Chipotle Mexican Grill — Restaurant in Ocala

My wife and I have eaten at Chipotle since it opened in Denver in 1993 and continued to do so after moving to Florida at Gainesville and Ocala, where we live. Over the years and depending on when and where we would eat, the burritos would range from less than adequate and dried out, to outstanding and flavorful. You all remember those days when the server was barely able to close the burrito, which was advertised on those big billboards. A couple weeks ago we decided to go to the one in Ocala, which we eat at multiple times a month. My wife usually places our order, because I have PTSD from military service during Desert Storm. She started the order and the guy behind the counter seemed to be rushing the process, so she asked him to slow down. As for me, I started searching the app to scan for points, which I can’t seem to find every time I try. She ordered my burrito bowl with double rice and double chicken, then her chicken burrito. I happened to look up when asked what else I wanted on it by a lady on the register. I looked at the burrito bowl and noticed that the double sized chicken portion did not cover the rice, but just bit my tongue and said cheese, when I should have said yeah, I’d like to have chicken on my chicken burrito. It was then I heard my wife ask for a little more chicken on her burrito and the guy behind the counter said she was given the appropriate portion size. My wife started to explain we have come here many times when the server blurted out he was the manager. At this point, I closed the app knowing she would make a change to our lunch menu and as expected she motioned for me to leave and we did. Now, I do understand that a portion size is 4oz; however, proper training and monitoring of staff could avoid any issues regarding a customer’s questions about the appropriate serving size. I myself have worked as a cook for Chili’s four years, decades ago, and do know how much space a cooked 8oz piece of chicken takes up, so the double portion was off. I know that this review is a bit much for a burrito, so let me get to the point. The cost of a burrito with this company, as with all others, has increased exponentially over the years. I understand that salaries have increased, but 123 calories of chicken, in addition to other ingredients does not add up to the caloric intake needed by an adult, a child maybe, but not an adult. The rice in the burrito weighs more than the chicken. So my wife came up with an alternative that you all should try. First, don’t waste the time and gas driving 9-16 miles to pay two to three times the cost and make it at home instead. The ingredients are fresher, the portion size more than adequate and you don’t have to be subjected to a little man with a big ego explain he is king of the burrito heap. Maybe then when a customer asks for a couple extra pieces of the lowest costing protein, next to beans, you’ll just do it and have the opportunity to keep your job a while longer before you are closed for expecting customers to keep paying more for the same amount. Well, back to my...

Please make sure to reference photographs that I have attached of this restaurant in deplorable condition before eating here

I went to the Chipotle because they are now open until 11:00 PM. I got to the store at 10:10 PM. I observed a filthy dirty dining room. All the trash cans were overflowing. All the tables had debris on them from where previous patrons had eaten their meal. I observed men and women who were chipotle employees 5 to 6 total sitting around or leaning up against restaurant equipment. I guess because it was 45 minutes until closing no one was concerned with the dining room having no forks available no spoons available none of the tractor drinks available. The ice machine had no ice. The ice machine lid was lying across the beverage station. Five of the soft drink flavors, including sprite were unavailable. There was no sweet tea or unsweet tea available. I paid $20.76 for a burrito bowl and a large Sprite. When I discovered there was no Sprite available at the soda fountain I requested the manager . His name was Ian. I told Ian that the soda fountain was completely out of beverages as well as all the other beverages are missing.

Trying to make life easier for Ian I asked him if I could have a bottle of Sprite since his soda fountain is out of soda.

Ian informed me that I need to drink Coke

I asked Ian if he could oblige me by providing me with a bottle of Sprite that was directly behind him in the glass reach in cooler in a bottle

He said he could not provide me with a Sprite because the bottled sprite is more expensive than the soda fountain Sprite that I had paid for

I said the soda fountain is out of Sprite

He said I need to drink Coke

The only beverage selections available were Coke or water

I then asked IAN The manager if his Chipotle Is up to Chipotle standards. I told him I did not believe that it was because the place is completely trashed and none of his employees are making any effort to clean up anything or replenish the missing beverages, utensils, or teas or even replenish ice in the dispenser

He still refused to provide me with any soft drink other than Coke

So I went and got a Coke, but there is no ice and it was hot

Ian does not seem to be a professional manager of Chipotle nor does anyone seem to care what takes place at this location?

Please reference photographs of trashed restaurant and a copy of my receipt to prove that I’m not...

We are regular Chipotle customers and have always loved it. Every time we travel to the US, we make a point of eating here more than once, and the food has always been great. Unfortunately, this time, at this particular location, our experience was very disappointing.

The staff behind the counter seemed either very new or not trained to the usual Chipotle standards. We could tell the difference because we know how things are normally done. The tortillas were not warmed and softened with the proper tool, nor rolled before being opened from the plastic bag– they were left sitting on the counter, preheated earlier, and served cold. Portions were noticeably smaller than usual. We even had to ask for extra rice and chicken because there was so little inside, and the burritos still ended up being unusually small.

Neither of the staff members knew how to wrap them properly. They struggled so much that they had to use two pieces of foil for each burrito – despite them being small, not overfilled.

The restaurant itself was not clean. Both the customer area and the staff’s work area looked untidy compared to other Chipotle locations we’ve visited. Several drink options, like lemonade and watermelon, were almost empty. Utensil stations had no forks or knives, and the dining area was simply not up to the usual standards we’re used to.

We left feeling disappointed and honestly a bit sad, because we’ve always had great experiences at Chipotle – but this location fell far short of what we...