Chipotle Mexican Grill, Inc. Customer Service Issues

To Chipotle Management, I have been a loyal customer of Chipotle, dining there regularly. Lately, I have noticed a significant decline in customer service at your River Rd and Touhy Ave location. It seems like the staff prioritizes mobile orders at the expense of those waiting in line. I witnessed a situation where only mobile orders were being attended to, leaving the in-store customers unattended. The line grew longer, and when I inquired, I was assured of prompt service, which did not happen, leading me to leave. The same experience repeated at the Park Ridge store on Sat June 25 around 6:45 pm. One employee focused solely on mobile orders, while another cleaned the counter with Windex, and another checked bean temperatures. Despite an 8-minute wait, when I requested assistance, I was met with resistance until I insisted. The employee reluctantly served me, displaying obvious annoyance and disrespect. In the current Covid circumstances, customer satisfaction should be a priority. I am disappointed by the treatment I received and question returning for future visits. Regards, Carol Joyce

I was asked to leave the Transit Rd store after a mask incident. The manager acted rudely towards me. Due to my medical condition from spine surgeries, wearing a mask is challenging for me. I wear a gaiter, and I adjust it for breathing. Despite complying and covering my nose and mouth, the manager was unkind. I was with my daughter who followed the rules. I believe my rights were violated, and I intend to contact a civil rights attorney. I'm disappointed by this experience at Chipotle, and I will not be returning. My usual Niagara Falls store experience has been positive. This incident is serious to me. I wanted to share my story. Thank you. -Jody R.

I received two Chipotle gift cards - one with $1.88 and the other with $25. Today (7-30-20) I ordered at the Eagan Promenade location for $32.67. I wanted to use the app to place the order, apply my gift cards, and then pick up the order. However, the app wouldn't allow me to use the cards as their total was less than my order. It insisted I use the cards in-store. This differs from other restaurants like Panera Bread where you can subtract the gift card amount and pay the remaining balance with another method through the app. It's frustrating that Chipotle's app doesn't offer this convenience. This seems to be a long-standing issue based on other reviews. Chipotle's IT department should make the app more user-friendly like other establishments. This experience makes me hesitant to buy Chipotle gift cards in the future. Chipotle, it's time to enhance your app functionality to compete with other major players in the market.

On July 30, [redacted], I visited the Chipotle at [redacted] W 95th in Chicago, IL. My meal came to $7.92, and I paid with a $10 bill. The cashier stated they wouldn't provide change due to a shortage. I decided to round up and donate the 8 cents but was surprised to only receive a receipt without my $2 change. When I clarified, I was told I wouldn't get any change back. I asked for my $10 back, which was given to me. I wondered if this applies to larger bills too. I'm unsure if this is a policy or a scam. If it is how things are done, it seems unfair to those who prefer cash over cards. Although I have a card, I may not return if this is standard procedure. I felt disappointed and will share my experience with others. - V.N.

I would like to address my recent experiences at Chipotle through my last four online orders. I have consistently encountered issues with missing items in my orders. During my most recent visit, I was surprised to find out upon arrival that the store no longer accepts cash, despite no visible signage indicating this change. When I called ahead to correct part of my order, it was still incorrect upon my arrival. Additionally, despite successfully ordering a quesadilla online, I was then informed at the restaurant that they no longer offer them. These repeated discrepancies have made it frustrating and unproductive to order from Chipotle. Despite my attempts to contact them via email and phone in the past, I have not received any response, which only adds to the overall disappointment.

I reported my issue yesterday but have not seen any actions taken. I am writing to request the gift cards promised to me in place of the two unsatisfactory meals I received at Chipotle in Tustin, CA. Two days ago, I ordered two steak bowls but was disappointed as the rice did not match the usual cilantro recipe and the meat was full of gristle and fat, falling short of your standards. As a long-time customer, it was the first time I had to discard two meals. I contacted what I thought was corporate this morning for a credit but instead was informed that a gift card would be sent to me through DoorDash, a service I do not use. My name is Gabriela Castro, and I reside at 33 Blazing Star, Irvine, CA [redacted]. You can reach me via email at [redacted] Thank you.

At the cashier, Rocco appeared frustrated due to slow service. When I placed my order, he remained silent, waiting for the other employee to confirm it. When I repeated my order, Rocco seemed annoyed. He did not provide a total, told me to slide my card, and handed me the receipt before I did. Although the transaction was accurate, there was no communication from him. This lack of interaction makes me question the need for human staff over machines. Despite this, I will continue visiting this Chipotle, where the staff turnover seems high. I believe a simple greeting and thank you can significantly impact the overall customer experience.

