Chipotle Mexican Grill, Inc. Customer Service Issues

On Friday, November 8, [redacted], at 9:11 p.m., I ordered a Mexican Coke and Bowl online with brown and white rices, black beans, sofritas, fajita veggies, mild, medium, and hot sauces, corn, and lettuce, which totaled $10.39. The Semoran Blvd. location was out of Coke, so I received a refund for that and got my bowl, only to find sour cream in it, which I did not request. I contacted the location and was told they couldn't remake it as they were closed, but they would refund me for the bowl. Moving to Sunday, November 10, [redacted], at 11:31 a.m., I received a refund but only got $5 instead of $10.39, as confirmed by Customer Care Coordinator Levi. I'm unsure why I received half of what I paid for. Thanks, Maaliyah B.

I placed an order through the app, but it got sent to the wrong store. I was charged $20.13 on 11/7 instead of my regular location. I contacted the store immediately, and they said they would email corporate for a refund. It's now 11/11, and I haven't heard anything back or received a refund. Just wondering about the status of my request.

Hi, I ordered two vegan bowls for pick up today at your Maxtown, Westerville, OH location under the name Doug Hosey. The stickers on top were correct, but the protein in one bowl was steak instead of beans, making it unsuitable for us as we are vegan. This is the second time our order has been wrong despite the sticker being accurate. The first time guac was missing, but we could still eat the bowl. We love the sofritas and this won't deter us from Chipotle, but it's inconvenient. Just wanted to share my feedback. Thanks. Raelena Hosey

I ordered for mobile pickup at the Victor, NY store at 8 pm with a promised time of 8:15 pm. Upon arrival at 8:20 pm, my order was not ready, and the employees seemed distracted. Despite witnessing my burrito being prepared, it was neglected and left unattended. After a long wait, I had to request my order, hastily thrown into a bag. Once home, I discovered the rice in my burrito bowl was severely undercooked, resembling rocks. This unacceptable quality led to discomfort while eating, forcing me to discard the meal. I am disappointed in the service received and the poor food quality. It was a waste of money, and I am requesting a refund for this unsatisfactory experience.

My name is Brenda, a long-time Chipotle enthusiast. Lately, I've faced disappointments at the Spartanburg, SC restaurant on Ezell Blvd. During the last three visits, I had the worst experience. Today, after waiting in line for 20 minutes, I learned they had no chicken or veggies, only carnitas. They asked me to wait, and after 10 minutes, they were still not ready. Many customers left, causing you to lose business. This isn't the first time; the past visits had missing items too. Once, they closed 2 hours early, asking us to wait for chicken. Why is it a challenge to find my desired items ready? Each visit involves waiting extensively for a single bowl. If this repeats, I'll have to stop patronizing Chipotle. I address this issue because I see it affecting your business. Frustrated, I left hungry and had to cook a frozen dinner at home. I hope this feedback helps to improve the situation for all your customers.

I asked a co-worker to pick up my food, as I always do, and provided a detailed list. Unfortunately, this time my bowl was much smaller than usual and barely had any food in it. I called the restaurant and spoke with a manager named Carly, who was quite rude. Carly did not introduce herself as the general manager and did not apologize for the error. Instead, she repeatedly defended her staff without acknowledging the mistake. She mentioned that since the order was placed in person, she couldn't assist me, but if it was online, she would have been able to help. Despite being a regular customer and experiencing a problem for the first time, I felt disregarded by Carly's lack of customer service and professionalism. As a former restaurant manager myself, I believe it's essential to handle such situations with empathy and problem-solving skills, which Carly seemed to lack.

Hello, I am reaching out regarding an online pickup order placed by my office on 11/20/19 at the [redacted] Hempstead Turnpike location in Uniondale, NY [redacted]. We are regular customers at this establishment but encountered some issues this time. One of our meals was missing entirely, and the two chicken tacos we ordered were substituted with a different bowl. Additionally, despite requesting extra protein for both the chicken and carne asada bowls and paying the fee, we received only half portions of each. We would appreciate it if you could assist in resolving these mix-ups. The total order was paid for using a credit card. Thank you for your attention to this matter. Regards, R.D. Nassau Suffolk Law Services Hempstead NY

Yesterday, at around 4:45 pm, I visited your store at [redacted] S Figueroa to buy a bowl. The cashier Jada, whom I knew from school last year, made a disturbing comment. She mentioned she would spit in my food but didn't want to lose her job. This happened because of a past issue regarding a male friend, which I have moved on from, and believe she should as well. I find her threat to be utterly revolting. The potential health risks of such actions are concerning, and I believe she should face consequences for her behavior. Employees should not exhibit such misconduct, especially when handling food. Immediate action should be taken to address this situation.

