Chipotle Mexican Grill, Inc. Customer Service Issues

I am a big fan of Chipotle and frequent the store at [redacted] Camden Ave Ste 50, San Jose, CA [redacted] twice a week for lunch. The staff is great, but there are a couple of issues that need attention. Firstly, the drink dispensing machine has been partially out of order for over 6 weeks and now one of the Coke and only Coke Zero dispensers are broken. Secondly, the faucet in the bathroom is loose and needs to be tightened. These issues need to be fixed promptly to maintain a clean and customer-friendly environment. It reflects poorly on the management to neglect such basic maintenance. Hopefully, these concerns can be addressed soon. Thanks, Nick.

I had a disappointing experience recently, rating it a -3 out of 10. Here's why: - Chairs were not arranged at tables by 2:30 pm. - Tables were dirty despite not being used. - A floor rug was haphazardly placed near the checkout. - Supplies obstructed access to the restroom. - It took 30 minutes to order and pay. - A customer waited 45 minutes for a mobile order. - No tea was available, especially odd in Georgia. - One front door was locked, posing a safety issue. - Employees seemed busy but neglected customer service. - The cashier disappeared repeatedly with a line. - Staff vanished before we could order. - There was no greeting or apology for the chaos at the restaurant. I adore the food, but this experience left me very dissatisfied. I have pictures to corroborate my feedback.

To Whom It May Concern, I am writing to express my disappointment with the customer service I received at the Chipotle located at [redacted] Providence Rd, Suite [redacted] Charlotte, NC [redacted]. I have visited this location multiple times and encountered a specific employee who has treated me poorly three times now. Despite discussing this issue with Laurie, the manager, previously, I experienced another negative interaction on Saturday, the 21st, around 12:30 pm. The employee in question showed a lack of willingness to accommodate my request for the vinaigrette to be placed on top of my salad and instead, displayed dismissive behavior. Throughout this ordeal, I have felt disrespected by the employee's actions, and despite Laurie's attempts to rectify the situation, I have decided to no longer patronize this Chipotle location. I believe Laurie is aware of the employee I am referencing, even though I do not know her name. This experience has left me feeling upset and I have chosen to take my business elsewhere, where I know I will receive better customer service. Sincerely, A Disappointed Customer

Upon arriving home, I was disappointed to find my food was both cold and unappetizing, as if it had been left in the fridge. One of the orders was missing extra chicken and fajita veggies, while the other contained pork instead of chicken, drowned in cold sour cream and lacked fajita veggies. Despite alerting the store at 5:38 PM, the response was unhelpful. The manager, Stephanie, claimed they were too busy to address my concerns promptly, although the restaurant was not busy when I was there. She suggested calling a 1-[redacted] number for a refund or to arrange a new order another day, without offering an immediate solution. Our interaction was unsatisfactory, as she was argumentative and unprofessional. I have never experienced such poor service at this restaurant before. Stephanie's attitude and lack of customer care were unacceptable. I am requesting a refund for both orders.

I am contacting you because the Chipotle in Easton MD consistently runs out of salad dressing, which is a main reason I choose to dine there. Occasionally, they agree to make more, but most of the time they simply state it's unavailable without offering to prepare it. The Manager mentioned they prepare two batches daily when I asked, so I suggested they increase it to three. Unfortunately, the server informed my husband they were out without further assistance. This recurring issue at various Chipotle locations is frustrating. Additionally, on September 23 at 8:30 pm, my husband experienced unfriendly servers who did not smile, which was disappointing. It is disheartening and might lead me to avoid Chipotle altogether.

On September 23, [redacted], I made an online payment of $[redacted].02 for an order that I intended to pick up the next day, but there was no option for next day pick up. After visiting the store at [redacted] Sutter St and speaking with the manager, she recommended calling the 1-[redacted] number to request a refund. She kindly printed out my order receipt and advised me to pick it up the next day, but I was asked to pay again at the time of pick up. I am in need of assistance in refunding the money for my online order placed on 9/23/19. I have been unable to reach the accounting department to address my issue. Can someone please assist me with this matter? Thank you.

