Chipotle Mexican Grill — Restaurant in Florida

I’ve been coming to this Chipotle location at least 1-2 week for the last 2 years. It can be a hit or miss like with anything, so I’m not going to completely knock it for my last few experiences. However, I’m bothered enough to review them. They typically do okay with portion sizes, but lately it’s gotten worse. They are giving kid sized portion bowls! They barely give rice and are NOT even giving you half a spoon of meat and then they go for a second spoon to make it appear like you’re being served more, but will literally grab 2 additional pieces, so it doesn’t even equate to ONE spoonful! What really gets me, is when I ask for more and they want to upcharge an additional $6 for “extra”, when in reality if they would just give a proper spoonful to begin with, you shouldn’t have to pay extra. AND I have no problem with paying extra if I’m actually getting extra meat, but don’t make me pay $17 for a bowl with barely any meat on it! I really dislike leaving a poor review because the manager is a nice guy and when he’s around I don’t typically have complaints, but truly some of the people working need re-training in portion sizes and in customer service! Some of the employees here look absolutely miserable all the time. They don’t greet you and it’s just like next, next, next. I know we all have our bad days, but c’mon I’m here weekly! It doesn’t hurt to smile every once in a while. There’s only a select few that will actually greet you warmly and attempt to make convo. Sharing pic of my bowl from today that cost $17 because they gave me “extra meat”. I had to take a fork to try and find the pieces of meat. Does that look worthy of $17? I had to walk back in there and complain and he gave me a small dip cup of meat to make up for it.

IN ADDITION: last week I was there and told 20 mins on steak, but it took an additional 45 mins after my first order for it to be ready. If I had been quoted the real time, I wouldn’t have waited. I sat down and ate my food then got back in line, but it wasn’t ready. I had to get out of line and back in line twice and then wait to the side, which is frustrating because they don’t keep track of those waiting and then you feel like you’re cutting the line, even though you’ve been back in line multiple times. When steak was finally done, the girl literally gave me half a spoon full and again I had to...

So my wife and I order Chipotle for delivery by DoorDash. Both of our meals came with Guacamole, however what we got instead were solid chucks of avocado that were solid like a rock you could not even use a metal fork or a spoon to cut it. So I thought maybe this was just a mistake by new employee and it is just a one off. However when I called the store manager he goes on to tell me that I quote "Yeah our avocados are really hard but the corporate people told us that we have to do the orders any ways but we can refund you" So I ask for a refund, simple request you would think oh not with Chipotle now I had to go to their website, scan my receipt and fill out a form. Then I get email saying "I'm sorry you weren't full able to enjoy your meal with us. Our guac should always be bright green, fresh and deliciously prepared each day! At Chipotle, we hold our team members and food to high standards. I will be reaching out to the Spring Hill management team to ensure this doesn't happen at your next visit. I would like to make this up to you and invite you back for a few burritos on us. Would you send your postal address so I can get a few free-meal cards (each good for any main menu item) out to you?" I do not want to go back to a company that has no respect for their customers that tells their manager they should sell subpar produce to the clients just so they can keep making a profit. Other places just tell you "hey our item is not available at this time, would that be okay with you?" You would think that after that a corporation that has just two years ago outbreak of gastrointestinal illness that struck 647 customers they would be not trying to cut corners by selling avocados that their own store manager said were really hard!!! how can they possible server something that is solid like a rock. I am not going back to this place again corporate has shown me it has still not learned from the past about how customers safety comes first, what if someone happens to choke one of these solid pieces of "Guac" as they call it yet it is as hard as a rock. I hope the health department takes a closer look at the operation the Chipotle...

I enjoyed getting food here last year, but my last two consecutive experiences have been horrible.

Experience 1: I place an online order for delivery through the Chipotle app in April 2019. Food arrives on time. I get the food to the table and begin to dish plates out to find they forgot my kids’ chips and chocolate milk. I call to complain and I end up asking for a refund since they’re not going to send my child his chips and chocolate milk that he was expecting. They tell me that in order to get a refund I will need to visit the store in person. I let them know that I am busy and don’t know when I can make it back in. They act confused on how to resolve the conflict and end up telling me that I will just need to go in for my refund. They take your money pretty easy but make you jump through hoops to get it back when they don’t deliver on their promise. I swore this was the last time I would order from them.

Experience 2: Tonight I am running short on time and need to get dinner together for my family. I decide to give Chipotle a second chance and place another order through the app. I place my order and they say I should have my food delivered by 6:12pm. At 6:15 I start wondering where my order is and get on the app to look. My food hasn’t left the store yet. Assuming this is a Doordash issue, I call Doordash. They can’t help me and don’t have a reason as to why my food hasn’t been picked up. This ends up being another frustrating call with a person of low competence. They can’t offer me any time to expect my order or a reason of why it’s late. They say I should expect it “soon” but I ask them to define “soon” and they go blank. We end the call (since I’m beating a dead horse here) and go back to tracking my order online. Shortly after my call I can see my driver has my order and is on the way to my house. The order was a half hour late. I get the food to my table and begin dishing plates out to see that they forgot my child’s chips and chocolate milk AGAIN. I call to complain and get the same situation as before.

I’ll be going in tomorrow for my refund and that will be the last time I’ll walk into...