Chipotle Mexican Grill, Inc. Customer Service Issues

I placed an online order at the Chipotle located at [redacted] Clemente Bridge Rd, Deptford, NJ, and picked it up in person. Upon arriving home, I noticed one of the meals was missing. I attempted to contact the store by phone six times to address the issue but received no response. Furthermore, during the pick-up process, the staff member at the counter was impolite, repeatedly questioning if the order was for Door Dash or personal pick-up in a rude and mumbled manner. The order was also delayed by 15 minutes, and the two bags of chips included were stale. This poor experience has left me highly dissatisfied with Chipotle's customer service and the quality of their products. If the missing meal matter is not resolved promptly, I may have to instruct my credit card company to dispute the payment. This incident has likely deterred me from returning to Chipotle in the future.

On March 31st, [redacted], at around 8:18 PM, I placed an order online at the Colonial Heights, VA location under the name Williams, using card ending in [redacted]. Upon my arrival, my order was delayed, starting 10 minutes later than confirmed. Unfortunately, my order was also incorrect, and the items I requested were missing. Desiring assistance, I sought out the manager after approaching several staff members without success. The manager, occupied with other tasks, delayed addressing my issue for an additional 10 minutes. During this time, I observed the manager attending to new online orders instead of addressing existing customer concerns promptly. Even after receiving a refund, I left empty-handed due to the lack of available items caused by the prolonged delay. The overall experience lacked proper management, customer service, and a sense of urgency. My dissatisfaction stems from the manager's apparent unwillingness to engage and resolve the issue effectively.

Hello, I encountered an issue while trying to input the codes for the Bitcoin and Burritos promotion on Chipotle.com. When attempting various codes, I found that the Enter button was unresponsive. Subsequently, I tried entering the code [redacted], which was accepted but resulted in a Code Error message with 9 remaining tries. Despite multiple attempts with different combinations, the Enter button remained inactive. This experience feels like an April Fools' prank despite Chipotle's assurance that it isn't. It seems to have caused frustration, potentially deterring customers from visiting the store. If the intention was to generate negative feedback on social media, that objective may have been accomplished. This process ended up consuming approximately 20 minutes of my time without any success, leaving me disappointed.

I am extremely disappointed with my recent order. We requested three burrito bowls, none of which were made correctly. The first bowl should have contained tofu, rice, onions, peppers, and cheese; instead, it had rice, tofu, cheese, and an excessive amount of sour cream, missing the onions and peppers. The second bowl was to include steak, rice, cheese, and guacamole, but we received steak, rice, sour cream (overwhelmingly so), no guacamole, and an abundance of onions and peppers, which my husband is allergic to. This mistake has led us to rush to the ER due to his anaphylactic reaction. The third bowl was equally incorrect, with steak, lettuce, no onions and peppers, queso, and too much sour cream. All the bowls were inedible. I demand a full refund and to speak with a manager about this unacceptable situation, considering the health risk to my husband.

I visited the Mokena location on [redacted] S. LaGrange Rd on 3/31/21. I ordered a plain cheese quesadilla and was charged $8.20. When I mentioned the high charge to the cashier, she said it was a new price that couldn't be adjusted due to corporate guidelines. Despite explaining that I didn't order the new quesadilla meal, the cashier insisted the salsa I added was considered a side dish. This response was disheartening as a returning customer of the establishment. Even suggesting she consult a manager was futile, as she claimed they wouldn't address the discrepancy due to the new corporate policy. It appears she was referring to the new quesadilla meal, which I did not select. The order number is [redacted], served by Haley on 3/31/[redacted] at 12:54 PM. This experience left me feeling taken advantage of. - Eileen

I placed an online order and paid for it to pick up at their drive-thru. However, upon arriving, there was an extensive line of 30+ cars, and after waiting for 25 minutes with minimal progress, I had to leave. I attempted to cancel my order by calling their contact number repeatedly, but I couldn't reach anyone or even leave a message. The customer service line directed me to the Chipotle website and then disconnected the call. Despite the restaurant claiming their lobby was open, I observed six individuals trying to collect their orders through the locked doors. I am simply seeking assistance from a representative to obtain a refund for the undelivered food, but it appears that they are avoiding answering any calls.

Chipotle has always been my favorite place to eat. Today, I visited the Knoxville, TN Cedar Bluff location and saw a sign on the door stating "Online orders only." I usually prefer to order for carry out in person. It was disheartening to see around twenty orders on the counter, growing cold. One of the reasons I loved Chipotle was its freshness and temperature of the food. Today, the orders seemed cold and stale. Being 75 years old, I find it challenging to order online and felt disappointed with the service. I'm unsure if I will return as it seems there is no one addressing this issue. Despite my loyalty even when Chipotle was featured on national TV, this experience has left me rethinking my choices.

