Chipotle Mexican Grill, Inc. Customer Service Issues

I recently visited Chipotle store number [redacted] at [redacted] Semoran Blvd in Casselberry, FL, and unfortunately, my experience was disappointing. My order was missing romaine lettuce and cheese which are essential for a Mexican dish. When I requested some queso to compensate for the missing cheese, I was rudely told they couldn't do it. The server's demeanor was unpleasant, and I felt disrespected. I wonder if my treatment was influenced by the fact that I am an older white gentleman. Despite this negative encounter, I will be leaving a detailed and honest review on Yelp, where I have a significant following. I believe in karma, and I trust that sharing my experience will resonate with others.

I reside in Roanoke, Texas, [redacted], and I am a regular customer at the Chipotle located at [redacted] N. HWY [redacted], [redacted]. I am concerned about the lack of enforcement of mask-wearing at this location despite the posted requirement. Given the current Covid situation in Texas, with the emerging Brazos strain, it is unsettling to see families with unvaccinated, sniffling children entering the restaurant. As a first responder, I witness firsthand the continued spread of the virus, especially among those who may have a false sense of security after receiving just one vaccine dose. Without antibody testing, individuals cannot be certain of their immunity status or their potential as carriers. While I enjoy Chipotle's food, I will no longer be patronizing this location due to these safety concerns. Despite the drive-through option, which has its own challenges, the overall policy and lack of adherence to safety measures have compelled me to prioritize my family's well-being over convenience. I sincerely hope Chipotle addresses these issues seriously rather than offering mere empty reassurances.

Last Sunday, on May 2nd, I placed an order for delivery between 5:30 and 6pm. Unfortunately, the order never arrived. After contacting the store, I was informed that it was delivered to the wrong person, resulting in the need to provide a new delivery address. Despite continuous communication with Chipotle (Northfield store), the order was canceled around 7:30pm. We were assured of a credit for the $49.19 total, but it was never processed. The service we experienced was incredibly disappointing, especially considering this order was supposed to supplement a larger catering order worth almost $[redacted] that we had picked up from the same store earlier. While we received many apologies, the $49.19 order was never delivered, and no explanation was provided. I have even raised a dispute with my credit card company due to the unfulfilled credit promise. Though the catering order had some issues as well, the store resolved it. I seek guidance on how to obtain the overdue credit and can provide all order details if necessary.

When I tried ordering online, the automated system only let me choose rice, beans, and cheese, but it didn't have options for guacamole or sauces. This made my meal dry when I got home. I had asked for black beans, but it was still dry. It would be better if the system offered all available options and allowed customers to customize their orders fully. This experience on Mother's Day ruined my evening, and I'm disappointed. I hope this can be improved upon in the future.

I am a loyal customer and recently bought a $60 gift card during a promotion. However, I only received one bonus card instead of the expected two. I assume this is because I bought one $60 card instead of two $30 cards separately. If this is the case, it was not clearly stated that separate $30 purchases were required for multiple bonuses. Please, kindly send me an additional bonus card. The confirmation number for my purchase is [redacted]. In previous similar promotions with other establishments, I paid a combined amount and received the corresponding number of bonus cards. For instance, I bought a $[redacted] card and received two bonus cards, one for each $50 spent. Thank you, - LC

Subject: Disappointing Fundraiser Experience at Mechanicsburg, PA Chipotle To Whom It May Concern, Yesterday evening, May 12th, was supposed to be a significant day for the Freshman class of [redacted] as we had organized a fundraiser at the Mechanicsburg, PA Chipotle location. However, upon arriving at 4:10, I was shocked to find the restaurant closed since 4 p.m. without any prior notice. This unexpected turn of events was disheartening considering the amount of effort put into promoting the fundraiser for the past month. The students and parents had dedicated their time and energy by distributing flyers, putting up signs, and utilizing social media for promotion. The abrupt closure led to immense disappointment as students arrived for the event, only to be turned away. The miscommunication not only affected our fundraiser but also caused inconvenience at the Camp Hill location. Given the circumstances, we would like to know how Chipotle plans to address this issue as rescheduling is not an option due to the academic commitments of the students. We hope to receive a prompt response to resolve this matter. Best regards, Susan F. Business Department Lead Freshman Class Advisor Musical Producer

