Chipotle Mexican Grill, Inc. Customer Service Issues

I received an email prompting me to make a purchase at your establishment by December 20th to receive [redacted] bonus points for the holidays. Despite visiting one of your locations by the specified date and making a purchase, I discovered afterwards that the order was supposed to be placed online for in-store pickup. This detail was not clearly outlined in the email, leading to confusion. My aim was to ensure I obtained the bonus points by the deadline. Any assistance you can provide on this issue would be greatly appreciated, as my family and I are devoted Chipotle fans. Thank you in advance for your help.

Hello, I am Annette Esteves, a Crew Team Member at [redacted] W Herndon Ave. I have been facing challenges at work where I feel belittled, overburdened, and uncomfortable due to some behaviors from one of my managers. This includes being asked to perform tasks beyond my training, receiving inappropriate texts outside of work, and feeling unfairly treated when requesting schedule changes. The work environment has become hostile and I have had to endure emotional distress. Despite my love for my job and coworkers, these circumstances have led me to make the decision to resign from Chipotle. Thank you.

I had a disappointing experience at the Chipotle location on Washtenaw Rd in Ann Arbor, MI. The meat portions were extremely small, and they refused to provide more despite ordering the Steak/Chicken option at the Steak price. The inconsistency in portion sizes based on the server is unfair given the pricing difference between the meats. The staff was rude and unhelpful, and this has been a recurring problem at this store. Moreover, the manager named Mike or "Mikey" has behaved inappropriately towards my daughter, even after she asked him to stop. Their conduct is unacceptable, and they often run out of ingredients using busy days as an excuse. This mismanagement is frustrating. I am seeking four meal cards for a party of four to address the ongoing issues and lack of professionalism. Thank you, Bill

I placed an online order for three burritos at Chipotle on December 26 with a pick-up time of 8:30 PM. The restaurant is located at [redacted] N 7th Ave Ste [redacted], Phoenix, AZ [redacted]. Upon my arrival at 8:35 PM, they informed me that they were out of tortillas and needed to wait for more. They advised me that the wait time would be approximately 20 minutes. When I requested a refund, I was told that they couldn't provide it in-store due to the order being made online. It has now been more than 35 minutes since arriving, and my order is still not ready. This situation is highly inconvenient and frustrating. If given the option, I would have gone to another Chipotle for my meal.

I had a disappointing experience at the Fremont Ca location on Osgood Road. The manager, referred to as "Ella," was quite rude, and even the cashier, whose name I could not get, was unhelpful. When inquiring about the type of salsa for the chips, the cashier placed it in the bag without a word. When I asked for a fork, the cashier vaguely pointed. When I requested to speak to the manager, Ella seemed dismissive. The team's customer service was very poor, leaving me feeling embarrassed. Additionally, I sensed the cashier may have been biased, as he avoided eye contact during our interaction.

On December 28, [redacted], I went to the Chipotle restaurant located at [redacted] Hadley Road in South Plainfield, New Jersey. During my visit, the employee who made my food displayed a rude attitude. Additionally, both the employee and the host, Richard, started speaking Spanish to me while I was trying to place my order. As an African-American woman born in the United States, I found their behavior disrespectful. It is important to address this issue promptly, especially in a world already filled with enough negativity. Perhaps sensitivity training would be beneficial in this situation.

While waiting for my second item, the previous customer mistakenly returned a bowl that was part of my order. Despite pointing this out, the worker retrieved the rest of the other customer's order, then instructed a coworker to add a new lid to my bowl. In the process, two individuals without gloves handled my food, and no attempt was made to remake the first bowl touched by non-workers. This situation is not only unprofessional but also unsanitary. I have been hesitating to speak up as I needed time to compose myself. What actions would you take in this scenario?

