Chipotle Mexican Grill, Inc. Customer Service Issues

Lately, our Chipotle deliveries have been consistently incorrect. Today, after ordering once more and paying for delivery and a tip, half of our order was missing. When we contacted the restaurant, they insisted that the missing items were still there and that we should pick them up. To add to the frustration, our tacos were placed in the bag upside down, causing them to spill over the rest of the food. The restaurant claimed no responsibility once the delivery was placed on their shelf. They declined to refund us or redeliver the missing items. Despite giving them the benefit of the doubt in the past, the repeated issues with their delivery service and attitude towards customer satisfaction have left me considering reaching out to the BBB. Thank you.

Hello, my name is Josh Cauwels. On March 29, [redacted], I placed an online order using my Chipotle app. I mistakenly selected the Kennesaw, GA location ([redacted] Townpark ln NW) instead of the Canton, GA location. Upon realizing my error, I went to the Canton, GA location to pick up my order costing $53.58, paid by debit card. The manager there helped me reorder but I had to pay an extra $16.00. Although I'm okay with the extra charge, I did not receive all the additional food items I had ordered. Is it possible to get a refund for the missing items? I don't have a specific receipt number, just the order placed by Josh Cauwels on March 29, [redacted]. Thank you for your understanding, we are regular customers at Chipotle, and this mix-up was unintentional. I would appreciate your help in resolving this matter.

My spouse and I placed an order at Chipotle on April 3, [redacted]. I tried multiple times to reach out to Chipotle about the problem with our order, but no resolution has been provided. The rice was undercooked and the chips were stale, making the meal inedible. We are regular customers, visiting weekly, and are disappointed by the lack of response to our issue. We are hoping for a refund or a replacement for our last order to maintain our loyalty to Chipotle. Your assistance in resolving this matter would be greatly appreciated.

On April 10, [redacted], at 5:27 p.m., I placed an order by calling [redacted] for 3 salads with chicken, black beans, rice, mild salsa, corn, and 3 dressings. Despite being promised my order by 5:45 p.m., when I arrived at [redacted] Wellington Rd, Gainesville, VA [redacted], it wasn't ready. By 6:15 p.m., I still hadn't received it and was asked to leave due to maximum capacity. When I requested a refund and showed my bank statement, staff refused as I couldn't provide a slip, receipt, or confirmation number. My name, Delon, given during ordering, wasn't enough. I tried calling for a refund but the numbers were invalid. Frustrated, I'm considering filing a fraud claim with my financial institution. I couldn't reach Edwin Hernandez for assistance. I hope for a prompt resolution to this disappointing experience.

Hello, I am Kou Khang. I ordered Chipotle for a late lunch after shopping at Home Depot. Despite arriving on time at the White Bear Avenue location in Saint Paul, MN, my order was not ready, causing me to miss my lunch break as the wait extended past the pick-up time. The store had multiple people waiting in close proximity outside, disregarding Covid-19 guidelines, and failed to answer phone calls. This experience left me disappointed, unable to obtain a refund or my meal. I urge Chipotle to prioritize essential workers and address the unprofessional handling of orders and safety measures during this pandemic.

Yesterday, I placed an online order for pick up at 5:30 pm. Unfortunately, when I got home, I realized I received a burrito instead of the hard tacos I had ordered. I tried contacting the store eight times, but nobody answered the phone. When I returned to the store, the manager, Mia, was unhelpful. She ignored me until I insisted on speaking with her. Despite another customer coming in with a similar issue, she only addressed their concern. Finally, when I mentioned the taco shells were missing due to my daughter's gluten allergy, she said they were out of stock. I requested a refund for the tacos, which she provided, but her lack of empathy and customer service left me feeling upset and disappointed. I am reconsidering returning to the store due to this experience, even though I enjoy the food. It is essential for the staff to show care for customers' needs and well-being.

