Review Time
I’ve been going to the Chipotle at Midtown in Tuscaloosa, AL for over 10 years—hundreds of visits. I’ve also traveled across the U.S. and eaten at many other Chipotle locations, and I can confidently say this is consistently the worst one I’ve ever experienced.
The issues are widespread and persistent:
• Unfriendly, disengaged staff who show little interest in helping customers.
• Frequent order mistakes, both in-store and through pickup.
• Customer support (Pepper Chat) has now told me I can no longer be compensated because there have been “too many issues”—which says more about their consistency in messing up than it does about me.
Most recently, they put two completely wrong burrito bowls—for other customers—in my bag instead of my actual, customized premium order. Even with clear evidence (receipts, labels, photos), Chipotle refused to fix the issue and offered only dismissive, copy-paste responses.
After so many years of loyalty, it’s incredibly disappointing to see how far this location has declined. It’s in urgent need of management changes, staff training, and a quality control overhaul. If you care about accurate orders or basic customer service, I recommend avoiding this location.
I would give zero stars if possible. While enjoying my meal, I discovered a long strand of hair wrapped around my fork — not just near the food, but intertwined with it. This is absolutely unacceptable. This wasn’t a small oversight. It reflects a serious disregard for hygiene and food safety. I brought it to the attention of the staff, and their response was lackluster — no genuine apology, no sense of urgency, just a feeble offer to replace the meal. As if I would want a second serving after that. I will not return. If cleanliness and basic standards matter to you, reconsider dining here.
I've encountered many low-quality locations, but this is the absolute worst. Upon entering, I saw three employees doing nothing. The meat was overcooked, and all drinks were empty. When I asked for ice, they said they had customers to serve. While the line grew, I was left waiting for my drink. The manager was unresponsive to my concerns. I will not return without addressing my $18 receipt for poor service and no drink.
I've visited many subpar locations, but this is the absolute worst. Upon entering, I found three employees doing nothing, including a new hire. The meat I received was overcooked and dry, far from what was shown in photos. All the drinks were empty, and when I asked for ice, they said they had customers to serve. While the line grew, I should wait for my drink? Speaking to the manager was pointless, as she ignored my concerns. I won’t return without addressing my $18 receipt for poorly prepared food and no drink.
Every time I visit, it’s busy, yet the employees manage to get everyone through the line quickly. They communicate well about missing ingredients and maintain a positive attitude, even during rush hours. I really enjoy the food and will definitely return.
I can't believe this place stays in business. My first and last experience was disappointing. Despite the food being good and the staff friendly, ordering online was a nightmare. I attempted to place my order numerous times, but the website kept refreshing without adding items. Finally, I had to drive to the location. I expected a straightforward experience, only to face more complications. The staff was somewhat accommodating, but overall, the experience was marred by the website's incompetence.
It's hard to fathom visiting a restaurant like Chipotle and being told they're out of lettuce at 2:00 PM. They also claimed to be out of Chimichurri sauce, despite it being advertised. The restaurant clearly needs more staff to manage the long lines of customers waiting to order.
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