Chipotle Mexican Grill — Restaurant in Jacksonville

Ordering here is a joke. Working in a medical office we can't spare going anywhere when we go out to eat, so we often rely on delivery. Today's experience showed us Chipotle's true colors when it comes to greed. When ordering we made the very human mistake of hitting pickup instead of delivery. Realizing it, we went ahead and called the store to see about changing this. Immediately the employee sounded unsure and stated that we couldn't change our order to delivery due to them delivering through a third party service. Understanding, we asked if we could cancel and reorder, the associate stated that no we could not cancel over the phone and instead had to have our order canceled online, and then fill out a form for our items to be refunded in 15 business days. When we went online it informed us to cancel our order, we had to contact the store to go ahead and cancel. At this point, we where absolutely frustrated. Calling back the manager Greg informed us that he had already canceled our order (after being informed they couldn't) and that the only way we could be refunded was online! They basically where okay with us not getting food and taking our money despite getting absolutely no service. Leave it to chipotle's greed, he was absolutely unhelpful and uncaring and stated that "Maybe next time, you should make sure to click delivery".

You can bet that Chipotle will never get our business again.

TO UPDATE we wound up picking up our order from the store. Once there, one of our coworkers asked to pick up the order. One of the associates rudely pointed out asking if she had seen the rack where they keep the pick-up orders. Our coworker didn't even realize there was a pick-up rack but went ahead and went to pick it up. Once she got it the girl rudely snapped "Got it?". With our food, if it was out of spite due to the situation or what, was sloppily piled into the bowl. I've never had my food given to me like this from Chipotle and am seriously disappointed in not only the policies that the company has placed but the attitudes of the employees of this store. As stated earlier, Chipotle will never get our...

If I could give my experience tonight, zero stars I would which is a shocker to me. This location service use to be spot on! And now it has drastically gone downhill over the last couple of months.

For 45 minutes we waited for steak and it wasn’t even on the grill close to being finished by the time we left . Almost every vegetable, including rice was completely empty with scraps left in the bins. Now while that is normal, when looking back in the kitchen area, there wasn’t anything being worked and the young lady they had on the grill looked quite confused because she wasn’t properly being told what she needed to cook by her front line .

The young lady that was on the front line who was greeting Your customers had an extremely piss poor attitude, and an extremely low monotone, and didn’t even bother to look up and ask could she help us? We had to almost put our ears to the glass to hear anything she said. When I asked, was there any more chicken steak or any of the other meats working she literally looked at me and shrugged when all she had to do was turn around and look in the kitchen and ask her cook. There is no wall there, so this was clearly poor customer service With someone who had a pissy attitude they had to work on Valentine’s Day. Not to mention in your online/carryout order department the young lady minutes laughing on her phone and texting for over 20 min yet initially before coming to the restaurant, we tried to place the order online and the restaurant wasn’t accepting online orders. So there has only been four people in line for 45 minutes. You have your online carry out department person texting on their phone nothing being worked in the kitchen and the young lady at the front counter taking orders with a nasty attitude

I don’t believe this is management fault it seems like the staff that was hired doesn’t really enjoy their job. Keep in mind. All of this happened around 8 PM and the location doesn’t close until 11. So to run out of everything by 8 PM with nothing working for over 45 minutes says...

My husband and I just returned from one of your Chipotle restaurants in Jacksonville, Florida.  The location at 4865 Town Center Parkway Suite 1 was in what I would call utter disarray this evening. When we arrived it was about 7:30 p.m. , and the line was wrapped around 3 quarters of the entire restaurant.  I just thought it was a very popular location and didn't mind the wait. When we finally got to the front of the restaurant, I witnessed what I never should have seen at Chipotle before, and as a customer of your establishment I was very disturbed.  There were empty dirty pans stacked on the counter behind the serving line.  The serving line was out of most of the toppings people enjoy.  When I asked if there was more of an item the server said no, because "she would have to go to the back and find it".  I told her I would wait. The floors and the serving line were lined with lettuce, and spilled, dropped food.  I was very confused because I had never witnessed such a mess at any Chipotle restaurant before, and this location is in the heart of the St. Johns Towncenter -a very prominent, well kept business community. No one worked together, there was no sense of urgency or preparation on anyone's part.  The cashier seemed to be a little flustered by the number of what seemed to be Uber driver orders, but not sure.  I was just curious as to why there were so many people just waiting around.  I am sure you will receive a number of negative YELP reviews for this evening, with hopes that this is just a once in a while occurrence. My conclusion to this chaos was that there was zero preparation done for the massive dinner crowd tonight.  I hope there will be some additional staff hired, and training and/or coaching administered on how to prepare for and service customers at this location. Not dis-satisfied, just disappointed...