Chipotle Mexican Grill — Restaurant in Winter Park

I sincerely hope that some sort of regional manager or corporate is viewing this review, as I just got greeted with the worst case of customer service by the general manager, Jonathan, that I have ever had the misfortune of being subject to. I do not write online reviews lightly or almost ever. I decided to order delivery on the Chipotle website. I made my selections, and even pre-tipped the driver over 20%. Now, for some reason, I have a severe aversion to lettuce. I always order things with no lettuce. I placed my burrito order with no lettuce, yet it arrived bursting at the seams with lettuce thoroughly mixed into the other topping choices. I was slightly peeved, so I called the store to see what my options for redress were. First I spoke to a woman who answered the phone but she told me that they "don't deliver," and that I had to come in to the store to get my order fixed. I explained that I paid a driver to bring the food and had no desire to drive over to their store. She wasn't getting it (or so I thought) so I asked to speak with any type of manager. Jonathan came on the phone and aggressively repeated the refrain "we don't deliver, we don't deliver." I finally understood. Even though my order was placed through the Chipotle website, they outsource to Doordash. I started calmly and explained that I would have had no way of knowing this because the entire experience has Chipotle branding on it with no mention of any such third-party service. I asked if he could please contact Doordash to make the order right. He became extremely annoyed with me and told me that it was up to me since I chose to use Doordash (again--no, I didn't--that's just how Chipotle handles their online delivery orders). I became irate and the GM just hung the phone up on me in the middle of a sentence, instead of continuing to poorly attempt to resolve the situation. I have worked in customer service and hospitality for a great deal of my life and I have witnessed many lower employees not be able to deal with a customer complaint. But to be hung up on by the GENERAL MANAGER is absurdly inadequate to say the least. I promptly called back, and the GM told me that another call came in on the other line that he had to take (conveniently right as I was becoming angry, I guess). I flat-out said "that's a lie," and he didn't even retort. He could have apologized for getting flustered in the face of a complaint and admitted that he hung up, but apparently, Chipotle's customers aren't even worth being honest to. Jonathan eventually described to me the process by which I could get a refund or "coupon" through the website/Doordash. It involves sending them an email with my complaint and waiting for some sort of response. He told me they are "very quick." It is now over one full hour since the order was delivered to my home, and I am sitting here without a response from my email that was sent at Jonathan's direction, without a refund, with an apology for being hung-up on, without edible food to eat that I have already paid for, without even a "coupon" as mentioned by Jonathan, and without any apparent recourse for this terrible experience. I began the late morning happy to learn that Chipotle offers delivery on their website. I'm ending it hungry, soured, out money, and upset. 0/10. Would...

I’ve been a loyal Chipotle fan for years and always recommend the Winter Park location as my go-to—it’s never let me down, until today. My mom and I visited around 3:30 pm on 11/06/24, and the experience was truly disappointing.

From the start, one of the female employees behind the counter (with obvious lip injections) gave us a cold attitude, which made us feel uncomfortable. I ordered a bowl with two side tortillas, but only received one. When I politely asked for the second, she gave me a look of disdain. My mom ordered a chicken quesadilla, and the employee immediately wrapped and cooked it without asking if she wanted any additional ingredients. My mom wanted veggies, but before she could correct it, the quesadilla was already cooking. There also seemed to be a bit of a language barrier, as my mom requested veggies as one of the sides (as she wasn’t given an opportunity to put them inside the quesadilla like she wanted) but was given cheese instead. Despite my desire to speak up, my mom chose not to make a fuss.

When it came time to pay, our total came to $30, which seemed unusually high for our order. I asked another employee at the register (who was very nice!) to break down the charges, and she quickly found an error, adjusting our total to the correct amount of $20.

When we went to find a seat, every table inside was dirty, so we ended up sitting outside at one of the few clean tables. Unfortunately, the wind was strong, and it ended up blowing my queso off the table before I had a chance to enjoy it. When my mom went back inside to kindly ask for a replacement, ms. lips gave her such an attitude that my mom returned and asked if we could just leave.

I’m genuinely disappointed by this whole experience. I’ve always spoken highly of this location, but today was just a letdown on...

This Chipotle is a disaster. Every time I go in the dining room is dirty. The employees are slow and unresponsive. Tonight was the final straw that led me to leave a review. My pickup order time was 8 pm. I got there around 8:07 and my food wasn't on the shelf to pick up. So I stand there for about five minutes waiting to be acknowledged. Note: It wasn't even busy. An employee asks my name and I tell her. She then proceeds to help someone else. Then another employee asks my name and I tell her. First employee points to a bag on a stool and says "it's there." 🙄 When I get home, the rice in my bowl is visibly undercooked and crunchy and the lettuce is browning. And you can't even call the restaurant to complain. You have to talk to Pepper the online chatbot, who simply says sorry and that they will let management know. I should be able to get my money back without having to drive back to the restaurant. This location needs to get its act together.

Update: Came back for a fundraiser. Still dirty. All the food trays were empty. Apparently there were no black beans anywhere in the restaurant. Pinto beans were 3 minutes out. And a staff member verbally accosted me when I complained about the lack of product. She needs to be fired. This entire restaurant needs to be shut down.

Update 2: We held a second fundraiser here. The staff had no idea how to apply the fundraising code. And the restaurant ran out of all proteins (except chicken) and had no tortillas or chips. And of course, the place was filthy and the trash was overflowing. I am disgusted that this location made any money off people I sent there for the fundraiser. NEVER AGAIN.

And it's obvious corporate doesn't care that this location has been functioning this...