Chipotle Mexican Grill, Inc. Customer Service Issues

I have been trying to contact Chipotle for a month now with no luck in getting through to a live person. On 12/06/19, I visited store [redacted] at Fannin Street in Houston, TX ([redacted]) and purchased a Veggie Bowl, Chips, and a Pine-Orange Nantucket drink. Unfortunately, when I opened the drink during my dinner break, I discovered it was expired since 2/22/19, almost 10 months old, and had some unpleasant residue at the bottom. I returned the items to the store, received a refund, and was disappointed by the lack of concern from the staff. I took a picture to document the situation, and due to this experience, I do not plan on returning to this location. My name is Naomi Henry.

The store in McHenry, Illinois on 31 consistently has employees arriving 2 to 3 hours late and not compensating them for the extra time worked. One employee shared that she had to work until 5 o'clock instead of the scheduled 2:30 without pay. This is unacceptable and creates a hostile work environment. Safety concerns also persist, with ineffective management and poor communication leading to errors in orders. Employees feel undervalued and mistreated, with many contemplating leaving. It is crucial for the company to prioritize its employees' well-being and address these issues promptly. The current situation is unsustainable and does not reflect a caring or responsible employer. It is essential for the company to reevaluate its practices and show genuine concern for its staff.

To whom it may concern, I am writing to express my disappointment with the restaurant located at 41 W. 87th Street, Chicago, Illinois [redacted]. Although I have always loved your restaurants, my recent visit was unsatisfactory. I ordered a Taco Bowl with specific toppings, but my overall experience was subpar. The lack of sanitation and cleanliness was evident, as spilled food was not being cleaned up. Additionally, I was shocked when I was informed that I would be charged extra for basic toppings like cheese, lettuce, and tomatoes, which are typically complimentary at your other locations. Furthermore, the absence of utensils, hot sauce, and napkins was inconvenient. It was unsettling to see the manager and employees not upholding proper sanitation practices. The fact that a security officer was responsible for distributing orders was also concerning. I urge someone from the corporate office to conduct a surprise visit to this location to witness these issues firsthand. Regrettably, I will not be returning to this particular restaurant due to its poor cleanliness and service. I hope that necessary steps are taken to address these issues promptly. Sincerely, DB

I tried to order Chipotle for delivery through the app on Thursday, 1/9/[redacted]. The app had issues with the delivery process, so I attempted twice more with no success. I ended up successfully ordering for pick up through the app. The next day, Friday, 1/10/[redacted], I checked my bank account and saw 4 charges from Chipotle: 3 for the unsuccessful delivery attempts and 1 for the pick up order. I expected the unsuccessful charges to disappear, but on Saturday, 1/11/[redacted], all 4 charges had gone through. Since I only received the pick up order, I would like a refund for the 3 unsuccessful delivery charges.

Yesterday, on December 13th, I sent my children to your Oleander Road location in Wilmington, NC. I requested a veggie burrito bowl that, as per your menu, includes guacamole. Upon receiving my order, there was no guacamole included. I phoned the store to address the issue and spoke with a manager named Kristin Kendall. Unfortunately, she was rude and unhelpful, simply stating she did not create the menu and suggesting I contact corporate if I was unsatisfied. This lack of customer service is disappointing. Considering the nearby competition like Islands, Moe's, Flaming Amys, C-Street, and Taqueria Los Portales, I expected better service.

I recently visited the CHIPOTLE at [redacted] Quioccasin Road in Richmond, VA. I ordered two Carne Asada bowls and had a very disappointing experience. The manager, Eunice, was handling orders and was not very pleasant during my visit. Although I have been a loyal customer of CHIPOTLE since [redacted], I was shocked by the service I received today. I mentioned the portion control issue to Eunice and even offered to pay extra, but she was still not very generous. The bowl I got looked like someone had already eaten from it. I believe that presentation is important in the food industry, and this experience did not meet my expectations. I'm hoping to receive an apology and a refund for our meals. Additionally, it would be helpful to be able to upload a photo for feedback purposes. Thank you.