I ordered from Chipotle last night. Despite a long wait outside in the cold with many other customers, I observed some staff members inside without masks, not following protocols. It seemed like the orders were not being processed urgently, causing delays. There was a lack of management presence. Additionally, they were out of Guacamole hours before closing. My order, scheduled for 7:45, was delayed, and when I received it at 7:40, it was incomplete and inaccurate. One bowl had half the ingredients, while the other had extra but was missing lettuce, sour cream, corn, and salsa. Overall, it was a disappointing experience considering my extensive background in fast food service.

I waited in line at Chipotle for more than 30 minutes with a total of about 12 people ahead of me. The staff did not serve any customers during the entire wait and only focused on filling online orders. When I asked for an explanation after waiting for over 30 minutes, they dismissed me and mentioned they were almost done. They continued to prioritize filling online orders over serving the customers waiting in the store. I decided to leave as it was a disappointing experience. The poor service was a waste of time for everyone present.

I purchased a burrito bowl from Chipotle in Monroeville, Pennsylvania. Despite paying for double sofritas and asking for extra rice, my meal had very small portions of rice and sofritas when I got home. This was extremely disappointing, especially considering I paid for extra. I have attempted to file a complaint online over 4 times, but I cannot select the location due to technical issues. When I called, I was put on hold for 5 minutes only to be told there were too many calls and then the call was abruptly ended. I am still unable to submit a complaint online. I am at a loss for what to do next. A refund is necessary, or I will have to reconsider future purchases from Chipotle.

I've ordered from Chipotle twice in the past two weeks. The first order was on 4/18/[redacted], where they missed adding the extra portion of steak I paid for. Today's order, on 4/25/[redacted], was also incorrect. They mistakenly added lettuce, didn't include two soft tortillas, as well as the large chips and queso. Last week, I filled out a survey about the first mistake and contacted corporate, but haven't heard back. I need to discuss getting a refund for both mistakes since it's unfair to pay for items I didn't receive.

I recently downloaded the Chipotle app due to the lockdown and used it at the Plattsburgh NY restaurant. I received an email offer for a buy one entree get one free promotion but was unable to redeem it yesterday, April 30, [redacted], at 4:45 PM. I would appreciate receiving my free entree as per the promotion. During my visit, I ordered a salad and a burrito, paying for both. Kindly reimburse me or provide the complimentary entree as advertised. The Chipotle restaurant in Plattsburgh, New York [redacted] is where this occurred.

On May 3, [redacted], my husband (85) and I (80) left Chicago for our Michigan home seeking safety. While driving on US 94 East to Michigan City, IN, I attempted to place an order but was denied over the phone. When I arrived, only two staff members wore masks properly, with others wearing them below their noses while prepping food. Disappointed and concerned, we left quickly. Hungry, we turned to the eatery next door. Despite the unappealing food from Five Guys, the service and respect were excellent; they delivered our order to the car. As shareholders of Chipotle, I was let down. I've always appreciated your tasty, well-prepared food, but this experience was a letdown. Chipotle, you need to do better, especially when other businesses like Menards are managing to uphold standards during these times.

I am a regular at my local Chipotle and have been utilizing the mobile app for delivery during these challenging times. On Thursday, May 14th, I placed an order through the app but received someone else's order instead. When I called the store to resolve the issue and inform them, the customer service experience was disappointing. I encountered unhelpful responses, being hung up on twice, and a lack of accountability from the manager (O. Hernandez) at the Rockwall, TX location. Despite my efforts to explain the situation and the impact on both orders, the manager did not take responsibility or offer an apology, instead shifting blame to external delivery services. The dismissive and rude attitude was evident throughout the conversation, leaving me dissatisfied with the entire experience. There was a clear need for improved customer service and a more empathetic approach to handling such issues in the future.

My son ordered a bowl and a wrap for delivery. Unfortunately, there wasn't an option to include the vinaigrette dressing during the order, so we called and requested three dressings to be included. When the meal arrived, there were no dressings in the bag. I immediately contacted customer service and spoke with Ashley. I explained the situation, but she rudely suggested I pick them up or place a new order. Frustrated, I reiterated that I had already placed an order and they had forgotten the dressings. I expressed my disappointment with the service and mentioned that we have been loyal customers even during the pandemic. To make matters worse, my bowl was missing cheese as well.

