Chipotle Mexican Grill, Inc. Customer Service Issues

I arrived at my usual Chipotle location at 7:20 p.m. on Monday, 7/20/19. The line was long, but I waited patiently with my wife, who is trying to eat healthily before her weight loss surgery. We both ordered two bowls to go with white rice and carne asada. Unfortunately, I was told that they had carne asada but it was not cooked and wouldn't be available for the rest of the night. When I inquired about any signs indicating this, the server seemed unaware. I left feeling frustrated as there was a lack of concern from the Chipotle staff, even the manager. I frequent this Chipotle 5-6 times a week since it's near my gym, and I am a powerlifter. Address: [redacted] US Highway [redacted] Mt Dora, FL [redacted] Thank you.

I was surprised when the manager mentioned that they often present brown guacamole to customers, and they seem fine with it. I was puzzled by this response and couldn't believe it. It's the most absurd reaction from a manager I've heard. It felt like a lack of understanding and care. I ordered a carnitas burrito with a side of guac and chips. It's shocking to hear the manager, Adrian, say that it's normal for people to accept it. My experience at Chipotle in Upland was unexpected.

I placed an order for pickup on 10/5/19 at [redacted] Transit Rd. Williamsville, NY [redacted]. Shortly after ordering, the store manager called to inform me the rice machine was broken and my order couldn't be fulfilled. They advised me to request a refund, but the email provided was for merchandise, not food. I'm seeking a refund for a carne asada bowl that I paid for but didn't receive. Could you please assist with this matter? Thank you, Christa N.

I reached out earlier today at 11:00 a.m. regarding my recent issue. On Saturday, October 5th, [redacted], I placed an online order for store pickup. After the order went through, a manager called me 15 minutes later to inform me that the rice machine had broken down, and they couldn't fulfill the order or issue a refund. Despite sending five emails and making nine phone calls, I haven't received any response. Each time I call, they hang up after just two minutes on hold, claiming they are too busy to assist. The store I ordered from is located at [redacted] Main Street in Williamsville, NY [redacted]. I am requesting a refund for the bowl of carne asada that I already paid for. Please either refund my money or provide a free meal to compensate for the inconvenience. I eagerly await your response.

I had a disappointing experience at the restaurant. The staff member was impolite and did not pay attention to my burrito preferences. When she wrapped it, there was a mess with sour cream all over the outside. I ended up with mostly carne asada, rice, salsa, and a small amount of sour cream. The whole burrito was messy unnecessarily. If I wasn't patient, I would have left. This incident occurred at [redacted] Commercial Drive, suite [redacted], New Hartford, NY [redacted]. The order number was #[redacted].

I noticed three unauthorized delivery charges on my debit card ending in [redacted] dated Monday, October 7, [redacted]. The charges are from a restaurant located at [redacted] Von Schilling Drive in Hampton, VA. I don't live in that area and did not make these purchases. Kindly reach me at [redacted] I request a refund for these charges and will report this fraudulent activity to the authorities.

I visited the Chipotle on [redacted] Blanding Blvd in Orange Park, Florida. I placed an order through the app, but when I got there early, my food was already waiting at the pickup station. Upon checking, I found they were out of queso and large cups with lids. In addition, my steak in the bowl was overcooked and cold. After only a few bites, I woke up the next morning with food poisoning. Despite paying for a large queso and chips, I only received a handful of chips. I tried to talk to the manager for a refund after being ignored for 10 minutes at the register, but the staff was rude and unhelpful, telling me the only way to get a refund was through the website. I emailed them but didn't get any response. I spent $20 on subpar food and service. I demand a full refund for my entire order.

I have submitted 3 complaints since last Friday. On 10/4, they were out of fajita veggies, and on 10/7, they were out of fajita veggies, corn, and cheese. My usual order includes rice, chicken, fajita veggies, corn, tomato, sour cream, and cheese. The lack of these main ingredients was disappointing. There were no signs informing customers, and I waited in line for 15 mins during my 30-min break, unable to go elsewhere. I've spent $20 at Chipotle and am dissatisfied. I frequent Chipotle 3-4 times weekly. I hope for a prompt response as I seek a refund or compensation for this inconvenience. Thank you for your attention, Nikki W.

