Chipotle Mexican Grill, Inc. Customer Service Issues

On Saturday, August 3rd, I visited your restaurant located at [redacted] Freemansburg Avenue in Easton, Pennsylvania, [redacted]. I purchased a chicken burrito which was priced at $13, which I found to be quite high for a burrito. Upon sitting down, I noticed that every table in the restaurant was unclean, including the floor. When I brought this to the attention of one of your employees, they apologized and eventually cleaned the tables. However, I observed them using the same rag on multiple tables, which is concerning in terms of food safety. Additionally, there did not appear to be any managers present, and the staff seemed more focused on chatting amongst themselves than maintaining cleanliness. I work in the food industry, and I believe these practices are unacceptable and could lead to hygiene issues. It was disappointing to hear that there was no customer support person available to address my concerns directly. Thank you for listening.

My grandson and I had a disappointing experience at the Short North Chipotle. The order we received was unpleasant, with hard and uncooked rice. After encountering difficulty reaching them by phone, I spoke with the manager, Mary the next day. She initially agreed to replace our orders, but when I returned, the manager on duty, Dee, declined. I contacted Mary again and even went in person, but now it seems she and another employee, Eli, have left. The current manager, D, refuses to replace our order. This situation is frustrating, and I am unsure how to proceed to get a refund. I have kept my receipts for reference.

At [redacted] Cunningham Rd Ste 2 in Cincinnati, OH [redacted], the employees there keep playing rap music louder than the house music, making it chaotic and disrupting for guests. It's frustrating during my lunch break when all I want is some peace or no music at all. Compared to Chipotle, where the music is not great but at least not rap, the experience at this location is unpleasant due to the loud and conflicting music choices.

My family visited the Chipotle in Lancaster, Ohio today around 2 PM. While in line, they informed us that they were out of cheese. I opted for a bowl instead of tacos without cheese. However, when I reached the extras station, they were out of cheese, guacamole, and lettuce. Despite using my free entree reward, I was charged nearly $4 extra for double steak. I assumed my entree would be completely free like at Starbucks. Overall, I left the restaurant very dissatisfied. The staff seemed disorganized and they were missing many ingredients essential to my meal.

After a busy day running errands, I decided to grab dinner at your restaurant with my 13-year-old son who loves quesadillas. Despite ordering one for him at the drive-thru, we were disappointed to find it missing when we got home, a 30-minute drive away. I called the store and spoke to the manager who insisted on a 60-minute round trip for a refund. Now, I have to cook after a long day at work because my son has no dinner. It's frustrating that there's no simple way to refund my credit card for the missing item. I hope we can resolve this issue smoothly.

I visited Chipotle in Raleigh, NC on 8/7/19 for lunch. I parked behind Chipotle on Hillsborough Street at NCSU. While I thought a homeless individual was watching me, it turns out he works for the property manager and booted my car for not walking directly into Chipotle. He demanded $[redacted], showing a sign as proof. The Chipotle manager mentioned it was the property manager's doing, not Chipotle's. The towing company is www.unlimitedrecovery.com, and the property manager may be NCSU-related. I informed NCSU Campus Police, Officer Allen, about the incident. I have not contacted the towing company or City police yet. The aggressive booting was unexpected, and I expressed my concerns to the towing guy. I am a post-grad student at NCSU hoping for a refund and for Chipotle to be alert about this issue that does not align with their brand. Thank you for your understanding. Joe Teague Jr.

I visited Chipotle yesterday to collect my 3:45 catering order. Upon arrival, the manager told me they were still preparing it. I waited for 20 minutes without anyone acknowledging me. No apologies were given. I had also tried to place an online order the day before, well within the time frame, but I faced issues with three different credit cards. I eventually had to call to place the order due to problems stemming from past fraud issues with online orders. It was frustrating as I had guests waiting at home. The whole experience cost me $[redacted].60, which felt like a high price to pay for such a disappointing service. The store in question is located at [redacted]-B North Salisbury Maryland [redacted].

