Chipotle Mexican Grill, Inc. Customer Service Issues

On July 30, [redacted], I bought items in Plano, TX using a $25 gift card. The cashier mentioned the card had only $0.09 left, so I used another card with $5.50 and my credit card to cover the remaining amount. I handed over the ‘empty’ card to be recycled, not realizing the $24.91 balance it actually held. During a recent purchase, I discovered the error and that I had lost $24.91 due to the cashier’s mistake. The receipt showed the discrepancy. Providing the original purchase date, time, order number [redacted], host Medison, and store details at [redacted] Legacy Dr, Plano, TX [redacted] for reference, along with the card details ending in [redacted], transaction [redacted], and authorization [redacted]. I hope Chipotle can rectify this error and return the rightful $24.91. Your assistance in sorting this out is appreciated. Regards, Amit

I am Leidy Rojas, a previous employee of Chipotle Mexican Grill. I recently reapplied for a position with your company. The store manager informed me that I am not eligible for rehire. The reason given was the termination by my last manager. I want to clarify that the other managers were aware that the manager who let me go had been sexually harassing me. Changes were supposed to be made so I wouldn't work with him, but I unexpectedly found myself working with him again on the day of my termination. I wish to work with your team again as the circumstances of my previous termination were unjust. I appreciate any assistance and look forward to your response.

I recently visited Chipotle at [redacted] Richmond Ave in Houston, Texas [redacted]. Unfortunately, I was disappointed with the service and the quality of the guacamole. Coming from Orlando, Florida, where Chipotle is better, the difference was noticeable. The cashier and manager on duty were unfriendly and unhelpful when we requested a refund for the guacamole. Despite the poor experience, we had to eat the bowl because we were hungry. This was our second Chipotle visit as the first one didn't even have guacamole. I was shocked by the rudeness and attitude we encountered at this Chipotle location. Our unique code on the receipt is [redacted][redacted]. This experience has deterred us from returning, even though we used to frequent Chipotle at least once a week.

I encountered an issue with the app while attempting to switch my order from one location to another. The app malfunctioned, so I ultimately decided to close it out. Surprisingly, 30 minutes later, I received an email notifying me that my order was ready at the initial location, even though the app didn't reflect me placing it. This occurred on a BOGO day, and given my past struggles with the app, I suspect it may be related. As a result, I'd appreciate a refund for the unintended order location, as I inadvertently paid twice - once at the incorrect place and again when I physically bought the food.

I ordered two small tacos and two small quesadillas, but the quesadillas were missing from my bag. I spoke with Kevin and Julio at the store. Kevin was somewhat helpful, but Julio suggested I left before the quesadillas were ready. I was surprised that I received my bag without the complete order. Julio blamed me for the mistake, and a girl with tattoos insinuated it was my fault too. I wasn't offered any compensation or even an apology. As a loyal customer, I expect better customer service. I was returning from helping in Puerto Rico when this happened, so it was disappointing. I would like this issue escalated to the district manager and territory director as I feel disregarded and discriminated against in this situation.

Hello. My students and I have previously ordered from your Bellevue service on multiple occasions. Initially, when the students raised concerns, I dismissed it as a potential misunderstanding. However, I personally experienced an issue with the freshness recently and was disappointed. While the food was fresh initially, it developed a strange flavor resembling something past its prime after it cooled down, as my students had also noted. I have been a Chipotle customer for many years, even during my time in Cincinnati and in Seattle/Bellevue. This recent experience at Crossroads Bellevue has been different, with the dish quickly losing its fresh taste. I never encountered such a problem with Chipotle before and it's disheartening. Apart from the taste issue, I also experienced mild food poisoning symptoms, unlike those who ate more of it. This Chipotle location is near places like Bellevue College and Newport High School. I hope this feedback is helpful and that steps will be taken to address these issues. Regards, Ana.

Hello, I'm Dariane Maietta. I placed an order on my Chipotle app with free delivery. The delivery I received was incorrect, with another person's name on it. I contacted the DoorDash driver who said I should resolve it with Chipotle. I called the Chipotle in Robinson, PA where I ordered and they suggested I pick up the correct order instead of offering a new delivery. I declined, and they said they would contact customer service to resolve it. They took my contact information but haven't reached out since September 2nd. I still haven't received my correct order, so essentially, I paid for food I didn't get.

