Chipotle Mexican Grill, Inc. Customer Service Issues

The night before my vacation on 7/23/21, I discovered fraudulent charges on my debit card from Chipotle Online amounting to about $[redacted]. I quickly filed a dispute with my financial institution, received a provisional credit, and got a new card. Recently, while at a Chipotle with my parents, I found myself logged out of my account and unable to reset my password despite multiple attempts. I suspect someone hacked into my Chipotle app, leading to the fraud. Now, I'm hesitant to use the app and concerned about the loss of my accumulated points. Seeking assistance to resolve this issue over the phone and recover my points.

I visited Chipotle for one of your tasty bowls craving Mexican food. Upon inspection, the chicken and steak looked dry, so I requested to substitute them for avocado. The manager got upset, implying I was trying to bargain. I explained I just wanted a fresh option, expecting to pay a little extra. Unfortunately, he reacted harshly, stating he didn't want me to return. This experience was quite unexpected, as I used to enjoy dining at Chipotle.

I have attempted to contact your Westbrook, Maine restaurant twice. The voicemail mentioned inside dining and takeout, however, when I called to confirm if inside dining was available, no one answered the phone. I personally visited the restaurant and was informed that inside dining was not an option, and was directed to another location without further assistance. Upon arrival at 7 PM, I was advised that I was too late to place an online order. This has made it challenging for me to consider returning. In a previous online order, I requested extra portions but received smaller ones instead. I prefer dining inside to ensure accuracy of my order. It was also troublesome to locate my order as it was not listed under my name. These instances have left me dissatisfied and unsure about future visits.

The last two times we ordered carryout from Chipotle through the app, our order was missing items - once a bowl and the next time just a side of guacamole. My daughter managed to get a BOGO deal through the app as compensation. Despite the missing guacamole, we didn't make a fuss. On 08.14.21, at the Montgomery Mall Chipotle ([redacted]), we planned to use the BOGO. When we reached the register, we were told we couldn't use the deal because we ordered a bowl and a quesadilla. Despite already paying, my daughter mentioned we had a Free Guac offer on the app. The cashier refused to apply it, even when I suggested voiding the transaction. When I asked to speak to a manager, the cashier claimed she was the manager, although her name tag said Veronica, not Nina. This experience, where I felt dismissed and disrespected, was disappointing. I wanted to bring this incident to your attention, as my family has significant investments in Chipotle stock. We will continue to dine at Chipotle, but I felt it necessary to share this subpar experience, not due to the errors in the order but because of the perceived rudeness towards me and my daughter.

Recently, we've encountered issues with missing items in our carryout orders from Chipotle, ordered through the App. On a couple of occasions, items were missing, like a bowl and a side of guacamole. Despite this, my daughter managed to get a BOGO deal added to her account through the App. During our visit to the Montgomery Mall Chipotle on 08/14/[redacted], we attempted to use the BOGO deal. However, at the register, we were informed that we couldn't use it because we ordered a bowl and a quesadilla. Although I had already paid, my daughter mentioned we had a free guacamole or chips offer on the App. When I requested to apply it, I was told it couldn't be done. The cashier, who identified as Nina although the receipt said Veronica, refused to accommodate the change even when I asked to speak to a manager. Despite having a significant investment in Chipotle stock, the handling of the situation left me disappointed and feeling like the staff were not polite in their interactions with us.

Yesterday at around 6:10 pm, I ordered a steak burrito from your restaurant. When I got home and started eating it, I discovered a piece of steak with a stick in it. Additionally, I had previously noticed that the restaurant lacked forks, spoons, cup lids, and knives. The picture I have shows a stick, resembling a toothpick, embedded in the meat. I am very disappointed and would like a refund. My order number is #[redacted], and I was assisted by Prince. The receipt lists a series of numbers: [redacted][redacted], with a total of $14.63. The bathroom code is [redacted]. This situation could have caused me harm, as the stick in the meat was a safety hazard. Please address this issue promptly, as there seems to be a lack of attention to detail by the young staff at the restaurant.

