line theres no food left! No chicken, steak, rice or vinaigrette!!! The Cortez sassy self wasn't being cordial when people are asking why is it running this way?! Vibes and attitudes all crappy!! read more

For the last two years, this chipotle has been incredibly terrible-poor quality, online orders only when you show up, out of staples, dirty parking lot, slow service. I let my son go here often, because he wants it and its close. I finally got a bowl too. Dry or under cooked rice, mealy chicken, covered in way too much sour cream. After my complaining, my son said, "and this isn't even the worse I've had from there". Never more than 1or 2 customers in line, so the district management knows it blows. But they consistently are giving the middle finger to Willoughby by not fixing or not closing. A hard earned 1 star read more

So i have not been to location in about 6 months. I stopped in today hoping enough time had passed and it would be better. NOPE! I walk in at 7:42 pm they don't close till like 10:00 pm. The lady behind the counter looks at the 4 ppl in line and then tells me after those customers they aren't taking any more in-person orders. Why not? She's like "you can order on line". What's the difference? And when ever i order on line my order is always wrong!!!! This location is consistently the worse! read more

Always slow, frequently mess up orders. Also often has issues with staffing, so they only accepting mobile orders online orders. Workstation is messy and sloppy. read more

this place blows. never come here, I wouldn't even come here if I was starving and needed food to live because if I ended up waiting in line for 27 minutes and survived that long starving to death, by the time I got to ordering they wouldn't have any food. This place is abysmal and should not exist anymore. Whoever manages or owns this location should sell the place, quit so it gets better workers or simply, I know this sound insane, hire better workers. read more

This place is consistently slow with multiple people in line, the white rice has WAY too much lime, and the Brisket is always charred and dry. Last time I went they ran out of cheese at 6pm. The workers have no sense of urgency or pride in their work. The place might as well be strictly a drive thru because nobody sits inside but I wouldn't waste my gas waiting 25 minutes in line for subpar food/service. This place needs some serious intervention. read more

My online order was ready on time and everything was correct but the food tasted off. The beans were still firm, and the chicken didn't taste like it usually does at other stores. read more

Slowest chipotle in existence. Everyone standing around like there aren't customers out the door...

It's honestly sad... 4 employees sitting down having dinner with a baby, barely in uniform and guess what? ONLINE ONLY. How is this ok? This is an everyday thing for this location and it should be shut down. It's insane that the employees are sitting down in the lobby with an infant having dinner. read more

Chipotle Mexican Grill - 4 employees and a baby. Only 1 in uniform. Sitting down literally having dinner. Online orders only. - Mexican Near Me - Willoughby, Ohio

No one making food? A line of people standing around for 15 minutes and there's no one at the counter. Some zombie like person in the back is stirring rice like a medicated human robot staring into space. Everyone's looking around wondering what's going on, meanwhile people piling up to pick up their orders. Non-existent management. Stay away from this place. read more

Horrible, dirty, nasty, feels like a dungeon place. Staff doesn't care about customers or customer service. The counter was dirty and they couldn't even clean it. Mind you, there was only one customs in the restaurant. The food looked cold and old. I asked the server behind the counter for fresh pico as the one he was going to serve me looked like cooked tomatoes. It looked like to sat too long under the lamp. He pulls out a "fresh" one out of the cooler and pours the old one on top of the new one. I couldn't take it and walked out. Save your money! Go somewhere else where they care about you! There is a reason this place has one star rating. read more

Chipotle Mexican Grill - Dirty counters - Mexican Near Me - Willoughby, Ohio

We ordered our food for our family and it said it would be ready at 12:10 PM we arrived a bit early as to get more food for ourselves, and there were six other people outside waiting for their food. The doors were locked and some of the people said their orders were supposed to be ready by 11 AM. I called the store and was told by a employee that the store was still closed and would be for at least another hour, and nobody's food was ready and wouldn't be ready for another hour. What the hell chipotle. read more

Most recently this Chipotle has not been satisfactory. The last couple of times I have gone you have to order online. The only problem with ordering online is you can't talk to a human being and the robot is hard to communicate with. You should be more concerned with the people who have to drive out of their way to go there and not the people online. The only reason I left 2 stars is because this establishment used to be satisfactory. read more

The weight is always way too long. It's always online only and always something out like chicken ?