My family and I recently dined at Chipotle's Grill located at [redacted] E. Hospitality Lane Suite B, San Bernardino, CA [redacted]. While ordering, I requested two different types of meat for my tacos but the server made both the same without asking. When I raised this issue at the cash register, the server, Devon Elsy, handled the situation rudely. To my surprise, he turned out to be the manager. Devon's lack of professionalism and disrespect towards customers, especially seniors like myself, was truly disappointing. I believe he requires further training in customer service. I have shared my experience on various social media platforms to highlight the poor service. Devon should issue a personal apology to me and my wife. The cost is not my concern. Thank you for addressing this matter. - David Araya

I would like to make a complaint about an unpleasant experience I had at the Chipotle on Robert Street in West Saint Paul, Minnesota. There was a short brunette girl with glasses working there who made customers feel terrible for asking for certain things on their burritos. She was very rude, throwing items around and rolling her eyes at anyone who requested extras. When I tried to address the issue, another employee next to her also displayed an unprofessional attitude. Everyone she interacted with seemed intimidated by her behavior. I will continue to try to reach out to Chipotle to report this incident. The date of the incident was January 3rd at 6:40 pm. I hope this feedback helps in addressing this matter and improving the customer service at your establishment. Thank you.

We dined at a Chipotle restaurant on 12/30/19, ordering for carryout. Upon returning home, we discovered that the order was missing tortillas and beans. The food quality was disappointing; one dish tasted overly of lemon juice, and the guacamole was discolored and unpleasant. We contacted the store, where a person claiming to be the manager assured us our meal would be replaced on our next visit with the receipt. On 1/6/[redacted], my wife and I revisited the same location and relayed our previous experience to multiple employees. The General Manager, Clarissa Sierra, seemed unaware and insisted on checking the security footage, only to then claim beans were included in the order. When I sought clarification, she directed me to contact corporate and deferred me to the Field Leader, Jose Pacheco. During my conversation with Jose, he was immediately rude and unhelpful, fixating on the presence of beans despite our larger concerns. This situation was unacceptable, and I wish to address it further, as both individuals were also impolite to my wife.

I bought a $15 gift card for my son in California along with a shirt. Unfortunately, he only received the shirt and not the gift card. I always keep a record of the 16-digit number on the card and the balance. I visited the Chipotle in Elk River, MN, and they advised me to contact you regarding this issue. I was expecting better customer service via the website. I was wondering if it's possible for you to email me a new gift card and cancel the missing one. Although I do not have the physical card, I was able to check that there is a $15 balance on it. Can you please assist me with this matter? Kindly contact me via email. I would appreciate some customer service assistance. Thank you. Rachel from Minnesota

I visited Chipotle on Sunday, January 5th around 6:30pm and accidentally left my bookbag there. When I called the restaurant located at 72 W 125th St, New York, they mentioned they had my bag and would keep it for me. However, after just 42 hours, not even a full two days, they disposed of my bag. Upon visiting today, I was told about their policy of discarding unclaimed items after a certain timeframe. Unfortunately, my bag contained important items like sneakers, jeans, my insurance card, school ID, and a game system. If I had known about this policy, I would have acted sooner. I feel distressed about this situation and am requesting $[redacted] as reimbursement for the inconvenience and to replace my lost belongings. Please get in touch with me regarding this matter. Thank you.

Hello, I wanted to share an unfortunate experience I had at one of your Chipotle restaurants today. I have been a loyal customer for years, eating at Chipotle frequently. However, today one of your employees, SANTOS, treated me very poorly. I accidentally touched the food showcase with a finger to point out what I wanted on my order, and SANTOS yelled at me in a disrespectful manner. I had to apologize and clarify my request, but he continued to be rude even as I left the restaurant. This behavior was humiliating and unacceptable. I believe that this employee should receive further training on how to properly interact with customers to prevent any negative impact on Chipotle's sales and reputation. Unfortunately, after this experience, I and my friends will not be returning to the Aventura location. I hope that in the future all customers are treated with respect and appreciation.

