Chipotle Mexican Grill — Restaurant in Orlando

I came to this location to pick up an online order and when I arrived the order was not made. I waited 5-10 mins and they could not find it in their system and asked if I had ordered the pick up at that location and I reassured them and showed them my receipt.

My order was then made by the manager Angelica Cruz, who when finished making the order says, “just so you know I don’t have to make your order because you were 30 mins late. Next time if you come 30 mins after you will not be getting your order made.

She was referring to the chipotle app which gave us an “estimated time” in which to pick up our food. I said ok and then asked if she could put extra lettuce in the salad bowl that we paid for extra lettuce on and she’s said, “that is an extra side” and “no I am not remaking it” she then asked if I wanted the food and I said yes, I just want extra lettuce (that I paid for ) and she said I’m not doing it and said it was extra and threw all the food away after making it.

I then asked for her name and she would not give it to me and then said I could take a business card. The business card she gave me I LATER found out had her name on it. After waiting for 45 mins and constantly having to ask the young guy in front for her she said she was calling the cops. Not one time did she ask me to leave. All I wanted was some extra lettuce and my food that I paid for.

After multiple times of me talking to the other employees to come get her, she finally came back and wrote the name of the store manager On the back of the card with her name on it , still never giving me his contact information. I called my husband and let him know Angelica Cruz did not want to give us our food all because I wanted her to put the extra lettuce in my bowl that I paid for and that she was calling the police. I sat down and waited patiently. he came to location and asked the manager what the issue you was. We paid for the food and the extra lettuce why was she refusing to make it. She continued to double down and finally we left, and on my way out the police arrived there there. We greeted them. Just as we were heading to our cars and said hi. We apologized that they were even called all because the manager did not want to give us our food. After the officers genuinely sympathized With us over something so ridiculous , we laughed with them and then they said unfortunately we would just have to call Chipotle’s corporate office.

I am so dissatisfied , apprentice, Angelica Cruz told me that the store policy is that food gets thrown out after 30 minutes if it doesn’t get picked up. I took the liberty of taking pictures of food that was waiting on the shelf longer than 30 minutes that another person had ordered. If you open the pictures it shows it was 7:28 when I took the photo of another customers food that was still sitting in the shelf well after their “30 min policy”. All of this when my chipotle receipt clearly said an “estimated” time of 630. Emphasis on the “estimated” part.

This was blatant discrimination for no reason. It’s sad that we live in a world where people like that still exist.

6/6/24: Thank you Scott for writing me on here. I followed the link that you put in your post and it led me to the customer service page in which I submitted a review on the website. I will wait to hear back from you and have this properly resolved.

6/7/24 @ 8:25am: I will keep everyone updated on how this gets or does not get resolved.

8:31am: my husband received a phone call from chipotle/ Millenia blvd. location , and when he picked up and said “hello” , no one said anything back. He stayed on the phone for over a minute trying to say “hello” , and no one spoke back. He tried to call back and the store is not opened until, 10:45am. Took the liberty of recording this...

So I ordered online while I was a work because I love how easy it is to just pick up your order, especially when you had at long day a work, and you just want to go home. I ordered at around 3pm-3:30pm to be picked up at 4:50pm. I got there at 4-4:05pm, a few minutes it sits there is not such a big deal to me. I went to go get my order at the mobile order spot and it wasn't there. I figured they were busy and they haven't done it yet. When I brought that to a young lady's attention (she had glasses on with brown or black hair) she told me, "it was probably stolen, let me see what my manager wants to do about it." she went to a tall young man, and I immediately saw him say "WE DONT GIVE REFUNDS" and he walked away. she came back with her shoulders shrugged and her hands in the air and said, "your going to have to call customer service and issue a refund for you then, redo your order right now." I was like "Are you serious, for something that's not my fault???" It was after that they asked if I was a personal order, and a young lady named Isabela came and try to help the situation and talk to me. Everyone else made themselves scarce eventually. It didn't seem like they knew what to do. The so called manager was nowhere to be seen, and I was loud enough for the whole restaurant to hear me, so I know he knew what was going on in front. Isabela eventually took over the issue and helped me by getting my order redone (she was very sweet and very informative, the only positive thing in this situation) I felt like they didn't believe me so I pulled out my app and showed them my order, and I told them "If you don't believe me then look at the cameras, I haven't picked up my order yet." I don't think that mobile order system is very secure, people can just come and take random orders with no proof of purchase. It also passed through my mind whether or not they actually made the order, I felt like they forgot and didn't want to say anything. It was a very bad experience, and very embarrassing. I am very disappointed and I don't appreciate this treatment. If Luis the manager was there, this wouldn't...

They gave my order away!! I placed an order via the Chipotle App at 8:31pm with an ETA of 9:01pm (I only live 5 minutes away), around 9:10pm I noticed my order still wasn’t here so I checked the tracking. The driver was still at the restaurant waiting for my order. I called the restaurant and asked for an update and they said the order ticket was closed already and it was given out already. How is that possible if the delivery driver is still at the store still waiting for the order?? He proceeds to ask his manager about my order and his manager proceeds to tell me to call 1-800 CHIPOTLE, or Doordash. That’s not the point, I wanted my order and my driver was still there waiting. What’s the harm in remaking my order and giving it to the driver? So I asked if the order can be remade, another worker proceeds to chime in and say she personally made it herself, and she put it on the shelf. So I asked the manager why do you guys not hold the orders that are for delivery so that people who have pickup orders or random people don’t just walk up and grab someone else’s order? He doesn’t say anything and hands the phone off to the same worker who made my order and she apologizes, so I’ll give her a star because she at least apologized and admitted her own fault. So I ask again if my order can be remade because my driver is still waiting and the manager is the background saying no and I need to contact 1-800 CHIPOTLE, or Doordash. This location sucks, no matter whether you order, walk in, pickup, it doesn’t matter. The customer service is horrible. The management is even worse and it seems like no one cares. The manager wouldn’t even give me his name. I call 1-800 CHIPOTLE and the representative I speak to “Tom” or whatever his name is just as bad. I ask to speak to a manager and he puts me on hold for almost 15-20 minutes. And he is literally talking over me the entire time while I’m trying to explain to him what happened. I’ve been a longtime customer and I love Chipotle, but this type of stuff makes me never want to eat...