Chipotle Mexican Grill — Restaurant in Jacksonville

Preface: In reading the reviews here from others, this seems to be a common issue lately with horrible service and poor leadership. I'm betting the "manager" that helped me during my visit is the same one referenced in others' posts.

Date/Time of Visit: 11/19/2024 @ approx 6:50PM

When I order a kids meal in store, there is ZERO issue in asking for the 3 little spots in the kids plate to be filled, 2 with rice and 1 with beans. However, the app does not let you choose 3 options for the 3 spots on the plate. It's feedback to fix the app, but overall, no problem, I figured I would just make the request when I picked up the order.

I got to the window, the girl who assisted me handed my the food. I took it and explained my request. She told me I'd have to go in to be charged for the rice. I explained again, thinking maybe I was not clear enough (reiterating my first paragraph to her) and she doubled down on charging me. By this point, her attitude is apparent and she's essentially not even making eye contact, looking at the wall as we converse. I explain once more and she says okay and walks away. I see her grab gloves thinking she would be accommodating but she never returns.

Instead, another young man comes over and offers to get my meal, so this tells me he didn't know what was going on. I explain the issue to him and he steps away to ask what he can do. He comes back and says the girl who first helped me said I'd have to come in and pay. I asked who she was, and he says the manager. I ask for her name, and he will not provide it. She is a MANAGER and essentially walked away to ignore me and leave another non-manager employee to deal with the issue. It's unprofessional at best.

I ended up getting a card with the GMs name on it. And I really hope this girl was not the GM, and that the actual GM would not condone such behavior from one of their managers. The lack of professionalism and unwillingness to accommodate a customer making, what I believe is, a valid request is unbecoming of the service I've enjoyed from Chipotle over the years, including this particular location. I was not asking for guacamole or queso or protein for free - its rice, and people ask for extra rice in their entrees all the time without issue.

I am not arrogant enough to think that my $ will be missed in the grand scheme of things, but if, for $1, this manager was willing to treat a customer this way, then she needs to re evaluate her decision to be in...

We’ve recently started coming to the location frequently as we love Chipotle and it’s the one closest to our new home. DO NOT mobile order for this location.

We’ve had multiple small issues where they leave off something we ask for or don’t give us the double meat that we paid for (whatever no biggie, never made a stink about it). Well yesterday, we had another error with our order. My girlfriend ordered a burrito but instead we were given a bowl. We decided to take the food back after we got all the way home and found out the mistake. The lady behind the register acted shocked that I would come in about this and asked if I just wanted a side tortilla for it. I politely declined and asked if they could just remake it (obviously they can’t wrap it for me even though that would be the easiest thing). After much huffing and talking with the manager she came back and snarkily told me that they’d remake it only if I throw the meal away back behind me and get to the back of the line. I’ve never once had them remake my order when they messed it up before (they’ve done it at least 4 times) and I’m soft spoken and hate confrontation (the girlfriend urged me to go in). There’s no reason for me to be treated like that. Anyways thank you for coming to my TED Talk. Find a...

I would give them a negative one if that was possible! Horrible experience. Used the app to order which was fine. I still had to wait 15 minutes for my order when I got there. But the worst part is we're vegans so we always order extra peppers, onions, guacamole, etc so after we waited for a pre-ordered and paid for meal, we got home with 2 plates, tacos, and 2 quesadillas that literally only had rice and beans, and it was a small amount of beans so we spent $42.00 on rice! I was livid, tried calling store but it went to fax machine or something because I never got through. The next morning, I tried the store again, same issue. I got online and followed their customer service prompts but that was a huge waste of time, 35 minutes exactly. Finally, I emailed corporate, gave them my receipt info, an explanation of the situation and told them I had pictures plus the food still on my counter. Well, they never responded and I'm stunned! I've been a huge fan since day one and to receive this poor quality of food and service makes me question the quality of their ingredients. I will not eat food from establishments that do not understand the value of my time,...