Chipotle Mexican Grill — Restaurant in Florida

As of this year, I've been a cashier at Chipotle for a few months now, I started back in January of 2025 I believe. As a cashier, I take pride in the fact that it's my job to make people smile/laugh (or just generally happy) as they stay to eat their food, or walk out with the food. I love seeing the familiar, friendly faces of our regulars and try my best to remember who comes in through our doors often. Our location is very close to a large soccer complex, and during the weekends, you best bet we get slammed (understatement) with customers, ranging from soccer kids and their families and team members mixed with our usual Saturday and Sunday crowds. The line wraps around the entire store and stays that way when we get soccer tournament kids and their families. My job not only includes working the cash register, but also attending to the lobby (cleaning, restocking napkins and utensils, sweeping, changing all the trash bins, the ice machine, the bathrooms, etc.) helping answer customer questions and addressing other concerns, handing out online pickups, and a whole other range of things that consistently keep me busy (I like staying busy rather than standing in one spot!!). You can probably imagine how rough it is on those soccer tournament weekends... all those dirty cleats leaving grass everywhere and trash left on every table, while the trash cans overflow. While I do only work mostly on weekends, I've heard so many complaints about our Chipotle, and it makes me so sad. It also upsets me when I hear people complaining about the cleanliness of the place when I know for a fact that when I'm there, I'm doing my very best to keep everything shining. Yes, most of our employees speak fluent Spanish, and aren't 100% fluent in English, however, it's a Mexican restaurant. The English speakers do their best to help out when we can. The other day my boss texted a group of us and told us not to play any music anymore because of a complaint they received from a customer. Most people are always telling me how much they love the music and how it brings a smile on their faces while they wait in line and dance along to the authentic Mexican music. One time I remember someone came into Chipotle and as she came up to the register she goes "that guy was so rude to me". Of course, I frown, looking over at my coworkers like, whodunit? I was like "did he say anything to you?" wondering what words came out of his mouth to warrant a comment like that. She shook her head no. She said he just "looked" like he was mad. We get people like her all. the. time. The person she was referring to is one of the nicest employees at our store. And she was complaining about him with little to no real evidence, other than he had a RBF or something while helping her out with her meal. I'm tired of people who think they can come in and get 5-star customer service from the employees who are tired and exhausted after a long day of tons of work....

Around 11:30 today, my daughter went to Chipotle and accidentally left her purse there. When we realized it was missing around 2:40, we immediately called the store, and an employee confirmed by stating they "had the brown" bag. However, when we returned to the store around 4:50 to pick it up, my daughter asked an employee if they had the purse, and the employee said no. My daughter informed her that we had called earlier, but the employee continued to deny any knowledge of the bag without even looking for it or asking other employees.

The employee seemed to struggle with English, so my daughter tried to explain the situation through other employees. Afterward, my daughter went to the car and told my husband and me what had happened. She was turned away without her belongings. Since I speak perfect Spanish, I went back to the store with my husband and daughter. We approached the employee who had spoken with my daughter, and we repeated what my daughter had already explained. My husband even stated we were told two hours ago you "had the brown bag." However, the employee insisted that the purse wasn’t there and continued to claim that she had asked other employees if they knew where it was.

I asked her to please check in the back of the store, as the person on the phone had said the purse was in the store. She went to the back and returned with the purse almost immediately. When I questioned why she hadn’t done this in the first place, she raised her voice at me. She said there had been a different manager earlier, and that he was probably the one we spoke with. She also said that when things get lost, they place them next to the register, which is why she thought they didn’t have it. Additionally, she insisted she had asked everyone in the store, which was a complete lie since there wasn’t enough time between when my daughter went to the car and when we entered Chipotle with her.

I told the employee that if I were the manager and one of my employees had told a customer that the purse was in the restaurant, and the customer came back to look for it, I would ask each employee and check in the back, not dismiss the customer. She continued shouting at me, saying she hadn’t looked because the purse wasn’t next to the register. I asked her to stop yelling and to calm down, to which she responded, “You calm down!” I simply turned around and left as she continued shouting at me...

This has to be literally one of the worst Chipotle franchises in the country. Let's start with whoever does their inventory and stocking. No matter what time of day, day of the week, season, time of year, etc., they will be out of stock for more than one item. Sometimes rice, sometimes tortillas, sometimes guac, usually no ice in the beverage machine, it's unbelievable. When you walk in, 99 times out of 100 you will be bothering the staff just by entering the building. How rude of you to walk in and expect to order something to eat at a restaurant; they are much too busy blasting music or talking amongst themselves to care to take your order. Every now and then you will get lucky and have an attentive person behind the counter, but it's not often. The restaurant is always a mess. Tables are usually dirty, the trash is always overflowing, the drink and cutlery section is always messy and usually missing cutlery items. All this can be overlooked because the food that is available still has the same great taste you can expect from a Chipotle. However, you might as well not even bother with pick-up ordering or delivery. When you order pick-up, there is a 99% chance that your order won't be ready for at least 30 minutes after the pick-up time you schedule. We have tried ordering delivery four different times, and have not yet actually received our order. Not even once. I frequent Chipotle restaurants around this region as I travel for work and Chipotle is one of my favorites. There are busier locations that do a much better job handling the volume and providing a clean and comfortable atmosphere that you would expect from a restaurant. It's just too bad that there isn't another Chipotle location within 5 miles...