Chipotle Mexican Grill — Restaurant in Jacksonville

To Whom This May Concern,

I am an Uber Eats customer, and I am a Chipotle customer. The evening of July 10, 2025 I ordered a burrito that was supposed to be composed of half steak, half sofritas, and avocado. I also ordered a large bag of fresh tortilla chips with queso blanco cheese, but the chips were stale. There was not avocado nor sofritas on my burrito. The receipt for my order does not even specify that I wanted half sofritas, half steak with avocado. I paid $36.59 for this. (See the image of my receipt below.)

Improve my customer service experience by doing the following: (1) Never ever give me stale tortilla chips, especially when I am paying as much as I am for them and someone else has to pick them up. (2) Always show my order specifications on the order receipt to ensure customer satisfaction. (3) If I order avocado on my burrito, make sure to put fresh avocado on my burrito. Why do I have to tell you this? You are adults. (4) If I order half steak and half sofritas on my burrito, then put that on there. (5) When you say that you are going to give me a 100% refund, do it in a timely manner. (6) Do not charge me or any other customer twice or three times for an order that I only placed once and I am supposed to be getting refunded to me. (7) Make your drinks cheaper. $5 for one bottle of a beverage, especially a non-alcoholic one is too much. (8) Give me complimentary, free items in an appeasement effort when your food quality is terrible and not worth the dollar that I paid for. (9) Have more sales and deals (i.e. buy one get one free or free drink upon completion of a survey, etc.). I contacted Uber Eats through the app, and I was assured a 100% refund, but that refund has not hit my account yet. It is now twenty-nine calendar days later, and a refund still has not been successfully provided. My card transaction history records show that Uber Eats attempted to charge my account for $39.49 again, but the charge never posted. This is the opposite of a refund.

I expect Uber Eats staff and Chipotle staff to give me better quality service if I ever do business with the both of them again. I expect you both to consider my nine ideas of how to improve and to implement them into the way that you do business with me when I order from Chipotle. I expect you to give me my refund either back onto the original form of payment,...

Probably the worst Chipotle I’ve been to in my life, and I wish I was over exaggerating. I placed a mobile order for a quesadilla at around 9pm for a 920pm pick up. Went to the store at 925pm, and walked in to cursing/ offensive language and joking/playing around… red flag #1. Told an employee that I was picking up an order and he proceeded to put on gloves to START making the order a whole 30 minutes after it was ordered. Once he started making the order, he then told me that they were out of multiple ingredients that I ordered for the quesadilla. I simply replied asking for a refund. His response was “well I don’t handle that”… WHICH WAS RUDE. He brought the manager to me, and the manager said that they don’t process refunds! How can you not process refunds?! Especially after YOU are in the wrong? The app should have even allowed me to mobile order ingredients that were no longer available! He then tells me to return another day and say “Chris sent me”… I asked for them to write something down so that it’d be a reputable source. He refused and said word of mouth is enough. At this point I am appalled. I return to the store the following day during lunch. I asked for a manager, and he agreed to make the meal. Once on line, there were STILL ingredients that were missing. I was basically forced to settle for a meal without the ingredients that I wanted because I wouldn’t get my $15 back. After ordering, there was NO APOLOGY, NO ATTEMPT TO OFFER ANYTHING FOR MY INCONVENIENCE. This store is a mess, the management is terrible and there’s no true customer service....

The cook exhibited a highly unprofessional demeanor. Despite my request for a fresh batch of brisket that he was preparing on the grill, he maintained an attitude for no apparent reason. My sister, recently discharged from BrooksRehab facilities after undergoing a significant surgery, was unable to stand for extended periods. Consequently, he prepared the entire chicken while the brisket was already cooked and awaiting chopping. Instead of prioritizing the customer’s request and serving the brisket first, he proceeded to chop the chicken, which took approximately 20 minutes. He then proceeded to chop the brisket while I stood there, seemingly oblivious to my presence. During this time, he engaged in conversation with other customers, as if I were not a paying customer. Eventually, my sister grew weary of standing, and I politely requested that he prepare and serve the chicken, as I would take the brisket at a later time. The workers demonstrated exceptional professionalism, acknowledging my patience and understanding that I had waited for my order. I am uncertain of the underlying reason for his behavior, as he appeared to be smiling at other customers while displaying an attitude towards me. I would appreciate it if this could be rectified, as it is unprofessional for a customer to pay for an order and observe the cook preparing fresh brisket or chicken, only to be asked to wait an additional 30 minutes for it to be chopped, when it is...