Tonight, I visited my nearest restaurant and placed an online order for a veggie bowl to pick up. After waiting 20 minutes longer than expected, I received my order. Unfortunately, upon arriving home, I discovered the bowl contained chicken and steak instead of vegetables. This was concerning as I have been a vegetarian for 8 years. To resolve the situation, I had to decide between returning to the restaurant, which is not conveniently located, or ordering through a food delivery service due to my long workday. I opted to use a food delivery service and ended up paying for 4 bowls in total. I am wondering if there is any possibility of receiving a coupon code for the 2 bowls I had to purchase again for my roommate. I appreciate any assistance on this matter. Thank you.

I am frustrated by my recent experience at Chipotle in NYC after a long day. I ordered sofritas and veggies, only to receive steak and cheese instead, which is not suitable for my vegan diet. The staff was rude, and the restaurant was messy with no cups available. I was overcharged, possibly due to tax differences between New Jersey and NYC. The specific location was [redacted], 8th Ave in NYC. I'm disappointed and will not be returning. I seek a refund for my $15.13 meal, supported by a photo of the receipt and the incorrect bowl provided to me.

I recently left the store located at 64th and Ward Road in Arvada, CO, where I have been a loyal customer for many years. Upon visiting at 2:00 on Sunday, August 18th, I encountered a situation that left me quite dissatisfied. While ordering two bowls to go, the manager's overly fast and rushed service was unsettling. Despite my polite request to slow down, the pace remained frantic as if there was a time constraint on each order. Even when expressing my concerns to another staff member, the speed of service was defended as the norm. This experience was by far the worst I have encountered in any dining establishment, and I felt dismissed when trying to address the issue. As someone who works in customer service, I understand the importance of providing a positive experience to guests. I hope this feedback can lead to a reevaluation of the current training procedures. Thank you for your attention.

I visited Chipotle at [redacted] Tittabawassee Rd Ste 1, Saginaw, MI [redacted], arriving 15 minutes before closing time. Despite my normal practice of picking up food quickly towards closing, upon arrival, it was evident the store was already closing down. I proceeded to the food counter only to find that nearly everything was gone, except for rice, beans, and carnitas. The lack of veggies and other toppings was striking, with even the metal trays missing. The employees showed no effort to assist or accommodate. This experience left me frustrated with Chipotle, a place I usually relied on during late, hungry nights. This incident has made me reconsider the reliability of establishments nowadays.

I am frustrated with the customer service at the Chipotle in Richmond Heights and Warrensville in Ohio. Every time I place an order, something is missing or incorrect. When I contacted them, the "manager" Erin was dismissive and claimed it's impossible for the orders to be wrong. I consistently face issues with my orders unless I physically go to the store. I will no longer be ordering from this location and I am disappointed with their service. As a registered nurse, I value providing top-notch care and would never treat my patients the way I was treated. This Chipotle location should either be closed down immediately or bring in a completely new staff. Due to my work schedule, I am unable to visit in person, but I have records of the incorrect orders placed through the app. I urge for a resolution to this problem promptly, or customers may start avoiding this branch. Thank you.

Yesterday at 8:55pm, my family and I visited the Chipotle at [redacted] W 153rd St, Olathe, KS [redacted] after a long day at a nearby hospital with a sick family member. We were tired and hungry, looking forward to a meal. Upon approaching the counter, we encountered some disorganized teenage employees. When I tried to order a burrito bowl with extra rice and no beans, the worker informed me that they were almost out of rice and wouldn't accommodate my request. After some back and forth, another staff member stated that making white rice would take 7 minutes. Feeling frustrated and drained, we decided to leave. As we departed, we overheard the employees laughing. Disheartened by the lack of assistance in our time of need, we went elsewhere to eat at Taco John's. This experience was quite upsetting, especially given the circumstances we were dealing with that night.

