Chipotle Mexican Grill

I eat at Chipotle all the time near my office in San Jose. No matter how busy they are, I’ve always received my food in just a few minutes. The River St. Santa Cruz location is just the opposite. I’ve never seen slower food prep and counter workers anywhere. It takes forever to get a simple burrito here, no matter how light the crowd. This chain has a good formula for getting the food out fast, but this location didn’t get the memo. Unless you are trying to waste 30 – 40 minutes of your day, go somewhere else for your burrito.

Went in there today after waiting in the line for over 15 mins. for the staff to barely tell me there was no lettuce and guacamole! Went up there ordered a burrito and it literally came out to a 4 by 3 inch burrito?! How is that?! You would think the staff would want to substitute for not having condiments! I had to tell the gentlemen if he could add more things that I had already asked for and he only offered to add more rice and beans! Then I get to the register and the lady attending it was so rude she couldn’t even say sorry?! Bad customer service may I add! Not to mention the cleanliness was terrible! They really need to work on things around there never seen such a dysfunctional Chipotle ever!

Been here quite a few times with really decent to great experiences. I think people really need to realize that Chipotle is still considered «fast food» so calm down on your ratings.
Yes, the lines can get long sometimes but usually there’s a good 4 or so workers on deck and the line moves at a reasonable pace. I always order the same thing so that helps speed it up. As for portion size, just ask for more rice or a little more meat, my friends and I have done that before and I’ve never been charged extra. If you don’t like Chipotle, you must not have the right order.
Most of the workers are college students, Chipotle and In N Out are the only fast food restaurants that I know to pay well, so yeah, expect younger workers. However, despite the fact that the workers are college aged, everything seems to run smoothly and the place is usually super clean. The only negative experience I’ve had here was that my chips were stale once but boo hoo, I’ll live. Lastly, some of the chairs are nailed/​screwed down so it’ll make for awkward seating if you have a large group.

Generally rude and inattentive staff. The cash register attendant wouldn’t make eye contact with me for about 5 minutes as I was patiently waiting. I understand that they are in the process of hiring new staff, but manners shouldn’t need to be part of the training.

This Chipotle knows what they’re doing, from the customer service to the portion sizes. No complaints here. My burrito was a little sloppily rolled but the final product was nice and neat, so I guess they have the process down. One of the workers seemed a little distracted by another worker and they were joking around a little much, but I didn’t feel neglected, maybe a little under appreciated. That’s ok though because I came for a burrito not for my self esteem to be validated. All in all a satisfying dining experience.

Called later in the day and spoke with manager Chelsea who responded with a sincere apology. Salvaged the experience enough that I will give this location another chance.

This Chipotle blows. The lines are always long. Staff seem to be fucking around while I’m famished. Been in line 15 minutes and there’s 6 people ahead of me!

They were out of fajita veggies for the SECOND TIME in a row! ARRGG! I was very disappointed and mentioned that it was the 2^nd time But what is Worse, they were so unapologetic about it! Terrible customer service!

Sucked. I can dig that corporate policy doesn’t allow you to do something, but the cashier didn’t need to be so obnoxiously rude.
Won’t be coming back.

A previous poster indicated that the line only has one employee making everyone wait
I have noticed this too
This is worst Chipotle i been too
Sometimes the food seems it isnt fresh and had bad steak
this past Friday evening

This chipotle location has been great thus far. The couple of times that I’ve been here the workers have been generous with their portion size and super friendly when you walk in. Wish the location was closer to campus or at least near Pacific. It’s quite a walk from the bus station.

This chipotle location has greatly improved. I’ve been in three times in the last couple weeks and experienced great service and big Burritos.

One thing that is hard for me to understand is why every time I go into this particular Chipotle, they only have one person working on the line during a rush and then other workers in the back or portioning. There’s no sense of urgency. I’ve worked in food service/​customer service and know that every company expects its workers to drop what they’re doing to help customers. You shouldn’t have 6 people in line with one person doing the assembling of all food. Not only is this an inefficient use of time, but sometimes I’ve gotten fajitas and other ingredients that have been sitting on the stove to burn black. You shouldn’t be serving food that you wouldn’t want to eat. Help out your workers and make your customers happier.