I placed an order on my Chipotle app yesterday (9/10/18), like I have many times before without any issues. The order, totaling $32.05 plus a $5.00 tip, was delivered by DoorDash. Upon delivery, I noticed we only received 1 bowl and 3 bags of chips instead of the 3 meals and side dips we ordered. After contacting Chipotle, they directed us to DoorDash, who in turn directed us back to Chipotle. Eventually, Chipotle acknowledged the missing items were at another location. DoorDash offered no solution other than picking it up ourselves, which is not possible due to a physical disability. Chipotle was unable to process a refund on-site and suggested contacting their headquarters since it was an online transaction. My name is Linda Acord, and I am requesting a refund to my card ending in [redacted]. Thank you.

I placed an order at the following location: Pickup Time: 02:30 PM 09/15/[redacted] (Today) Pickup Address: [redacted] N Highway 17 Mt Pleasant, SC 29[redacted] Phone: +1 [redacted] My email associated with the order is [redacted] Items Ordered: Vi - $11.95 - Steak Salad ($7.85) - Half Chicken, Brown Rice, Fajita Veggies, No Beans, Fresh Tomato Salsa, Roasted Chili-Corn Salsa, Tomatillo-Red Chili Salsa, Sour Cream, Cheese, Guacamole ($2.05) - Side of Guacamole ($2.05) Matt - $8.10 - Chicken Burrito ($6.85) - Double Wrap with Tortilla, White Rice, Fajita Veggies, No Beans, Queso ($1.25), Fresh Tomato Salsa, Roasted Chili-Corn Salsa, Tomatillo-Green Chili Salsa, Tomatillo-Red Chili Salsa, Sour Cream, Cheese, Romaine Lettuce Total Payment: $22.26 Payment Method: Card Ending In: XXXXXXXXXXXX2745 I visited the location but it was closed. I received a confirmation order beforehand. I am disappointed with the online ordering system for not notifying me about the closure. I am requesting a refund and compensation for the inconvenience and being charged without receiving the food.

Good afternoon, I am reaching out once again to address an issue. Despite contacting the local store and sending messages via the Chipotle website's "talk to me" feature, I have yet to receive a response. On Saturday, 9/15/18, we placed an online order at the Delaware, Ohio location on Hull Rd. My family frequents this location multiple times a week, but this time our order was disappointing. The meat and rice were undercooked, and even my 12-year-old daughter tried to salvage her meal by microwaving it. The chips accompanying the Guac dip were so stale they were inedible, leading us to discard the entire $45 order and dine elsewhere due to our time constraints. The lack of follow-up on this issue troubles me, especially considering how often we visit this location.

I encountered a frustrating situation with Chipotle and DoorDash. The delivery driver incorrectly stated his location, causing me to spend over an hour trying to locate him. Despite our attempts to exchange pictures and messages, he was at the wrong college campus. This resulted in my food arriving cold after a long wait. DoorDash advised me to contact you for a refund. I've provided my reference number [redacted] and hope for a prompt resolution to this matter. Thank you.

I am Preston Clayton, and I would like to share an experience I had on 9/18 at 4:36 p.m. with a host named Maria. My order number was [redacted]. I ordered a bowl with brown rice and extra rice, however, the extra rice overflowed the bowl covering my entire order. When I contacted the manager, Miss Nellie, she asked for the receipt and requested I return the next day. When I returned as instructed, the on-duty manager was unaware of the situation and suggested I was dishonest. I requested Miss Nellie to call me, but she did not. When I asked for the district manager to contact me, I was told they were unavailable. Despite several attempts, the issue remains unresolved.

I recently went to the [redacted] SW Hall Blvd. location in Portland, OR today where I ordered my usual burrito with rice, cheese, and guacamole to-go. Typically, the total for the two sides is $3.15, which is what I paid on Sep. 20th as well. However, on this visit, the cashier, Deborah, initially rang up my order as $4.20 for two sides. After some confusion and a wait, she returned with two other staff members, including a possible supervisor, who then charged me $7.00. I was surprised by the increase and asked about it, feeling a bit embarrassed by the situation. I prefer not to cause trouble and was taken aback by the lack of clear explanation and basic respect I received. It seems there was a miscommunication among the staff on pricing, which led to this unpleasant interaction. I believe a clearer system of communication among employees and a more respectful approach towards customers could prevent such issues in the future. Thank you for your attention to this matter.

