Chipotle Mexican Grill — Restaurant in Gainesville

Chipotle workers at this location will do each web order that comes in their printer before anybody that is in line so be ready to really really wait should you go in person. Today is 12-31-23 7:30pm (a very uncomfortable day to work i know but our business is open right now with half owners working and half the employees working and this kind of things cant happen there). We just received the second worst customer service ever in our lives by a lady with colorful dreadlocks hair who seemed like the manager. The other employees wouldnt talk as if they were scared or something. She didnt look like a mean person outside of work but maaan, her customer service showed completly otherwise.

We arrived at 6:16pm and very patiently and belly painfully waited until 6:48 in line. There were around 15 people in front of us and the line wasn’t moving. At some point we were first and we noticed what was going on. Web orders wouldn’t stop coming in their printer and they would just do them, even though they said PROMISED FOR 7:30pm and there was plenty of time to made the “promise”. So I asked this lady to my regret: do you guys make every single online order before us who have been here for more than 30 min in line? And oh boy did I regret that. She gave me a half answer full rude attitude and the entire store looked at me and we were so ashamed. At the very end, she finished by saying: so to answer your question yes, we do them first and you are welcome to order online too. and I said: well that was my question. And she said: and I answered it twice now, you are making me repeat myself and wasting everybody’s time here. Let me know if we are gonna continue to argue or if you wanna eat. So I shut up cause I was very very hungry.

Funny thing is that before me an asian family went thru a similar experience than ours. Something about a return idk. And I thought this family was wasting all our times cause that’s what the same lady had screamed at them to point the blame to the customer always. But she was saying the same thing to anybody that interrupted her rutine. I realized she was the problem when we were screamed at. Not the asian family. Before the asian family she screamed at a doordash driver so bad that he quit the order and left to find another order I guess. Rudeness after rudeness. Things like: “we are having X issue right now so you can wait or not”. It’s the kind of expressions that are not 100% rude and you can’t pinpoint them or else theyll always have good excuse or: “it wasn’t that bad of an answer” type of defense but constant and with a derogatory tone that only being there in person you could understand. And I’ve experienced similar situations but this one was a notch above.

This lady could be a good person as I am sure but she can’t have this kind of job in the front giving “customer service”. It’s extremely unacceptable. And I mean, it’s cringy and uncomfortable and rude and pretty messed up. This is pretty bad I am not exaggerating. She can’t continue to work at the front. Or more one star reviews will continue I guarantee u that.

To conclude food was good as always BUT they only had chips for guess who… WEB ORDERS lol. I had to laugh at the cashier....

I just want to start out by saying take my review with a grain of salt. For clarification I visited on Halloween which is arguably one of the busiest times for Chipotle because they have any entrée item for only $6 on Halloween. The place was packed everyone was standing in a square line all the way across the inside of the store. It took about 40 minutes to finally be served and that's due to the promo code being such a good deal. Not only were the staff probably extremely exhausted after a long day but they also were running low on a lot of ingredients. First off they had 0 rice no white rice or brown rice just beans a few meats and add ons. I got a burrito with no rice which was something I was willing to sacrifice for the cheap price and the burrito wasn't even bad, I enjoyed it (maybe a bit better with rice though oh well). The real problem was my S/O who ordered on the app instead of waiting in the line. When she got there it was only 10 minutes late which was kind of crazy considering the shear size of the line I've waited longer for my meal in a less populated Chipotle. However after waiting all that time they gave her the wrong meal everything was completely different. She normally will eat anything but there's 1 thing she hates and that's tomatoes sadly for her and luckily for me I'll take it but that won't excuse the fact she got a meal she would pay not to eat. Also she got the barbacoa which is like pulled pork and pork is her least favorite type of meat from the wide variety you can choose from at Chipotle. So I got 2 meals that I'd eat but could be better and my S/O ended up with nothing. Probably my worst experience with fast food, but I give the crew extra points because they were working through that line pretty fast compared to other Chipotle's I've been to and also considering the circumstances. I'll update this review when I go back on a not so busy day and see if they can provide a...

I’m not usually the type to leave reviews- but after our experience yesterday evening, something needs to be said. My fiancé and I came in around 6:30pm, right away noticed how dirty the entire place was. Every single table was absolutely filthy.

Also the music was horrible. Did I walk into a chipotle or a trap house? Might as well of been a trap house because it seemed like all of the employees were high.

There were two people making food, which is usual- but then there were two people standing behind the register- so surely one of them could have stepped away to clean tables since it really wasn’t that busy.

When my tacos were being made she wasn’t even trying to put the food in the tortilla, I’d say 75% was in the bowl outside of the tortilla for both tacos. I ended up having to use a fork and knife to cut my tortillas and eat it as a rice bowl. I usually get a rice bowl, but last night I was in the mood for tacos. My bad I guess.

I also told them that our order was for dine in and they bagged it all up anyways. When it came time for drinks I told the first girl behind the register that I wanted a fountain drink, she pulls the cup out and I hold my hand out to take it from her and she just throws it right in the bag. I know she saw me reaching out to take the cup, and she just slung it in the bag anyways, which was kind of rude.

My fiancés burrito was also not good, he didn’t even want to eat it because he was grossed out about how dirty everything looked at the food station.

I get it, I’ve worked in this industry for years. It gets busy, you get rushed, things get messy- but when it slows down you should take the time you have in between customers to clean up. Especially the dining...