My friends and I visited your Glendale, AZ location on Thunderbird Road yesterday, August 29th. We all ordered different bowls. Sadly, my pregnant friend discovered a piece of plastic in her bowl but decided to eat the rest. I also had a barbacoa bowl and got severe food poisoning after consuming half of it. I experienced multiple symptoms like vomiting, chills, sweats, headaches, and dehydration. This forced me to take a day off work, which is challenging as a teacher especially before a long weekend. I am hesitant to return to your store after these incidents. The manager offered me a complimentary meal, but I declined as my trust in the food's quality has been shattered. How could plastic end up in the food? And how did I fall ill after being told everything is prepared fresh?

I visited the restaurant at [redacted] North Charles St. Baltimore, MD [redacted] to order food. While waiting, I witnessed an employee making disrespectful comments about the cleanliness of the grill. Despite feeling uncomfortable, I proceeded to order and paid for my food. When I went to get utensils, the same employee rudely reached over my food. When I asked to speak to a manager about the incident, no one addressed my concerns. I was very disappointed with the service and would like a refund for my order. I do not plan to return to this establishment.

I recently visited the location at [redacted] Glen Este Withamsville Rd, Cincinnati, OH [redacted], and ordered two burritos. I was extremely disappointed to find that the food was served cold. The rice, corn, and beans felt as though they had just been thawed out of the freezer. My wife was also unimpressed, and as a result, I don't believe my family or I will be returning to your store in the near future. This experience has left me feeling unsatisfied, especially considering we are part of a large group of family and friends. I'm afraid this incident may become a topic of discussion at our gatherings. It's disheartening when customer service is lacking, as it was on this occasion.

Good evening, I placed an order today scheduled for 8:15 pm. The order was on time, which is not the issue. Upon arriving to pick up the order, everything seemed fine. However, when I sat down to eat with my boyfriend, we realized that both bowls we ordered online at [redacted] were mixed up and completely incorrect. One bowl had veggies which were not supposed to be included, and both bowls had burnt steak and stale chips. This experience left us unsatisfied, especially since this is the second time it has happened with online orders. I would appreciate a gift card for the correct items I ordered. If that is not possible, I request a full refund and the free entree credited back to my account. As this issue occurred twice and the previous one was not resolved, this is my request. Thank you.

I recently visited the Chipotle in Marlborough, MA, with my girlfriend who has a gluten allergy. Despite mentioning the allergy multiple times during my order, the necessary precautions like changing gloves and avoiding cross-contamination were not taken by the employee. The employee assisting me was rude, rolling his eyes at my requests and throwing everything into one bowl despite my girlfriend needing a separate one due to her allergy. This kind of treatment is unacceptable, especially considering the severity of her allergy. I have already spoken to the manager, who offered a free meal as an apology, which I find inadequate for such a serious situation. I even tried calling to address this but was left on hold for 30 minutes with no answer. If this issue is not resolved promptly, I will have to consider taking further action.

Hello Chipotle Customer Service Team, I recently placed an online order that was completely incorrect. I had ordered a Veggie bowl with white rice, black beans, bell peppers, corn, green chili, lettuce, and avocado. Unfortunately, I received a fajita with cheese and vinaigrette instead. As a vegetarian, the sight of meat is really off-putting to me. When I called the store to address the issue and request a remake or a refund, the employee I spoke to, Ming, said they couldn't accommodate my request. I find it frustrating that they won't acknowledge their mistake and make it right. The store in question is located in La Verne, California on Foothill Boulevard. Due to my limited lunch break, I now won't be able to enjoy my meal and will have to miss out on a proper lunch. Thank you for your attention to this matter. Best, L.

I had a problem with the West Chase Chipotle located at [redacted] W Linebaugh Rd in Tampa. The issue was with a delivery order where I did not receive my food or a refund. I contacted the restaurant, but the manager did not take my call. I paid for the food but didn't get it or a refund. The customer service from Chipotle was extremely poor.