I used the Chipotle app to place a pickup order for 12 pm, received the confirmation email and screenshot with the time clearly listed. Upon arrival at the restaurant, I waited for 20 minutes before inquiring about my order. The employee informed me they had no record of it and did not offer assistance beyond suggesting I "call somebody". Despite showing proof of confirmation and the charge on my credit card, she was unable to resolve the issue. Consequently, I was delayed for work and had to order a second meal to meet my obligations. I seek a refund for the initial order that was not fulfilled. The situation caused undue frustration and wasted approximately 30 minutes of my time.

I am Charysse C. from Orange County Public Schools, connected with the NAF Academies to help high school students secure summer internship placements. The students, aged 16-17, are part of career academies such as finance, engineering, information technology, and hospitality and tourism, earning high school credit through their involvement. On March 6th, we will hold an event to fundraise for their internships and are reaching out to community members for support, be it financial contributions or items to include in an auction basket at the event. Your company is well-regarded, and any donations from you would be popular auction items. Our aim is to build a strong future workforce for your company and Central Florida. Your time is greatly appreciated, and I look forward to potentially collaborating with you soon.

I am feeling incredibly frustrated and famished. I placed an order for the new "KETO" bowl through your app, but after being charged, I received a notification indicating delivery issues. Unfortunately, I'm unable to make it to the restaurant, and I am in urgent need of my meal. My attempts to contact the Chipotle in Allen, TX have been futile as they never answer their phone; it simply directs me to a non-working phone number. I have been double-charged for a total of $26.52 ($13.26 each). I would greatly appreciate a prompt refund. My experience with Chipotle has left me dissatisfied, and I am reconsidering my use of the app. Best, CG

I am extremely upset about my recent experience with placing an order through the Chipotle app. Despite the app indicating that I needed to pay upon pickup, my order was not processed. Upon arrival at the Chipotle location at 11 W Washington, Phoenix AZ, downtown CityScape, I was informed that there was an issue with the app, and I discovered that I had been charged six times for $7.76 each, totaling $46.56 in charges for food that I never received. I am frustrated by the lack of resolution from Chipotle's management regarding this error, especially considering it is a known issue with the app. I urge Chipotle Corporation to address this problem promptly and refund the erroneous charges immediately. Additionally, I would like my time compensation for the delay that this issue caused me, resulting in me being late for an appointment. It is unacceptable that I was charged six times without receiving my order. I request a swift resolution to this matter and expect a refund for the unauthorized charges promptly. U. Beard

I am extremely frustrated! I tried to place an order through the Chipotle app but it didn't go through. When I arrived, my order wasn't ready and was never processed through the app, as I had thought. The manager acknowledged there is a known issue with the app but blamed me for the problem. I discovered I was charged six times $7.76 each for food that I never received due to this issue. This is a problem that Chipotle needs to address, and I insist on an immediate refund. I also request compensation for the inconvenience caused by my delayed arrival at the Chipotle location on 11 W Washington, Phoenix AZ. I demand my money back promptly as no action was taken at the store, and I was late for an appointment. Please contact me urgently at [redacted]. Ulah B. [redacted]

I am extremely disappointed with my recent experience at Chipotle. I placed an order through the Chipotle app, but upon arrival, my order was missing because it never went through the app as I had thought. Despite the management acknowledging there was an issue with the app, they blamed me for the problem. To make matters worse, I was charged six times $7.76 each for the order that was missing. I demand an immediate refund for the overcharges and for my time wasted due to this incident at the Chipotle location on 11 W Washington, Phoenix AZ. I expect Chipotle to address this matter promptly and refund my money without delay. The lack of resolution during my visit was unacceptable, and my repeated bank charges need to be rectified immediately. I can be reached at [redacted] for a resolution on this matter. Sincerely, U. Beard

I encountered a problem while making an online purchase. There were errors during the payment process, but my account ended up getting charged multiple times for orders I did not make. I visited the Fannin location and briefly spoke with the general manager, who suggested I call her later. Despite trying to reach her, I haven't been able to get in touch. I am eager to resolve this situation as I am being unjustly charged for orders that were not placed.