8 people in line as I arrived at 11:18. 6 employees behind the counter. One who should be in a hair net with white, orange, yellow and red long hair. Must be the manager because she walks in and out of the store to take breaks at her truck. In the meantime I am joined with 6 others who are there to pick up mobile orders. Not once were any of us acknowledged or asked what the name on our orders were. When the manager came back in the store, she was asked about our orders. The reply was, we're working on it. I asked the other customer what time was his pick up. He replied 11:00. That was 25 minutes ago. Service is slow, the food was less than desirable, considering I ordered a salad and it was a sloppy mess when I got back to my office. If you want to earn $15 an hour, then act like it . Take some pride in yourself and your work. If not, leave. Oh, while you are at it how about fixing your fountain drink dispenser. read more

I place an online order and as soon as I walked in I was stared at by four people. It felt eerie inside. It's a restaurant. I ordered queso, a drink, chips, and vinaigrette and I got none except for the drink and chips only after I asked. I paid extra for nothing. The employees didn't care. In fact, I don't think they even made any vinaigrette or queso. Please go to any other chipotle location. read more

Every time I go there there's a hour and a half wait on in store pick up orders very terrible service

Absolutely ridiculous. Every single time we visit this location, we have issues. An hour before closing, they already start cleaning & putting their chairs up. Usually, the lights on the building are off. If you want anything that isn't already cooked - you're SOL. Moving on to today, we visited - not one person in front of us. But all of the meats and rice were low, my first bowl emptied the rest of the rice. The steak was non-existent. So I asked for carne asada.. the guy grabbed carnitas. I said no, I want carne asada. He shook his head yes and continued to put the carnitas on my bowl. I moved on, obviously he didn't care.. I didn't feel like saying anything because I already felt this crap storm coming when we visited this location. The lady at the cash register was in such a rush to check us out.. my husband didn't even have meat on his bowl yet (he was waiting on steak to be done). So whatever.. I paid. 10mins later he was finally getting his bowl finished up. Come to find out, he got double meat and they were upset that it didn't get rung up. Not my fault - you rushed us. I stood there with my ancy two year old while the workers mumbled and didn't help out the others. My husband then asked for gauc and they said it's already in a bag. He wanted his own - I don't know what he wants to eat but that's what happens when you ask the first person what the second person is ordering.. JUST so you can ring them out but yet they're still waiting around. Welp, you didn't let us finish the order correctly. Why rush customers when they're standing around waiting for things to be cooked by you? When things are "low" they should be re-filled. They wait till it's gone before they take any action. Management should take a look and see how the employees handle customers or food at this location. Such a ridiculous waste of time. What a joke. Won't be visiting again, we have given far too many chances. read more

Chipotle Mexican Grill - Taken at 8:45pm & they close at 10pm today. The chairs are put up and the rugs are rolled. - Mexican Near Me - Willoughby, Ohio

See all

So bad it's almost funny. I got there and they were backed up by more than half an hour. They were online-only with nobody out front to talk to customers, and acted like we were being a pain when people tried to find someone to ask questions. One person got their order stolen before they could pick it up, because the employees were just leaving the ready orders out front without anybody watching them. When people got fed up and started asking to cancel their orders, they were told nobody in the store can do that - you can only get a refund through the app, or if you ordered through the website you had to contact corporate to do it. An employee shouted at a customer and told her to leave when she complained, and she had to call the cops and have them deal with it because the employees were basically trying to kick her out and keep her money. Not nearly worth the time and effort for a mediocre burrito. read more

My family went here and this happened to them at same place . Racist person who took original video assumed this was nothing but a karen complaining but it was over an hour of waiting for pre paid app food while watching others walk through the door and get their food right away. read more

Chipotle Mexican Grill - Willoughby chipotle - Mexican Near Me - Willoughby, Ohio

See all

I am a huge chipotle person and have been to many locations. This is by far one of the worst. I walked in and there were no customers in line. There were 4 workers. One guy was in the kitchen not doing anything and went on his phone. There was a girl who was sweeping and when I walked in she said "I don't want to be on line" meaning she didn't want to take orders. God forbid she has to do her job. Then she finished sweeping and cleaning and didn't even change her gloves before making my order. Then she was rude and had an attitude. When I went to check out I had a free bowl but I wasn't able to use it. That would've been nice to know before ordering. There wasn't a sign or anything anywhere letting me know that. I'm super frustrated and won't be going here again. read more

Arrived for dinner rush to find dirty work stations and cashier announced they were out of chips,chicken and steak for the evening. The employees had poor knowledge of Chipotle burrito making as well, very slow. I am a local and visit the store quite a bit and will not be returning. read more

Place is a mess. Food all over the counter. Everything in the bid look old. I walked right out. Didn't even bother taking to anyone. They all looked high or have personal hygiene issues... read more

Arrived at opening; 10:45 AM today, April 1, 2023. The kitchen behind the counter was filthy, the pots they were cooking the food in were filthy with dried beans and juice spewing over the sides of the pot. The hot table with the pans of food were filthy. There was dried food on the pans and they were putting fresh food into the old food with crusty, older dried food in the bottom of the pans. The floor in the dining area was covered with chips. The drinking fountain was not put together and there was no ice. An employee was using his bare hands to scoop cooked rice out of a pot and put it into the hot table. This is unreal. Where. Is. The. Management?! read more