I need to address an urgent issue at one of your establishments. Recently, I was unfairly asked to leave the location when I was just there to pick up food for my husband, who suffers from severe OCD. Despite my calm demeanor while waiting to speak with a manager during a busy evening meeting, the situation escalated to the point where the police were called. I was shocked by the treatment I received. I hope for a resolution as my husband depends on me to get his food, and missing a meal is not an option for him due to his condition. OCD is a serious illness, and I am dedicated to ensuring his well-being.

I am disappointed with the experience I had at Chipotle's Santa Clara location on January 15th. Upon arriving at 5:15pm, we were surprised to hear that there was no cheese available for our order. I observed employees preparing a to-go order with cheese but were told it was not for in-store customers. When I inquired about the lack of cheese during dinner rush, the manager, Emily Del Carmen, explained they only had cheese in blocks that needed shredding. Despite a full staff, no one could shred cheese for the customers. Another frustrated customer shared their discontent with the constant lack of ingredients at this location. Cheese is a crucial component of Mexican cuisine, and its absence was disappointing. This will likely be my first and last visit to this Santa Clara location, as similar issues persist at the Mountain View store. Thank you, Adelina Barrios.

I visited Chipotle last night and spent $26.20 on what was supposed to be a burrito and a bowl, but I only received a burrito. I usually get it half chicken and half carnitas for $10 each, making it a total of $20. However, they charged me as if it was a 3-meat burrito, which I never ordered. The food was greasy, and I couldn't even finish it; I still have half of my burrito left. I have receipts to prove my order. I was overcharged for the carnitas and want a refund for the extra charges. I also had a free burrito reward, but it disappeared when I tried to redeem it. Can you restore my free burrito reward? I am very disappointed with my experience and would like a prompt response regarding a refund. If needed, I have a copy of my receipt to provide as well. Additionally, I had to wait 10 minutes for a side of sour cream that I requested multiple times. I hope to resolve this matter soon. Thank you.

My son recently ordered a steak bowl using the Chipotle App, but it arrived as a burrito instead. Despite going to the store located at [redacted] France Ave S, Bloomington, MN [redacted], the staff there were unhelpful and only remade the order without refunding the $2.99 delivery fee. Chipotle insisted that Door Dash should issue the credit, while Door Dash said it was Chipotle's responsibility. This situation is the second problem we've encountered as previously, on 12/20/19, an order was never delivered and no credit was received.

On January 22nd, I arrived at Chipotle for my scheduled shift at 12 p.m. only to discover that I had been let go due to my availability not aligning with the business's requirements. I have always been a dedicated and hardworking employee since I started working there. However, I was never informed beforehand that I needed to adjust my availability to accommodate more hours. This lack of communication seems unjust, particularly because I would have been willing to make changes had I been given the chance. I am hesitant to escalate the issue, but I am prepared to do so if necessary. The way this situation unfolded doesn't feel right, and I believe the business should not have handled it this way. As a current college student, I had initially specified 10-20 hours of availability per week during my interview and had been hired under those conditions. I was never given any indication that my performance was inadequate. Any advice or support regarding this matter would be highly valued.

Hello, During my recent visit to a Chipotle store, I had an unpleasant experience. Upon entering, I waited in line and when I reached the front, I requested chips and guac. The worker directed me to order further down the line. I tried asking another worker by the sauces, then another, but both ignored me. I attempted to order from the cashier as a last resort, and she proceeded to assist the person behind me without acknowledging my request. I felt ignored and frustrated throughout the entire interaction, aside from the initial worker I spoke to. I encountered difficulty submitting my feedback on the customer support page, so I wanted to bring this issue to your attention here. I hope for a resolution to address the poor treatment I experienced. Thank you, Dana D.

