Chipotle Mexican Grill - Cleveland

Chipotle used to be the top fast-casual restaurant, but it has now fallen behind in terms of food quality and service, especially when compared to places like Popeyes. Unfortunately, no matter the city, customers are likely to be disappointed.

When I walked in, I was greeted with a list of items they were out of. I approached the counter to mention that they had no tea, and I was informed that it would take 20 minutes for rice. Just as I was about to leave, a worker named Bretagne stepped in to assist me. She took great care of me and my two grandchildren. It was Bretagne's exceptional service that earned this place a five-star rating. While I didn’t get my usual order, her customer service truly deserves five stars.

Without a doubt, this was the worst Chipotle experience I've ever had. If you preorder, you simply need to ask the person behind the counter about your order, because 9 out of 10 times they have it ready but won’t bother to walk the few feet to place it in the pickup area. Even if you arrive just a couple of hours after your order is supposed to be ready, they seem to be out of everything due to sheer negligence. At one point, they tried to give me a cup of sour cream instead of guacamole because they had run out, and they didn’t even bother to let me know—it was just thrown in the bag as if I wouldn’t notice.

I have never seen such chaos and bad professionalism. the chefs are fighting with the others. they left no salat there and then that they had no chips, although there is a whole rule of chips for ordering to go). when I went in cash, the credit card machine did not work and then paid a cash cash to a cook to a bucket of salat that was apparently made available to go ordering. every other customer began complaining about how he wanted salat. I went out and will never return to this place!

This Chipotle is constantly busy, as it's right in the middle of the sprawling Steelyard shopping plaza. When I stopped by, the line for the usual counter options (assembled bowls or burritos) was super long, and the overall venue looked a bit trashed. One bright spot: you can order ahead of time on their website, where there are options like quesadillas that you can't order in person. Here, the process was efficient, as it looked like there was a dedicated person behind the scenes preparing and fulfilling these orders. My order was ready before the promised time all while the regular line had hardly budged. It was a made to order quesadilla which was actually quite tasty and definitely beat anything that'd been sitting out in vats in the assembly line all day long. So, word to the wise: order something that's personally customized, via the website, for best results.