Third time in a row I ordered a bowl and a salad and they didn't include the dressing. Ordered online and the app wouldn't allow me to update my cc info. Said I had to pay the cashier when I picked up. The cashier was clueless. Made me step aside while she cashed out three other customers. She went and got the manager who was not pleased I needed attention. Asked for the missing dressing and she made me wait while she cashed out two more customers. Got home and the rice was a glueball, way too much hot salsa and the chicken was overcooked. I've been going to Chipotle since they arrived, countless orders. This was the last time. The employees are obviously very underpaid and sullen, the quality control is nearly nonexistent, and it's apparent the franchise owner doesn't give a damn. Pay a living wage, act as if you care, and deliver what used to be a quality product! read more

Food here is always cold and 3 seperate times theres been a sign on the window saying online only during dinner hours this place sucks

Just had the absolute worst customer experience in the Willoughby Chipotle. My online order was scheduled for a 12:30 pickup, at 1:00 with still no sign of any orders coming out the customer next to me asked when they would be getting to our orders. The employee proceeded to yell at us (even though I hadn't even asked) that we had to be patient and that it was our problem the food was so late not hers. Yes, she actually said that. I left and now Chipotle only wants to offer me a free side instead of refunding the meal I never recieved. I'll never be back. Not sure I've ever seen someone in customer service speak so rudely to customers before. read more

Filthy. And comical. As soon as I entered, an employee yells "out of sour cream, white rice, queso, and chicken!". And then some little dude tells me "when you order, say it continuously." Yeah, he was ignored, but not before a comical laugh. Beware. Extremely dirty. Extremely rude. And don't bother to try to contact them. Place doesn't have a competent manager else the filth witnessed tonight would have been addressed somehow. Yet, it never fails. Poor service. And a solid L for this location. Won't be back. read more

Worst chipotle. All doors were locked but one on the front of the building. I walked in, zero employees, zero customers. Someone eventually emerged from the kitchen and I was told they are only taking online orders today meaning only able to use the app. Several more people tried to enter the lock doors some left, those customers who did make it in the door were also told they could only place online orders or use the app and at least eight customers left. Only one girl while I was there stayed and placed her order on the app. this place was like a ghost town. You never see a Chipotle like that. They are always packed lines always out the door. Also, I asked why they didn't put a sign on the door, they told me because people take pictures. I don't know who owns or manages the Chipotle, but this is not good for business, and I feel sorry that there isn't good workers that want to work and do their job. I don't know what the other workers were doing. I was told there are no peppers and onions, there are never any peppers and onions at this chipotle. I don't normally leave reviews I don't like leaving negative reviews. But this was not a good experience and I feel that it was necessary to let the owners know what's happening. This was a weekend at lunchtime. read more

Why is it that these Chipotle are saying open til 11 but closing at1030 and 10pm not understanding. And making sure you're paying more money for less food read more

Service was horrible, waited 10 minutes just to be checked out after my bowl was made. They were out of rice, chips, ice, and chicken. The coke ratio was off and it came out clear. My food was cold and stale. Worst Chipotle I've ever had. read more

staff is extremely rude online only no sign on door laughing at customers when they walk out disgusting chips small bowls when you try to complain on the app they just continue to say goodbye read more

Garbage over flowing, tables are a mess. No veggies, no salad dressing. One washroom out of service. The place needs some management.

I will drive 20 minutes to the chipotle in Mentor rather than go this one. I would drive an hour to go to another chipotle. The locations in Mentor, Concord, Mayfield are all leaps and bounds better than this. I've probably had chipotle at 100 different locations and this one is easily the worst. I've gone to this specific location 5 times to give it a fair shot and it's the same every time. All other chipotle locations should be ashamed that this one even exists. The employees here are messy, indifferent, and unorganized- it's always chaos. The rice is extremely greasy, and the meat is dry and over seasoned. read more

Everytime I go here they're out of everything. The workers are rude and barely listen. They need to keep on top of ordering things. This is the 3rd time I've been here in two weeks and everything is out. read more

I came in for dinner tonight and it was about an hour wait. Not only was there about 25 people in line, there was also about 10 people waiting for their online orders. Not only was the wait horrendous, but they barely gave us any chicken or rice on our burritos. The portions were extremely smaller than normal. I've never had a skinny burrito until now. Super disappointed! read more

I've always gone to this location, it's by my house and I've never had any problems whatsoever, that is until today. At first no problems, the guy serving us was just amazing and really did his job well and exceeded our expectations! When he finished making our bowl.. no one rang us up. (There were only 2 people working ). The lady was working as a cashier but as soon as it was our turn to pay she purposely put on the gloves and started making the bowls. Which led us to literally pack our own bag with the food that was made. We were standing there while they made about 7 bowls. Then the lady FINALLY noticed our struggles after we asked someone kindly to help us pay, but she had the audacity to get all sassy with us. I will never go to this location again. Ruined our day. I would rather drive to the other location in Mentor to get the service I am paying for. read more