Because of the convenience of being able to order online and pick up our order my boss LOVES going to chipotle. To the point where we go at least twice a week. Anyway, we recently tried to order online but it said the system was down and I was asked to call and I was told we can’t order over the phone because of a store policy. After I told my boss this, she called to see if she could do anything to get around that because we are regular customers and this is really inconvenient.
After talking to the store manager (William?) he apologized and further explained the policy to my boss and said he would make it up to her once we came into the store. And he did! he offered us BOGO cards and said he truly apologized for the inconvenience and seemed genuine!
When I went in to order, Alex was extremely friendly and generous with our bowls. Every single time I’ve come in Alex has been so nice and friendly. I like coming in to chipotle because of how friendly everyone is. Thanks for everything guys!

Wow, is this place expensive. Only the second time I’ve been here, I really don’t remember it being this expensive.
The food is good, the cost is outrageous … The menus is really limited as well.
Guess that I will just go someone else from now on

We love Chiopotle! This is a healthy alternative to traditional Mexican food which can be heavy on the calories. The only bummer today was that they were out of pico de gallo. Otherwise very yummy.

I just got back from this horrible location and once again the meat is pretty much served «chilled» to room temp when served. I just returned home with my food only to find out its cold again so I threw all 4 tacos away. Another note from this same location that happened today as I ordered. first they plain and simple ran out of hard shell tacos and its hard for me to wrap my head around this one as I don’t ever feel McDonald’s ever has run out of buns on watch but hey these girls who served me the food where complaining to each other as to how difficult not being able to take their breaks has taken its toll on them as they prepared my cold. soft tacos. look: I don’t fancy myself too much of a hippie/​mystic character here but I dont desire such specific energy being zapped into the food I’m putting in my belly. my name is Danny. this happened to me. July 14^th 2015 730pm.

Came here today to get a burrito bowl and it was in the morning time so it wasn’t busy. I did see that they were fulfilling a large catering order but I was only of like 2 – 3 customers in line. I got through the whole line and purchased my bowl, go to sit down and my bowl is lacking and weak. It was not filled reasonably and was maybe 75% filled at best. I went to go ask to just maybe fill the empty portion and I was polite about it, figured they overlooked it and would correct it. The cashier was annoyed and went to the manager to complain about me complaining, so the manager got annoyed and tried to justify my weak bowl. Basically they offered me a take it or leave it option so I said leave it and took my refund. The whole time giving me attitude and treating me like I’m a stupid asshole who asked to fill up my bowl.
I went over to Capitola Chipotle a few exits down and talked to the manager about the situation. He agreed with me on the bowl being lacking and the rudeness of the River location and offered to comp me a new bowl. Thanks Capitola!
To Corporate: This store obviously has deviated from the standards of fair and reasonable customer service. (I used to work retail and I get it, sometimes its hard to deal with difficult customers but I was no where near being difficult). There’s no excuse to be passive aggressive and pissy over a simply correction request. I had a much better time at the Capitola location. The food is great and I love what you guys have to offer but the River st location need a re-​evaluation.

This location is so terrible. I don’t understand how different locations can be so different. Every single time I have come to this location there has been an issue.
Last night I came in at 9:50 which is 10 minutes before closing. They were furiously packing away all the food and when I tried to order they were too busy cleaning to help me and pulled someone else over. I tried to order a salad and they were out of that (aka they already cleaned it) and I noticed most of the food was missing. I said I will come back another time when they had food and he replied with «well it’s really late.» Awesome customer service. Amazing. A simple «sorry we are out of a lot of things» was too much for him. If you put everything away at 9:50 you should probably change your closing time to 9:45 so people don’t come in and waste their time only to be greeted by grumpy staff who make it perfectly clear they are annoyed by your very presence.
I understand this is a corporation therefore they probably aren’t concerned with one small persons opinion. I am posting this to let other people know to just avoid this place. Every time I have gone they are out of different items or have even forgotten to put items in our bag. The capitola location is awesome.

I come here every so often but I usually don’t crave it all the time. The way they do everything is like the same at every other Chipotle, so at least I know the consistency here is good.
I always go for the chicken burrito bowl (sometimes) with a tortilla on the side. Never fails to hit the spot in my stomach! I did notice lately the portions in the burrito bowl have gotten a little bit smaller. Don’t be afraid to ask for extras of corn, sauce, etc., but I heard they started charging for extra meat or so. A popular thing some of my friends do is get a mix of meat, like half chicken or half steak burrito bowls; I still have yet to do that!
Service is friendly and fast; sometimes you can expect a line here due to those people who work full time and want a quick and fast dinner. You’ll never have trouble finding parking here because there is plenty of spaces in the plaza and it’s never crowded.