I placed an order through the Chipotle app at the West Orange, NJ location on May 18, [redacted], at around 6:40 PM EST. The order total was $35.66. Unfortunately, the order was never delivered, and the delivery driver informed us that the store did not have the order due to a system crash. Despite sending the driver an image of the order, the restaurant refused to fulfill it. I am extremely dissatisfied with this experience. I have attempted to contact customer service multiple times, but the numbers provided do not work effectively. Additionally, I encountered issues submitting my complaint online as the form was not working properly, prompting me to select a store from a non-existent drop-down menu. I understand that these are challenging times, but it's disappointing to see such a lack of service compared to other companies facing similar demands.

I placed an online order but faced issues at the store pick-up. The staff couldn't find my order initially, then rushed to prepare it without checking properly. Despite being short on items, they claimed everything was there. Later, I discovered missing food in my order. When I called to complain, the manager, Brook, was unhelpful and did not address my concerns properly. I felt frustrated with the poor service and lack of apology. Things escalated when I used strong language out of frustration. I demanded a resolution, but the regional manager did not respond, and contacting the [redacted] number only directed me to this site for complaints. I feel unheard and dissatisfied with the experience.

I recently spoke with the area manager regarding an emergency mental health day for a current employee with PTSD. He mentioned he would try to adjust the schedule with the store manager but couldn't guarantee it. Although I appreciate his effort, I'm concerned if the employee has another panic attack during work and can't perform their duties, I was informed I wouldn't be able to contact anyone to override the decision to keep them working. I am seeking advice on how the employee or I can reach out to human resources for an unbiased opinion. The area manager implied that HR would rely solely on his account, prioritizing it over any complaints raised by others.

Disappointing Experience at Chipotle My recent visit to Chipotle at [redacted] El Monte Ave. in Mountain View CA left me feeling dissatisfied. On 07/01/[redacted] around 12:30, a staff member behind the counter wasn't wearing a mask initially, although he adjusted it when he noticed me. Despite standing there, it took a while for a young Asian lady to take my order for a steak burrito. Surprisingly, they were out of steak after I confirmed my choice. This lack of communication was frustrating. I settled for a chicken burrito, accompanied by sour cream and guacamole. Later, a colleague ordered a steak burrito, which the same staff member claimed was unavailable until another employee mentioned there was more in stock. This oversight was disappointing, and it seemed like the staff were not proactive. My dining experience was marred by these incidents, and I left feeling unsatisfied, especially since I had to compromise on my meal choice. Despite leaving a tip, I felt the service did not meet my expectations. For a resolution, I suggest a free meal. Chipotle should consider monitoring and providing additional training to ensure a more positive customer interaction that would encourage patrons to return.

Dear Customer Service, I've encountered issues trying to contact Chipotle about my recent experience and hope to express my concerns through this platform. Today, amidst a busy schedule, I bought lunch for my children, as I've had previous problems with the Chipotle near my residence. Although the order seemed fine upon pickup, the bags did not hold up well under the weight of the food, leading to a messy situation as all three bowls ended up on the floor when my kids tried to carry them. Unfortunately, I was pressed for time to address the issue properly and had to resort to alternative meal options for my children. While I usually enjoy Chipotle, I am hesitant to order from this particular location in the future. Regards, Michael

I signed up for the Rewards Program in April and made a purchase on June 20 at a Chipotle location. Unfortunately, my online order wasn't processed, and after contacting the manager, I was directed to fill out an online form. Despite this, I have not received credit for the purchase. After reaching out to Chipotle, I spoke to an online representative who was not helpful. This entire ordeal is over a $16 purchase. If I do not receive the Rewards credit, I will leave negative reviews on various websites and boycott Chipotle. It's disappointing to experience such poor customer service. I am frustrated with the situation. -Richard Calabrese