Chipotle Mexican Grill — Restaurant in Florida

Sun Oct 20 2024: The manager completely let her entire crew drown tonight. First and last time visiting this location. For starters, the dining room was filthy from the table tops to the seats; everything was sticky and disgusting. Line was nearly out the door, not unusual for a Sunday evening. I was with my elderly mother so we chose to dine in. Every worker seemed overwhelmed and the manager would only pop out to order someone off their station and put them on another which I think caused more of a delay. Seeing all the workers busting their butts I asked to speak with her to see if she could wipe down some of the tables herself so we could have a clean place to eat our food. Well that seemed to be an outrageous request for her because she ordered the cashier, who was in the middle of ringing me up and again with a line nearly out the door, to go and clean the area where I wanted to sit only. I asked her why she couldn’t do it herself and she replied “don’t you see him coming with a rag? I’ll have it taken care of” and walked off. The exhausted young man came and did a poor job wiping the area which I do not even blame him for. He was working the register and the mobile orders by himself. I asked to speak with her again and she told the cashier to advise me that she was busy. When she did come back out she asked “what is your problem now?” At this point I just asked for a refund and she seemed highly motivated to help with that even though cashier was already doing so. I asked her why she couldn’t roll up her sleeves for a few minutes and help her crew out. She replied “as you can see we are really backed up and you have no idea what I’m doing in the back?” My mother told her that she really needed an attitude check while I also told her that her attitude sucked and that she was letting her crew fall in the weeds. She very condescendingly kept repeating “Thank you have a nice day” she must’ve said it 5 or 6 times. I have never known of a member of management at any company to 1. Speak to customers this way and 2. Absolutely let her crew sink while copping an attitude when being asked by a paying customer to help them out. If she is too good to pick up a rag and wipe down a few tables while her crew gets caught up then she doesn’t need to be a captain of that ship. Food was sitting for 5 minutes getting cold with only the two people up front. I counted 8 employees who were all busy except for one who literally stood within eyeshot and was just messing around on her phone. This manager is extremely lucky that she didn’t end up wearing the food and drink we ultimately returned. I literally wanted...

My husband and I visited the Chipotle on Bloomingdale Rd in Brandon, FL today. This particular restaurant is undergoing a change in staffing and the management team is working very hard to improve the condition, the atmosphere and service levels. The manager JaMarius & his assistant manager Zeke were open to the feedback that I shared with them and thanked us for our understanding and patience. I know firsthand how challenging running a restaurant can be and when a Mgr has so many issues plaguing them, then, it's important to be mindful to first address the "Issue that Impacts the Business the most". Then, seek to resolve the issues that can easily and quickly remedied. Small tweaks in that Chipotle will render big gains and better customer surveys which will ultimately result in better revenue for that location. I commend JaMarius & Zeke for their valiant effort to turn around that Chipotle. I'm confident that in the weeks to come that they will be able to get the store fully staffed, trained, and, will soon have more satisfied customers! Just remain focused, re-train the old employees who are willing to learn & grow and get rid of the one's who don't! Hanging on to employees who are not customer service driven, passionate about culinary, and don't take pride in the Chipotle Brand is dead weight. Hire new employees and train them yourselves...don't let current employees train the new hires because you run the risk of them being tainted and misguided by the disgruntled employee. This Chipotle location has a lot of hurdles to overcome but my husband and I were pleased to see the change that is underway and we will continue to frequent this location and are excited to see what's to come. The new management team is FANTASTIC and are working hard to improve the Staff! Keep your chins up and remain focused on improving the Customer Service, food quality & cleanliness and remember a Smile Goes a Long Way!!! Customers will always remember how you made...

I ordered on the Chipotle app (and arrived within the timeframe of when it was ready - they were bagging the order when we picked it up) & the food was cold and not correct. I came in and addressed the cashier, Tatiana, told her what I ordered, & asked her to touch the cold food, as well as see the order. I was then interrupted by Mona asking was this an online order. I replied excuse me I was speaking with the cashier. Mona went back to the line to start making food and Tatiana apologized for the interruption and asked would I like the food remade or a refund. I requested a refund. She explained Mona was the manager and she had to wait for her approval while calling her. Mona visibly upset stopped helping customers that were in line to tell me I yelled at her and was rude at which I responded I didn’t yell - however, you did interrupt and let you know I was speaking to the cashier. Mona continued to make food as we waited for her to do the refund and after 10 minutes I called for her asking did she intend on completing the refund. She then mocked and repeated this is why I tried to help and I replied but you interrupted, then said I yelled, when no one was yelling. She interrupted again and said I was rude. I smiled and said Mona, you just interrupted me again, if you would take the time to listen to the customer, she interrupted again then stormed off in the opposite direction.

I feel terrible for her teammates that saw the behavior and the customers in the restaurant. I won’t boycott Chipotle of anything, but perhaps this is an opportunity for the staff to learn etiquette and handle the situation at least promptly. Because Mona was so upset that I told her excuse me I was speaking, she could not do her job, and refund the money.

She was only focused on telling me I yelled and was rude when in fact I should be the one frustrated at the cold food &...