I am still waiting for a call back after more than a month. Another person I know had an issue, sent an email, and received a call back that resolved the problem in less than a week. I have already sent five emails, and it would be helpful if a supervisor could call me back soon. My contact number is [redacted]. If I am unavailable, please leave a message, and I will return the call. Despite multiple submissions on this page, I have not made any progress.

On 10/11/[redacted] at approximately 1:50 pm, I visited the Chipotle located at [redacted] East Florence Ave, Walnut Park CA [redacted] and placed Order #[redacted] with Host Kimberly. I ordered two bowls, one steak, and one chicken. The employee assisting me did not have a name tag, and his attitude was poor and rushed, even though there was no one behind me in line. I requested white rice, but there was not enough, and it seemed old and hard when I ate it at home. I also asked for chicken, but he seemed reluctant to give me the right amount until I insisted. Kimberly then charged me extra for the correct amount of chicken in my bowl. When I inquired about the additional charge, she mentioned a mix-up with another customer's order and seemed distracted, possibly gossiping with a coworker. After calling and speaking to the supposed manager, David, I was disappointed by his lack of concern and proper customer service. Overall, I was unsatisfied with the customer service experience provided by Kimberly and David at this Chipotle location.

I would like to share my recent experience at the Rock Road and Kellogg location in Wichita, Kansas. Over the years, my family and I have visited this restaurant and enjoyed both the food and service. However, in the past 2 to 3 years, I have noticed a significant decline in quality. The rice has been hard, the chicken tough, and the guacamole lacking flavor. On my most recent visit, the food was subpar and there were issues with the service. The staff turnover has been high, and the employees seem indifferent and often rude. This drastic change is disappointing, especially considering how much we used to enjoy dining there. It saddens me to say that we are now considering finding a new place to eat. As a business owner myself, I understand the importance of providing consistent quality and service. I hope this feedback can help address the issues at this location. Thank you.

A few months ago, my family and I were in line at the Burbank, California Chipotle ready to pay for our meals when a man unexpectedly grabbed my burrito and hurried out of the store between my wife and me. Initially puzzled, I soon realized he had taken my food and left. Although hesitant to chase him with my young daughters present, I reported the incident to the unhelpful staff who made a new burrito for me after the theft. The police were notified, and Detective Dickers from Burbank handled the case. Unfortunately, the Chipotle management did not respond to the detective's inquiries or provide the requested security footage. Despite the minor nature of the theft, the overall experience was disappointing due to the inaction of the staff who seemed indifferent. It's disheartening when those meant to assist don't take the necessary steps to address a crime. While it may be too late to retrieve the security footage now, I felt it important to highlight the lack of support and cooperation from the Burbank Chipotle team in this situation.

On Sunday, 10/13/19, I placed an online order at my usual Secaucus location, but there were no pick-up times available. After refreshing the page, the app switched my location to State St in Madison, WI, where my son attends college. Unfortunately, I didn't notice this until after I completed the order and received the confirmation. The time was an hour behind, causing confusion between Madison and NJ times. I wanted a 6:45 pm pick-up in NJ. I couldn't cancel the order through the system, which I find unacceptable. I had to reorder from East Rutherford, NJ, as a result. I was charged for the Madison order, which was never picked up. I am requesting a refund for that order and the return of my earned rewards. It's frustrating that there is no way to reach the locations by phone or through an [redacted] number when dealing with these types of issues.

During our recent visit to the restaurant, we were disappointed by the lack of cleanliness. While waiting in line, we noticed a buildup of food around the lip and edge of the steam tables that was approximately an inch thick. Despite the servers wearing gloves and keeping utensils inside serving trays, the area was not cleaned of food spillage, and even the protective glass was visibly dirty. This occurred on a busy Sunday night, highlighting the importance of maintaining a clean environment. The cashier, though busy, failed to provide a satisfactory experience. I patiently waited for the chips I ordered, only to be told that they would be brought out when someone else placed a similar order. This unusual practice led to a delay in receiving my chips, which unfortunately turned out to be stale. Despite the friendly and helpful attitude of the servers, there is a clear need for improved training in cleanliness and customer service at this specific location in Euclid, Ohio on East 224th Street.