My husband ordered food for us from your Chipotle location on Fordham Rd in Wilmington, NC at 11:59 a.m. today. He brought it to me at work, and while I was eating, I bit down on something hard. Quickly spitting it out, I discovered a sharp metal piece about an inch long (see photo). I immediately contacted the location, but they stated they couldn't issue a refund without seeing the metal piece and its origin. Unfortunately, being 30 minutes away from the location at work made it challenging to return the food and metal for a refund. I am appalled they used worn-out metal utensils that could break off into people's food. I am thankful my 4-year-old daughter, who was sharing my dish, did not consume the part with the metal. It's a relief she was not injured. I trust you will implement improved safety protocols and better inspect the utensils used in your restaurants to prevent such incidents in the future.

Hello, I work at a Chipotle, and I had an upsetting experience tonight. Despite our staffing shortage, we were surprised with a large online order close to closing time. With the limited staff available, it was impossible to complete the order on time. When I suggested to the manager to ask the customer to pick it up the next day, he reacted harshly, swearing loudly in front of customers and yelling derogatory remarks at us. Feeling embarrassed and frustrated, I found it difficult to continue working under such circumstances. The manager's behavior was unacceptable, and I chose to leave the premises. I have been doing my best to support the team by coming in early for extra shifts, but this incident has left me feeling disrespected and overwhelmed. Managing stress is important, but mistreating employees is not the right approach.

I made a detailed order in the Spring Hill TN store, emphasizing the need for the meal to last in my car for 2 hours while I finished work. Despite my specific inquiry on its durability, I was assured it would hold up for the duration. Unfortunately, upon moving the bag to the front seat, a leak from pinto and black beans occurred, creating a mess on both my seat and myself. The bag ripped due to excess moisture, preventing me from enjoying the meal. Despite this mishap, I managed to salvage my dinner plans by having cheese dip, salsa, and chips instead. The letdown stemmed from the bowl's failure to withstand the journey in my car despite the reassurances given.

I had a negative experience at the Chipotle on Fruitville Pike in Lancaster, PA on Sunday, May 23, [redacted]. The store manager was incredibly rude when I requested my salsa to be drained before adding it to my bowl. Despite my request, he did not drain it and placed it with the juice on top. When I pointed it out, he argued with me and then angrily offered to make me a new one. He then forcefully threw my bowl into the trash when I agreed. This behavior was unacceptable, and the manager's past lack of enforcing social distancing during COVID-19 added to my discomfort. Due to this recent incident, I will no longer be returning to this Chipotle location. It's clear that the store manager could benefit from further training on how to treat customers respectfully.

I have been waiting for a refund of $46.98 from Chipotle Online since March 20th. Despite repeated emails, I keep receiving the same generic response stating that the refund has been processed and should arrive within 3-5 business days. It's frustrating that I cannot reach a live person to address this ongoing issue. The lack of respect and attention to customers is disappointing. Due to this experience, Chipotle has lost the business of at least 12 loyal customers, including my family and friends. I intend to share this negative experience on various social media platforms and gaming channels. I am exhausted from being promised emails that never arrive. I insist on speaking with a supervisor promptly!

I have been awaiting a refund from Chipotle Online for a $46.98 order I never received since March 20th. Despite multiple emails, I receive the same generic response each time. They claim to have issued my refund six times, but I still have not received it. I have requested to speak with a human but to no avail. This level of customer service is unacceptable and may even be criminal. I believe my money has been taken without justification. Due to their poor treatment, I have influenced at least 12 potential customers to avoid Chipotle. I intend to share my experience on various social media platforms and gaming channels. I expect a supervisor to address this matter promptly.

We often visit the Chipotle located on Marvin Rd. in Lacey, WA and usually order the pork burritos. However, our experience on 5/25/21 was disappointing as the pork tasted off, almost like it had sage or strong herbs in it, overpowering the taste. We attempted to report this issue using Chipotle's 'Contact us-Report a Problem' page that day but encountered technical glitches preventing us from submitting the form on Firefox, Chrome, and Safari. It was frustrating as the sites kept erasing our input. We request that the Chipotle store on Marvin Rd. prepares the pork naturally, without excessive spices or additives, to ensure a better dining experience. If the issue persists, we may have to dine elsewhere in the future. Thank you for addressing this matter. Sincerely, Judith & Terry Bean

I recently placed a phone order at Chipotle in Spring Hill, Tennessee, located at [redacted] Wall Street. I made the order and payment over the phone, but when I arrived, they claimed they had no record of it. They mentioned they do not usually take phone orders which baffled me as I was able to place one. I paid $32.98, but left without any food. I am quite upset as the staff member's attitudes were unprofessional, with kids laughing and a young manager being confrontational. This experience has left a bad impression, and I will not be returning to that location. While I enjoy the food at Chipotle, this situation was unacceptable.

