Chipotle Mexican Grill — Restaurant in Sanford

I am writing to express my deep disappointment with the service I received during my recent visit to your Chipotle location. I have been a regular customer and have never experienced any issues in the past, but today’s encounter was exceptionally unprofessional and unacceptable.

During my visit, one of your employees—an African-American male with dreads, wearing a hat and glasses—handled my order in a rushed and careless manner. He interrupted the normal flow of service, hastily took over the line, and repeatedly rushed me through my order without allowing me to clarify the specific items I wanted, including details for my partner’s meal.

In addition to his dismissive attitude, the employee served me the leftover scraps from the steak pan, provided an unreasonably small portion, and displayed a clear lack of courtesy. His behavior was rude and dismissive from start to finish. What makes this even more concerning is that there was no line or crowd to justify the rush—there was simply no reason for such hurried and discourteous service.

This level of conduct is entirely unbecoming of a Chipotle employee. It reflects poorly on both the individual and the management team overseeing operations. I strongly recommend that this employee either receive immediate retraining in customer service or be evaluated for termination, as his behavior directly contradicts the professional standards expected at your establishment.

I will not be returning to this location as a result of this experience. I hope management takes this matter seriously and ensures that the quality of service is restored to the level customers rightfully expect...

Ordered a burrito bowl online. It was supposed to be barbacoa, pinto beans, fajita veggies, white rice, corn and guacamole. Picked up the order during my very limited work time lunch break. Got back to the office to notice that my meal was missing all veggies and all beans. Seems like they needed to compensate for this so they added a lot of extra meat (which is great and all but..) I started to eat my meal and find a small hair in it. This is small, i'm hungry, I can look past this. I continue to eat and I find another hair, completely different size and color from the first one. At this point I stop eating and start inspecting, I find two more different size and colored hairs throughout my food. A total of four hairs in my food were found. I throw my food away and call Chipotle. I immediately get transferred to a manager (Mandy) in which she tells me that this is impossible to happen because they have never had this happen before. Seems very uninterested in what I had to say to her and is shrugging me off completely. Tells me she can make me new food and I can come pick it up in which I explain that I have already used my lunch break for the day and cannot do so. Pretty much tells me to get over it and then I let her know that on top of the hair in my food that I didn't even get what I had originally ordered. She responds very quickly (to get me off the phone) that if I come in and let them know what happened they can give me a free bowl, and then gets off the phone with me.

Very bad experience and has left a bad taste in my mouth with Chipotle in general, will not...

Being in restaurant business for so many years this visit was a huge disappointment. So understanding how restaurants work I may see things a little bit different than you do. I pulled in around 4:30 usually at this time people are starting to stop in and grab food to take home. So to me that means it's going to start getting busy. There was three people on the line one in the back. Looked like one person was handling maybe to go orders one guy was the cashier and one guy was handling the window. First thing I noticed when I got up to the window was that everything looked really dried out and it seemed like there was no water in the well. It looked like he haven't had a food refill since lunch time. For presentation reasons it looked like the pans needed to be changed out and everything reconstituted or thrown out. When I got there there was one person in front of me finishing their order and one person behind me. Next thing I know there were at least 10 people behind me and out of no where comes the manager. She threw on an apron and tried to save the day. only problem was she was staring at a whole bunch of empty dried out pans. She immediately started barking out all the things that she wanted working. But it was too late. Glad I got my order in. Last thing I noticed on the way out was the dining room was dirty and all the garbage cans were full. The first thing I thought of as a previous general manager was if my regional boss had walked in and seen this I would have been fired. Come on Chipotle you're better than this....