I placed an order for pick up at the Cross County Shopping Center. Despite being informed it would be ready by 2:15 PM, upon my arrival, there was a delay due to high volume. After a 15-minute wait, I requested to speak to a manager as the staff at the door couldn't provide any updates. The manager who appeared seemed overwhelmed and uninterested, leaving abruptly before I could inquire further. Eventually, a staff member explained a system delay causing a 30-minute backup for all orders. I then asked about a refund due to my time constraints and was directed to contact corporate. It's crucial for businesses to handle such situations with better communication and respect towards customers. In these challenging times, empathy and transparency go a long way in customer service.

Hello, I have been staying at home for the past few months due to the virus situation. Yesterday, my two sisters and I decided to go out for a meal after a long time, and we chose to dine at your restaurant. We ordered two chicken bowls and one vegetarian bowl, but unfortunately, we were disappointed by the quality of the food. All three bowls were extremely salty, and it was alarming for us. The excessive salt was concerning, especially for one of my sisters who has high blood pressure. We were surprised by the taste as we usually enjoy our meals at Chipotle. We were also taken aback by the lack of social distancing inside your restaurant. We would like to know whether the high salt content was a mistake in the preparation process or if it is a new recipe. Our visit was at the [redacted] Greenwich St. NY, NY, [redacted] location, and our order numbers were: [redacted], [redacted], and [redacted]. Thank you, Jennie Zletz.

I had a frustrating experience trying to place a phone order at the Milford, OH Chipotle location. Initially, I encountered an automated service, and when I finally reached a clerk, she was shouting and speaking quickly, making it difficult to understand her. Unfortunately, she couldn't confirm if it was indeed the right location for my order. I was told that I couldn't place a phone order for cash pickup. I feel that Chipotle could learn a lot from LaRosa's in Cincinnati about customer service. The noise level in the restaurant is consistently too high, with rushed and loud interactions from staff. I've had this issue multiple times and it's led me to remove Chipotle from my dining options. Unfortunately, there doesn't seem to be a platform at Chipotle for complaints or feedback. The website's "Live Assistance" is actually automated, offering generic responses with no email option. Tomorrow, I plan to contact headquarters to address these concerns. Chipotle is missing out on business due to their overly energetic staff, making dining experiences unpleasant.

During my visit to Chipotle in Columbus, Georgia at store [redacted] located at [redacted] Macon Rd on 08/29/20, which is conveniently close to my home, I was excited to treat my sister to a Salad Bowl, chips, and Queso. However, upon receiving my bill of $16+, I discovered my daughter paid only $12.58 for the same meal. When I brought this to the manager's attention, a Hispanic gentleman, he rudely accused me of trying to get free items and demanded I leave. He claimed there was no Corporate number to contact and refused to address the overcharge. The manager's unprofessional behavior, mocking gestures, and disdainful remarks made me feel disrespected in front of other customers and staff. Even after my sister complained about his conduct, no apology was offered. This experience was extremely disappointing, and I will not be returning to this establishment. Additionally, a prior incident with stale chips further reflects the lack of customer care in this location.

My spouse and I visited the Chipotle in Pigeon Forge, TN on Sunday, August 30th for lunch. Unfortunately, the service we experienced was below expectations. Upon arrival, we noticed only one employee manning the counter with eleven people in line. I ordered a veggie burrito but was annoyed by being asked about meat. During checkout, the employee handed back my card without a customary farewell. Due to Covid restrictions, most tables were closed for dining, with only three available. One was in use, and the other two were dirty. We sat at a table near the uncleaned ones. After a while, the same employee informed us we couldn't sit there without offering another table or cleaning the dirty ones. We moved outdoors to the only available table, which was also unclean. I had to request cleaning supplies and a different employee assisted in cleaning the table. Regrettably, we will not be returning to this Chipotle due to the poor attitudes and lack of cleanliness at the establishment.

During my recent visit to the San Antonio Vineyard Chipotle, I faced a disappointing experience. After ordering a salad, I was given a spoon instead of a fork. When I returned to the counter to ask for a fork, I was informed that they were out of them. I then tried to return the salad due to the utensil issue, but was told it couldn't be taken back for contamination reasons. The cashier processed a refund, and when I requested to speak to the manager, I felt my concerns were not addressed appropriately. As someone previously involved in the restaurant industry, I believe customer service should be a priority. Unfortunately, the handling of the situation at this Chipotle location fell short. Despite being a loyal customer, this experience left me very disappointed. Thank you. - Pam D.

