Chipotle Mexican Grill — Restaurant in Jacksonville

I ordered on the app and arrived at the time for the order, 3:00pm on Tuesday, February 28. When I got there, a manager was conducting interviews while a supervisor was training a new employee. They left one person alone to run the entirety of the line. She had not yet made my order; she noticed me trying to find it on the mobile pickup shelf, and asked for the name. She then started to make the burrito by placing the rice on the tortillas, but promptly abandoned making the order to serve new customers who had just entered.

I waited for a total of 15 minutes standing in front of the mobile pickup area with the supervisor walking past me several times. At one point, she gloved up and added the beans to the burrito. Then the woman running the line alone asked her to key in an override on the register and without taking off her gloves, she walked over to the register, took the receipt from the customer and handled other items he was holding. Meanwhile, the employee she was training, who was wearing his shirt completely untucked, did a chip inventory, resulting in his shirt scraping across the beans and rice on the tortilla, pulling the tortilla halfway across the counter. The supervisor, without changing gloves, resumed making the order.

I called her attention and apologized for the inconvenience (which I absolutely was in the right to call her attention to), told her what had happened and requested she restart the burrito (which had been sitting a full 15 minutes anyway at this point). I tried to be quiet to not embarrass the man she was training nor call attention from other customers so that it would be handled discreetly.

However, she promptly responded by getting incredibly defensive, adopting an aggressive body language, raising her voice at me that I wasn't allowed to wait in front of the mobile app pickup line and pointing at a table demanding me to sit down. I told her there hadn't been a problem for the full 15 minutes I'd been standing there until I pointed out a food hygiene handling problem. She responded by telling me to "go stand over there" and I said, "that would block fire egress. So you mishandle food and want me to break fire code?"

At that point she told me to "sit at a table over there while I wait." I replied that I would not in fact sit where I could not see her handle my food and that I was no longer interested in the order as I had been here 20 minutes past the pick up time waiting and did not trust that she was following SafeServ handling requirements. I told her to refund my order and she refused.

I called corporate, received the refund immediately, filed a complaint with the health department. The supervisor does not follow food safety guidelines, was actively training an employee who was breaking uniform requirements leading to food safety issues, and abandoned her own employee to run the restaurant completely alone while she trained someone to stock and the other manager conducted interviews. No wonder they were hiring; who would ever work for someone who doesn't support their employees, cocks attitude with the cashier and guests, and doesn't even know SafeServ nor fire code law for the state...

What can I say about this location that hasn't already been said, I went this evening about 530 pm:

1. there was a 10 minute wait on steak which is fine if you ask the customer do they want to wait and of course I did. Only problem was after a 20 min wait the steak was almost ice cold? Why did I wait 20 mins for cold steak ? I'm so confused

2. the staff seemed more concerned with each other than the customers. Prime example, the cashier tells my wife that she didn't order the bowl that's at the register. My wife had to tell her three times that the food was hers. Once again, the cashier was literally just not paying attention. Oh, let's not forget you are standing in front of the person making your food so you know whats yours. Still unsure what the disconnect was here.

3. Dinning area was disgusting. But what's crazy is that there was 10 employees and about 4 of them were just standing in one spot not doing anything while customers pile up. But that's okay because the one thing they did have time for was small talk amongst each other and little inside jokes...yay!!!

4. Last but not least , the food has took a turn for the worst. My cold steak had no flavor nor did my wifes and to put the icing on the cake , the beans and rice were under cooked to the point where it wasn't even edible. Literally had to pick it off the food. My wife wanted to return the food but I said no need because we will NEVER RETURN. THE ONLY REASON THIS PLACE IS STILL OPEN IS BECAUSE MARINES DO NOT CARE ABOUT ANYTHING EXCEPT PORTION. You will get a large portion here, that's for sure. But if you're looking for anything besides that go elsewhere. Don't get me wrong, I like Chipotle and have for many years but this location is just not cutting...

Worst chipotle experience. Usually I order a burrito and the employees fill it up a good amount. But tonight was different. I wanted a bowl instead and I greatly regret my decision. I went in with my friend to order and was greeted with a wretched smell of feces that lingered through the store. My friend ordered first and she got a decent scoop of rice but only got about 5 black beans, and barely got a half scoop of steak. I was next, I asked for a bowl with brown rice. I saw that the container holding the rice barely had any left and I expected the employee to maybe go grab another container of rice. I was highly disappointed when the employee looked at the rice looked at me then back at the rice and proceeded to give me the tablespoon of brown rice left in the container. Don’t even get me started on the beans. The employee literally took the black bean container out of the line and scooped the last 4 beans out of the container and put that on my tablespoon of rice. Next was the protein choice. I chose the barbacoa beef. I was given a proper serving of the barbacoa but compared to my 4 beans and my one tablespoon of rice it looked like a massive portion of protein. I also got a single scoop of sour cream and a single scoop of queso which drenched my bowl because the scoop of sour cream and queso practically turned my bowl into soup. The cheese that was sprinkled onto my soup is probably best part of my chipotle bowl(soup). When the cashier received my bowl to close it up he looked at my bowl with utter sadness, and still charged me full price for my 1/4 filled soup bowl. Do...