Chipotle Mexican Grill — Restaurant in Haines City

I ate at this location, 12/28/24 & had 2 very negative encounters with the manager & the food… I was initially turned off when I asked for chicken & pork & the lady servicing said “it wouldn’t make sense, i can’t do it like that AND it’ll cost more”. Even when I politely said “no problem i’ll pay the uncharge” (because i always do at other branches), she shook her head no as if im not a respectable paying customer, then proceeded to NOT give me what I asked for, & began to help the next.

I let it go & assumed she was just having a bad day. But what made matters worse, i get home to eat & choke on a bone from the BONELESS chicken. I can not make this up… I called to speak to a manager, went back in to show them the bone(one inch long, sort of thick) & the lady that was serving me originally, turned out to be the manager. Once she seen who i was, her care for the matter was nonexistent. She brushed me off told me to wait as she continued to make “to go” orders with a full staff & no customers. I sat and waited while no one was in line or offering to help me. So I finally asked (moments & minutes later), “hey what exactly am i waiting on”, thinking there would be some type of incentive, gift card, apology, a remake, an EXPLANATION…. She told me i need to get in line & tell a worker what i want, then she walked off from me. It was very intentional to not give any direction.

I was so disgusted with how i was handled at this location & pretty much traumatized from eating the chicken because she gave me no explanation of it.

I DO NOT RECOMMEND THIS LOCATION just based...

The service that this person named “GAMA” (very tall guy, green eyes) provided to my family was very rude and disrespectful, Me and my family made the 25 min line because short staff (totally understandable). We ordered our food, and I was on the table breastfeeding my 8 month old baby.. my husband was in line and wanted to order a cheese quesadilla for my 2 year old, and this rude and not trained to serve people employee told my husband that he needed to do the 25 min line again because he already passed the order line, my husband wasn’t even on the register counter YET.. he didn’t even passed the queso and pico station.. I feel very disappointed because my baby was hungry and we were not able to give him our food because it was spicy… I felt very bad when he treated my husband like that, and with my 2year old just wanted to eat… If you have kids you will know what is that someone treats you like that specifically when this is for your babies meal.. This person is NOT TRAINED TO DO A CUSTOMER SERVICE JOB!!!!! AT ALL! Please if you are going to open a restaurant, hire people that are capable to the job that they are performing, and if you don’t want to go to work, then don’t go. People don’t deserve the bad treatment that you do because you don’t like...

I walked in and there was not a single customer in the restaurant and only one car in the drive through. I asked the woman at the counter for a adult quesadilla meal and was told that is "online only." I'd have to use the app. I told her that the customization options I want are not available in the app (if I want chicken, it can't be a side, it has to be a filling) and she told me "oh, it shouldn't." I told her "It does." She repeated that the quesadilla meal is online only.

So by their logic, they couldn't possibly make me a quesadilla and stick chicken and rice in the side container if I ordered it in person, but if I were to be able to order such a combination on the app, it would be perfectly fine? What it comes down to is that nobody wants to actually work anymore and the person who helped me wanted to do as little work as possible, so she referred the b.s. policy that no other Chipotle enforces.

EDIT: I already reached out on the website and they gave some ridiculous excuse. No point in reaching out if you're just going to make excuses for what is...