Chipotle Mexican Grill, Inc. Customer Service Issues

I want to report a very late delivery I received last night. It arrived about 45 minutes past the estimated time given when I ordered. To make matters worse, the delivery person left the food at my front door without ringing the doorbell or knocking, even though the temperature outside was 28°. This resulted in the food not being as warm as expected when I found it outside while checking the outside light. I tried contacting the store manager, Jenny, multiple times last night and this afternoon but couldn't get through. As a loyal customer of Chipotle for over 10 years in Virginia and New Jersey, I am disappointed with the treatment I received in Union NJ. The order consisted of 1 Burrito Bowl, 6 soft chicken tacos, 1 guacamole, and 1 cheese side order, totaling $49. I hope this feedback helps improve your delivery service for all customers. If possible, I would appreciate a credit for future use at any Chipotle location. Thank you, Ed.

I recently ordered food from this place and it was the worst food experience I've ever had. The eating area was filthy with no clean tables to sit at, and the staff was rude. It was my first time there, so I didn't know what to order, and despite letting two other people go ahead of me, my food ended up cold and messy. I spent $33 only to take two bites and throw it away. I left the restaurant, called the manager, and was told I could get a refund. Unfortunately, I paid in cash and not with a debit card, so I was unsure how to receive a refund. The manager mentioned I could stop by to get a full refund, but as I live 20 miles away, it's not feasible. I do not plan on returning to this place, considering it to be the worst and filthiest place I've ever visited in my life.

I placed an online order for Chipotle at Hughes Center, Las Vegas, NV, for pick up. Despite arriving early, my order was already prepared at 12:20 pm, ten minutes before the scheduled time. Unfortunately, the food was very cold, similar to previous experiences. I had no response to my prior complaint. This time, it was the same issue with a $10.67 order. I'm dissatisfied paying for cold food and would appreciate a refund. I seek a resolution and would like someone to address this repetitive problem promptly.

I submitted my feedback on ChipotleFeedback regarding my recent visit to the store located at [redacted] E. 41st in Tulsa, OK, on 02/20/[redacted] at 2:07pm with receipt number #[redacted]. Upon ordering a salad with steak, I was informed there was no steak available. Despite considering carne asada, there were only a few pieces left. I decided on chicken instead. However, I was surprised to find out at the checkout that I was charged for a full carne asada bowl when I only received a few pieces on my salad. The employee's demeanor was also not as friendly as expected. When I inquired about his day, he simply asked for my order instead of exchanging pleasantries. Such service standards fell short of what I usually experience at Chipotle.

I visited your store in Kansas City, MO on North Oak and Inglewood. The food in the pans where patrons choose their dishes seemed stale and not fresh. I politely asked the server if I could have some freshly cooked food. To my dismay, the server only served fresh food for takeout orders. When I inquired about the quality of the food in the pans, the cashier responded rudely, insisting it was the same. Requesting to speak with the manager, I was brushed off and told the food was the same. Despite the poor service, I paid for my meal only to have it rudely thrown into the bag by the cashier. As I pointed out the missing burrito shell, the cashier was disrespectful and rushed me out. Being 71 years old, I am disheartened by this level of customer service and wish to address this issue with someone.

Good evening, If I could rate my order zero stars, I would. I hadn’t eaten anything all day and was eagerly anticipating my delicious Chipotle taco. After picking up my order of 3 tacos, I noticed they were leaking some kind of juice after the 15-minute drive back home. Unfortunately, the juice seeped through the foil, the bag, and onto my pants, leaving them with a lingering smell that won't wash out. Although I attempted to salvage the tacos by transferring the ingredients to a different tortilla, they were overly soggy, almost as if they had been soaked in water. This experience was disappointing, as Chipotle is typically diligent in assembling and packaging orders. I am saddened by this incident and hope for some form of consolation. Thank you for addressing this matter. Sincerely, The customer who received soggy tacos

