Chipotle Mexican Grill — Restaurant in Orlando

I want to be clear that my experience was not the fault of the hardworking employees, it was the fault of the poor management team that seemingly refused to support their team. It does not matter how good an employee is, they cannot do a good job without the support from good managers. The managers working between 5:46 and 6:25 left their employees completely stranded, and that’s how long it took for me to start waiting in line and the timestamp on my receipt after I paid. When my group entered the Chipotle, we noticed it was a long wait, and that someone who appeared to be a manager was in plain view, texting on a phone, and showing something on the screen to an employee who was attempting to prep food. This was in plain view. At about 5:55, the manager disappeared from view. During that 10 minutes, only mobile orders were being prepared, and none of the customers who’d been waiting in line were even addressed. That being said, the employees did not stop working for a single moment. As mobile orders were being prepared, another customer in front of us in line left, no longer willing to wait. At the same time, I left line in order to use the restroom. Both the men’s room and women’s room had no toilet paper, and I didn’t want to interrupt the overworked employees as they did their best with the influx of orders, so I went back to waiting in line. At about 6:05, the line began moving. Between 5:46 and 6:05, no customers in the store were taken care of, and several people waiting on mobile orders were anxious for their food, one man stating that he’d need to cancel his online order if his food wasn’t finished because he’d been waiting so long. With only 5 other customers ahead of my party, we decided to wait, despite the fact that we were short on time. As the lady directly in front of us was being helped, it was announced to everyone in line that there was no cheese. The lady ahead of me asked about the cheese that the entire line had watched an employee prepare for over 10 minutes, and we were informed that it “wouldn’t be ready for a long time”. Since we were next in line, my group decided we could live without cheese. However, before we were taken care of, a pile of online orders was prioritized. We were not helped until 6:18, and my transaction was not completed until 6:24. We got 3 burrito bowls, and it took 6 minutes. As we were being helped, a man waiting for online orders was complaining and trying to reach for the employee preparing my food. The staff was being complained at, overwhelmed with orders, working tirelessly, and receiving no aid from seemingly absent management. This mismanagement is how you lose hardworking staff. Absent managers who would rather disappear in the back and wash dishes or work on the schedule while their staff work relentlessly during a dinner rush are the reason why people quit, why it’s impossible to keep your location staffed, and why you lose customers who grow tired of waiting for over half an hour. Schedules can be made during slow hours, or before the store opens, not during peak sales hours where your staff are drowning! Your manager could have been on frontline making burritos, or working on the second food line to work through the mobile orders so frontline could take care of the people in front of them. Your manager could have restocked the bathrooms, or the napkin dispenser that was completely empty, or even realized that their employees would be more use on the frontline instead of prepping food that wouldn't be ready until 8pm, LONG after dinner rush ended. Every single table in the dining area was filthy, and yet the only manager who was present was texting or nowhere to be seen. And if your managers are unable to prepare food, clean the restaurant, or help the employees in a meaningful way, they are absolutely useless. Nobody wants to work for someone who cannot or will not work alongside them. You have good people working there. Good employees. Support them before they jump ship and...

I have come to the conclusion that I am not the only customer who has had a very poor experience at this particular location. Today I ordered (or at least attempted) to order a burrito. I was feeling a little extra hungry so I purposely asked for two tortillas so that who ever was rolling my burrito would have an easier time. My burrito reached the end of the line and the woman who tried to roll my burrito had to have done the worst job I’ve ever experienced, mind you I have been eating at Chipotle restaurants for 10+ years. The look on her face, her attitude the whole time, was as if I was inconveniencing her. As I looked at the remnants of my burrito dismantled across the line I had asked the workers behind the line if I could get another burrito. Quickly I had realized that probably wasn’t the best idea being that my order got completely jacked up the first time and promptly asked if I could have a bowl instead. The employee behind the line had the audacity to ask if they could put the slop of a burrito they failed miserably at rolling into a bowl. So they literally scoop up the whole mess and plopped it right into a bowl. NOBODY behind the line tried to make this right, no apologies, no corrective action, nothing. I’ve never been one to make a scene at restaurants because most times you don’t know, there could be some external variables or underlying factors in why they failed to deliver a quality customer experience. Agitated and very frustrated I threw my burrito in the trash where it belonged on the way out. This experience was the worst experience I had ever had at a Chipotle I’ve never bashed a restaurant in a negative review before but there are some serious underlying factors going on here besides my unpleasant experience today. The last time I went to this location they were out of a lot of common items on the line. Who ever is in charge of this location is running it into the ground. At this point the only thing keeping them afloat is the location because its sure not their customer service. Employees are not properly trained and care vary little in providing quality customer service . I’ve emailed Chipotle customer service and will be waiting for a response. In the mean time I will not be returning to this location and will question vary hard if I’ll go back to any other locations. I can’t believe what happened today. Any positive review you read on this thread I’d be willing to bet are fake or paid to even out the horrible reviews from everyone else. Think about it, how could the customer experience differ so greatly from customer to customer, it really makes me question the legitimacy of the positive reviews. Which adds absolutely no light to this situation what so ever. I highly encourage anyone who has had a poor experience to share about it. It seems like it’ll be the only thing that could potentially bring back the Chipotle standard to...

Prisoners get better service than this location. From the second you walk in the employees truly do go out of their way to purposefully make their customers mad. They get away with it because this is the "Downtown" location. Its in a great area. They will always make good business at this store because its always at high volume.

This is my local Chipotle. The only reason I still go here is because its closer to the one on Semoron/436. If I am not in a total rush I will go out of my way to go to the one off Semoron just so I don't have to interact with the staff at this location.

The staff & atmosphere at this location is by far the worst in the country. I really love my Chipotle, and I've gone to many different locations throughout the past decade.

These people are the worst. They intentionally try to intimidate their customers in the store by violently slamming things around, screaming at the top of their lungs at customers "WE ARE OUT OF CHICKEN, BARBACOA, CHEESE, AND LETTUCE PEOPLE!!!"

They need to invest in an intercom or something. These people really love screaming at their customers like they are taking out some serious rage/resentment at them. When staff isn't busy screaming at you, these people are busy cleaning the restaurant while a line starts piling up out the door. Then they leave the newest person they have alone on the line in order to feed 40+ people that have been waiting to just get their food in order to get home to their families.

Almost every time I attempt to order from this location via Uber Eats the order either gets dropped by the driver because they know this location is notorious for wasting their time, money, and by extension their ability to put food on their own families table as an Uber driver.

I would say at least 20% of their customers walk in, wait in line for 20 minutes, then end up leaving because the line moved up only 10 people.

Once you think there is finally some peace and quiet from being screamed at by the cash register lady, the cook picks up where she left off by screaming "PORTIONS PEOPLE!!! PORTIONS!!!"

Yup you heard that right. The cook starts screaming at staff to stop serving their customers regular portions of meat. The cooks are too lazy to throw some more chicken on the grill... So what do they do when they don't want to do their jobs? They start screaming at their staff to serve less meat in their portions.

Its really crazy. I get that Chipotle is a totally different kind of company, and I will eat Chipotle until the day I die. But this location basically runs a culture based around a common hatred of their customers. They know that customers will still come eat their because...