I am a frequent customer at Chipotle and have been consistently disappointed with my experiences at the Denton, TX location on Loop [redacted]. On my recent order, I received two bowls that were only a third full. When I contacted the store about this issue due to my DoorDash order, they were unable to provide a refund. This resulted in a partial refund, a new order, and an additional hour's wait. In my most recent order of three burritos, my DoorDash delivery driver informed me that the store claimed someone had already picked up my order. When I called the store, they apologized, remade the order, and sent it with my dasher. Unfortunately, the food was subpar - cold burritos with missing guacamole, undercooked rice, and minimal meat. Despite my request for a full refund of $40, I was only refunded $19 by DoorDash. The store explained they couldn't assist further as it was a DoorDash transaction. I am requesting the remaining $21 refund and would also appreciate reimbursement for the $15 from the previous incorrect order. I am a devoted Chipotle customer, but the service at the Denton Loop [redacted] location leaves much to be desired.

I visited another location in Memphis where they ran out of steak. After they called the Cordova branch and confirmed they had some, I rushed over before 10 p.m. However, upon arrival at 8:50 p.m., I found the door locked with four staff members inside cleaning up. Despite the sign indicating a 10 p.m. closing time, they were closing early. I was met with a dismissive attitude from an employee. I feel let down by this experience as I drove 25 minutes for the food. This behavior does not match the standard I expect from your establishment. I am frustrated and hope this is not a common occurrence. Can someone please reach out to discuss? I also have a loyalty card for free items.

On November 25th at 6 p.m., I visited your Belton, Missouri location and unfortunately had a terrible customer service experience. The cashier was the only person who showed friendliness. The first staff member mumbled through taking orders, and after asking her to speak louder, she remained unfriendly and rushed. The second staff member was also sloppy while making my burrito, creating a mess on the table and poorly rolling it. They seemed disinterested in providing good customer service. This lack of care does not meet the standard expected in a retail environment. The management should address these issues promptly. As someone who works in retail, I understand the importance of customer satisfaction, which was severely lacking in this situation. This experience was one of the worst I have encountered recently, and it is important for you to be aware of it.

Good afternoon, I am currently at store #[redacted] in Bethlehem, Pennsylvania. My family and I ordered 2 bowls with double meat and a kids meal. Unfortunately, my chicken was cold, even though we ate at the location. My boyfriend's steak and chicken were also cold. Another patron shared a similar experience. Additionally, I found a large onion skin in my bowl. I wish the young lady at the register had informed a manager to address the situation. Despite being the only location nearby, this experience may deter us from returning. The lack of grills in use contradicts the freshness portrayed in your commercials.

I want to report an incident that occurred on Nov 15, [redacted], around 9:50 pm at your restaurant. When I entered, the server, Calvin, greeted me saying, "Good, you're my last customer," but his attitude quickly turned rude and abrupt. Despite asking for a veggie bowl, Calvin seemed upset and was disrespectful when serving me. Calvin’s behavior continued with dismissive responses when I requested more rice and beans, even going as far as denying me corn for my bowl. This unacceptable treatment continued, and although I confronted Calvin about his behavior, no resolution was achieved. Today, Nov. 26, [redacted], I encountered Calvin again and chose to avoid the potential mistreatment by another server. However, Calvin's actions persisted, including mishandling my food order. I have been a loyal customer for over three years and have never experienced such unprofessional conduct from any of your staff. I am requesting that appropriate action be taken regarding Calvin's demeanor and behavior.

I have been a loyal customer at Chipotle for the past three years, visiting about three times a week. Recently, I noticed a discrepancy in the pricing when I went with my boyfriend last week. We always order the same thing, with him getting a burrito with steak, queso, and cheese. However, this time his burrito alone was priced at $14, which seemed unusually high compared to our usual bill of around $17, where his order was considered a "3-pointer." Despite my attempts to explain our regular order and pricing, the staff disagreed and insisted that I was mistaken. I find this situation frustrating, especially after being a frequent visitor for so long. If there have been changes to the pricing or how orders are categorized, I would like this issue to be addressed to ensure transparency for customers like me. Thank you for your attention to this matter.