As a vegan with lactose intolerance, I've been a loyal Chipotle customer for a long time. Recently, my visits to the Quarry Lake location in Pikesville, MD [redacted] have been disappointing due to cleanliness issues. Despite always ordering a veggie bowl with rice, salsa, and guacamole, I've found pieces of cheese and even patches of sour cream in my dish. This not only grosses me out but poses a risk to my health and others with similar dietary restrictions or allergies. I'm frustrated by the lack of care and attention to detail at this location compared to others I've visited. Despite trying to contact them to address the problem, I couldn't reach anyone. I urge for this issue to be taken seriously and shared with corporate, the Quarry Lakes location, and any relevant managers for immediate improvement. Thank you, - EL

During my recent visit to your store at [redacted] E. Bidwell Suite [redacted], Folsom, CA [redacted], I had an incredibly unpleasant experience. I ordered a chicken bowl and a kid's meal with a side of Guacamole, but when I paid, I was charged $19.72, which I believed was incorrect. Despite informing the three employees about the mistake, they were unprofessional, disrespectful, and argued with me. Upon returning home, I noticed that my child's meal was incomplete as it was missing a drink and fruits for the side. When I called the restaurant and asked to speak to the manager, she replied in a condescending manner and eventually hung up on me after showing no concern for the situation. This level of customer service is completely unacceptable, unprofessional, and disheartening. I am seeking assistance from corporate to address this issue promptly. If I do not receive a response, I may have to escalate this matter further by contacting the media and news outlets.

There is a significant issue at the Chipotle located at [redacted] Cottman Ave Ste 61, Philadelphia, PA [redacted]. Since 4-9-21, DoorDash has been handling their delivery service. When ordering online twice, my orders were canceled, and the food was not delivered. Currently in the process of being reimbursed, the drivers claim that the store ceased deliveries for the day, which seems improbable as the orders were placed at 6:30 pm Eastern Time. On 4-9-21, after the food was not delivered, I visited the store and was charged twice for my order in-store. Despite informing the cashier that I had already paid, she insisted the payment did not go through, despite my bank statement showing two different charges. Additionally, I have experienced issues with the website preventing me from ordering or selecting quantities multiple times in the past few weeks when trying to order. I possess my bank statement and DoorDash email responses as evidence. I plan to visit the store today to address these concerns, seeking my refunds and expecting some form of goodwill gesture due to this ongoing problem. As a loyal customer both in-store and online since the pandemic and for many years prior, I can confirm substantial spending at Chipotle.

I ordered lunch through the Chipotle app and drove to the restaurant located at [redacted] Mt. Hope Avenue in Rochester, NY. After picking up my order and returning to work, I discovered that the lunch I received was not what I had ordered, despite the label showing my correct name and order. I tried contacting the restaurant multiple times by phone, but received no answer. I ended up having something else for lunch and later went back to the restaurant to get the correct order, a burrito bowl with chicken, peppers, mild salsa, and cheese. While I preferred a refund, they offered to make another bowl. I requested no sour cream as I planned to heat it up for dinner but was given a bag with a side of sour cream. When I checked, the sour cream was also on my food. I am very unhappy and unable to return to the restaurant from work. I am unlikely to eat the food and demand a refund for such incompetence. The lack of response on the phone is disappointing, and better customer service is needed.

I reside in Oak Ridge, Tennessee, where the nearest restaurant is a 20-minute drive away. I visited the restaurant after checking online that it opens at 10:45 AM, but found a sign on the door stating they only accept online orders. When I called, I spoke with Julie, who informed me they were understaffed and insisted I place my order online. As an elderly gentleman, I prefer not to share credit card details online. It was disappointing to travel all the way for a dining experience that many have recommended, with no such option available in Oak Ridge. I am hesitant to make another trip to Chipotle without the certainty of their actual opening hours. The situation was quite frustrating. Sincerely, D.W. Oak Ridge, TN

I recently had a frustrating experience with Chipotle. My daughter placed an online order for 3 meals on 4/12, which totaled $42.34. However, after encountering an error message upon submission, the order did not go through but still appeared as pending on her credit card. Chipotle claimed they didn't receive the order and advised us to contact corporate. Despite no order being placed, the card was charged. After contacting the credit card company multiple times, I was informed it may take up to 90 days to resolve the dispute. Feeling compelled to escalate the matter, I attempted to reach out to Chipotle directly but faced difficulties with their customer service line. This ordeal has left me dissatisfied with Chipotle's handling of the situation, and I am disappointed by the lack of prompt resolution.

