Chipotle Mexican Grill — Restaurant in Saint Petersburg

Placed an online order last night on the Chipotle site for pickup, 3 bowls/salads, and a large chips and queso, checked out as a guest. Pick it up, get home, and there's no chips and queso. We'll just avoid the fact that the food was mediocre at best, one of the bowls was floating in so much liquid the it was soaking through the cardboard less than 10 minutes after the pickup time. I call about the missing chips, they say they were out of chips matter of factly. They never bothered to try to contact me or say anything at pickup. So i wait a second for an apology, or even just how they were going to refund me, since i never received an item i paid for, and they knew and admitted it. That made sense, to me at least Silence.

So i ask about a refund. They sound surprised, and I'm told they can't do it, i have to go back to the website and process it myself. I find that odd. I don't see anything, call back again, am told to click customer service. Alright, i send two messages, from two different customer service links (since i dint know which is right, and I'm irritated i have to go through all that), specifically stating i wanted a refund for the item they knowingly charged me for and didn't give me, and wait.

I got an email today, saying they've added coupons to my rewards account with an apology. As i said, i checked out as a guest, this is my first online order went with chipotle, and have never created an account. So,i have no idea what they added that to. And, AGAIN, refusing to refund an item i paid for and they knowingly didn't give me.

Missing the chips really isn't that big of deal. Mistakes happen. But why am i having to fight for 2 days to get refunded for an item i paid for and multiple people have admitted they never gave me. I didn't get what i ordered, refund the money. Seems simple.

I've responded to the email. I don't expect much. I'm just going to dispute the whole charge with Amex. And i don't eat Chipotle very often. But I'll never do this online with them again. Only if I'm standing in front of them...

I arrive at this store around 1047am. The store opened at 1045. A white lady helped me with blonde hair. She was the only server at the time and the only server I saw with blonde hair. She was extremely rude to me and I felt very rushed. By the time we got to the topping section, I asked for salsa and sour cream on the side. She put the salsa on the side and a reminded her about the sour cream. She said "Yeah I know. You don't have to remind me." I then asked for guacamole and I saw the it was extremely brown. I asked if there were any fresh guacamole and she said it was brown because of the oxygen hitting it. I asked "well then van I have the green section of the guacamole?" By the time I made it to the register I asked her for her name. She said "I actually don't have to give you my name" and turned away. The asked the guy who was at the register if I could speak to a manager. He said "All of the managers are busy and won't be able to meet with you. " I asked "well are they in a meeting?" He said "no they just are busy and can't meet with you." I asked when would they be available and he said "I don't know, maybe in a few hours" I asked him also for his name but he too would not give it to me. I guess he didn't think about the fact that his name would be on the receipt. His name was Jacob. And in case there are several Jacob's at that store, he had an earring in his right ear.

My issue is the rudeness I received from both associates especially when I was visibly bothered by the service. And the issue grew greater when the associate Jacob, denied me access to speak to a manager. It was extremely unprofessional and I wanted to speak to a manager of the store to ensure that they are made aware of this situation. I am still so bothered by the entire experience.

I don't know if the associates thought I would just overlook the entire experience but I won't. There's just no excuse for the service I recieved by Jacob or the not slim, white, blonde (whose name I don't know so I have to refer to her by...

Every single time I go to this single chipotle location, there's always a rude employee. Different ones but mostly the same few rude employees. Literally this is like the 5th issue I've had with them in the last 6 months. Today I walked in before close at 9:30pm. The line was basically wrapped around the dining area. I waited 20 minutes to get to the front and apparently there would be no rice for 20 minutes once I began ordering.... mind you they close at 10 and it was 9:50pm. Then I ask if they could put some steak aside since I was willing to wait for the white rice. They literally ignored me after asking 3 times and every time I asked the server continued to help the guest BEHIND me. I explained that a long line was behind me and I didn't want to wait and then end up having no steak at all. Still ignored. One employee tried to help but there was literally no steak to give me. The grill guy had stoped cooking even before I walked in at 9:30pm, so there definitely wasn't gonna be food for the 20-30 people behind me still waiting. There is an issue where some item of food isn't ready for 15+ minutes almost every time I go here and I've been coming here for years. The customer service is TERRIBLE. If it's not some girl rolling her eyes at me from behind the dirty glass and disgusting counter (they never clean up after themselves), it's some rude employee who isn't willing to help you at all. Within the last 2 years, their standards are literally on the floor. I've never had my blood boiled so much by any other restaurant like how it constantly happens here. I'm so...