All the reviews for this location are 100 percent accurate. They should just close it. Horrible management, horrible staff and it's absolutely filthy inside. How does this franchisee not fix it? read more

This place is AWFUL... the food is cold and over cooked which is isn't even the worst part. The service and attitude of the employees is so bad. There's no leadership or order. The place is a mess. They are on their phones or walking around having conversations with each other, not acknowledging there is a customer in front of them. I spent 26.00 on a bowl and the meat was so hard and gross. I went back in to get something else and I was told they don't do that. DO NOT GO HERE!!! You'll regret it if you do. read more

I've been to a lot of chipotles. I would say this was my least liked one. Service was subpar. We asked to have unsweetened tea and paid for it. But when we walked over to the drinks they were all out of unsweetened tea. When we addressed the problem they handed us an organic sweetened tea from refrigerator case. Problem is we didn't want any sugar. They should've just refunded us. Portion seems smaller at this location. The meat is in a lot of liquid so I feel like I got less meat and a lot of liquid juice. There's some run down parts of the building. However, the food that I did get was the same typical flavor and deliciousness as one would expect to get from chipotle. read more

Slowest service. We waited over 50 mins for 2 meals, on a Thursday at 7pm. Finally got our food and my quesadilla was missing the steak. Waste of my time and money. This place either needs new management and leadership, or needs to be closed read more

Chipotle Mexican Grill - Mexican Near Me - Willoughby, Ohio

I stopped by this location after placing an order online and was pleasantly surprised with the level of service. It's the first Chipotle I've been in where they make your order in the back and have it prepared at pick up.. I'm used to them waiting until I arrive then making It down the line with the rest.. Otherwise it's a normal chipotle.. The line was wrapped around the store when we arrived so it was nice to grab my order and go! 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

worst location out of so many things and food was cold !! I'm a big Chipotle fan but don't come here not this location

Service is horrible. My card was charged twice when the person that checked me out went to tell the manager tonight the manager is yelling she doesn't care and doesn't know what to tell me but come to find out there was a previous order on the screen when I was checked out. So it was there fault. The manager then came up front and was trying to have me call a refund number but then the worker that checked me out was able to refund me and the manager never offered an apology for the inconvenience and the girl that took my order gave me the dirtiest looks the whole time while making my bowl. read more

Fuck them they suck absolute dick, never get my order right. The food tastes like shit. They gave me barely any meat even though I ordered double and like no sour cream. The customer service is god fucking awful I'd rather die then go back to be quiet honest. read more

Mobile Pickup is a JOKE. I could of stood in line 3x by the time I got my mobile pickup order. It's been 22 min and still no food. Definitely don't recommend. I even asked and employee about it, I said sorry and just walked away. Like WTF. Obviously they don't care. There is now 11 of us waiting on mobile pick up. read more

Ordered ahead of time online for pickup expecting to get my order at the selected time. I arrived to pick up about 5 minutes after the time the order was supposed to be ready. All of the entrance doors were locked for some reason so that every customer trying to go in had to wait for an employee to let them in. One customer spoke up to the people working there about how the doors were locked and they acted like they had no idea. I ended up waiting half an hour to receive my order. Service was extremely slow despite sending my online order well in advance. Will not eat here again. After checking the bags I found that only two forks were included in an order of 4 burrito bowls-how the heck am I supposed to eat it now?? I'm traveling through the area and got this meal for being on-the-go. Thoroughly disappointed. read more

Worst chipotle ever. Super slow every time I go there. This started way before Covid. People constantly walking out and leaving because they are sick of waiting in line. Always about 30 people waiting for online orders. read more

Had a bad experience..opened 20 min late and was told I could not get my food unless I ordered online. Store was empty..my phone is quite old as well as my self..not quite current on all food apps...so after arguing for 10 min I left without the 2 Quesadillas...the most non helpful Chipotle ever..they claimed it was new company policy.. read more

This location messes up our order more than half the time. This time, they forgot my guac with my chips. We would have ordered from the Mentor location, but they were super busy and there were no pickup times available. read more

