Chipotle Mexican Grill — Restaurant in Lakeland

I’ve almost never leave reviews, and especially not customer service related. However, the amount of money I’ve spent on Chipotle over the years – and 100% a case of the hangries – is driving me to do so.

I ordered online for pickup through DoorDash (another mistake, to be sure). My food wasn’t ready on time, but I accounted for that and arrived 20 minutes later than the app said to. It wasn’t ready when I got there either, but no big deal; it’s a busy Sunday, lots of hungry people – I can be patient. So I wait by the pick-up area until someone is called to handle the to-go orders. Then I wait for them to make several orders. When the associate notices that I haven’t taken any of the orders made, she asks to see my purchase info, so I show it to her. She tells me my order isn’t in the system. I’m confused, because I ordered it, paid for it, and have the proof to show for it. She shows me her screen to prove that my order isn’t there. When I asked her what I should do, she shrugged and nodded towards the back of the line. I’ve been to other Chipotles, and I’ve never had someone ignore me and then disregard me, especially after I’ve already paid them for their service.

I’ve worked in customer service for more than a decade, and maybe Chipotle is a different kind of company than the one I’m used to, but if you’re going to have people directly interact with the customers, you might want to select individuals who can do so in a manner that won’t leave them feeling like an inconvenience. I can handle a mixed up order from time to time, or having to wait a bit for it to be made – that’s the cost of paying someone else to make your food. There is absolutely no excuse, especially this day and age when prices are what they are, for a business to act as if they’re doing the customer a favor. It’s a mutually beneficial transaction, one that is rarely worth its price these days. My money and time have value, and I expected them to be honored. My expectations were too high, and that part is on me....

Gone to this location 2 times. Both times were an awful experience. I live in plant city and now would rather go all the way to Fowler in Tampa to find my chipotle . Atmosphere: Trash piled high near the door. Whole dining room smelled of garbage . Not a single clean table. Food on the floor. Sticky soda under the fountains . Guy cleaning the griddle was relentlessly making a “nails on chalkboard” sound for the whole 30 minutes I was in line . Employees are careless and unprofessional. They kept asking for ingredients then interrupting the order with personal conversations . Service: 5 employees and 1 working the line and register at the same time . While 6-7 people stood in line . No plasticware or napkins provided . When my meal was placed in the bag the bowl was angled so all my food slouched to one side of the bowl later leaking out in my bag . Portion sizes were all over the place . 2 people ahead of me got 2-3 full scoops of meat and rice while my wife and I only got one. One customer’s meal was so overfilling the lid pressed down on the food while mine and my wife was only half filled. The line looked like it wasn’t cleaned for hours . Food had mixed all together. The first time I went I was charged for an extra chips when I only ordered 1 . Employee kept making the excuse that the day shift didn’t prepare enough for night shift even though it was 10pm and staff had plenty of time to fill the line by this time. Food: The line was out of lettuce, tomatoes and one meat option. Found a piece of steak in my cheese sauce . Chips were stale and cheery . Beans were so dry the formed a thick crust. My wife’s request of asking for beans toward the bottom of the container that had more moisture was ignored. The rice was crunchy and dried . I asked if there was any fresh rice and I was given an “are you joking me” kind of look. Followed by a...

Update: I had chipotle Support contact me and after several days of going back and forth answering their questions all they could do for me was offer me free chips and guacamole and tell me they will hope to run a better operation in the future! Absolutely disappointed, we will not be back to this place, especially after the way customer service replied unfairly and did not make it right!!

Rude rude service. I asked the girl to wipe the tables down because they were dirty and we also asked her to wipe our high chair down for the baby but instead she told us she needed to wipe the tables down first, while we stood there with a unhappy hungry child ready to eat And we ended up just putting him in the dirty seat because she was so ridiculous about not coming to wipe it down. Chips were stale I asked for a new bag and it was the same way. Drink machines were not working. Ice machine was not working which was very frustrating but the main part was how rude the service was. The lady was definitely trying to not give you what you’re supposed to get in a kids meal and acted so irritated when I tried to tell her, she was very rude , I found a hair in my bowl after it was made it was just not a good experience. Whoever manages this branch should do a better job. We will just take our business somewhere else it was terrible. Don’t waste your money. It was on a Thursday afternoon around 1:30 it was not even busy until after we had already ordered our food there is absolutely no reason for us to be treated the...