I arrived with about 20 minutes before closing time hoping to grab a tasty burrito from Chipotle as I was next door and quite hungry. Unfortunately, I was met with rude comments from the employees stating that they were closed and I would need to return the next day. Despite feeling like an inconvenience, I requested to speak to the manager. Disappointingly, the manager responded harshly, implying that I should have arrived earlier if I wanted food. I explained I still had time before closing, but I was informed that they had already closed the kitchen for the night. This experience was unprofessional and unacceptable. I am hesitant to visit this location again in the future.

On September 26, [redacted], at 5:36 p.m., an incident occurred at the restaurant located at [redacted] East Craig Rd. Suite [redacted]. After placing a food order and sitting with my family by the front door, I left my wallet in the booth. Despite discussing this with the morning manager the next day around 8 a.m., no useful information was obtained from the cameras regarding the wallet's whereabouts. I strongly believe an employee found it, as two employees were cleaning tables nearby as we left. Due to language barriers, my attempts to resolve this internally were unsuccessful. I will be filing a police report today about the incident, and I request urgent assistance to facilitate this process effectively.

On September 27th, I placed an order for a steak salad with white rice through the Chipotle online app. Unfortunately, I received a call informing me that they were out of white rice. Despite my request to cancel the order due to not having transportation, they insisted I come in person for a refund. I questioned the need for me to physically go there just to receive my money back since they were able to change my order without verification. Eventually, after a 30-minute walk in hot weather, they processed the refund in person, failing to provide a receipt. To my dismay, they handed me the food I originally ordered instead of the refund. I am now left wondering about the status of my refund and why the process was so inconvenient.

During my visit to Store #[redacted] at [redacted] W Colonial Dr. in Ocoee, FL [redacted], my suede shoes got wet while I was ordering. An employee noted a leak and went to get wet floor signs. Later, at home, I found a long piece of hair in my food, which was unsettling. When I contacted the store, a manager offered a refund but insisted I come back in person or receive credit for an online order. I expressed my concerns to Janice, who explained they had placed caution signs before opening the store. I couldn't provide a specific return time due to medical appointments, causing some back and forth about resolving the issue. Despite feeling misunderstood and frustrated, I was advised to keep my receipt for any future follow-up.

On September 27, [redacted], we placed an order for dinner from our local Chipotle in Shawnee, KS. Although our order was supposed to be ready at 6:45 p.m., by 7:22 p.m. we still hadn't received it. The driver reached out to us twice to apologize for the delay. When I called the store, I was informed that they were understaffed due to the high volume of orders. When the food finally arrived, it was cold, even though our house is only half a mile away from the store. I am disappointed that we waited over an hour for our order to arrive cold. This experience has left me unimpressed with the level of customer service provided by this food chain. I have a receipt with the promised time and have saved text messages from the delivery driver.

As a concerned parent of a Chipotle employee in Tyler, Texas, I am troubled by the situation my daughter faced. The general manager pressured her to choose between pursuing her education in business management or keeping her job. Despite informing Chipotle of her school plans during her hiring process, she was put in a difficult position and felt obligated to resign. I was under the impression that Chipotle supported employees' educational pursuits, so this experience is disappointing. My daughter enjoyed her job and put in extra effort, only to face this ultimatum. Is this how students are typically treated at Chipotle? I hope this issue can be addressed at this store to prevent similar situations for future student employees.

On September 25th, we placed an online order for store located at [redacted] Hillsborough St. in Raleigh, NC, totaling $70.04. 1- I was charged erroneously for guacamole on a veggie burrito. 2- I alerted the managers upon pickup and, after some delay, received a credit. 3- Following a 40-minute drive through rush hour, parts of 2 orders were missing. 4- I called back, spoke to a manager who mentioned crediting both incomplete meals, but I never received the credit. 5- Today, I spoke with Adair, another manager, and emailed her the receipt, but have not received a response. 6- I am now reaching out to express my disappointment. This is not just about a $15 refund, but about customer care. Regarding resolution, I leave it in your hands. However, anything less than a $40 credit would be unsatisfactory. -R and D McRackan

