Chipotle Mexican Grill — Restaurant in Gainesville

I have been here multiple times. I get a pretty standard burrito every time I order Chipotle. My only special orders are plain brown rice (cilantro is horrible and I am allergic to it) and a squeeze of lime on the burrito. Every single time I have gone to this Chipotle, they are "out" of one of both of these items (plain rice/ lime). I am writing this review for two reasons; I was once told they had no lime and I was also told on an online order that I cannot substitute the rice after the order is placed (even though she lied about the food being made.

I was confused considering they make the chips with fresh lime every day. I asked a different employee who gave me a lime, suggesting the first employee lied to me. This happened a second time, only they said they do have limes but they cannot get to them because they are blocked by renovators. Sounds like pure laziness to me. Multiple times I have been told they do not have plain brown rice. I don't know if they were lying or were just too lazy to reach back and open the door where they keep the plain rices. I called corporate who assured me that all locations should keep plain rices on hand as many people do like cilantro. I was given a free drink on my last visit as they noticed how irritated I had become. Sadly, it was too little too late. I will not be returning to this Chipotle, despite it being the closest one to me BY FAR.

Update: I decided to try this location outcome last time after promising myself I wouldn't. Sadly, the experience was just as bad as the last several times. They wouldn't take the extra 5 seconds to go to the back and cut one for me and refused to give me one without cutting it. I asked for a small amount of hot sauce, and they gave me an entire ladle full. This is absolutely the most horrible Chipotle restaurant I have ever been to. DO NOT GO HERE.

Update 2: I am an idiot. I tried using DoorDash so I didn’t have to deal with the horrible employee service in person. I placed my order, immediately called and asked for a substitute for plain rice so I could have plain rice (white OR brown, I was trying to make it easy…). I am told the food was made already (the order came through WHILE WE WERE ON THE PHONE, so I know that was complete bs). I explain I am allergic to cilantro and the rice, for whatever reason, has enough that it causes symptoms. She said we don’t change orders on the phone and hung up. I couldn’t believe it, but I should have. THIS STORE IS DISGUSTING. THEIR EMPLOYEES ARE DISGUSTING. I am astounded at how awful someone could be to another human. I have now, yet again, wasted my time and money on this store. Chipotle deserves to go out of business for allowing this store to remain in business. You...

I don't always have a bad experience at this location but the majority of the time I do. Avoid this location if you can.

This last visit was where I drew the line. I asked for black beans, the server KNEW but did not tell me they hardly had any left and gave me a 1/3 of a portion of my beans and gave me so much attitude when I asked for more. Then I ordered my protein, received a small portion, which can be typical at some locations so I asked if I could get more and she condescendingly said that that was already a serving. I told her I understood and that I wanted another serving and she begrudgingly gave me another one with a bunch of attitude and a nasty look on her face.

The person giving me my toppings also had a bunch of attitude and served me incorrect toppings despite me informing them BEFORE they served it that I did not want it, so to please not add it. They looked at me and acknowledged it but still did it anyways!

When I got to the counter to pay, I asked if there was any way I could please get a discount for beans and incorrect toppings. The incorrect toppings did not bother me too much and the line was horrendously long (also did not want to deal with their attitude and just wanted to leave), so I never asked them to remake it. The lady checking out my order just told me she was not going to give me a discount because all those things were free, which to me is insane because at the end of the day I was not a satisfied customer - my order was incorrect which I informed her of, and I was cheated out of my portion. Sure, the beans are not "extra" in cost but it is part of the base cost. The cost of getting a chipotle bowl INCLUDES beans, it's part of the calculated cost, so I thought her argument was baseless. Also, considering the fact they just served me a meek portion and I was never given the option to wait for them to make more beans so I could have my order made to my request, this should be even more of a reason to have been given some sort of discount or credit. She didn't even offer to have my order remade, which is poor customer service on her end.

I still had to pay $15 for the bowl which is ridiculous considering the fact they completely butchered my order and essentially scammed me. I get these larger bowls because my schedule is so busy and I use it for lunch and dinner that day, so this was extremely agitating and angering. I was robbed of my money and time. Not to mention my food was cold when I ate it TEN minutes later.

UPDATE: Pursuant to their response to the initial review I posted, I sent them a message soon after to which they never responded, so I bumped them down...

This is THE WORST Chipotle I have ever been to. I had a free entree reward but was told I couldn't use it because the scanner was broken so I would have to pay and just have to come back another time to claim my reward. Paying for my meal defeats the purpose of even going there! Unwisely, I did actually end up going back to try to claim my reward. When I kindly asked the cashier if the scanner was working, the response " As far as I know, yes" was given in a sharp, defensive, and impolite tone. Of course, the scanner didn't work and she told me I'd have to pay. When I kindly asked the cashier if I could just order the bowl online so that way I could use the reward and it wouldn't be any extra work because the bowl was already done, SHE YELLED AT ME. In a raised voice, she lectured me saying, "I DON'T KNOW. I EXPECTED IT TO BE WORKING BY NOW BUT IT'S NOT. IT'S BEEN BROKEN FOR 3 DAYS. YOU'RE JUST GONNA HAVE TO CALL 1-800 CHIPOTLE AND FIGURE IT OUT YOURSELF." I kindly replied, "I was just trying to give you a solution to your problem" which she responded to with "THE SOLUTION IS TO CALL 1-800 CHIPOTLE". Great. So your solution is to make me pay for the meal and give me a chore trying to get through to the customer service line of a massive company. Perfect.

These people don't care about optimal solutions or satisfying the customer. Chipotle needs to adopt a customer-centric mindset. Be more like Starbucks or Publix and actually treat your customers with dignity and respect. I have never felt so unjustly treated and disrespected.

I agree with the many other reviews on here that suggest just starting from scratch with this location. The staff is horrible, they're always out of some ingredient, something is always broken, garbages are always full, tables are always dirty, there are never utensils, the line is always insanely long, and it doesn't help that the service is awful.

Next time you are considering going to this Chipotle, I HIGHLY SUGGEST opting for one of their many competitors on the same street. Publix, Chick-fil-a, Bolay, Bento, Just Salad, Tijuana Flats, Poke Bowl station, McDonald's, and soon Cava. LITERALLY GO ANYWHERE...