The Chipotle in Hingham, MA is facing serious issues that need immediate attention. Customers have reported on-going problems such as long wait times and subpar food quality. Online orders are being canceled without notice, causing frustration amongst patrons who are then unable to reach the store by phone for an explanation. On one occasion, despite repeated cancellations and attempts to resolve the issue in person, the staff provided no solution. Furthermore, the store's restricted customer access complicates order pickups, resulting in cold and unappetizing food. The lack of accountability and poor customer service exacerbate the situation. It is imperative that Chipotle address these issues promptly to regain customer confidence.

I made an order at the Chipotle in Munster, Indiana. Due to being unable to leave the hospital, one nurse collected our food. We ordered 5 bowls: 2 double steak, 1 double chicken, 1 double steak & carnitas, and 1 keto bowl with rice, beans, lettuce, and cheese on the side. We paid for extra condiments but did not receive them, along with missing lettuce and cheese on the bowls. We received only 3 sauces, 3 queso, 4 corn, no double meat, bowls with rice, a scoop of beans, and a small amount of meat. When we contacted the store, a young lady mentioned that the manager made our bowls, but we did not agree as we were rushed. The suggestion to order through the app next time or cater was made rudely by a male cashier and a blonde lady assisting. Additionally, when I called back, I was hung up on rudely. We want a refund as none of us ate the food due to it being dry and cold. We were disappointed as this meal was eagerly awaited after a long shift. Immediate assistance is required.

I placed an order at the Chipotle in Munster, Indiana. Due to being unable to leave the hospital individually, a nurse collected our food order consisting of 5 bowls - 2 double steak, 1 double chicken, 1 double steak & carnitas, and 1 keto bowl with rice, beans, lettuce, and cheese on the side. Despite requesting extra sour cream, cheese, chips, and guacamole and being charged for it, we did not receive those items, along with the missing lettuce and cheese on the bowls. The bowls had 3 sauces, 3 queso, 4 corn, no double meat, just rice, a scoop of beans, and a small amount of meat. When addressing the issue with the store personnel, we were met with rude behavior suggesting we should order through the app next time. The manager was unhelpful and hung up when we wanted our order replaced due to it being cold and dry, leading to none of us eating our food. Following this disappointing experience, we received another poorly made meal from a delivery service. I am seeking a refund for the unsatisfactory service and meals we received. Thank you. - Sincerely, 6 frustrated nurses.

To whom it may concern, I placed an order at the Chipotle in Wayne, NJ, located at 70 Willowbrook Boulevard. I was told the order would be ready in 15 minutes but upon arrival, I was asked to return in another 15 minutes. When I came back 25 minutes later, the order was not ready as they ran out of white rice. I requested a refund, but as I ordered as a guest online, I was told to reach out via email. When I asked for names, the employees laughed at me. As a New York City assistant principal visiting New Jersey, I was shocked by this treatment. Please advise on the best way to receive a refund. You can reach me at [redacted]. I hope for improved customer service training for your staff. Best regards, Milciades M. Pepin

I visited Chipotle at [redacted] Groveport Rd in Obetz, Ohio on 10/22/20 at 12:30 p.m. The order number is LU7-TA4. Unfortunately, upon arriving home, I discovered that a significant portion of my order was incorrect or missing. Regrettably, due to time constraints during my lunch break, I was unable to return to the restaurant to have the order rectified. The original order consisted of two burritos, two kids' build-your-own meals, 1 order of 3 tacos with extra steak, one pressed apple juice, and two portions of chips. However, the kids' meals were quesadillas instead of build-your-own, the tacos, two orders of chips (in addition to those with the kids' meals), and the pressed apple juice were missing, prompting my request for reimbursement of $16.95 for the omitted items.

I recently visited a Chipotle location in Vadnais Heights, MN [redacted] and had a frustrating experience. After waiting for four minutes without assistance, I approached the cashier to order chips and guacamole to go. The cashier mentioned that I needed to order online due to their system being down, in a rude manner. Feeling unwelcome and dismissed, I decided to leave without making a purchase. I found the employees to be unapproachable and lacking in customer service skills. Hopefully, the restaurant manager addresses this issue with their staff to improve the overall customer experience.

The service I received was from an employee named Lyoda (the correct spelling is not provided, but this is how it sounded). She displayed rudeness right from taking my order. I requested green pepper and onion mix on my chicken bowl, and the container was old, with dried peppers and onions at the bottom. When I asked for a fresh batch, I had to wait for about 10 minutes. When the new batch was ready, instead of discarding the old one, Lyoda was going to mix them together. I intervened and asked her not to mix them. This upset her, and I felt I had to ask for the manager. Once the manager arrived, they acknowledged the poor service and resolved the issue. The location of the store is at [redacted] Peoria St, Denver, CO [redacted].