Chipotle Mexican Grill 13300 Rittenhouse Drive, Midlothian, VA 23112

"Horrible customer service...cashier Journee was not helpful and rude. There was an issue when using my rewards in my app. After several scans, the register would not take my reward. I requested help from the manager and was told that he couldn't be bothered at the moment. So I found the manager in the lobby doing an interview and had him come assist me at the register. While explaining to the manager what was going on, Journee tried to speak over me. End results, the manager took care of me so I could be on my way. After all the trouble & time, food wasn't the best. Chicken bowl lacked flavor."

"This place is usually good to us, mainly the morning people. But when you order during Night Shift, you risk getting your order completely wrong. Did a drive thru order and name on bag was right but we get home and food in bag was addressed to someone else and food was not right. I drove back to get it both redone and a refund since I had to go back for them messing it up. I get there and manager Vanessa says I can either get it redone or a refund which was ridiculous because they messed up not us. I went back before 9pm and half the stuff they had was out including tortillas and they had no want to make more since they had like 2 hours till closing. I asked for my food to be redone and manager was completely rude and annoyed for something her team did. Eventually my husband also got a refund online as well but beware ordering at night."

"I ordered online for pickup and my bowl is half filled, I asked for extra rice and cheese which should fill up a good amount of the bowl when I barely got cheese at all. If we pay a lot of money for a slim selection of ingredients then we should at least get the amount we ask for"

"Update 2: I placed an order tonight with extra chicken and less sour cream. I wish I was kidding but half the content was filled with sour cream and there was NO chicken in the burrito. If an order is made this badly, there is either deceit or severe carelessness involved. This is not typically the case with this location but wow, unbelievably bad performance tonight. Update: I think this place is great. The beauty of this location is the lack of interfacing with other pedestrian heavy areas, meaning people need to drive to get here and that makes it lack the crush of peak time foot traffic that your other Chipotles have. I've also had great and extremely fast service before. I ordered a DoorDash with 15 orders and checked 30 minutes beforehand to see if they received it. They did not but then it abruptly went through and they made the order in 15 minutes while also dealing with early lunch traffic. Everything was made correctly and packaged well. Many years ago I loved this location and I think it's still overall great. It's nestled remotely in the strip mall in its own area with plenty of parking and because it's in the suburbs it's not that busy compared to many other Chipotles. The food used to be consistently great to me, especially with large portion sizes. Also rarely had a wait time. I think over the past couple years, especially with COVID, maybe portion sizes have varied a bit more than I like. Sometimes I still do get huge burritos but sometimes it's not so impressive."

"I just had an online order and when I got home my sofritas bowl was missing half the ingredients. I went back and they gave me a new bowl which was still missing the guacamole. When the very young manager took the bowl back I saw the young lady laughing and she proceeded to use her gloved hand to smash guacamole into the bowl. I am beyond furious because I paid 15.00 for food and service that was very incomplete and unsatisfactory. I will no longer use this location due to their terrible service and the manner in which they handled my request for my order to be corrected."