Chipotle Mexican Grill — Restaurant in Florence

Well the 2 of us decided to venture out and get food last night and decided to get Chipotle in Florence on Mall road to go. As the caregiver for my 2 elderly parents and my handicapped brother we were happy to see that signs on both doors said that masks were required for anyone entering the restaurant along with social distancing for everyone's protection against the virus. However, when we walked in there were 12 customers in line not social distancing at all and only one customer was wearing a mask besides us. The crew was also putting customers thru the order cue as normal and not giving people time to be 6ft apart. I was called up to order my food before the previous person was far enough away. I ask the girl why they weren't enforcing the mask wearing rule. She said that they were told that if customers don't wear the required masks that they were supposed to let them in and still serve them and not to say anything to them. We were very disappointed to say the least. Why have the signs at all if you aren't going to enforce it? That is putting your employees and other customers at risk to their health and possibly even...

My fiancé and I went here for dinner one night, we both ordered our usual meals. His was good but mine I couldn’t eat because it was too spicy. I LOVE spicy food but even my fiancé could tell I wasn’t enjoying my food because of how hot it was. My fiancé took the food to the manager at the front and asked if it could be remade without the salsa and he said “sorry, we can’t do anything about it besides give you more sour cream.” I went with it, the sour cream did nothing but make my entire meal taste like spicy sour cream. Unhappy, I went back up to the counter and asked for a refund on my food because I couldn’t enjoy it and they wouldn’t remake it but AGAIN, the manager said “sorry, we’re not able to do that, you’ve already eaten some of it.” WHAT?!?! The employee standing next to him started giving me attitude, saying they aren’t TRAINED to ask people how much of something they want, they just give it to them. I’m sorry but that’s poor management, poor training, and it was an overall bad experience and I will NEVER eat at this particular Chipotle again....

Food was cold. Manager was rude,He threw my receipt in the garbage, asked him to reprint it, he calls the cops and tells lies to the cops saying I’m bothering costumers and to include my race because I’m an African-American male. All I wanted was a refund because my food was cold and parts of my steak were unevenly cooked.He embarrassed me to the point I will never step foot in chipotle again. You guys should be ashamed to even have him representing chipotle with no customer service professionalism whatsoever . I reached out to chipotle multiple times and haven’t received any response to the situation or not even my refund.i could’ve lost my career because your store manager made up lies and I had to show the cops my video proof so I wouldn’t be arrested. I have video proof of the incident but I guess it’s not important enough for chipotle to care about customers mental health or because it’s a complaint made by an African-American male .its been over a month and I still haven’t heard anything ,I’m highly disappointed on how things are...