Hello, my name is Justin X Perkins. I used to work at the Steelyard Chipotle in Cleveland, OH. I was hired in September. After working four days, including orientation, I have yet to receive a paycheck even though it's already November. The general manager, Marshawn, mentioned that he's awaiting compliance approval for my clock-in numbers, preventing me from getting paid. Despite explaining that I can't continue working under these circumstances, I still need to be compensated for the four days I worked. The GM stated that on November 14, he contacted payroll to issue me a check, but as of today, November 30th, I have not received it. Marshawn has been unhelpful and hasn't provided any satisfactory explanation for the delay in my payment.

I am disappointed to have to write this message. I have always enjoyed dining at Chipotle for my family meals or a personal treat. However, on my recent visit to the location at [redacted] Dahlia Street in Commerce City, CO [redacted], I slipped and fell on the ice outside the establishment at 6:49 PM. I was shocked by the lack of care and negligence in not clearing the walkway for customer safety. Not only did I ruin my food in the fall, but when I informed a staff member named Leslie, and the manager (whose name I do not recall), there was no empathy or customer service shown. I had to suggest that they remake my order due to their oversight. The poor customer service and lack of care from such a large corporation were disheartening. I hope all Chipotle locations will be more diligent in ensuring walkways are safe to prevent similar incidents. I would appreciate a follow-up on this matter. Thank you. Best, Kaleah W. Contact Information: Phone: [redacted] Email: [redacted]

I had placed and paid for my meal on the Chipotle app for pick-up at the Colonial Heights VA [redacted] location by 1:00pm on 12-2-19. The order included a chicken salad with mild tomato, medium green salsa, sour cream, cheese, vinaigrette, and chips with guac on the side. Upon arriving at 1:10pm, I was informed that my order was delayed because they had run out of guacamole, which was not supposed to be on the salad. Due to time constraints during my lunch break, I couldn't wait for a remake as my order hadn't even been started. Requesting a full refund of $10.80 since I didn't receive any food. Unhappy with the lack of customer service, I will not be returning to this location in the future.

Hi, I'm currently at the Orlando International Airport, and once again, my experience at your location was subpar. It seems like every month I encounter issues here - you're either out of items or charge me incorrectly. Today, there was no lettuce available. It's disappointing that you couldn't source it locally or find a new supplier. Nearby, another booth had an abundance of lettuce. Furthermore, I wanted chips and guacamole but was informed you were out of chips, which has been the case during my last three visits. The staff's explanation of being busy isn't satisfactory. My usual bill is around $20, and I frequent Chipotle locations in Missouri and Illinois for work. I'm contemplating avoiding this Orlando location due to its poor management. Please address these issues at [redacted] Jeff Fuqua Blvd, Orlando, FL. Thank you.

Hello, I visited the Aventura Mall location in the food court about three weeks ago. As I was finishing my payment and reaching for a fork, I was shocked to see a cockroach inside the container. It was quite a disgusting sight. Despite my aversion, I calmly covered the container with a napkin to avoid causing a scene and moved it aside. One of the female employees went to the back to call for assistance, but even the staff seemed reluctant to address the issue promptly. I left feeling disgusted and proceeded to another location to get utensils. The staff overall needs better training on cleanliness and organization in the food area. A hands-on manager who sets a positive example, provides guidance, and ensures daily follow-ups could greatly improve the situation. On a positive note, the cashier was efficient and friendly. Thank you.

Hello,*I had a concerning experience about three weeks ago at the Aventura Mall location in the food court. As I was finishing paying and reached for a fork, I was shocked to find a cockroach in the container. It was quite unpleasant. Thankfully, I remained calm and covered it with a napkin to avoid causing a scene. Even though one of the employees attempted to address the situation, it seemed like the staff was hesitant to properly clean it up. I left feeling disappointed and opted to eat elsewhere. Additionally, I believe the employees would benefit from better training on maintaining cleanliness and organization in the food area. It would be beneficial to have a manager who leads by example and ensures that cleanliness standards are met daily. On a positive note, the cashier was efficient and friendly.* Thank you