I recently received two confirmation emails for orders supposedly placed by me on 9/28/19 at your Chipotle store. However, I did not make any orders that day, especially considering they were placed in CA when I live in South Bend, IN. These unauthorized orders were charged to my debit card on file in the app, totaling $25.02 and $11.61. I have taken the necessary steps such as removing my card from the app and having my bank deactivate the card. I am seeking a refund for these unauthorized charges. I can provide the address where the orders were placed if needed for your investigation. I kindly request that you refund the money and assure you that I will not store my card details in your app anymore. Thank you.

After waiting in line for 15 minutes at the Chipotle in Danbury, CT, I was disappointed to find out they were out of their heavily advertised carne asada, as well as steak, cheese, guacamole, and tomato salsa. The employee directed me to a small crumpled piece of paper listing the unavailable items in small font, which was difficult to read. My main issue is that the store did not effectively communicate the lack of options, causing customers like me to wait unnecessarily. I left immediately upon discovering there was no steak available. Adding to my frustration were the large signs inside promoting the new carne asada without any indication that it was not in stock. I have pictures of the poorly hung sign on the front door as evidence of this poor communication effort.

I am disappointed with my recent experiences ordering from the Chipotle location in Cincinnati, Ohio on Winton Rd. My first order had very little of everything on it, like a kids meal. This time, they added beans which I did not order and left out the steak I requested alongside chicken. When I called the store to address the issue, they initially could not find my complaint and the remake was still incorrect and sloppy. Upon requesting a refund, I was directed to call an [redacted] number instead. I left the food there feeling very unsatisfied with the service I received. I hope this matter can be resolved promptly. Thank you.

I visited the Chipotle at [redacted] York Road in Maryland [redacted] on a Saturday for my family's dinner. The young man who served me was nice, but the two young ladies assisting him were rude and mixed up my order. I ordered six bowls, three with extra meat and three with regular meat, totaling $74. When I asked to speak to the manager, he only discounted $7. It has been a year since my last visit due to their rudeness, but I decided to give it another try, only to find the same rude behavior. I have now switched to a different location. I would appreciate a call at [redacted].

My son visited the restaurant in Frisco on 9/30/19 at 1:31pm. Unfortunately, he was overcharged as another person's meal was added to his bill. The cashier assured him a credit would be issued to my credit card for the mistake, yet he did not receive the original receipt. My credit card was billed approximately $25 for a burrito and chips. Despite my son obtaining a credit receipt for the refund, the amount has not been credited back to my card. Surprisingly, the receipt indicates a cash refund, which was not received as my son was informed it would be returned to the credit card. I kindly request this error be rectified and the correct amount refunded to my account.

I visited the Chipotle location at [redacted] tonight at 8:45 pm and experienced the worst customer service ever. 1. The employee sweeping initially said they were closed even though their closing time is listed as 10 pm online and on the door. After I mentioned this, she said someone would assist me shortly. 2. Another employee came out, and when I inquired about more fajita vegetables, she rudely said they were done cooking for the day. I then saw the cook smoking and on his phone. The woman's response was also impolite. 3. I purchased my incomplete meal and tried to get hot sauce, but the sweeping woman said there were no containers and brushed me off. When I asked for her name, she ignored me three times. I have images of the receipt and the location with these two inadequate customer service representatives. Dealing with so many Chipotle issues topped with such disrespectful service is disappointing.

On Tuesday, October 1st, I visited the Chipotle on [redacted] White Bear Ave Unit 1, Maplewood, MN [redacted] to purchase burritos. During my visit, I observed an employee not changing gloves after wiping the line table, which I found unsanitary, especially for those with food allergies. When I spoke to the manager, Chris, about my concerns, he mentioned that it was not their procedure to change gloves every time and that customers with allergies should inform them. I felt his response lacked empathy and professionalism, as he did not apologize for the situation. I did not seek compensation but wanted to highlight the unsanitary practice. Unfortunately, I will not be returning to this Chipotle location due to this disappointing experience.