I believe it would be beneficial if someone could investigate the Chipotle store at [redacted] Roxboro St in Durham, North Carolina. Every visit I make there, they always seem to be running out of items, mainly rice and cilantro. On one occasion, they even had customers waiting for rice to be cooked. This inconsistency is frustrating. Recently, they were out of brown rice and cheese, showing a lack of concern or communication from the staff. Another customer also expressed their disappointment with the store's cleanliness and lack of essentials like napkins. A particular incident involving the cashier charging my daughter for two bowls instead of one, and offering a free bag of chips instead of a refund, was unacceptable. I confronted them about it and demanded a refund for my daughter. Unfortunately, this Chipotle location near my house has proven to be the worst in Durham, and I doubt I will be returning.

Today at 1:30 to 1:32 PM, I placed an order through the app. Despite experiencing issues with the app kicking me out of my order, I managed to place it. However, upon receiving my food at work, I discovered a mixup with the beans and sour cream. When I contacted the store about exchanging the order due to the app trouble, the staff member initially seemed understanding. Unfortunately, the situation took a turn when she mentioned they couldn't resell the food. She proceeded to embarrass me in front of her colleagues by blaming me for the error, causing me to feel extremely irritated. Despite my respectful and apologetic demeanor, she displayed unprofessional behavior by laughing at the situation. I have decided not to return to this store and plan to leave negative reviews online due to this experience. I would like a refund for the order, as I will not be consuming it, and hope that the manager addresses the staff's behavior.

I placed an order through the app today at 1:32 PM for the Chipotle store in Yuba City, CA on Gray Ave. The app had technical issues and kept kicking me out of my customized order. When I received my lunch, I noticed a mix-up with the beans and sour cream. When I called the store to explain, the conversation took an unpleasant turn, and the staff member seemed unhelpful and even laughed with colleagues. I just wanted to exchange the order but felt embarrassed and disrespected. I am disappointed as I am a loyal customer and visit often. Unfortunately, I will not be returning to this specific store due to this experience. I plan to leave negative reviews and request a refund for the order. I hope this feedback leads to improved customer service and a more positive experience for others in the future.

I made a large order with Store #[redacted] online for my business and selected the delivery option. I placed the order at 10:45 and was told it would arrive in 30 minutes. However, at 12:10, I called the store only to find out that my order was never picked up. When I reached out to them, they told me to contact the delivery company, even though I ordered from Chipotle. I believe they should have informed me about the issue and given me the choice to pick up the order or cancel it. I am extremely dissatisfied with the service and demand a full refund. When I asked for contact information, I was given the runaround and transferred to different people without getting to speak to a manager. I expect a prompt response or I will have to report this as a fraudulent charge. This experience has been so disappointing that my company will no longer be ordering from them, despite our previous large orders.

I am dissatisfied with the customer service provided for cancellations of unfilled orders. It is frustrating that only corporate can assist and they are unresponsive. Waiting for an email reply is inconvenient. The company should allow orders to be canceled, especially if they have not debited the bank account yet. Same-day transactions should be able to be canceled promptly. It's unfair to charge customers who mistakenly order from the wrong location, as they should be able to transfer or cancel without being double-charged and then waiting for a refund. It is unreasonable for the policy to require customers to pay twice for such simple errors.

I dined at Chipotle last night at the Alliance Fort Worth TX Location. Unfortunately, I fell seriously ill with food poisoning afterward. My husband and daughter also had the same meal, except they did not have the fajita veggies. I noticed that some of the fajita veggies tasted like they had been burnt and had a charred taste, making me wonder if they were not cooked properly. Despite trying to contact the manager multiple times by phone to report the issue, the calls went unanswered. I even shared my experience on our neighborhood Facebook page and learned that someone else had a similar encounter recently at the same location. It's frustrating that despite my attempts to reach out, no one responded, leaving me concerned about the food safety practices at this Chipotle branch.

My sister and I took our kids to Chipotle over the weekend. When we were ready to pay, the cashier seemed confused about processing a mixed payment. She called a manager named Jesse for help, who appeared flustered due to the busy store. Jesse expressed frustration at having to assist and mentioned he had been working there for three years but seemed unable to manage the payment. Eventually, he gave me incorrect change from a $50 bill, then abruptly returned all my money, expressing indifference. Upon eating our meals, we found the rice clumped together and peppers in some dishes despite not ordering them. This experience was disappointing as we are long-time Chipotle customers. Despite attempting to address the issues with the manager at the Heath, Ohio location, I was dismissed without a receipt or resolution. I am upset by the poor service and lack of concern shown by Jesse in front of other customers. Thank you for hearing me out.