Chipotle Mexican Grill — Restaurant in Jacksonville

I've always loved Chipotle. I live about 3 minutes away from this new location. I used to drive miles to a much further location. A few months ago when I noticed that a Chipotle was opening soon, I was very excited that a super close Chipotle was opening around the corner.

I've been here 3 times in the las week and employees don't even know how to process a digital gift card. How is that even possible? We live in the 21st Century.

I understand that this is a new location and the associates might be still learning, but this is unacceptable. I had my phone ready with the Chipotle Rewards bar code ready to scan it (from the Chipotle app) and the cashier said, "scan it", that was fine. At least she knew how to do that.

I had added a digital gift to the app and I had enough balance, so I swapped from the Rewards bar code to the bar code of the gift card. I told the cashier, I'd like to use a digital gift card as I was swapping the bar codes. She started to look at the computer register and started making faces (as she didn't know what to do). Quote: "I have never seen one of those before."

Eventually, she asked the manager who was next to her. The manager who had just made the burrito I was purchasing was three feet away from her.

I have my mobile device on my hand and the manager looks at me with a weird look. I said, It's a digital gift card (showing my phone) and giving me that look, says "it's a screenshot".

He could have asked if what I had was a screenshot, but he didn't. He should have never assumed that. I responded "it is not a screenshot, it is a gift card that is on my Chipotle app and I hit the home screen on my app so he can see that. It is ridiculous to assume something, rather than asking. Again, the manager behavior was SO inappropriate.

What's ven worse is that, neither the manager nor the associate apologize for the delay or his behavior and just clicked the buttons on the computer to process the payment. At that point, the battery on my phone was at 1% and phone died as the manager is trying to select the right method of payment on the computer.

I had already scanned the gift card not once, TWICE on their scan reader. The manager asked to scan the gift card for a THIRD TIME to which I said, I will have to use my credit card, my battery just died. I paid and left.

Very unprofessional behavior from the manager. Neither the employee nor the manager said "I'm sorry," or anything.

Train your employees and give some customer service classes to your manager. They will benefit from it.

I will probably never come back. I would rather take my business...

This location is new (opened in March 2023) This was so excited when it opened! But it won't last. I ordered online once before, got there, meals not ready...ok no big deal. I ordered tonight (6/6/2023) online & even signed up! I was entitled to a free guac dip because I signed up. I set my pick up time for 7:50 got there at 8pm. Used the drive thru. My order was nowhere to be found (mind u they took my $$ out FAST when I paid online, PLUS a dollar & some change as a down payment). The kid at the window kept saying my order isn't there. He said he asked someone else who just went on break if they had made my order?...Of course not! I'm showing the kid the $ I had already spent & a screen shot of my confirmed order. Finally he got some women to the window & uncrumbled my order receipt & I confirmed. After getting off of a long day from work, waiting in the drive thru for 17 mins I finally got my freezing order w/ no side of free guac, no napkins, no apologies. This location is not making a good impression. I really want to cancel my membership. What's the point?? Food never ready, can't redeem what was offered to u, time wasted for cold food, steak so tough takes u like 6 mins just to chew & swallow, ate a burrito w/ a fork & knife, no extra cheese, steak or sour cream that I paid for! Not even napkins for this baby...

Stopped for lunch and got a bowl. Lots of rice, a sad spoon of beans, an even sader spoon of chicken. I stopped the server and asked him is that all the protein I get and he basically said yeah and shrugged. Asked him for more beans and moved on with my life. I am not big on protein, on the contrary, but every 3 bites one piece of chicken sounds like im not getting what i paid for...

Keep in mind this is not the 1st time, same exact happened w 1 of the 2 bowls (steak) I purchased

Picture of 1/3 of my bowl left with exactly 1 piece of chicken left. Could not finish it cause I was eating rice and beans which were so bland

UPDATE: got the same exact bowl via the app and realized the store overcharged me, not sure where since I was not offered a receipt; I was the only customer in line so it couldn't have been because they were extra busy. Changed from...