There are numerous concerning incidents occurring at the Chipotle Mexican Grill in Hagerstown, Maryland. Employees have been involved in inappropriate activities, including engaging in sexual relations with underage individuals. Older female employees are also partaking in inappropriate behavior with younger colleagues. The overall work environment seems to lack professionalism, with instances of bullying and mistreatment towards individuals. Specific employees with untreated illnesses are handling food without any repercussions. The management and oversight of these locations seem neglectful, allowing for unprofessional and potentially criminal behaviors to persist unchecked. Customer interactions can also be confrontational. This situation highlights a serious need for intervention and better oversight to ensure a safe and appropriate work environment for all involved.

My family and I, including my wife and 6 children, had planned to visit Chipotle in Deptford, New Jersey. Four of my children have asthma, and we were concerned when we saw a family not wearing masks while waiting in line, especially because we haven't received our second vaccination yet. One woman in that family was constantly touching her hair, which made us uncomfortable. We decided to leave the store and went to Joe's Crab Shack next door instead. I usually order two burritos, while my family prefers bowls with guac and queso. I believe Chipotle should enforce rules about not touching hair and requiring masks in line to ensure everyone's safety. It was disappointing to see the lack of precautions being taken. Despite Chipotle being busy, our safety is important, and we may not return for a while due to these concerns.

On May 31, [redacted], I placed an order via the Chipotle app with a 7:10 pickup time. Despite receiving an email confirmation, upon arrival at the restaurant, it was closed due to a staffing crisis at 6 pm. I used a $50 gift card for the order and am looking to either get a refund on the card or receive a replacement gift card. Customer service provided rewards food items expiring in June, which isn't suitable as we rarely visit. I've expressed a preference for a refund in the form of a gift card or check, considering the inconvenience. As a result, I won't be returning to Chipotle. I have a photo of the closure notice and can provide it along with the order confirmation upon request. Sincerely, J.C.

On May 17, I placed an online order at 11:30 a.m. for a 12:00 p.m. pickup at the Chipotle restaurant located at [redacted] US - 22, Springfield, NJ, [redacted]. Upon my arrival at 11:58 a.m., my order was not ready. I spoke with the employee at the register who mentioned the food would be out soon, it was already 12:02. Despite checking two more times, by 12:20 p.m., my order was still not prepared, forcing me to leave due to work constraints. I requested a refund, which the employee said would be processed in 4 to 5 days. I observed other customers facing similar delays. As a manager/supervisor myself, I feel this internal issue may harm your business reputation. I am still awaiting my refund of $13.91. If needed, please contact me at [redacted] or [redacted]. Thank you.

I encountered a payment issue on the app, so I contacted the Chipotle store for help. They advised me to go to the delivery window upon arrival. However, when I arrived, I ended up waiting for assistance while a long line formed behind me. When I requested the person I spoke to on the phone, the general manager insisted I join the back of the growing line. The manager's unhelpful attitude and lack of accountability were frustrating. Instead of addressing the app problem, he dismissed it and offered no apology. This experience was disappointing, especially as a regular customer who has never encountered such treatment elsewhere.

I encountered several issues at Chipotle located at [redacted] William Penn Highway in Monroeville, PA. During dinner around 6:30, there were multiple problems: 1. The cash register seemed to be malfunctioning. A customer ahead of us faced difficulties paying with cash. The employee struggled with giving change until the manager intervened. 2. The cash register employee appeared flustered and failed to provide a receipt. 3. I tried to order a flavored lemonade which wasn't available. The alternative Minute Maid lemonade was also missing. Despite informing the staff, there was a delay and eventually, I was told they ran out of lemonade. 4. The restaurant's cleanliness inside and outside left much to be desired. I have photos to support my observation.