I am a Postmates driver and had a negative experience at a pickup location in Downtown Miami, Florida. I had to wait over 45 minutes without proper parking and even had to park in front of a fire hydrant. The employees at the restaurant were disrespectful, sticking their tongues out at me and calling me names, despite me not being rude. As the owner of Mr. Pools Miami Corporation, I understand the importance of professionalism. Waiting for 45 minutes for a delivery that is compensated with only $2.90-$3.50 is unacceptable. I took photos of the employees to express my disappointment with their behavior. It is crucial to maintain a positive attitude in customer service roles, and the behavior exhibited by the employee with a ponytail and tattoos was inappropriate for representing your business.

On the evening of April 23rd, I visited a Richmond, Virginia location at 9:32 p.m. Unfortunately, upon arrival, I found the doors locked along with a few other customers. Despite the posted business hours being until 10:00 p.m., the workers inside mentioned they were only serving customers with online orders. After some confusion, I placed an order online and upon receiving it, I noticed my bag of chips was missing a significant amount. Additionally, my order was incorrect, as I had requested a meatless salad but received a bowl with chicken instead. The check number for my order was [redacted], and the store was located at [redacted] Midlothian Turnpike Ste A, North Chesterfield [redacted]. The whole experience was disappointing and unprofessional, from closing early to the incomplete order. I would like a refund for this subpar service.

I have been consistently experiencing issues with my orders from the Geneva Illinois location. Today, my order once again arrived incorrect, missing the chips for my queso. When I addressed this with the duty manager, their response lacked empathy and focused more on excuses about their workload. Despite being offered a free item for my inconvenience, the location is not easily accessible to me as I only work nearby. In the past, I have received credits on my Chipotle app for similar mistakes. I hope the management can address these recurring errors and perhaps implement a quality check system to ensure accuracy. It's frustrating as I rely on my orders being correct, especially after long shifts at work. I have also heard similar complaints from my coworkers. It would be greatly appreciated if this matter could be resolved.

I reside in zip code [redacted]. Both local stores are providing a terrible experience. Recently, I was forced to cancel a DoorDash order because of excessive wait times caused by online ordering. Despite the current COVID circumstances, the long wait times in-store seem counterproductive to social distancing. This has now happened to me three times, with a 30-minute delay each time past the designated pickup time. As I wait for my order, I am in a store with 32 others facing the same issue. The early closing time of 7 pm also raises concerns, making me wonder if it's a staffing problem. These ongoing issues have left me feeling frustrated, and I may need to take a break from ordering until these issues are resolved. Thank you.

I frequently order from Chipotle and have always had positive experiences until last night. My recent takeout order was disappointing. The delivery was delayed, and the food arrived cold. My son's kids meal was missing items, and my tacos were messy and soggy. When I called the West Ridge store to address the issues, the worker redirected me to DoorDash, which was not appropriate. The manager, Ashley, was rude and unprofessional, making the situation worse. I was not offered an apology or any resolution for the mistakes made. I expect better customer service when spending $75 on an order. I am requesting a full refund and a gift card to make up for the poor service received. Tim Burgmaster

I ordered food through the app and once again received a dish smothered in cheese, which I cannot eat. This is the second time in three orders, and the Cochran Rd Pittsburgh location has had numerous other issues. I have been facing problems with this location for about a year now with no resolution. I only visit when I'm working nearby. It ends up costing me $20 every time I have to order delivery from another place. Despite reaching out, I never receive a call back or follow-up. I have pictures of the food before disposing of it, but there is no way to attach them in the system. I have spent hours trying to get help, and after finally reaching a human through the chat support (Pepper), the outcome is always the same. I receive apologies, free meals, and promises of management being informed, but the problems persist. It's disheartening to witness the decline in service at Chipotle. I will use up my gift card balance and free meals and then support a local restaurant that values my business.

I recently tried to place an order online at your Capital Blvd location in Raleigh, North Carolina, but encountered difficulties over the past two days. Despite being a loyal customer who frequently uses the grab-and-go option with accumulated points for a free entrée, I was unable to place my order online as usual. When I contacted the store on Sunday, May 2nd, [redacted], I was informed that they had disabled online ordering due to being understaffed, which I found unacceptable. I believe hiring more staff should have been a priority. This decision has led me to reconsider my loyalty to this particular location as a customer. I feel disappointed that my patronage is no longer valued, solely because of the increase in in-store business. Moving forward, I will no longer be supporting this location, and I may also dissuade friends and colleagues from doing so. This experience has led to the loss of a weekly customer, and potentially more due to the negative impact shared with others. I hope this feedback is valuable for improving customer service and retaining loyal patrons.