Chipotle Mexican Grill — Restaurant in Florida

Today I came to enjoy my favorite bowls at chipotle because I wasn't having a good day because it was Memorial Day and my favorite cultural restaurant was closed and other factors of the day. I came in to unhappy employees but didn't let the lack of customer service effect me, I ordered my food and get what I usually order but as I sat down to eat I didn't enjoy it because the child that made my order put too much sour cream. I was basically eating sour cream and rice and it was disgusting who eats food like that? I tried mixing my guacamole and meat with it but it didn't satisfy my taste and I noticed an employee walking by to clean the restroom and I caught her attention and told her I can't finish my meal it is unpleasant and I would like a refund. She explained that she would have to get her manager and she did and I explained how dissatisfied I was with my meal because I was basically eating sour cream and rice and he rudely told me " No! I'm not refunding your meal " I asked why he simply said because I ate out of it he refuses to refund me my money for some trash. I wasn't having it, I was most definitely not going to stand there and argue with a senseless, careless, emotional-less manager who doesn't believe in refunding people their money for disappointment. I throw the bowl straight in the trash in front of him. I choose to eat at chipotle at least twice a week due to my busy schedule at work and I never have complained before even when they gave me the wrong online order, they placed too much salt in the rice or the time my guacamole was brown because they placed it in the heater waiting for me to pick it up. You would think they train managers to look at the factors and do people training and learn how to handle situations. I never once heard out of him a " I understand your meal was not to your satisfaction, I would be more than happy to give you a replacement meal or your money back" " I'm am sorry about that ma'am I understand where you're coming from I most certainly wouldn't have enjoyed a meal like that. " it's called customer service that manager should take up while dealing with customers. Without consumers like me they wouldn't have a corporation. I definitely will share my experience through social media, friends and family like I shared with you and hope you share with others. Thank you Chipotle for not handling complaints ideally or with care...

Eric Romig I would like to preface my comment with the fact that I eat at the branch located at 12648 Orange Blossom Trail Ste 30, Orlando, FL 32837. I eat there 2-3 times a week and they are a bunch of great employees. Always so professional, helpful, if you ask for just a little extra, they never say no...love them..that being said, I would like to tell you about my experience I just had at the Chipotle at 1700 Sand Lake Rd Ste D110, Orlando, FL 32809. I have eaten at this location many times as it is about 15 minutes from my residence. In an attempt to help its customers drop some calories and have a healthier choice, Chipotle now officer cauliflower rice. During the last several weeks, that is what I get and love the stuff. Do not mind paying $2.00 extra for it as it is so much healthier than either of the other rice choices. I walked up to the counter, a young lady was very professional, asked what I wanted. advised her I wanted a bowl to go with cauliflower rice. She advised me up the up charge, advised her that was fine and she scooped out 1 little scoop and then asked what else I wanted. I asked her if I could get a little more because it was almost nothing. She stated if I wanted more she would have to charge me double....My eyes got big...and then explained when I used to get the other rice's, I would also get 2 scoops, without question. She stated that she could not do that. I requested to speak with the manager and he came right over. He was very polite as well and I explained to him that my rice choice was the cauliflower rice and that and that I always get 2 scoops. He advised me that the cauliflower rice was not a replacement for the other rices....I advised him it was, it was a healthy choice that Chipotle was providing for its customers and there was an additional change, but it was till my rice selection. He again advised me it was an add on, I could get regular rice and add the cauliflower rice. I advised him the whole point of getting that rice is for the reduced calories and carbs. He advised me he could not do it....i stood in line for a second shocked and amazed, this is not the Chipotle I love so much. I thanked him for his help, refused the service and walked out. At this point, I think I will have to consider spending my money elsewhere as it does not appear this branch is interested in...

Subject: Formal Complaint Regarding Disrespectful and Culturally Insensitive Behavior by Store Manager "Leiros"

To Whom It May Concern,

I am writing to formally express my deep frustration and disappointment following a recent experience at one of your Chipotle locations involving an employee named Leiros, who I was informed is the manager on duty.

During my visit, I placed an order and requested a "bowlito", a common term used in Puerto Rico to refer to a burito bowl or similar meal. Instead of fulfilling my order, Leiros proceeded to hand me a tortilla.I politely clarified that this was not what I had asked for, and again stated "bowlito." Rather than acknowledging or seeking to understand the term, Leiros dismissively replied, "That's not the proper way of saying it."

When lexplained that "bowlito" is a culturally familiar and widely used term in Puerto Rico, his response was: "You are not in Puerto Rico." This comment immediately struck me as culturally insensitive and unprofessional. What followed was a tense exchange in which I had to defend a simple linguistic variation from my heritage. It wasn't until he realized the argument was escalating that he stopped himself and coldly said, "Let me just stay quiet." He then proceeded to ask which ingredients I wanted and completed the order without further issue.

While the transaction may have ended, the disrespect and racial profiling did not. I left the store feeling belittled, unwelcome, and judged not just for how ordered, but for where I come from. This was not just poor customer service it was an offensive, dismissive interaction that no customer should ever have to endure, especially in a company that claims to value diversity and community.

I'm requesting the following: A formal acknowledgment and apology for the behavior exhibited by Manager Leiros Assurance that staff at this location will receive cultural sensitivity training. • Confirmation that this incident has been reported and addressed at the appropriate managerial level.

believe Chipotle has a responsibility to create an inclusive environment where customers of all backgrounds feel respected not corrected, dismissed, or culturally invalidated.

Please contact me to confirm that this complaint is being taken seriously and what corrective steps are being...