I recently discovered unauthorized activity on my Chipotle account. It appears that someone gained access, changed my login details, and made an $80 purchase without my consent. I am currently working with my bank to resolve this issue. I believe there was a security lapse on the Chipotle app's end that allowed this breach. I had to cancel my debit card to prevent further unauthorized charges. I am concerned because the hacker now has access to personal information like my name, address, and card details. Unfortunately, I am locked out of my Chipotle account as the hacker changed my information. I have reached out for support through the customer service portal on the website but have not received a response yet. Please contact me via email urgently to address this matter.

Good evening, my name is Talaia Steele. I recently visited Chipotle, located at [redacted] Halsted Street in Homewood Village [redacted], as I usually do. I ordered a chicken bowl, and the young lady taking my order, whose name I don't know, had a very unpleasant attitude. Despite this, I requested double everything, including chicken, mild sauce, and queso. The employee's unwelcoming behavior and excessive juicing of the ingredients made my experience unpleasant. I inquired with another staff member about her demeanor, and he mentioned that there was a corporate meeting that day, possibly affecting her mood. This encounter has deterred me from returning to this specific Chipotle location, although it's the only one I typically visit. The employee in question had a ponytail, a nose earring on the left side, and appeared to be Hispanic or of mixed heritage. Thank you for allowing me to share my feedback.

My 11-year-old daughter was eating a chipotle chicken bowl when she bit into a bone, hurting her tooth. Another bone was found in the remainder of the meal. Although I was eating a bone-free chicken burrito, I was concerned about the safety issue. I returned the bowl with the bone to the store the next day, but without a receipt, they declined to offer any refund or credit. I was upset as I explained she had eaten most of the meal before finding the bone. I was hoping for an apology and a refund for her food, as it could have been a dangerous situation if she had choked on the bone. It's disappointing that the store didn't handle the situation more appropriately, considering the potential risk to my daughter's well-being.

I recently visited Chipotle last week, and unfortunately, my experience was quite frustrating. The long line made me wait around 45 minutes to place my order. Even though I visit this location weekly, they were out of several items I wanted. After waiting an additional 15 minutes, the manager apologized and offered me a free entree for my next visit. Today, during another long wait and more out-of-stock items, the staff's response to my inquiry about fajita vegetables was a bit unfriendly. When I politely requested free chips due to the inconvenience and stock issues, the cashier asked the manager, labeled as Queen, who rudely took back the free entree card and only offered me a bowl. Despite being a regular, I felt mistreated and embarrassed in front of other customers. The service I received was disappointing, and this has left me dissatisfied. The Chipotle address is [redacted] N. John Young Parkway, Kissimmee, FL [redacted], contact [redacted]. Thank you.

My recent experience at Chipotle was disappointing. Despite waiting in a long line for about 45 minutes, they were out of several menu items by the time I reached the front. The manager kindly offered a free entrée for my next visit due to the inconvenience. However, on my return visit, the same issues persisted - long lines and out-of-stock items. When I inquired about the availability of fajita vegetables, the response was rude. I asked for free chips as a gesture of goodwill given the situation, but was rudely denied by the manager, Queen, who also took back the free entrée card previously given to me. Her attitude was unprofessional and embarrassing, with other customers witnessing the situation. Despite my lunch break time constraint, Queen only allowed me a free bowl and refused any further compensation. This experience has left me feeling disrespected and disappointed as a loyal customer. I believe the customer service at this Chipotle location on [redacted] N. John Young Parkway, Kissimmee, FL, is below standard. I hope the management takes this feedback seriously and improves the service quality.

I visited Chipotle on Lorain Road in Cleveland, Ohio. Upon arrival, I noticed the rice was mushy. I asked for a fresh batch but wasn't shown the quality. After paying and leaving, I found the rice in my bowl was also mushy. I called to speak to a manager, a person named Michelle answered. This has been a recurring issue, despite the location's convenience. I plan to return for a refund but won't be going back. Additionally, I observed a staff member with a visible hickey, which seemed unprofessional. Disappointed with my experience at this location.