So disappointed that I can't even enjoy my lunch. I'm babysitting and do not have the proper car seats to take the kids woth me to get food not to mention they are napping. The family I work for gives me doordash money so I can have lunch and such and today I felt like chipotle. I ordered a VEGGIE bowl with veggies. WHY IS THERE CHICKEN AND NOT A SINGLE VEGGIE. I CANT EVEN EAT MY LUNCH NOW AND HAVE NO OTHER MONEY TO ORDER WITH. I never write reviews or try to be mean but this is simply uncalled for. Double check as you make things. Being someone with a diet that calls for no meat this is truly upsetting. Just double check things. read more

Chipotle Mexican Grill - What I ordered - Mexican Near Me - Willoughby, Ohio

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So slow, don't go unless you have a half hour to wait in line for food. I also witnessed three to go orders be wrong and need fixed. The food line was a mess! Highly disappointed. read more

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This has been the worst service I have every received in my LIFE. I ordered online and made the order for 2:30pm pick up. It is now 3:15 and I have NOT received my order. They asked me for my name 4 times then told me that they could not find then. Then the cashier proceeded to tell me to write everything down to receive my order. Now the worthless ass employees refuse to even look in my direction as I continue to wait for my food. Never was I offered a drink a discount or anything I was asked did I want to order anything else!!! Really!?! I will NEVER return and I'll tell ALL my friends.i am a very dissatisfied customer. Never did a supervisor or manager come see me. I work HR and work fire someone for this. Sad read more

Wow. Don't offer free delivery chain wide if the stores can't handle it. Ordered, and waited, and waited, and still waiting. Door Dash person (I feel bad for them) has been at the location for over 30 minutes. Husband actually just left to go to the restaurant to pick it up. Eater beware. read more

This place is the best. I see all of the negative reviews and it shocks me. They're always friendly, the food is delicious and beautiful. We go there at least 3x a week and we are almost always very happy. A member of my family has serious food allergies and they are always willing to be extra careful. Give this place a try. They're really good. read more

I went there yesterday and was given attitude by the line server on giving me 1 huge, wiggly, giggly piece of gristle for barbacoa and when asked to switch out she said that's how it comes. Then she pushed aside and helped the next customer, ignoring me rolling her eyes and letting out a big sigh. The next line server swapped the meat out sifting the the grease to find smaller shreds, barely any meat. I asked for a tiny bit more meat and was told I need to pay for double meat at $4.75 extra for a burrito bowl that costs $9.95. The large guac is now $5.20 and they only had large chips at $3, which were stale. The meat and grease ruined the nearly $15 bowl and I wouldn't feed that gross meat to my dog. I'm disgusted by the service, attitudes and poor quality, outrageously priced food. I was a regular there and one of a few that always tipped them nicely. I would have given zero stars if possible. If you ask for anything special other than them slopping the food like a robot, they give you attitude. The guac turned brown and slimy even after mixing, so it was not fresh. Their loss - they lost a $2k/yr customer. Also, they water the sour cream down to stretch it. I realize food costs have gone up, but it should be excellent for the price I paid. And then there were large fruit flies landing on the food. This is the most ghetto, poorly run Chipotle store I've ever been to. I will never patronize this store again and will be reporting them to Corporate. I will drive to Mentor Chipotle and see how that goes. If it's the same, I get my Mexican food from an authentic Mexican restaurant at that price. Avoid this store at all costs! read more

UPDATE - I know I said last time would be the last time but I thought things would be better since things slowed down due to COVID...WRONG! Still slow as ever, got the food 20 minutes after the scheduled time and watched 4 people walk in and order and leave before I was able to get my food. This will DEFINITELY be the last time...for real... read more

This location has the doors locked and hands you your food out the door like a dog. I understand because of COVID 19 things changed. Most restaurants you can dine-in. If I knew prior to ordering I would have went somewhere else. This location should be closed, bad business and terrible food and service. I would give 0 stars but you can't. read more

Probably one of the worst Chipotle's I've ever been to. The restaurant was filthy. The employees were leaving for smoke breaks in uniform and then coming right back to serve good. The food lacked any flavor. The chips were sooooo greasy too. Avoid this location if at all possible. read more

20 people ahead in line, took 55 minutes from start to finish. Over 10 minutes from telling my order to finally checking out. bunch of high school un motivated, untrained and understaffed employees. Go to the mentor one or Taco Bell read more