I recently visited your central Secor location and encountered a very rude employee while checking out. When my order was delivered, the person just pushed my bag towards me without all the condiments. Upon inspecting, I found a Chipotle bowl with four forks but no napkins. Additionally, I requested mild sauce on the side but it was added in excess to the bowl, making it difficult to eat. The next day, I returned and explained the issue. Another worker remade my bowl but still didn't include my specific requests. I was given a gift card that could only be used at that location, which was frustrating after two unsuccessful visits. I'm a loyal Chipotle customer but due to the unprofessional behavior and inaccurate service, I can no longer visit this location. I spend roughly $[redacted] a week at Chipotle for myself and my co-workers. I simply wanted my food to be prepared as requested, something other locations have done with better customer service. My loyalty to Chipotle is strong, thanks to my girlfriend who used to work there. I hope this matter can be resolved so I can continue to support Chipotle. Regards, M. Griffin

I placed an order online, but the delivery I received was incorrect as the chicken bowl was missing. Despite my efforts to address this issue directly with the store, they claimed they had no record of an order under the name provided, even though the receipt displayed the correct name. The packing slip did not contain an order number, limiting the information I could provide. When asked for the order time, name on the receipt, and expected delivery time, I complied, but the store still insisted that no order existed under that name. I was advised to contact customer service to resolve the situation.

I dined at the North Wales location on 3/10/[redacted] at 5:30. Despite the excellent ingredients, the experience left much to be desired. The staff member struggled with semi-frozen tortillas, resulting in torn burritos with uneven temperatures. Additionally, the warm cokes were not ideal and were given without any utensils or napkins. I had to return to get the drinks opened. The lack of proper packaging led to spilled contents. It seemed like many of the servers were inexperienced and poorly trained. Overall, it was disappointing considering the quality of the ingredients.

In the last two to four weeks, my Chipotle orders through Grubhub and Doordash have been consistently incorrect. My roommate received meat in her veggie bowl, which goes against her religious beliefs. Today, we tried ordering in-store at City Ave to ensure accuracy, but we were informed that in-store ordering wasn't an option. We checked our online orders before leaving and, once again, both veggie bowls contained meat and other errors. The employee handling our order seemed annoyed by our request for corrections and even forgot to include a lid and straw for my soda, which I had paid for. I am shocked by the poor customer service and the frequency of mistakes in our orders. It's disappointing to see the wasted food due to these errors when it could be donated to those in need in the city, especially in Philadelphia where there are many people who could benefit from it.

I have placed numerous online orders and have picked up the food at your restaurant on Romar Dr in Milfold, Ohio, throughout the pandemic. Recently, I placed an order while inside the restaurant, and I noticed an employee (a gentleman) near the register wearing a poorly fitting mask that did not cover his nose and fell below his mouth. Although he appeared flustered and might have been new, I wanted to bring this to the attention of the store manager. This incident does not diminish the good service and delicious food we always receive at your establishment. My intention in sharing this is simply to ensure the store manager is informed, especially if they were not present or occupied during the situation. I appreciate your attention to this matter.

I placed an order on the Chipotle app on March 13, [redacted], at 5:15 pm for a 6:00 pm pickup at the Chipotle on Wabash Ave in Springfield IL, [redacted]. Upon pick up, the receipt time was 5:34 pm, and the food was cold. Additionally, there was no Vinaigrette dressing for my salad, missing 2 orders of extra beans, the white rice was clumped and crunchy, and the portion sizes were small. I paid $48.29 for 4 adults and had to reheat the food since it was prepared 30 minutes before our requested time. Despite entering this feedback on the app multiple times, there has been no response or resolution. When contacting the restaurant, I was directed to provide feedback online. This level of service is disappointing, and if not addressed, I will consider leaving a review on YELP.

Hello, I recently visited your Chipotle website and encountered some issues with my order. I visited the Franklin Village drive-in location in Franklin, Massachusetts yesterday at 8:00 p.m. with my children. I ordered two bowls, one totaling $19.47 and the other $8.93. I noticed that the portion sizes were small, with the rice being stale and the meat quantity insufficient. The service was rushed and rude. Despite contacting the manager, I was directed to reach out to you for a refund. This experience was disappointing, especially since it's my children's favorite restaurant. It's only my second time at this location, and I would appreciate it if you could address this matter promptly. Thank you.

