Chipotle Mexican Grill — Restaurant in Florida

Update: Since my original review, I have been going back about every 2 weeks and chips are always missing or stale, and now they are starting to make orders wrong. Looks right to look in the bag but when you get home it is wrong ingredients completely. Honestly, how hard is it to make food according to the online order which is printed right in front of them when making? It is not rocket science. I really don't get it, this restaurant has the potential to be so great but there is a lack of good management (or something) that allows each location to fail their customers over and over. Too bad..

Original: So excited to see a new location and had high hopes and thankfully I have had a great experience everytime (picked up in drive up window 3 times now). Every order has been filled to the rim, over flowing, hot, accurate and ready for me to pick up when I get to the window. Awesome! Previous to this location opening, we were picking up (cramped and busy parking lot and going inside to stand and wait while all employees ignored you) from the one across from Regency in Brandon and that location is awful for so many reasons incl to get in and out of, no convenient pick up window, order was never ready when promised (not even close over 10x), dirty, trash bins over flowing all over the floor all over the restaurant, rice under cooked, orders missing and/or incorrect etc. I provided very specific feedback to mgmt for various recent visits with receipt number with all order info (only because we do love the food when it is right) in hopes they would care enough to correct but nothing improved and they sent me an apology and a few bogo certificates which could only be used 1 per visit. Really? We finally gave up on this location and we thought to chipotle completely. To our surprise about a month later we discovered this new location was being built! The thought of having a more convenient location (from a distance perspective as well as easy to get in/out of) which could hopefully get orders correct, be clean, get pick up (to go) orders ready on time, etc. would be SO great and we did not even know about the convenient pick up window! Needless to say, unlike other reviewers which I feel terrible for (yuck), we have surprisingly had nothing but excellent service and experience with this new location! Maybe this new location finally have...

I came around 4:45 pm. At first glance, the store looked a little rough. The counter near the register was dirty with food and change. I thought the store could've been cleaned to look more inviting. I stood in line and noticed the food prep area in disarray. On the customer service side, there wasn't much. I waited in line for over 5 minutes without being addressed or acknowledged. All the workers saw me standing there and kept walking. I mentioned it to my son and a man behind me walked around to speak to the manager. Advocating for the customers, he pointed out there was a line and I hadn't been acknowledged. He was met with an aggressive young girl, who was on a cell phone, with a strong attitude that pointed to another girl and said the other young lady was busy and will get to us. He was being polite and she was a bit argumentative. He said some words to the male manager and got back in line. When the other younger lady came, she made my order and I noticed she was a little light on the protein. I understand one scoop. However, she shook some off that one scoop. I get the sense that she may have been new and still in training, but left the team left her out to dry. The manager was polite and rung me up after he completed some orders in the back. I feel, with proper training on customer service and food handling safety protocols, this establishment can improve. But, if any other worker inherits the attitude of the young black girl with the red hair, they will lose business. You just don't throw an attitude with customers like that. This is coming from a black woman who analyzes businesses for a living. My food was...

I stopped in for a delivery pickup. Me and another driver stood at the order pickup, for a solid 5-10 minutes, before anyone acknowledged us. Finally, one of the workers peeps around the corner, to abrasively inform us we are supposed to tell them we are there for a pickup.

First, I've picked up from several Chipotle's across Hillsborough county, and I've never had to inform anyone I was there for pickup. There was a sign that said 'mobile order pickup here', or something to that effect, asking with shelves that have lettered placement for the names on the order. No where did it say to request to have delivery orders made.

Second, if you had two delivery drivers walk into your building, and await the pickup area, when there are, at least, 4-5 visible employees who see us both waiting, but say nothing to us.

Third, I had to drive 5 minutes to get to the restaurant. That means your restaurant received the order at least 5 minutes before I arrived for pickup. It's chipotle, that seems like plenty of time to throw together some good chipotle eats. 15 minutes is surely enough time, if you include the time I waited in the lobby.

Know what I think? I think the orders were neglected to be fulfilled, then when the two drivers showed up to pickup delivery orders, you had a sudden rush of dine in/ takeout, and decided to ignore your delivery orders, that should've already been made. Then, you come around the corner, trying to cast blame on the drivers, who DO NOT WORK FOR YOU OR CHIPOTLE, for not telling you we've arrived.

I cancelled the pickup. Get your...