Chipotle Mexican Grill, Inc. Customer Service Issues

During my 40-minute lunch break, I visited the store on 87th and State in Chicago. I ordered a KETO salad with chicken, lettuce, sour cream, and guacamole. When I reached the register, my bill was $11.45, which was more than expected based on the online price of around $9. The cashier explained I was being charged for the additional chicken and guacamole. I pointed out that the chicken and guacamole are standard ingredients in the keto salad. The staff member then mentioned that I was being charged extra for lettuce. Feeling frustrated, I requested to speak to the manager, but was informed that all the employees were managers. The situation escalated when one employee gestured towards the security camera. Feeling upset, I decided to leave the store without the salad. It is confusing how I was charged extra for lettuce when ordering a keto salad. Angry!!!!

On February 7, [redacted], I purchased a burrito bowl requesting light salsa at the [redacted] Reynolds Rd., Mentor, OH location. Unfortunately, when I tried to eat it at home, it was too spicy. I returned today to exchange it, but the supposed manager, who I believe was the GM, was rude and refused to help, claiming I had eaten half of it, which wasn't true. I left feeling upset and disappointed.

As a regular Chipotle customer who typically enjoys a carnitas burrito, brown rice, black beans, cheese, sour cream, hot & corn salsas, I decided to switch things up and try the Carne Asada burrito recently. Unfortunately, it was a letdown. The meat was tough, overcooked, and in large pieces unsuitable for a burrito, making the whole experience a mess. Disappointed, I ended up eating the burrito without the meat. I will return to Chipotle, but the Carne Asada won't be on my order. Until improvements are made to the recipe and presentation, I wouldn't recommend it for others either. Just my two cents.

I recently visited Chipotle located at [redacted] Hendersonville Road in Asheville, NC [redacted] and bought a $30 gift card for a gift exchange. After the exchange, I unfortunately lost the receipt. I checked my billing statement and noticed a $30 transaction. The problem is that when the gift card was used, the balance was only $20. I have proof of purchase on a receipt. Could you please adjust the gift card balance to match the $30 transaction, which I can provide from my bank statement? I request that the current card be deactivated or replaced with a new $30 gift card to resolve this issue. Thank you. -Mitchell

I recently placed an order through your app and unfortunately received the incorrect food items. Despite contacting the store, they were unwilling to rectify the mistake. I am hoping to receive a refund for the order that was not delivered properly. Following this, I attempted to place the order again. Despite being given an estimated delivery time of 1:26 after ordering at 12:58, the food did not arrive until 2:16. Throughout the wait, I had to make multiple attempts to reach out to both the store and the DoorDash delivery person. It was distressing to see the food getting cold as the driver lingered for an extended period. I would greatly appreciate a telephone call to discuss this matter and arrange for the reimbursement that I believe is fair.

I had a disappointing experience at the location on [redacted] Biscayne Blvd. I ordered two rice bowls, a salad with a side of brown rice, and a burrito, but the burrito was much smaller than usual. When I asked the manager about it, he only offered extra rice. As someone with years of managerial experience, I was surprised by his response. The tall manager on duty didn't address the issue either. I will not be returning to this location. I would like my food to be remade correctly.

I had a disappointing experience trying to redeem our guacamole rewards at the Chipotle location. My friend and I decided to use our rewards on a side order of guacamole to go with our veggie bowls. However, the cashier informed us that the rewards could only be used on entrees. Even after showing her the app where it states that it can also be redeemed as a side order, we were still denied. The staff was not only unhelpful but also quite rude. As a long-time Chipotle customer who has always enjoyed the food and service, this was a surprising letdown.

I mistakenly selected the wrong store for my pick-up. I called the store to cancel the order, and they advised me to contact you for the refund to my credit card. Below are the order details from the email I received: ORDER DETAILS: CUSTOMER: ANNE ESTIMATED PICKUP TIME: 01:45 PM 02/14/[redacted] (Today) PICKUP LOCATION: Garment Center [redacted] Fashion Ave New York, NY [redacted] ORDER DETAILS: - Steak Salad - Roasted Chili-Corn Salsa, Fajita Veggies, Sour Cream, Black Beans Subtotal: $9.95 Tax: $0.88 Total: $10.83 Payment Method (Card Ending In): XXXX6469 Please process the refund to my credit card.

