Chipotle Mexican Grill — Restaurant in Florida

Ordered catering for a large event in green cove springs and paid for it to be delivered. The delivery option is done through Chipotle’s website and not through a third party like door dash; however that is who ends up delivering the orders. Our order was scheduled to be delivered between 3:30 and 3:45. At 3:05 I receive a call from Chipotle asking when I would be coming to pick up the order as it had been sitting for awhile waiting. I replied that I was not picking it up and had paid for it to be delivered. She replied that it is my responsibility to coordinate with DoorDash to make that happen. I replied that since the delivery option is through their website and paid to them along with the order that it was their responsibility to get it delivered. She said she would see what she could do and hung up. I then called my counterpart whose phone number was also on the order and she said she had received a text saying it would be delivered at 3:10. By now it was 3:12 and no delivery. So I called back on the number chipotle called me with; which doesn’t take you back to the store, it takes you to a corporate number and you have to go through the prompts of why you are calling to get someone on the phone. Finally I came to find out that the original “dashed” arrived before the food was done and left, and no one new was assigned. This gentlemen was extremely apologetic and got DoorDash on the phone to get it resolved. They got a new “dasher” and finally received food at 4:10. However, only the hot items arrived and he didn’t have any of the cold items. I called the number back, went through the prompts, finally got someone on the phone and she said either we could come pick up our cold items or wait another 45 minutes minimum to get another door dash delivery. I got in the car and went there as we didn’t want to wait and the manager on duty said she had just started and didn’t have an answer why my items were forgotten and blamed it on the door dasher. The two large boxes were in their cooler so I told her I’m of the opinion that these items are Chipotle’s responsibility until they are in the “dashers” hand. She was very kind and empathetic but didn’t have a good answer for why this happened. She also told me the other catering order had issues too. I have now received an email from the customer service offering to reimburse the $100 delivery fee and tip, but I have now spent my own time and gas having to pick up this order and told them I was going to need to have more compensation than that. Haven’t heard anything from them since. By the time I got back to my event the hot food was basically gone and we didn’t even need the cold items anymore. So I made myself a salad with the lettuce, salsa cheese and guac and sat along to eat at...

Tip for future customers: order through the drive through so you do not have to encounter the manager with glasses. This was my first time going into the physical building to order and eat; I assure you I will not make that mistake again. The food was great, and was prepared by people who genuinely seem like they care about the customer. However, my entire experience was ruined when the manager came from the back yelling at the employees in front of the entire dining room. Her volume was astounding and extremely inappropriate. The fact that she felt comfortable yelling at her own employees in front of customers just goes to show that she clearly is not fit to be a manager.

When I approached one of the other Chipotle employees to ask for the manager’s name, said manager stood there, glared at us, and reprimanded that employee for speaking with a customer. She probably could tell I was trying to make a complaint and decided to retaliate using terror tactics. I quite literally saw that employee get SCREAMED AT for SPEAKING WITH A CUSTOMER.

It’s comical that the aforementioned manager started to talk about the 5 foundations of throughput. She legitimately started to quiz the staff in front of the entire dining room in the middle of the dinner rush. WHO DOES THIS? If you don’t know, these are the guidelines for serving the customer in an efficient manner, as defined by Chipotle HQ. When I looked them up, I found that point #1 is “pull them through politely.” She immediately showed her lack of care for this rule when she yelled at a child who wanted a chocolate milk.

It’s so disgusting when someone takes advantage of their position. The employees were clearly uncomfortable with this person as their leader. I have scrolled through other reviews on here and this manager has MULTIPLE complaints, yet nothing has been done. I have decided to redact the name of said manager, but Chipotle has my formal complaint. I advise you, fellow reviewer, to share your experience with Chipotle directly so something can be done about the poor management situation.

And to the manager, if you even care to read this, please be mindful that this is a Chipotle and not some military operation you are running. Have a bit of compassion for your employees and customers, as we are all human and are just trying to live life to our greatest...

UPDATE....... I've had my third back surgery and had to go get an x-ray at Middleburg Hospital. Also, my arthritis was bothering because of inflammation. While at Middleburg, they were having internet troubles going out and coming back on. Well, I tried at every light on 220 to order from Chipotle but the WiFi wasn't working. When I arrived at Chipotle, no one was in the drive through so I thought I'll ask if I could order from the window and told the sweet young lady at the window what I texted above about my long day and asked if it would be possible to order there at the window because I had tried to do that before. She went to the manager to ask about letting me order. The manager told her it was nothing they could do 😱😱 I asked if they were having internet issues as well like Middleburg, and she said it was a little slower but they still had Internet.I thanked her for her kindness but I'm very upset that they couldn't help me!!!! I would understand if there was a huge line in they're drive through but during that whole time there, no one came up behind me!!! NO ONE!! I love Chipotle food but I will not be ordering anymore!! I'm disabled and I don't understand why I would have to get out and go in when they have a drive through!!!! 😢😢 Oh my goodness!! Fleming island Chipotle is the BEST one in all surrounding areas!!! It's so fresh and the staff listens to your order!!! They get your order correct!!! Also, the staff is EXTRA NICE and puts LOVE into your order!!! You can...