I had a delivery order tonight from the Dobbin Road, Columbia, MD store but encountered multiple issues with my order. I've been trying to report the problems for an hour, but the receipts I received do not have any store information like a store number or phone number. The missing items in my order include a Kids Meal without a drink or chips, a Second Meal without a drink, and the Third Meal received was incorrect with a regular salad instead of the new lifestyle salad. I attempted to contact the store at [redacted] several times, but no one answered, which has been a recurring issue. Spending $40 on an order, I expect to receive all items and am disappointed with this ongoing problem at this location.

I reside in Elk River and visited the local Chipotle six months ago. I faced an issue when someone saved a table for their family after I ordered, leaving no seating for me. On January 26, [redacted], during a busy lunch hour, the same thing happened; a family saved the last spot, and I raised my concern to the manager. However, I was told this is not against their policy. Disappointed, I left without my food and drove to the Chipotle in Rogers, MN, where a similar scenario unfolded with families saving tables. This practice feels disrespectful to waiting customers. I won't be returning to Chipotle until they address this issue. Additionally, it's frustrating when online orders take seats while others wait in line. Permanent signs could help prevent this behavior.

The stores in Delhi Township and Western Hills at Glenway Crossing could use some assistance. Yesterday evening, I visited the location on Delhi Pike for dinner. I ordered a salad and inquired about additional lettuce. The staff offered to replace it with the lettuce used for burritos, but when it arrived, the lettuce was brown. Despite mentioning this, I was only told it was just discolored. I had to discard both the salad and my son's burrito as it was deemed disgusting. The lack of care and quality in these locations is concerning. Additionally, the Glenway Crossing store over-seasons the chicken, making the salad inedible due to its spiciness. It's disappointing to have to throw away food from there as well. I am considering finding a different Chipotle to visit in the future given these experiences.

I encountered an issue with my online order from Chipotle where it was mistakenly delivered to the wrong location. Despite my efforts to contact them and customer service for help, I faced unanswered calls and unhelpful service. This is not the first time I've faced problems with Chipotle lately, and the Plymouth Meeting Mall location's service has been disappointing. I seek a full refund for the $10 I spent on the undelivered food, which means a lot to me financially. At this point, my only recourse seems to be sending an email and hoping for a resolution.

I was employed at Chipotle earlier this year until around May. I have yet to receive my W-2 form in the mail, so I attempted to log in to Workday to request it. Unfortunately, when I try to sign in, I receive an error message stating, "We're sorry, you can no longer access your company’s sign-in through workday.com." I'm unsure of where to obtain my W-2 now. I would greatly appreciate any help in finding out where I should go to get a copy of my W-2 for tax purposes. Thank you.

I want to report an unsettling incident without disclosing the details to the person involved. The individual in question is employed at the Evansville, Indiana branch. They have admitted to stealing money and tampering with someone's food multiple times. This behavior is ethically unacceptable, and I believe they should face consequences for potentially endangering others. The employee, Cassidy Rainey, has a history of such actions at other workplaces too. I urge for corporate and management to investigate this matter discreetly. Thank you for addressing this concern promptly.

I was overcharged recently. I ordered 2 burritos, a side of chips, and guacamole, but the receipt showed I was charged for two burritos, chips, and guacamole. They also added on two extra sides of guacamole, totaling $4.50 (not including tax). I went back with the receipt, and they promised to refund the money to my credit card. However, the receipt indicates a cashback of only $2.42, which I never received. Nothing has been credited to my card. I have both copies of the receipts. Please reach out to me to resolve this matter.

I had an unpleasant experience at the Chipotle on Falls Road in Baltimore, Maryland. The customer service was subpar, and I don't plan on returning. This specific Chipotle location will lose out on about $10,[redacted] a year from just me. I am a frequent Chipotle customer and typically visit daily, sometimes twice. The management seems lacking as employees don't seem to follow guidelines. Food preparation is slow, and I had to wait 30 minutes in a line of only 15 people. If Chipotle is interested in hiring someone like myself with managerial experience to improve this location and boost their revenue, they can reach me at [redacted]. If improvements aren't made, I would take the necessary steps to replace the staff promptly.