Chipotle Mexican Grill — Restaurant in Jacksonville

I visited the restaurant today because my daughter ordered from Door Dash and the food was made horribly. I asked for the manager. The employee/preparer at the Drive Up/Pick Up window was pleasant. He got the manager after asking him to do so. The manager was pleasant. I told him about the issue that I was having. I articulated the issue. I handed him the food as well as any documentation pertinent to the order. Initially he seemed agreeable to make the food. I stood in line and greeted the preparer twice before he opened his mouth to say anything. He said he said how are you twice in which it was a lie. When I proceeded to order he was even more rude and walked away as I was talking to grab a container top on the corner near the register so I walked away to talk to the manager to inform him that the preparer was rude. At that time the manager informed that they could not make my food because he couldn’t find it in the system. He stated that it pulled from another store. I called my daughter to confirm the location. It was indeed the Middleburg location. It did not sit right with me that instead of sending me to an entirely different location that he didn’t make it right and remake the food. I did not say a word. I drove to the other location where I met the GM and she (Cathy) made it right. She stated that the location I visited remakes food for other locations for certain situations. She did not understand why I was turned away. I’m happy that I visited the other store because the restaurant is extremely dirty. Updates (another occurrence 1/18/25) My daughter ordered our usual through DoorDash. Our bowls did not arrive in good shape and was initially what we thought were missing ingredients because the bowls barely filled. My daughter decided to visit the restaurant. She was treated very poorly by Mary (the manager). Mary was extremely rude, picked through the bowls and said that everything was there when in fact, it was for my bowl. After looking at the choices, it was correct but barely there and it looked extremely picked through and messy. She stated that my daughter had to repay for the bowls. She then instructed her to go to the back of the line. My daughter asked me if I wanted the bowl in which I said no, not after her being treated that way. She ended up wanting the bowl but not repaying for the bowl when she reached the register because remakes are supposed to be free according to an associate. I know this to be true from a previous experience. Mary did not argue because she knew it to be true as well. In addition, she wouldn’t even throw away the food that my daughter had brought back to the restaurant. Mary does not need to be managing a store much less handling issues or dealing with the public. There was a way to handle this more...

I’m not sure what to say other than absolutely horrible customer service. Wife picked up our order around 6:40 PM. We had 4 items on our order totaling exactly $43.00.

When she got home 15 minutes later, only 2 items were in the bag. She called the store and was placed on this horrendous automated loop. We finally managed to get an employee on the phone.

She explained to her that we were missing two items on our order. The first associate acted like she had no idea what my wife was saying and put someone else on the phone.

The second associate kept saying “We put your items in the bag” to which my wife kept saying “You didn’t, we are missing two items.” After the second or third go around, my wife was getting upset. The associate was incredibly rude and kept telling my wife that she was wrong (lying) The associate hung up as my wife was trying to explain which items were missing.

I took the bag with the two out of four items with me to the store. 15 minutes later I get there and tell the associate at the counter we missed two items on our order. I gave them the name of the order and explained which items were missing. Again they tried to tell me they put the items in the bag. I showed them the label that had all 4 items listed and took out the only two items in the bag.

After a few minutes they finally agreed to make the two missing items. No one apologized, offered to re-make the now cold two items or offered any sort of compensation.

I understand things happen and people forget or make mistakes, but the attitude was completely uncalled for both on the phone and in person. I am typically a very patient person but this was ridiculous.

I would love a manager or supervisor to respond to me, as one wasn’t available last...

If you want a bowl of slop and mediocrity with a side of stale chips, come on by to the Chipotle on Argyle. I am the fool writing this post for continuing to patronize them out of convenience and faulty hope that they’ll actually do better next time. Whether it’s the older lady with colored hair and a bad attitude handing me my food in the Chipotlane or the super soupy rice that creates puddles in an already flimsy “sustainable” paper bowl… I. AM. DONE. It’s bad enough you complain and they don’t refund you any more, but instead force you to spend your money with them in order to get a free bowl for the inconvenience and letdown. I’m disturbed. You spend $10 a bowl and to feed 3 heads, you could buy the ingredients, cook it yourself and come back for 3rds with money to spare. I’m tired of complaining on the app. At this point I’m making myself look like I’m on a hunt from free food because this locations FAILS to meet even the minimum of standards every time—NOW THAT’S SKILL. One day we’ll find and keep the thrill of cooking at home and stop giving our money to businesses that don’t value us or our feedback. One day food industry owners will actually take heed to feedback, stop by, see what the problem is, roll up their own sleeves, clean house and provide better service AND food! If I just gotta have it, I’ll take a further...