Chipotle Mexican Grill — Restaurant in Florence

HORRIFIC!!! No customer service skills, ABSOLUTE poor unprofessional management (Manger: Timothy Rock) and forget about getting mobile order on time!!!

I ordered in the app, app said food ready, I arrived at Chipotle to find not one order on the pickup self. Mobile orders were being thrown on a table behind the cashier, while at least 10 mobile order patrons were angrily waiting. I sat patiently only find that the cashier kept ringing up walk-ins while she, nor anymore else never called out any mobile names. I walked up and asked for my order. While rolling her eyes she asked for my name like it pained her to turn right behind her and check for the order. She simply said I don’t see it. I sat back down and waiting another 10mins. As I watched others who were still there before me, standing there with angry looks, folded arms, and shaking their heads, and I watch some guy step from behind a wall and throw another mobile order on the table behind the cashier, I then asked the cashier could she call out some of the mobile orders names that are behind her. She huffs and puffs, calls out about 4/5 names, and all those people who were waiting got their orders. I waited another 10mins, watched more orders just be thrown behind her and asked the cashier again could she or someone check the orders that the guy in the back was just throwing on a table behind her. Then about 4 more people who had been waiting since before i arrived got their orders. Then the guy in the back yells out to me and says “if you want your order you need to get in-line and ask for it”. (What, wow 😮 really Chipotle! I’m suppose to get in-line for a mobile order that’s supposed to be waiting for me to walk in and pickup 🤦🏾‍♂️). After waiting another 10mins, seeing more mobile orders just sitting been the cashier, seeing all the angry mobile order patrons continuing wait for order that are just sitting behind the cashier, I got in the walk-in line, waited in the line until I got to the register, and asked for refund. The guy behind the wall come out yelling at me in front all the other customers and said “I can’t give you your money back, we don’t have anything to do with the mobile app, if you want your money back call 1-800-Chipotle.” (What, really… the Chipotle App does have anything to do with the store 🤦🏾‍♂️). I called the number while I was sitting there. After he saw that I was actual calling, and after another 5mins passed, he ask me what was the name on my order, I told him my name, he went in the back and then brought out my order. After he gave it to me, he just started YELLING again and started saying things like “we are backed up and short staffed, what do you want me to do!!!” (Now… if he thought I was going to eat that food he just went in the back and all of a sudden magically got and gave to me, he was oh-so wrong. I don’t know if he went back there in SPIT IN THAT FOOD or God knows what else or not and then handed it to me. I was getting a refund and throwing that in the trash).

I simply and calmly said, you could have nicely said you were short staffed and please be patient with us 35mins ago and maybe some of us would have understood, but instead you just threw orders behind the cashier and never said any things to us, nor called out any of our names, and now you’re standing here yelling at customers who have been waiting and waiting because you have an issue. I then ask to speak to the manager and the cashier said “HE IS THE MANAGER” (🤦🏾‍♂️ what a shame! The manager acting a fool, no wonder the cashier didn’t care about any of us either, nor our orders). He says: “Yeah, that’s right I’m the manger”. I asked him for his name and he yells angrily and boastfully: “Tim… no Timothy…Timothy Rock is my name.” I thanked him and got back on the phone with Chipotle. I filed a complaint (PROBABLY WONT MATTER), got my refund (Matters most), and will never ever ever go through that again. HORRIFIC MANAGEMENT (MANAGER TIMOTHY ROCK), HORRIBLE CUSTOMER SERVICE, and terrible Mobile Order pickup. Beware…Please read other...

I’ve been going to this chipotle for 3 years now but recently I’ve been deciding to go to the myrtle beach one because the staff here are at times snobby and rude. I’m not asking for a full blown conversation to happen in order for me to feel good bexause thier busy, real busy and I understand but even on days when there is low customers I still feel like the employees are always the same type of folks who just want a paycheck and don’t care about the company. I’ve worked for chipotle and it’s not hard for a crew of 5 to keep everything going so it doesn’t make sense why even at full staff things like rice are not being cooked throughout the day. It’s such an easy process that it should never happen unless their is a lot of customers which their is but even so it shouldn’t happen as often as I’ve seen it. The other problem is really a geographic thing everyone in all the nearby towns 30+ miles away come here and when you add it up your gonna have to put a new store up somewhere near soon because there really is too many people coming to this one, a lot of school events too which shouldn’t be the norm. There is plenty of other restraunts and fast food joints who are willing and have the supply to feed two dozen kids and I never see them go to any other place other than chipotle it happens nearly on a weekly basis. In my opinion accepting school events should be limited to what days are slower because I’ve seen stock run out after a school bus full of highschoolers come through at 7pm. Do you really want to go base your business model on accepting school or public events because most of the time they only come their if they won a game and most of the time it’s their own parents who pay for the meals, rarely do school programs actually pay for the food so what are you gaining from it other than making it harder for your weekly’s or bi weekly’s to enjoy their chiptole. you need to limit them to only week days or no more after 8pm because supply is already low. These are some of reasons I’ve stopped coming to...

I asked for corn taco shells, and was told by the girl assisting me that they had none. So I agreed (or so I thought) to the soft corn tacos, with a stated rejoinder that I can't eat gluten, though she didn't acknowledge my comment. The majority of my interactions with Chipotle staff over the years have been positive, with team members who seemed very engaged with customers and hustled in a busy environment. In this case though, she seemed disconnected, not acknowledging my comments and was barely audible. Perhaps she was bored and ready to go home as it was an hour before closing, or maybe she is new and is learning the ropes. Regardless, when eating the tacos, I began to suspect they weren't corn but rather, wheat. I confirmed this with two other staff on break, who apparently held some seniority, and they apologized and sought to correct the mistake. As it turned out, the earlier info wasn't entirely true: no corn shells were ready as they had to fry them. But earlier the girl didn't offer to do this. I appreciate the attentiveness offered by other staff to correct the mistake. I'm hoping it was a one off, as being a Chipotle customer for 20 years following their inception in Denver I've come to expect a certain consistent level of customer service from coast-to-coast. And this doesn't even consider that I could have experienced ill effects afterwards due to ignoring my dietary restrictions. I dunno, maybe she didn't hear me. On another note, it was a little sloppy looking in the seating area. That can happen at any location when it's busy, but it was pretty dead at this hour. Plus, another staff was sitting behind me most of that time, playing on her phone. A quick run-through to clean the more obvious messiness is always appreciated, and what I expect at Chipotle. If this were my only experience at the chain I would have given it two stars, but have been a loyal customer for years...