Chipotle Mexican Grill — Restaurant in Cape Coral

Please see the attached photos of the dead flies in our food.

I was not only horrified by the dead flies we found in our barbacoa and cheese on 2 burritos, I was shocked by the terrible customer service that was given by the associate at the 1-800 number given to us restaurant for complaints.

We used the app and ordered our meals for four people. After picking up the food at the pickup area, we proceded home. After taking several bites of the barbacoa bowl, my oldest sone started gagging and spit his food back out onto his plate. On his plate, and in the bite he had taken, was some very large black dead flies. Upon inspection, we also found dead flies in the cheese on the burritos of my other children. As expected, my children refused to eat any more of their meal.

I packaged the food back up and drove back to the restaurant to show them what we had found. I was informed by the manager ion duty that because it was ordered through the app, we needed to contact customer support for help with our order. I agreed to call, but we agreed that I would make the call from inside the restaurant in case there were any issues.

After sitting on hold, I was "helped" by an agent. She asked me to describe the issue, after I was offered two free entrées for the future. I informed her that that was not acceptable, and she said the best thing she would do was refund me for the first item we found with a fly in it. I again protested and told her I would find the manager and he could confirm what I was telling her about the issues. She again refused to provide a refund. At this point, I informed her that I was back in the restaurant and that the call was on speaker phone so the manager could also hear the conversation when he came out. Several other customers heard the conversation and seemed to be in shock about how she was handling the problem, as well as the unsanitary food being served. Only after the manager took over the phone call and insisted that a refund be given did she agree. He insisted that he had verified the flies and that I presented the food (and flies) to him.

This entire interaction was unacceptable, unsanitary, and unnecessary. Had this been dealt with with respect and understanding, with a focus on providing quality food, they may not have lost customers for life.

Sorry, I did not get pictures of the flies in the cheese because I was unwilling to pick through the garbage at the restaurant to retrieve them.

FYI Still waiting for the refund!!

July 3rd, still waiting...

Marian Bravo, the laughable general manager, should be fired immediately. Tonight was the most unprofessional displays I’ve ever seen in my life.

This evening my wife and I went to pick up chipotle for our family. We went in to order and things were fine until Marian Bravo the general manager came in to help. She started yelling “come on, come on. Hurry. We have to move. We have 5 minutes” she proceeded to try to rush through our order, not even allowing me to finish ordering before trying to take people’s order that were not even to the counter yet. She had the whole line backed up and the people trying to check us out at the register were having a hard time keeping up and we’re obviously stressed by her yelling at them to “rush”. Orders were all mixed up because she was trying to rush everyone. I said, “Excuse me, I don’t know why you are rushing but we are missing an order because you are trying to rush us” Marian Bravo’s response was to yell through the restaurant “We are just doing our job. We are being audited” she continued to yell “3 minutes” “now 2 minutes” while also hurrying and rushing people through their orders.

The lady in front of us was charged for our food because it was all mixed up from Marian Bravo’ pushing orders down the line so fast that people could not even pay. The lady in front of us ended up with our order. I want to be clear that the rest of the staff was fine, scared of Marian, but they were not the issue. Obviously this audit that you all were having is tied to her compensation. And the audit was clearly monetary and not based on customer satisfaction at all. The entire restaurant was upset and uncomfortable. She should be fired. I’ve never seen someone treat their employees nor their customers like this. She was talking to all of us like we were dogs. Everyone in the line was apologizing to the rest of the staff that they had to deal with Marian as their boss. Here is my “audit” of my visit, the monetary result is we won’t be back to that location or any location that Marian Bravo is working at. This is a bad look. I would embarrassed to have a general manager acting like this in a crowded restaurant yelling at employees and airing the fact that you all were having this audit in the first place. I’ll include her card in the photos just in case it...

Was delivered wrong order...when I called my order was still there...went to go pick it up myself and asked to have it made again due to it sitting so long ..was told it had been remade after I called. Got home and opened up my order which was cold as can be and the shells had turned soggy from sitting so long the toppings and steak just fell right thru the bottom, ended up just throwing it away. 2nd time in 2 weeks now... Deff was not remade.. $44 order..will never eat at Chipoltle again and go to Tacos San Miguel down the road and support the little guy from now on..they deserve it more than this place anyways... They are deff going the way Of Moe's which has gone so downhill its not funny... time to just support your local small business resturants.. I know I will be.. I think the worse part is the Delivery guy pulling up, reading the receipt and loking stunned/confused...then saying "Brandon"? knowing he had the incorrect order as he was reading the receipt in front of me..then going to the store and being lied to when I asked to have my order remade by 3 young kids who deff do not understand the value of integrity and instead of spending 3 minutes to do it right let me leave with an order that had been sitting for an hour... sad Update may 5th 2022... still horrible quality soggy cold food on a pickup order I made at 802 and picked up at 809... deff will not eat here again..rubbery cold soggy food that falls apart..basically throwing money away in the trash..only reason I tried again is was due to tacos San Miguel food trailer being out of steak...how does a little 1 man operation make food of exponentially higher quality, flavor and do it all from a trailer himself for cheaper??? Hit up tacos San Miguel for good tacos they are just by 7 eleven on del prado and pine island..not trash...