I recently picked up a mobile order at Chipotle for the first time. Upon arrival, I encountered an unpleasant experience with an employee named Rain or Reign. Despite my attempt to explain the discrepancy in my order politely, her attitude was incredibly rude and unprofessional. She even made derogatory comments to a colleague, which is completely unacceptable in a customer service setting. The manager's response of offering complimentary chips and guacamole was inadequate for the lack of respect and poor service I received. This unfortunate encounter has left me with a negative impression of Chipotle, and I will be sharing my experience with others. It is my hope that the employee in question receives some training on proper etiquette and professionalism in dealing with customers.

I placed an online order at the Chipotle store in Broad Ripple, Indiana for a 7pm pick up on Friday, February 14th. Despite pre-paying to save time, upon arriving at 7:05pm, my order hadn't even been started, and I was informed they were out of chips by another customer. The order included 2 large bags and 1 regular bag of chips, part of the $42.18 meal. An employee provided a [redacted]-CHIPOTLE number for a full refund, but it turned out to be for catering and not helpful. I am disappointed with this experience as a loyal customer since [redacted] and seek a full refund for the incomplete order I received. I would appreciate a resolution as promised by the store employee.

As a diabetic, I cannot consume carbs. I enjoy Chipotle's burritos but have to bring my own low-carb tortilla since the ones provided are high in carbs. I suggest Chipotle offer a 2g carb tortilla to cater to low-carb eaters like myself, similar to other restaurants providing alternative, healthier options. It's time for Chipotle to adapt to customers' dietary needs and offer a low-carb burrito for those following low-carb diets or watching their carb intake.

As a person with diabetes who needs to watch carb intake, I find myself limited to salads at Chipotle due to the high carb content in the burritos. I've resorted to bringing my own low carb tortilla to enjoy the flavors I love. With so many more people now seeking low carb options, it's common to see restaurants adapting - like Noodles and Company with zucchini noodles, Lou Malnati's crustless pizza, and Pei Wei with cauliflower rice. I believe it's time for Chipotle to catch up and offer a lower carb tortilla choice, such as the two gram spinach and herb option I use. Hopefully, Chipotle will consider adding a low carb tortilla to its menu to cater to various dietary needs.

I reside in Redding, California. Today, I placed an online order for delivery to my workplace from Chipotle. Unfortunately, my order was missing the blackberry Izze drink. This has happened four times now, and it has been quite inconvenient. Chipotle has only offered complimentary chips as a resolution, which does not make up for the missing drink or the incorrect order. I am unable to leave work to rectify this issue as the purpose of the delivery was to receive the drink. I believe the responsibility lies with the Chipotle workers to ensure all items are included in the order before delivery. I am requesting a refund for the missing items and urge the workers to thoroughly check orders before sending them out. I have tried to contact them, but the phone keeps disconnecting. Thank you for your attention to this matter.

I visited the Chipotle store in West Caldwell, NJ, a place I frequent about three times a week. Despite always politely asking for extra brown rice, today an older female staff member mocked my order in front of me and the older gentleman preparing the food. She rolled her eyes, threw the rice into the bowl, and openly made fun of my request. Subsequently, she removed her gloves, complained about customers' requests, and decided to quit on the spot. The older gentleman then proceeded to mock me to other customers, creating an uncomfortable atmosphere. I was shocked and appalled by their behavior, feeling disrespected and intimidated. Even though the woman who rang me up did not participate in the rude behavior, I find the incident unacceptable. Therefore, I have the receipt as proof of my visit and the details to share with you. The receipt includes the host's name as Melissa, the order number [redacted], receipt number [redacted], and the time of purchase at 2:00pm on 02/22/[redacted]. I urge the management to address this issue promptly to prevent others from experiencing similar treatment in the future. It is vital for such behavior not to be tolerated in any food establishment. This incident left me feeling upset, and I believe it should be taken seriously to ensure a respectful environment for all customers.