This place is terrible. I went for lunch today. The workers seemed more interested in socializing and hanging out with each other than actually working. There was a line forming only because they were talking to each other and not making orders. A song came on the radio and the cashier kept turning the music up incredibly loud and they started singing along, dancing too it, and yelling across the restaurant. The manager came out and turned it down but the second she left they turned it right back up. This happened several times. The one worker Denise wouldn't stay behind the counter and kept coming out to chit chat with random people trying to eat/order. The only reason I know her name is because the manager kept calling her name to try to get her back behind the counter to do her job. I do not recommend eating here and I will not be returning. read more

Orders never ready on time seems like they can care less about the customer..was shorted on my order, and it is next to impossible to talk to a manager (or anyone) when calling.You get hung up on before anyone picks up.TERRIBLE. Seems with recent problems Chipotle has had they could care less. Avoid this place !! read more

Disorganized, unfriendly and less than competent staff, slow, no very slow service ... forgot the chips we paid for ... won't be back for another two years read more

I came in when there were no other customers. It seemed like a perfect time. I paid $9 for a burrito that didn't even fill me. There was less than half a scoop of rice, four or five pieces of chicken, and no corn. I asked them politely to add more to my burrito and they added some but when they wrapped the burrito, it was smaller than my fist. This is unacceptable. I had to download this ridiculous app to let out my anger. I will soon be eating my shit burrito and I will not enjoy it. There once was a time when chipotle over filed your order so much that they would have to double wrap it. You'd eat some now and save the rest for the next three meals. read more

Any order I've gotten through Door Dash from here has been a huge disappointment. Every time I order double meat they give me less then if I ordered regular from take out. It's happened on a couple occasions. I will never make that mistake again. read more

I used to knock Chipotle and say things like, "But Que Tal is soooo much better!" Well, Que Tal went bye bye and Chipotle has taken over the world. I was never fond of the idea that they were partly owned by McDonald's. Now, I guess they're not. Which is cool, ya know? Also? I watch Oprah. I DVR her everyday (STFU). She had the Founder of Chipotle, Steve Ells, on her show and they talked about how everything they use is organic. Even the meatses! The piggies get to run around and be piggies before they're turned into your precious Barbacoa. Cool! The chickens get to run and peck and play before they're in your tacos y burritos. Supposedly, 65% of the beef is naturally raised instead of the 100% that I'd like to see - bummer. I don't eat the cow there anyway. There was no mention of the fact that their burritos are so high in calories that they're more than enough for two meals - but that's alright. We're fat in America and we want to keep it that way. Om nom nom. read more

As usual I try to give a place a second chance but I was wrong. Always a long line here with no manager in sight to expedite. The floors and behind the counter were a mess. When the manager did come out she put down the staff and told them to clean behind the counter. Instead of helping them she went behind the big silver door to hide wherever she was before. They were out of LETTUCE and it took them about 10 minutes to get more. Also out of fajita peppers and onions. The chips were stale and all of the containers for the salsa were almost empty. With 45 minutes left in the business day and a long line you could tell the staff was already preparing to leave. No customer service and no team work. Terrible quality of food. Threw it all out when I got home and won't be going back. I will be sticking with Moe's from now on. Managers are what make businesses fail, not the staff. read more

Sweet lord slow service! I get that chipotle is to the under 40 crowd what tater tots are to Napoleon Dynamite but come on! We were in line over 20 mins and there were maybe only 8 people in that line - I have waited way less while OUTSIDE the restaurant at other ones. Also I had three line employees AND the cashier ask me if my fajita burrito bowl was double meat / which it was not - I had even asked for light rice and light sour cream - so not double anything. Even saying no guess who was still charged double meat! All my husband could do was laugh as I'm Preggo and sick all the time so I can't finish a meal to save my life - let along finish DOUBLE. Funniest part to me was when I opened the bow I was searching for carnitas with a miners helmet and flashlight - yet it was somehow "double" the Willoughby chipotle portion. I will not go back - and let's face it yes chains are chains but generally this one does right by the consumer...so maybe a cleaning out of this one would do them some good. read more