I recently visited Chipotle Grill on Tamiami Trail in Sarasota, Florida and encountered an issue when ordering a child's meal for my son. The staff mistakenly gave me extra sides without my knowledge. The cashier, a heavy-set girl, was very rude when I tried to rectify the situation by asking for the child's meal price. After a frustrating interaction, a young female manager intervened at my request. Unfortunately, she sided with the cashier and dismissed my complaint. It was an unpleasant experience for something as simple as picking up a meal for a child. I believe both employees could benefit from better customer service skills, especially considering my own professional background as a business owner.

Hello, I recently placed a $25 order for pickup at my regular Chipotle using their app. The order went through and payment was deducted from my account. Upon reaching the restaurant, I confirmed it was the correct location, but found it closed with no answer when calling. Despite waiting for thirty minutes, there was no response. As a loyal Chipotle customer and rewards member, I am disappointed as I didn't receive my order nor a refund. I had to order from Qdoba instead. These repeated issues might force me to permanently switch my loyalty. My contact email for rewards is [redacted]

My experience at Chipotle in Ukiah, California was disappointing. As an African American customer, I encountered unprofessional behavior from the manager who handled my order. Despite politely asking for a fresh salad due to the touching of food with unwashed gloves, the manager responded rudely and even raised her voice when I raised my concerns about sanitation practices. She ultimately refused to serve me, stating that they reserve the right to do so for any customer. Despite trying to address the issue calmly, the situation escalated, leading to my departure from the restaurant. When I requested the regional manager's contact information, the manager refused to provide it and directed me to the website for complaints. This interaction left me feeling discriminated against and questioning if the same treatment would be given to other customers.

I believe I was overcharged for my Chipotle Steak Bowl on Thursday, March 25th around 7:30 pm at the Chipotle store in Papillion, NE. Instead of the expected cost of $9 and change, I was asked to pay $12 and change. I ordered brown rice, a 1/4 spoon of black beans, extra fajita vegetables, steak, cilantro tomatoes, extra corn, lettuce, and cheese. The cashier claimed the higher price was due to extra steak, which I did not request nor receive. Despite asking for extra fajita vegetables and corn previously without being charged, I paid the amount. The cashier didn't offer a solution or provide a receipt. I was disappointed by the ordeal and absence of customer service. It would be fair for Chipotle to refund the overcharge or offer a replacement bowl. I hope Chipotle can improve their service in the future.

I visited the Chipotle Mexican Grill at [redacted] W. Ponce de Leon Ave. in Decatur, GA on 3/26/[redacted] between 7-8 pm. I believe the staff member serving me was new, and I had no issues with her. I ordered steak tacos, but there was an incident where an employee, possibly training the new staff member, removed meat from one of my tacos with her hand and placed it back in the serving container. I requested a replacement taco, which was provided after speaking to the manager. However, another female employee who had interfered with my order displayed attitude towards me while I was trying to finalize my taco toppings, causing a delay. Due to the poor experience, I decided not to proceed with my order and informed the manager that I would be filing a complaint. Despite the convenience of this location to my home, I have decided not to return. Neither will my daughter, who works near Emory Clinic, nor any of my family or friends. I chose to visit the Northlake location on Briarcliff Rd., where I received excellent service.

On the week of March 18th, my co-worker and I placed online orders at the Newburyport Chipotle. When I went to the drive-thru to pick up our food, I was informed that due to multiple employees calling out, they couldn't fulfill our orders. The employee mentioned we would both receive "full refunds." However, neither of us have received the refunds despite using the Pepper app and online contact form to request them. I tried calling the Newburyport Chipotle to speak with the manager, but no one answered after the phone rang for a long time. Catherine Page and Denise Logan.

I placed an online order as Amy Selby for pickup at 1:15pm. Unfortunately, we waited in the drive-through line until 2:45pm, which was unacceptable. The food we received was ice-cold, and we were missing our chips and guacamole. When I informed the staff, they were unprofessional. They refused to remake the food and provide the missing items, which was frustrating. Despite the long wait, incomplete order, and cold food, the staff prioritized customers inside over those in the drive-through. I couldn't go inside as I had forgotten my mask. My experience at the Roseville Chipotle was disappointing. It's essential for the restaurant to have experienced and customer-focused employees to ensure customer satisfaction and encourage return business. Thank you.