Chipotle Mexican Grill — Restaurant in Lakeland

8/16/2024 Horrible service. Rushed through line Asked for peppers n tomatoes got non Other bowl had hardly any beans n tomato salsa and was all rice. Not sure how this place stays open between the filthy tables and bathrooms and floor to the disrespectful employees.

2 months later. 8/25/23

Stood in line 20 minutes. Got to front no white rice. When asked how long she said she had no idea. Asked to speak to manager. She got him. He was in back but I could see him standing in front of computer screen in his phone. He came out said rice was done but there’s only one of him. I suggested them he needs to get off his phone. He proceeds to get gloves and put in and get rice. Mind you, he didn’t wash hands before touching his gloves that now is touching food. He brought rice out and threw it in counter. I would also like to add AS USUAL NO clean tables, filthy floors and bathroom was appalling. There’s a problem when gas station bathrooms are cleaner then a restaurant. Please get NEW management. One who cares about the store.

Update two hours later:

Went to store. Daughter went in n asked and employee said no wallet seen. My oldest daughter went back inside and asked for manager. Explained what happened. He said he saw it and came out with it. Handed it to my daughter and didn’t even verify it was hers by checking license.

Update 6/6-23 My daughter was in the restaurant yesterday. She cannot find her wallet today and think she may have left it in the restaurant. We live with traffic 30 minutes away so I am trying to get in contact with the store to see if anyone turned it in. No one will answer the phone. I have called numerous times and having to go through numerous loopholes to even get to the restaurant phone. I then join the chat, hoping to then get a real human being, and they cannot even understand. I have to have an app and then sign in the app. This is absolutely nuts. I think they just lost us as a customer between this and the fifth in the store in the bathrooms this restaurant should not even exist.

Update: 3-4-23 A year later. No outside clean tables. No inside clean tables. Bathrooms have no toilet paper and the sink is filthy. Makes you wonder if the food prep area is this gross 🤮 This place is this disgusting 🤮 20 minutes after telling an employee no toilet paper and she saying okay there is still no toilet paper. I asked to speak to the MANAGER and the young employee I spoke with earlier who is probably all of 20 years old comes over. I again tell her no toilet paper and she gets some, puts in bathroom, no eye contact, no apology, and goes and puts gloves on and back to food. Ummm do all employees serve food without washing hands? Where’s the health dept when you need one. Y’all don’t let Ashley serve your food! 🤮

Year ago: Meal was good and fresh however when I went into the restroom the soap dispenser is broken and they have a full thing of soap in it. There’s NO way for soap to be dispensed. So my question is, how are employees suppose to wash hands before handling food after restroom breaks and how many walking around without washing hands touching soda machine, door handles, etc. this is a health dept...

Grace as a manager in charge needs to be taught how to provide great actual customer service.

If the customer is mentioning that other chipotles charge you in their system a certain way, you either try to look in the system to see if there’s a way you can do it or accommodate and reward the client For something that clearly can be done on their computer system.

I travel around in Florida and I always go to different chipotle’s, where I order 3 quesadilla’s with cheese for my kid and only get charged an extra amount (between $1.50 - $2.50 each -I don’t remember the exact price). I have never been required to pay for the entire kids meal since I don’t order any sides.

From the beginning I told the person helping me make my order that I only wanted 3 small quesadillas and not the meal. He didn’t know if that could be done, so he went to ask the cashier. clearly she told him that it was fine because he came back and put the kids meal plates back and made just the 3 quesadillas. When I went to pay I was being charged for 3 separate kids meals full price. Since the person at the register (same person that said that it was ok to make just the 3 small quesadilla’s) said that she had to charge the 3 kids meal and could not do anything about it, I asked for the manager..

the manager in charge (Grace) was not willing at all to even check in the system to see how other chipotle managers or even employees I’ve deal with at other chipotles have charged for that product. Clearly if other chipotle restaurants do it, it’s because it’s possible to do on the computer system. Manager in charge said that they could not do it and that’s it. Leaving my kid without his 3 quesadillas because a manager was not even willing to try to accommodate a client. (My kid cannot eat anything else from the menu due to allergies.)

From a manager to a manager, it was horrible customer service and it’s sad to say but I’ve been a chipotle customer for 15 yrs + and have never had an issue, even less had a manager not show great customer service.

It is very rare for me to post a complaint, unless I get horrible customer service.

My fam and friends will definitely not be visiting this chipotle any more for sure.

Sad to say it but maybe that 3.7 star rating on google makes sense for this...

TL;DR Takeout orders are a joke, managers should be embarrassed, I could do better with zero training.

My wife placed a takeout order @ 8:05 PM. The earliest available pickup time was 8:40 PM. I can understand that; it's a Friday night and Chipotle is a popular chain. I arrived at 8:40 PM. I should've seen the warning signs. There were already a dozen people waiting... not in the regular line, but in the takeout order line. Yikes.

5 minutes pass. Then 10 minutes. Then 15 minutes. I kid you not, the output was around 1 takeout order per 10 minutes. I'm sorry, but that is inexcusable. I asked if I could have the drink I paid for while I wait. "Well, they usually put the cups in the bag," the cashier replied. Yes, I know. But if a customer is gonna have to wait significantly longer than you posted on the app, it's not a bad idea to offer them their drink. She gave me the wrong size. Not a single employee seemed like they were concerned about the growing number of disgruntled customers waiting for food. Eventually one of the women taking care of takeout orders shouted to the customers "Just so you know, we are only on the 8:50 PM orders right now." That was at 9:10 PM. I asked, "Uhhh, so what about those of us with 8:40 PM orders?" It was at that point that another employee said they were starting to work on my order.

I walked out with my order at 9:15 PM, 35 minutes past the scheduled time and 70 minutes after placing the order. I would've saved at least 30 minutes if I had just ordered in the normal line, which is ironic given Chipotle's propensity for long lines. When I arrived at home and opened the bowl, half of the requested ingredients were missing. My two-year-old niece could've followed the instructions better. Honestly, I feel bad for the employees. Something needs to change. I sincerely wish I was allowed to step in and help. I literally could have at least doubled the efficiency of expediting orders and tripled the kindness and overall communication with waiting customers.

The best part of the experience was when someone waiting finally received their order. It felt like they won the lottery and we silently cheered them on, knowing they were able to...