I am Shirley Y. On Sunday, 8/22/21, around 11:30-11:45 AM, I visited the store located at [redacted] Route 46, Parsippany, NJ [redacted]. I called to place an order for lunch as instructed, but I did not receive an order confirmation number. Unfortunately, upon my arrival at the store, the order was not ready. The staff advised me to buy another meal and seek a refund from Chipotle Support Center for the initial order. However, upon checking my credit card statement, I discovered two charges for CHIPOTLE orders. I contacted the same number and was informed that wrong location deliveries are common, and I could request a refund from the support center. I kindly request a refund for the duplicated charges that were made on my credit card.

On August 24, [redacted], at 7:50 p.m., I visited the restaurant and found the counter messy with trash on the floor. My son's bowl was decent, but I noticed missing items at the food bar. When I ordered a second bowl, there was no lettuce, shredded cheese, and they wanted to charge for cheese sauce despite many empty bar items. I paid $27.00 for an incomplete meal, and there were no apologies or good customer service. Other customers were also unhappy about long wait times. The staff need retraining as a good restaurant should always be fully stocked. Running out of lettuce was disappointing. I do not plan to return soon. The location at Bustleton and Cottman in the Roosevelt Mall needs improvement.

I placed an order online at 1:38 for my lunch break with an ETA of 1:50. I arrived at 1:45, but by 2:16 my order still wasn't ready, forcing me to return to work. When I asked an employee how to cancel my order, I was told to do it myself since I placed the order online. Upon calling the store later for assistance on canceling, the employee identified me as the one wanting to cancel, but offered no help. She suggested I Google how to cancel an order as they were busy. I found this unprofessional, especially since the purpose of ordering online is to avoid waiting. My 30-minute lunch break was entirely spent at Chipotle waiting for food I never received.

I have attempted to reach out to management at all three locations, but unfortunately, no one has answered the phone. This is not acceptable behavior, especially coming from someone who has experience managing restaurants. During a recent visit to the Chipotle in Medford, while working as an Uber Eats driver, I encountered a situation where Uber Eats orders were not being handled promptly. The customer service from the individual at the register was unacceptable and disrespectful. Subsequent visits to the Chipotle locations in Beverly and Saugus also left much to be desired, with issues ranging from lack of ice to inconsistent pricing and service quality. The incidents described warrant urgent attention and improvement from Chipotle management. These experiences have been incredibly disappointing, and I expect a thorough response to address these concerns promptly.

I contacted the Chipotle Restaurant at Kingstowne Center in Alexandria, VA on September 10, [redacted], to place a lunch order. Using their computer system, I paid for the order and was informed it would be ready in 15 minutes. Upon arriving for pickup, the manager advised me that phone orders were not accepted. I requested a refund or assistance in locating my order, but she insisted that such an error was impossible. Despite my efforts to resolve the issue, she remained dismissive and unhelpful. The store's phone number I called matches the credit card charge. I am seeking a refund for the undelivered meal and believe the manager, possibly named "Marissa," would benefit from further customer service training to better understand the ordering process. The manager declined providing her full name, citing policy, though others at the restaurant display theirs openly.

I visited the location at [redacted] N. Aurora Road at 6:31 pm on 09/17/[redacted] and was disappointed to discover they were out of chicken, steak, and quesos. Despite a line of seven people, I decided to wait. Just as I was about to order a steak, more were ready, but I was informed the chicken would be a 30-minute wait. Opting for a steak bowl, I was then informed they were out of quesos as well. When I inquired about the quesos, I was told they were held for the drive-thru orders. Requesting some from the front, I was denied. After such a frustrating experience of waiting and not getting what I wanted, I believe customers in such situations should be compensated. No chicken, steak, or quesos left me feeling disappointed. It would have been helpful if they clearly stated that these items are only available for online orders or drive-thru. The lack of consideration for in-person customers, especially those who may have mobility challenges like myself, was truly disappointing. Terrible customer service indeed!

I visited the store on [redacted] South in Murray, Utah to inquire about my wife's order. Despite being the only customer present, the server assisted someone who arrived after me without acknowledging my presence. When I approached the register, the server instructed me to step aside to help the other customer, which I found rude. I even asked how to receive service but received no response, leading me to cancel my order and leave. After contacting the manager, who sounded young, he apologized but it didn't feel sufficient considering the poor customer service. I suggested that they provide better training for their staff to improve their customer service skills.