The nearest Chipotle to our Las Vegas home is a 16-mile round trip, and we go there twice a month. Attempted to order via the app for pick up, but it kept defaulting to delivery despite my efforts. During my visit, I noticed a customer and the Chipotle staff member socializing while she served his bowl. When I mentioned the scant quantity of meat, she offered to charge me for extra. I declined, got two bowls, paid, and headed home. Unfortunately, they only packed one meal, not two. After calling the manager, they advised me to return for the missing item. Despite my suggestion of a free meal for the inconvenience, they offered only one meal on the house. I went back and forth another 16 miles to retrieve my wife's bowl but received no compensation for the mistake. When I returned, they hadn't remade the bowl as promised, and we ended up leaving with a cold meal, disappointed.

I am Beverly Simmons, and I recently experienced a frustrating situation at your Grand Rapids location on Kalamazoo Ave. SE. I ordered a chicken bowl with guacamole to go but did not receive the guac. When I called the store, the employee interrogated me over the phone as if I were lying about a $2.25 purchase. I earn $98K a year and have no reason to lie. I spoke with a manager named Porche who asked for my credit card information over the phone, which I was uncomfortable providing. After suggesting alternative resolutions, I never received a call back. The issue escalated from a missing item to poor customer service. I am disappointed and will not be returning to this franchise. You can contact me at [redacted] or [redacted].

I am extremely disappointed with my recent order. I usually order a bowl with extra steak, extra chicken, extra cheese, and extra rice, alongside regular guacamole and extra sour cream. Unfortunately, I received a bowl that was lacking the extra chicken and extra steak I paid for. The receipt also does not reflect my payment for these additional items, despite my previous orders clearly showing that I paid for them. Having been a loyal customer who spends a significant amount annually, I am saddened by this oversight. I simply want to receive what I have paid for and continue to enjoy the food I love. I hope this issue can be resolved promptly as I value the service provided.

I wanted to share my recent experience with using a gift card at Chipotle. In December, I received a catering-for-20 gift card as an apology for a previous bad experience. When I placed a catering order for 10 people last week, I informed them about the gift card, expecting to have a remaining balance. Unfortunately, when I picked up the order in Washington, DC, the manager explained that the gift card couldn't have a balance. I ended up paying $[redacted] plus tax, losing $90 from the gift card. I am requesting a $90 gift card to compensate for this error. I am a fan of Chipotle and hope they will resolve this issue. Thank you for your help. - Joi J.

Hello, I placed an order for pick up at the State Street location in Madison, WI on March 4th. My order included a chicken bowl, and I used the promotion for free guac and chips on the app. Although the pick-up time was set for 12:15, I arrived early. I waited for 15 minutes and then approached the counter, assuming they were busy due to the lunch rush. When I inquired about my order, I was informed that it had been prepared, even though I had been waiting since 12:15. The staff claimed they never received my order. I showed them my confirmation email and app confirmation, but received no apology or assistance. Instead, I left without my order, hungry and disappointed, as I had to return to my graduate courses. I kindly request a refund for my order and to have the free chips and guac promo honored. Thank you for your attention. K.A.

During my recent visit to your Waxahachie store, I encountered a concerning situation. A staff member mentioned she had recently been in California, a COVID-19 hotspot. When trying to educate another staff member on precautions, the female manager downplayed the risks with comments like "It's not a big deal" and "You don't need to worry." Given the current circumstances, it's crucial for everyone to take the necessary precautions seriously. Additionally, serving food without wearing an N95 mask while conversing could pose a risk. As a healthcare professional, it's my duty to raise awareness and request improvement. This feedback is not intended as a complaint but rather as a constructive reminder for the safety of all. I appreciate your attention to this matter.