Chipotle Mexican Grill, Inc. Customer Service Issues

This is my first time ordering from Chipotle through DoorDash delivery. My experience with the Chipotle manager, Kristine, was extremely negative. Chipotle Location: [redacted] Yonge St, Unit [redacted], Toronto, ON M1R 7 Phone: [redacted] Date: November 18, [redacted] What Happened: After I placed an order through DoorDash, I called the store and spoke with manager Kristine around 4:35 pm. I kindly asked if it was possible to receive some salsa with a few chips as a gesture of goodwill for being a first-time Chipotle customer. Here is what she said: "NO" I explained that other restaurants I've ordered from during the pandemic have been accommodating. Her response was: "If other restaurants do, then order from them." Needless to say, I will not be ordering from them again for my child's upcoming birthday party. Kristine would benefit from improving her customer service skills. Regards, Shamsur Rahman

I ordered double meat and PAID for it. However, the delivery only came with HALF the amount of meat ordered. Upon raising the issue with the manager, I was promised a credit for the next order, which was not satisfactory as I wanted to eat the meal I paid for immediately. The customer service was subpar, especially considering the competition in the market. The incident occurred at Arroyo Market Square under the name "Sue" (S). I am seeking a reimbursement for the missing double meat and cheese, but the manager, Francisco, could only offer a refund to be processed in 2-5 business days. I find it unacceptable to be left without the food I paid for, especially when unable to leave my home.

While enjoying my chicken bowl, I was unpleasantly surprised to discover a long black hair in it just as I was about to take another bite. This incident has now occurred twice in the last month, and it has impacted my appetite negatively. Regrettably, I had to dispose of over half of my bowl due to this discovery. I value Chipotle as a dining choice, and I am hopeful that this experience will not deter me from returning. However, I felt it necessary to bring this to your attention. I kindly request a gesture of goodwill in the form of a complimentary bowl or a gift card to help restore my confidence in the quality of your food. I am optimistic that my next visit will be a positive one and will ensure my continued patronage.

Today at the Chipotle in Manchester, Connecticut on Hale Road around 1:00 PM, I observed two employees not wearing their masks properly. The man cooking on the grill had his mask below his nose, and the female cashier also had her mask below her nose. Despite waiting in line for over 10 minutes to see if they would correct the issue, no action was taken. I politely informed the manager before leaving, but unfortunately, the problem was not addressed. With the increasing number of Covid-19 cases and the state mandate requiring all individuals to wear face masks, I kindly request that this issue be rectified promptly. Thank you.

I ordered from the Chipotle app on my phone for delivery as I can't leave my house. However, my food never arrived even though I provided clear directions and requested a call upon arrival. The store claims it was picked up, but I never received it. When I contacted them, the person on the phone hung up on me. This has left me very disappointed.

I am unsure whom to reach out to regarding my concern. I am Robin S. trying to order from Chipotle. I am visually impaired and undergoing chemotherapy, making it challenging to go out, especially now during the pandemic. I have tried to arrange delivery but cannot find anyone willing to help me, even if it's outside their usual area. I am happy to pay a higher delivery fee, but no one seems willing to accommodate my situation. I find this lack of assistance disappointing and a sign of poor customer service.

During a recent visit to Chipotle in Brick, New Jersey, my experience was less than satisfactory. Upon entering the restaurant, I was informed by a worker that ordering had to be done through the app or online, despite no signage on the door indicating this rule. The interaction felt abrupt as I expressed my confusion about the process. I was expecting a more welcoming response or guidance to simply place my order at the counter. Unfortunately, this encounter has left me hesitant to revisit Chipotle in the future.

Hello, I am Paul M. from Dublin, Ohio. Today, I visited the Chipotle on Perimeter Loop drive in Dublin. I recently received an email from Chipotle about a promotion called Guac Mode, offering free guacamole until December 20th. I used a $25 Chipotle gift card to buy a Steak Bowl and tried to activate the free Guac and chips using my iPhone but ended up being charged $3.75. I would appreciate your assistance in resolving this issue. Thank you, Paul M. [redacted] Locbury Lane Dublin, Ohio [redacted]

I received overpayment for my sick leave, and I understand $[redacted] needs to be deducted from my next paycheck. I want to address that this error was not on my end, and it is unfair for me to lose money due to a mistake by the company. I work hard for my earnings and I expect accurate payment. I trust that measures will be taken to avoid such errors in the future. Thank you. - F.T. Employee ID [redacted]

A few months ago, I placed a pick-up order via Chipotle's drive-thru in Middletown, Ohio by calling [redacted]. Despite providing my order and debit card information, upon arrival, they claimed they had no record of it. Despite needing crutches, I had to go inside to reorder and pay again. After contacting the district manager, who promised compensation, I recently attempted to redeem the offer but was denied. The staff mentioned my name wasn't in their records, causing embarrassment. I hope Chipotle will honor the district manager's promise in the form of a gift card to avoid further inconvenience and misunderstandings. Thank you for addressing this issue promptly. Sincerely, C. Truss

Good morning, my name is Roberto S. and I spent my precious time helping Chipotle maintain their reputation in Canada. I was shocked when I purchased my favorite food at the Chipotle store in Square One Mall, Canada - it was absolutely disgusting to find curry in Mexican food. Chipotle is Mexican food, not Indian food. Despite alerting them, the senior analyst terminated my complaint irresponsibly. Chipotle's reputation is at stake, and they need to respect Mexican food. If they want to use curry, they should change the name to "Chipotle Curry" to avoid confusion. Do not visit that location if you want authentic Mexican food. Contact me anytime at my phone number [redacted]. Thank you.