Apparently no one from Chipotle pays attention to the local pages with all the one star reviews. So. Let's start at the beginning. I placed an online order with some simple special instructions for a bowl. A second bowl that asked for vinaigrette and a kids meal. I get the order and the bowl is made wrong. The special instructions were ignored and no vinaigrette. My daughters kids meal had no juice and no chips with it. Apparently this order of 3 items was too difficult to handle. When I noticed these items were missing I proceeded to go back in and waited for the employee to saunter her way back in from outside to the register of waiting people. I explain to her what was wrong with the order. She informed me that I could get the bowl remade but I'd have to wait in the line that was winding around the inside of the restaurant because that's what her manager would have her do. I informed her I would not wait in line because it was not my mistake. So five minutes later if her ringing out customers she does not do anything with my order. Takes care of two online orders and ignores me when I ask for a manager At this point my daughter's and my meal are cold. I send another employee back to get the manager and she very politely does so. He and I discuss what happened. Aftter waiting for an additional 15 minutes they finally start making a replacement bowl. The last bit was the giant shred of avocado skin in the guacamole. Come on This is absolutely absurd. No way I'll be coming back. Last time I was there a fight broke out. Thanks but no thanks. Do yourself a favor. Find another Chipotle. read more

Online orders are messed up an honest 70% of the time. Rarely ever have chips after 4pm, wait times are ridiculous. Avoid this location and check Mentor, they're solid. read more

The service here is absurd! I ordered through the iPhone app to help expedite and work around my prior slow experiences, but that didn't help! I ordered an hour before my pick up time to help give this group time to make two burritos, but apparently that wasn't enough. When I arrived on time to pick up my food I was basically called a liar And told that I was too early to pick up and to wait 20 more minutes. When I showed them the confirmation email validating my pick up time, I just got a snide remark from the staff as she continued to ignore me and help others. It wasn't until I threatened to leave and not pay for my meal, was I taken seriously and provided food. I considered speaking to a manager but judging on the filth on every table and no napkins or utensils to be found, I didn't even want to waste my time. That made a statement that if there was a "leader" on duty, It wasn't someone I would have wanted to speak to. This experience, among others, will make this visit my last at this location! read more

I have waited 25 minutes and I was 10th in line. There are 7 employees. They are processing phone orders ahead of customers. If you are last in line just phone in your order....you go to the front of the line. Absolutely the last time I stoop to any Chipotle , anywhere. End3d up in line 30 minutes. Ugh! 35 minutes now! read more

Today was the third and final straw of my attempt to obtain a burrito bowl. It doesn't seem to matter what time it is over there there's always a line and the prepped line always seem to be waiting on something they're always out of meat and not prepared. I don't have the time to wait in the line of 12 people for 35 minutes for a damn burrito. Today they seemed to be out of everything and the employees are just standing around watching the girl Manning the grill cut up meat. The employees can now then I'm sorry for the wait but that doesn't help me get a meal and get back to work in a timely manner. It's becoming apparent that this reticular Chipotle location is either going out of business or suffering from some sort of supply chain issues or employee issues or both because obviously they are unable to make a burrito within half an hour without running out of some sort of product. Goodbye Chipotle we had a nice run I wish you the best of luck. read more

I would leave a 1 star but they did do a decent job on the burrito bowl. I arrived at 6:25 for pickup at 6:30. There were 4 people in front of me with call in orders, the wrap around the store line cycled 3 times before getting my food. It took until 6:47. So much for saving time while ordering online. So typically if there is people waiting or a delay they will offer a free drink or something to make you feel like your time was valued..nope, not even a sorry about the wait. Worst chipotle I have been to as far as customer service and organization. Not to mention they screwed up one of our burritos we ordered and found out after getting home. It was a great experience because now I know to never go back. read more

Super slow. Workers are apathetic and half-dazed. This location switched to digital only, which is fine, except my meal was ready 30 minutes after when it was supposed to be... (2:30pm on a Monday?) read more

Normally, this Chipotle is pretty good. Tonight, however... Servers were cheap with the salsa. When I got my carnitas (pork) burrito bol home, I found the meat was 75% fat. It was inedible and absolutely horrible. Disgusting, even. Definitely NOT good eats. Not sure if I'll go back to this location, as there's a location within a couple of miles that has always been good. read more