Chipotle Mexican Grill — Restaurant in Winter Garden

I placed an order thru the app. Order number 23P-UA6 Ordered a steak bowl with Guac plus Chips and Guac. Got charged extra and got no Guac or chips and also my bowl had a lot of lettuce in it that I didn't ask for. Someone else picked it up for me and they did not realize the Guac and chips were missing and definitely didn't open the bowl to see if the order was right as they shouldn't (So this part is not their fault) but when I tried to get a hold of the store/manager it's almost impossible thru the automatic system, they asked you 20 thousand questions and you can't never get someone at the actual store to talk to. When transfer to a customer service department they told me they can give me chips and guac for free for the next time, I told them I wanted my money back but they told me the best they can do is a buy one get one offer for next time. For what? So they can send me the wrong order again? Plus whenever I order it's only for me. why do I need to buy two orders for? This is not the first time this happend at this location but I always tried to understand and not make a big deal about it but this time I was tired. Unfortunately I couldn't go to the store and returned the whole thing myself. So I am out $19.95, have nothing to eat for lunch since I end up throwing the order away because the lettuce was all mixed in there but hey I have a buy one get one for the next time. Like if I'm ever gonna give them a chance again. Their customer service sucks! They need to learn how to treat their...

Update:

The lady who made my burrito was nice, but the cashier was not. She was not friendly or kind. She appeared to be in a bad mood and didn’t want to be bothered when I inquired about additional tortilla chips for my queso and guacamole. She was not kind about my inquiry on a military discount and made me feel bad for even asking. She needs additional training in proper customer service and professionalism. Additionally, my burrito wasn’t bad, but nothing to rave about. Ingredients were not hot. I ate my meal in my car in store parking lot. The chips were cold...like they had been in the fridge...making the lukewarm queso and guacamole unenjoyable. This was only my second visit to this location. They must take thier customers for granted.

We had our first visit to this location on Monday night and it was excellent! This particular store has restored my faith in Chipotle after multiple bad experiences at the other Winter Garden location. We haven’t eaten at the Daniel’s road location in years due to consistent poor customer service and lack of parking. However, this Winter Garden location on HWY 50 has both...lots of parking and outstanding customer service. All of the employees were very friendly, patient, and professional...even while being very busy with carry-out orders. Kudos to the kitchen for delicious food, fresh and tasty! Also, kudos to to management for establishing sensible safety measures for employees and customers. We can’t wait to return this week for...

I really hate leaving bad reviews for restaurants considering the times, but this Chipotle really screwed this one up every which way. I ordered online for 5pm pickup, but it wasn't ready until 520pm....and no, it was not even remotely busy at all (2 guests eating, 6 employees working). I stood in front of the cashier for a few minutes before I was acknowledged. I told her the name that the order was under, she said she found it in the system and literally turned around and walked away. I stood there for a few minutes until I realized she did not walk away to actually go get the order.....there was a complete lack of common communication skills. I had to get her attention and ask her if it was ready, and she confirmed it was not. Not only was it not ready, they hadn't even started it yet, despite that there were 6 people working (3 of which were standing around doing nothing). In addition, they forgot my side of guac, queso and chocolate milk. Unfortunately, I didn't find this out until I got home (shame on me for not checking). Also, they double wrapped my burrito when the original burrito ripped open. Not exactly optimal for a carb conscious person. In all, they entire experience was enough to ensure that I never visit that store...