I want to start out by saying that this is not a review of the employees, it's a review of management: Walked into the Chipotle on Mt. Hope around 1:15 during lunch rush to find 1 person on counter, 1 on register, 1 on prep, and 1 doing to-go, and the manager (?) in the back ordering supplies on the phone (talking loudly). There were 3 people in front of me and while they were ordering, the line grew rapidly until there were at least 7-10 people behind me. By the time I was up, the person on register had noticed and had jumped on to counter to help. This meant that instead of the line piling up for orders, it piled up for checking out. I had to wait a good 15-20 minutes after my order was made to checkout. It wasn't until there were 5-6 others waiting in addition to myself, before the employee jumped back on register and off the counter. I know that everyone is understaffed these days (unless you pay a living wage) but it seems like a strange management decision to staff so few people during a meal rush. Additionally, at no point did the manager say "Hey, I need to call you back and finish this later." to jump in and help her employees. Got back to work after my lunch break was over and the cherry on top was that my chips were stale; no crunch whatsoever. Good thing there's a Moe's across the street...
My bowl had hardly anything in it, I counted 5 cubes of chicken. Also had asked for extra corn and extra sour cream and the picture shows how little I received of that as well(I took this pic before I ate anything in the bowl). Lastly the tortilla on the side I ordered was rock hard so I had to throw it away. Worst chipotle experience ever I won’t come back to this location
I ordered a bowl with tofu, chicken, and pork and found the taste of some meat was obviously different than other.The wrongful tasting meat have a wooden or paper flavor and had the same smell of mold. I couldn’t really judge what’s wrong at first but soon felt the same taste again and begun to be skeptical. Then I found a cube of green corn pepper in a non fresh look and decided to return it.I read some reviews that they mix new and old food. According to my experience that’s true. Will never eat it there. Especially in summer when food is easy to perish.
I agree this is consistently the worst chipotle in Rochester area. Like others have said, they give small portions consistently.But im writing because this is not the first time they have been outright late on my order. Ordered through the app, promised time is 6:30. Came in store, no customer waiting in line. Despite reminding the worker about my order, didnt get it until 7:00. wasted 30 min of my life. Don't put promised time if you cant make the promise. And the lady working the to-go line was super slow taking her sweet time.
I am here giving this particular restaurant a 2 star rating because the food is good it’s the staff that gets my goat. They always have a million folks on duty but it remains to be the slowest serving restaurant. They never have enough food prepared, they are super slow and if you call the order in you get the minimal of food someone can give you for an order. So you better go in person. The staff is not friendly at all most of the time. My suggestion try another restaurant if you can.
I never write bad reviews, but I had to for this occasion. Tonight I placed an order for pick-up using the Chipotle app for one steak burrito bowl and a side of small chips and queso. The order was supposed to be ready at 9pm, but I know how places get backed up, so I’m always patient with this. After about 10 minutes of waiting, I noticed my order (bag) was placed on the pick-up shelf, but I also noticed the bag looked thinner than usual. I opened in up, and noticed my side order of chips and queso wasn’t in there. I asked the associate if the chips and queso were going to be placed in a different bag, and she replied by saying “we are out of chips” and went straight back to doing more orders. I was a little surprised that she didn’t clarify that while I was waiting for my order, nor did she even offer a refund, but I’m patient. I asked if she was able (atleast) give me my queso, and she gave me a pre-packed small cup of queso. I was little concerned on why the staff would think it would be okay to pass off an order that was incomplete without offering a refund/clarification, but I was hungry and I let it go. I came home and opened my bowl, and this is what I saw. None of my toppings were on the bowl. No sour scream, salsa, guac, or beans. I literally laughed out loud when I opened my container lmao. I know the Mt Hope Chipotle is notoriously known as the worst Chipotle location in Rochester, but I’m always giving you guys a chance since it’s so convenient to where I live. But I’m concerned with the fact that the staff would allow this to happen, especially since the location wasn’t busy. Respectfully, management needs to start taking these consistent complaints more seriously. It’s sad to see a location being run like this, considering the fact that College Town is already known for unsuccessful businesses.
Love chipotle! That said I ordered through the app and they completely botched our burrito bowls. Workers were nice but food was so wrong we had to grab an additional meal elsewhere.
The quality, and the lack of cleanliness at this Location is disgusting to say the least!My husband and I went there for lunch and the environment was Filthy and unkempt!Counter Splashed with food particles , every single entree was cold; rice, beans, & meat ect . Tables & soda machines was filthy. No napkins & the dining area was just a mess, a major germ fest!I would strongly recommend that management & the health department pay this poorly operated business establishment a surprise visit!!!It has to be one of most horrific operating Chipotle in Monroe County!!!
Ordered from the website. Order came missing two entrées and a side. The chat support, because you cannot talk to a real person was nice enough to give me a one free entrée and side, instead of the two entrées I was missing. I will never order from this location again.
I never write bad reviews, but I had to for this occasion. Tonight I placed an order for pick-up using the Chipotle app for one steak burrito bowl and a side of small chips and queso. The order was supposed to be ready at 9pm, but I know how places get backed up, so I’m always patient with this. After about 10 minutes of waiting, I noticed my order (bag) was placed on the pick-up shelf, but I also noticed the bag looked thinner than usual. I opened in up, and noticed my side order of chips and queso wasn’t in there. I asked the associate if the chips and queso were going to be placed in a different bag, and she replied by saying “we are out of chips” and went straight back to doing more orders. I was a little surprised that she didn’t clarify that while I was waiting for my order, nor did she even offer a refund, but I’m patient. I asked if she was able (atleast) give me my queso, and she gave me a pre-packed small cup of queso. I was little concerned on why the staff would think it would be okay to pass off an order that was incomplete without offering a refund/clarification, but I was hungry and I let it go. I came home and opened my bowl, and this is what I saw. None of my toppings were on the bowl. No sour scream, salsa, guac, or beans. I literally laughed out loud when I opened my container lmao. I know the Mt Hope Chipotle is notoriously known as the worst Chipotle location in Rochester, but I’m always giving you guys a chance since it’s so convenient to where I live. But I’m concerned with the fact that the staff would allow this to happen, especially since the location wasn’t busy. Respectfully, management needs to start taking these consistent complaints more seriously. It’s sad to see a location being run like this, considering the fact that College Town is already known for unsuccessful businesses.