Chipotle Mexican Grill — Restaurant in Florida

I am writing to formally report an unacceptable and deeply concerning experience that occurred at your Vineland Chipotle restaurant yesterday evening, between approximately 8:00 PM and 8:35 PM.

Upon entering, I observed the server (see attached photo wearing the black glasses) posting a sign indicating that there was no Pico de Gallo or lettuce. When I approached the counter, this same individual took his time putting on gloves and, from the outset, displayed a dismissive and discourteous attitude when asking for my order. After serving rice, beans, and chicken, I requested queso. He responded that there was none—despite visible quantities on the To-Go line. When I pointed this out, he responded in an aggressive and disrespectful tone that there was none “for me.”

I informed him that I would not have ordered two bowls had I known queso was unavailable, at which point he became visibly upset, threw the lids aside, and proceeded to get queso from the To-Go section. I overheard him telling another employee what had occurred who told him that he should have discarded the food and told me to leave (see attached picture of second server with clear glasses).

The first server then completed my order in an aggressive, hostile manner, slamming the bowls on the counter and mumbling under his breath. When I calmly asked him to control his attitude, he escalated the situation by saying, “You want to see attitude? I’ll show you attitude,” and walked off, leaving me waiting unnecessarily at the counter for over five minutes without the opportunity to pay.

When I asked to speak to the manager, the second server individual—the same one who suggested discarding my food—claimed to be the manager. I explained the situation, and rather than addressing my concerns, he ordered me to leave and threw my meals in the trash. When I refused to leave without a resolution, he began loudly announcing to other patrons that I had been “kicked out” and was “refusing to leave,” creating a hostile and humiliating scene. All four male staff members then ceased their work to stand and stare at me in a menacing manner, clearly attempting to intimidate me.

Only when the actual manager—a polite and professional young woman—intervened was the situation resolved. She listened attentively, provided your business card, and graciously remade my meals. I appreciate her professionalism and commend Chipotle for her conduct.

However, this situation was entirely unacceptable. As a loyal customer who frequents this location regularly with my family, I am requesting the following: A formal explanation and written apology. Confirmation that the employees involved will be appropriately disciplined and retrained. Assurance that steps will be taken to prevent future occurrences of this nature.

I trust you will review the security footage to verify the accuracy of my account. Please advise me promptly on how you intend to address this matter or point me in the direction of who I need to contact to escalate...

we are a loyal customer here , we always come to this specific store , but today was so different, as soon as we got here the store was packed with customers picking up food from the pick up station plus all of the drivers picking up the food for doordash and uber eat , me and my mom made it to the line and waited patiently til we get our turn , we unfortunately were a lot of people waiting on the line and we all noticed that literally all team all employees were taking care of the take out station and we were neglected till they run out of , fajitas , chicken , steak , guacamole and other things . suddenly one employee called her coworker to rescue her to announce the bad news to allllll of us costumers and on the line , then he started yelling ( to all new costomers on the line , we are out of chicken, steak, fajitas etc......) we were so speechless, we were like are you serious now ??/ we have been waiting on the line for almost forever and now you are coming to tell us that you are running out of ingredients ???? at that time other employee was almost done cooking steak and i asked the employtees here is the steak done cooking

This is easily the worst location i’ve ever been to on the entire east coast. Every other location in jacksonville has never given problems. This was my first time back to this location in abt 6 months because of the terrible attitudes and nothing has changed. Me and my fiancé asked the gentleman about cutting a burrito in half & he explained they can’t for health concerns. we decided to get a bowl & split it which was perfectly fine. He seemed to be new but was very polite & accommodating. As he’s scooping the rice & beans the only girl working snatched the spoon OUT of his hand and made us repeat what we asked for to finish the bowl. The only reason we came in was to try the new Honey Chicken & she shook the chicken so much off of the portion spoon we had about half of a regular portion. We asked about the portion size & she told us we could pay for double chicken to make it a whole portion. So we said that’s ok no worries, moving on to the toppings. We asked for extra corn , everything else regular portion. Not only did she give us a GIANT portion of sour cream but she took her time to walk to the online order area, slap a HUGE extra spoon of sour cream, came back & continued cutting us off everytime we tried to ask for something else. EXTREMELY RUDE and for no reason. We ended up taking time by the drink station to scoop sour cream off of our bowl before leaving …. My fiancé asked for a side of shredded cheese since we had to scoop most of it off with the sour cream & a side of the new chipotle ranch. She practically YELLED that it would be .75 without saying another word and charging him for it. In reality I should have had her remake the whole bowl as we can not even eat it with the amount of sour cream she slapped on, but we felt as if we couldn’t get a word out because of her attitude. I would give 0 stars if possible. I’m fed up with coming to this location as it’s the closest to my home, but i’ll make the drive to towncenter...