Public Service Announcement: Tonight, I visited the Chipotle at [redacted] Montgomery Rd, Cincinnati, Ohio [redacted]. A staff member, Chris, was very distracted while preparing my salad. He added too much sour cream and then got aggressive when I asked for it to be fixed. After a confrontation, the manager offered me a free meal as an apology, but I feel that it doesn't address the disrespectful behavior I experienced. I am disappointed by the lack of accountability and proper response to the incident.

I recently had a disappointing experience at the Chipotle in Prestonwood, Addison TX. Despite spending $[redacted] for my meal, I was denied salsa and the manager treated me poorly. I work in customer service myself and was shocked by the manager's behavior. I plan to share my experience on social media and have video evidence of the incident. I was told I didn't pay for salsa, which I found unusual as it's usually complimentary with Mexican food. The manager's attitude was unacceptable, and I intend to document more of the restaurant's condition in further visits. This behavior is unacceptable, and I hope to receive a response from Chipotle soon.

Hello, I encountered issues with three separate orders placed on the Chipotle website for delivery. The first two orders were canceled by drivers who did not respond to calls, while the third attempt was unsuccessful as the driver informed me the restaurant was closed. Despite being charged $72.78 three times, I never received the orders due to the closure. I have been unsuccessful in reaching out to both Doordash and Chipotle for assistance as I did not receive any confirmation numbers or emails. I also tried using the live chat support on Chipotle's website but every time I explained the situation, the agents disappeared from the chat. I seek help in resolving this matter promptly. Thank you, James

Recently, I bought a bowl at Chipotle in Haverhill, Massachusetts. Throughout the preparation, I was uncomfortable observing the employee's behavior. Despite wearing gloves, she frequently adjusted her mask using the same gloves that handled cheese and lettuce. She also used those gloves to retrieve rice from the back, which had likely come into contact with other surfaces. Feeling repulsed, I disposed of the bowl upon reaching home. It's crucial for staff to practice better hygiene; gloves should only be worn when assembling meals, and they should never be used to touch one's face or adjust a mask.

I had an issue today at the Chipotle Restaurant located at [redacted] Amsterdam Avenue on 72nd Street. I'm a regular customer there and typically order a veggie bowl with a Togo's and crispy taco shells on the side, along with avocado. Today, I was charged $17.96, which seemed high. I questioned the cashier about the extra $2.75 charge for avocado on the side; she was unsure and only corrected it with the help of a coworker after I pointed it out. I left without a receipt or an apology. I just wanted to share my experience, as it's not the first time this has happened, and as a loyal customer, I expect better treatment. This incident occurred around 5:35 pm on 10/05/[redacted]. Thank you. - N.M.

I ordered food online for pick-up at 1pm, but upon arrival, my meal wasn't ready, causing me to wait 30 minutes and miss my lunch break. When I finally got a chance to eat at 3pm, my Carnitas bowl only contained lettuce and a few tough meat pieces, missing all the toppings. The restaurant refused a refund, insisting I file a complaint online. I've been attempting to reach the corporate office since Friday, but calls are not going through, and the branch hung up on me. I need a refund as the food was inedible and returned. The overall service was unsatisfactory, and another customer experienced raw chicken.

I placed an order for dinner at 5:50 pm from the Chipotle location on Route 1 South and Quakerbridge Road in Princeton, NJ. Upon arrival, I was informed they were still working on 5:30 orders. Despite waiting for 30 minutes, they were only up to 5:40 orders. I spoke with the manager, who stated it would be an additional 15-20 minutes. I asked if I could cancel my online order and place a new one at the counter, to which he agreed but mentioned I would need to contact customer service for a refund. I have already reached out for a refund of my online order. This experience was disappointing as they were out of white rice and veggies, having to fetch black beans from the online orders section. I enjoy Chipotle, but this was certainly one of the worst visits I've had. Let me know if more information is required.