I visited Chipotle at [redacted] Henderson Mill Road in Georgia to collect my online order, but I was informed that my food had been mistakenly given to someone else. Despite my frustration, I left the store promptly as I was pressed for time. Unfortunately, I did not receive a refund or a replacement order for the veggie burrito I had ordered. I kindly request a refund of the $7.56 I paid online for my order with the confirmation number 7ER-8AD.

Yesterday at around 11:00 am, my colleague, D.B., placed a group order at the store on [redacted] W. Central Ave., Toledo, OH, [redacted] (Confirmation# S2T-PA5). The order arrived by 11:30 am, but my chicken bowl with cauliflower rice, pinto beans, fajita vegetables, and sour cream was only half full. I contacted the manager who offered a remake but required me to pick it up, which I couldn't do during my half-hour lunch break. We chose delivery for convenience at [redacted] Park Center Ct., Toledo, OH, [redacted]. I am seeking a refund of $10.15, the amount paid for the bowl, or a complimentary meal voucher to use at another location. Thank you.

I placed an order for a burrito and vegetable bowl with cauliflower rice and vegetable protein on Friday the 8th of January. I paid extra for these items. The pick-up time was at 6:15 pm, but the order was delayed by half an hour. When I received the food, the portion was below the aluminum tray level, and there was no sign of vegetable protein or cauliflower rice. I'm seeking a resolution, either a refund or a coupon for a correct order. This occurred at [redacted] Hudson Place, Suite [redacted], Woodbury, MN [redacted].

Dear Customer Service, I recently had an issue with an order I placed at the Prince William Chipotle in Virginia. I spoke with Daniel from your team regarding receiving a refund/credit for my incorrect order. Despite Daniel’s initial promise to refund both orders, he later informed me that due to the order being placed through Doordash, he could not process the refund. He suggested contacting you directly for assistance in resolving the matter. The total cost of both orders was $72.02 ($36.01 each). I appreciate your attention to this issue and kindly ask for your help in resolving it. Please reach out to me via email at [redacted] Thank you for your assistance. Sincerely, Christina Lee

To whom it may concern, I visited your location on 01/10/[redacted] at 3:17 pm at [redacted] Hwy 92 Woodstock, Georgia [redacted] with my fiance for a meal. I was disappointed with the service and conditions. Safe distancing was not maintained in the food ordering line, which made me uncomfortable. The tables were dirty, needing cleaning, making it feel unsafe to dine in. The cashier had difficulty processing orders, causing a line buildup and compromising social distancing efforts. During the pandemic, staff should prioritize customer safety by ensuring cleanliness and proper distancing. I was unable to enjoy my meal due to these concerns. Kindly address these issues promptly. Thank you for your attention to this matter. Donna

I visited your restaurant on Rt 22 in Springfield, NJ at 12:30 p.m. today. When I arrived, there were 8 people in line to order and approximately 25 people waiting to pick up food ordered via the app. The kitchen had one person cooking, another preparing food upon order, and the cashier intermittently available. My total wait time was 35 minutes. Unfortunately, the Carne Asada was overcooked, and the cauliflower rice was mushy. Despite hoping the food would improve, it was disappointing. Many customers, myself included, were dissatisfied, and there was no staff available to address our complaints. Due to the quality of the food and service, I ended up discarding most of my meal. I spent $10.61 and feel let down by the experience.

I organized a fundraiser event for our organization, BGSO, at the Eddy St. Location in South Bend, IN. The event was supposed to have the option to order online with a code or in person with a flyer. However, the online code for the store is not functional, the store is currently not accepting online orders, and their phone line is out of service. I addressed this concern with an employee while placing an in-person order, and after contacting their boss, I was informed that online orders were the only option available. This situation is frustrating, especially during a pandemic, as we rely on online orders for families and individuals who prefer not to dine out due to COVID-19. This has significantly impacted the success of our fundraiser. The event is scheduled for Wednesday, 01.27.21, from 5-9PM, and I am requesting an increased percentage per sale to make up for the lack of online orders. I would also like to discuss the possibility of rescheduling this event to recoup the lost sales from tonight. Thank you for your attention to this matter. Sincerely, Lisa H.

Yesterday, on 02-04-21, I went to Chipotle for lunch but they were experiencing issues with their card machine, making it impossible to order. They recommended using the app, but no one had internet connection to download it. Several customers, including myself, had to leave. I ended up going to Jason's Deli instead. Today, I called the Chipotle on [redacted] W. Rosedale St. in Fort Worth, TX, at 12:43pm to place an order and paid over the phone. When I arrived at 1:04pm, they couldn't find my order as there was no confirmation number provided during the phone call. I couldn't access my bank app to show the transaction due to the lack of internet, but a helpful employee allowed me to use their hotspot. Once I showed them the purchase on my app, they prepared my bowl. Unfortunately, the bowl was messy, with too much sour cream despite requesting little. The service at this location, managed by an unhelpful manager, was disappointing. This experience has made me consider choosing a different food option in the future, despite the convenience of this location near the hospital district.

I arrived at the store at 3:45 to order food after experiencing issues with the online ordering. Unfortunately, I was informed the store was closing and couldn't be served. I requested if a Chicken bowl could be made as it was exactly 3:45 and had struggled to order online for 15 minutes while in the parking lot. The employee agreed pending manager approval. I tried to communicate with the manager, who initially ignored me when I asked for assistance. When he finally acknowledged me, he abruptly refused without considering my request or acknowledging my loyalty as a frequent customer. I politely asked again, emphasizing my regular visits to the store. The manager rudely told me to leave and even used inappropriate language. I believe this behavior is not in line with Chipotle's standards for customer service. The situation escalated when the manager threatened to involve the police after I commented on his disrespectful attitude. This incident raises concerns about the professionalism of the manager and the treatment of customers at this location.