Chipotle Mexican Grill, Inc. Customer Service Issues

I recently visited a Chipotle restaurant, and while I didn't have high expectations, I at least hoped for a decent experience. When I placed my order, the staff informed me they were out of barbacoa beef without offering an alternative right away. I inquired about the wait time and received vague responses which required further questioning for clarity. Additionally, I ordered a kid's chicken quesadilla but received a pricier regular quesadilla instead due to their mistake. The ambiance was marred by inappropriate music playing in the background, which I originally thought was from a customer's phone but turned out to be played by an employee with offensive lyrics. This lack of professionalism and poor customer service experience left me extremely disappointed. Proper training is essential in retail and hospitality to ensure customers are treated respectfully.

Yesterday, around 4:30 pm, I visited the store at [redacted] N Belt Line Rd, Irving, TX [redacted] and ordered two bowls, one for myself and one for my wife. Unfortunately, when I sat down to eat around 8:30 pm, I discovered that my bowl was not what I had ordered. I went back to speak to the supposed "Manager," who appeared to be quite young and lacked understanding of customer service. After explaining my order and showing her what I had actually received, she seemed indifferent. Despite her sarcastic response, she agreed to replace my incorrect bowl. However, when I inquired about a trash bin for the mistaken bowl, she pointed me in the direction of one and walked away without resolving the issue. I waited for a correct replacement, but she never returned. This experience was far from satisfactory, and I have never encountered such disrespectful management in all my 68 years. It was disappointing to have to make the effort to return the wrong item. I am requesting coupons for a different store and prefer either a call or mailed coupons instead of an email. Thank you. Walter Culpepper, [redacted] Greenland Way, Grand Prairie, Texas [redacted].

I had an awful experience with the customer service at this restaurant. My burrito was soggy, and the tortilla was falling apart. When I tried to address the issue, the staff members were extremely rude and disrespectful. They raised their voices and had a snarky tone when I showed them the burrito. Despite just wanting my food to be served as expected, they responded with hatefulness when I asked for a rewrap. Their attitude made me feel bad, as I had paid good money for the burrito and ended up leaving hungry. Even though we are regulars at Chipotle in Colorado, this experience has made us hesitant to return to this location. I doubt I will receive any response, but I felt it was important to share this disappointing encounter.

On Thursday, October 28th, I made an online purchase through the website for 4 items. My order number is H41-RA1. The order was supposed to be ready by 1:00 pm, but it was delayed. The confusion seems to have started there. I selected three different bowls, labeled as 1, 2, & 3, assuming that's how they were ordered. However, the bowls were mismatched, resulting in everyone getting the wrong bowl. After contacting the store, I spoke to a helpful individual named Tatianna, who was willing to remake the bowls. Unfortunately, I couldn't pick them up. Tatianna suggested reaching out to customer service online, which I did, but I haven't received a response. At this point, I would like to request a refund.

I am a Doordasher who visited the Chipotle on Chauncey in West Lafayette, Indiana last night on November 6th. Upon entering at 6:33 PM to pick up two orders, I encountered a rude incident with a woman named Freda, who I later found out is the General Manager. After questioning the timing of the second order, Freda was dismissive and rude, stating that the order was not ready until 7:00 PM. When I inquired about her behavior, she responded rudely and loudly, causing a scene in the restaurant. This kind of treatment from a manager is unacceptable, and I believe her behavior warrants her being fired. Freda's attitude sets a poor example for the entire crew, and it is disappointing to experience such unprofessionalism from someone in a position of authority.

Hello, this is my second complaint within two months. My first issue was addressed by Breyana, the Customer Care Coordinator, but I was disappointed with the resolution. Today, I visited Chipotle Mexican Grill in White Marsh, MD, before work. The store was busy and understaffed, resulting in a wait for rice and no fajitas available. The staff mentioned they were short-staffed. Despite the challenges, the workers were polite and working diligently. I believe I should receive some form of compensation for the inconvenience. I am a loyal customer who spends a significant amount at Chipotle, and I hope to continue supporting them. It's important to me that my time is respected when I patronize the store. Thank you, Teresa.

Today, around 1:30 pm, I visited the Chipotle on [redacted] Cropsey Avenue in Brooklyn. My coworker and I were the only customers waiting to order. Despite being told someone would assist us, we were not served promptly. Multiple workers were present but there was confusion on who would take our order. When I confronted them, the male worker at the register reluctantly took our order with unprofessional behavior, even making inappropriate comments. I requested he wear his mask properly, but he ignored me. The lack of customer service, disrespectful behavior, and disregard for safety measures left me disappointed. As a healthcare worker, I understand the importance of following safety protocols. I hope this complaint reaches the store manager for necessary action and employee training on customer service. An apology or gesture of acknowledgment would be appreciated.

My app has been compromised, and my card information has been stolen. The email associated with my account has been changed, leaving me unable to regain control. Although one response from customer service advised me on how to recover the money through my bank, the issue remains that my account, linked to my bank details, is under someone else's control. This person now has my password, credit card number, and possibly my address. As a result, I am $[redacted] out of pocket until my bank completes its investigation, and it is likely that my accumulated points have been used. I am seeking a solution to deactivate or delete the compromised account so I can create a new one for earning and checking points. My bank is also interested in the location of this incident and whether my address was accessed. A few weeks ago, I had to place an order online while at the store, only to have to finalize it at the counter when the online transaction failed after my card details were already submitted. My email for logging in was [redacted] Can you assist me in deleting the altered account and restoring my points? Best regards, Joseph S.

Yesterday, I had a negative experience at a Chipotle store in Souderton, Pennsylvania. Despite enjoying a previous visit there, yesterday's visit left me dissatisfied. After a long commute and tough traffic, I stopped by hoping for a quick and delicious meal. While ordering a burrito, I inquired about a beverage flavor displayed at the register, only to learn they were out of that option. As I approached the nearby refrigerated display case, an employee reprimanded me for crossing a line I was unaware of, which caught me off guard and led to a mix of frustration and anger. Despite feeling mistreated, I paid for my order and left quietly, vowing not to return to Chipotle. The unnecessary rudeness and lack of understanding displayed by the employee were disappointing, and I will seek dining experiences elsewhere in the future. Thank you for listening. - Logan L.

Hello, I have been a loyal customer at the Chipotle location in Fair Lakes, VA for many years. Yesterday, when I visited around 6 PM, I encountered some issues with the service. They ran out of pinto beans, which meant my daughter couldn't get her favorite burrito. Then, I was told they had no small tortillas for a cheese quesadilla for my daughter, which led to some miscommunication with the staff and the manager, Stephanie Hernandez. I had to pay the full price for a cheese quesadilla, and I was unable to get the kid's extras for my daughter even though I was paying more for the meal. The manager's attitude was disappointing, and there was a lack of flexibility in accommodating simple requests like adding an orange as a side. I believe there should be better customer service training in place to handle situations like these. I hope someone from Corporate will reach out to me promptly to address these issues and ensure better customer service in the future. Thank you. - M. Farver

Hi, my name is Massoud. I placed an order on the Doordash app last night but accidentally had the wrong address in Los Angeles. I quickly contacted the restaurant to cancel the $90.91 order. Subsequently, I placed another order in Irvine and collected it for $96.98. I kindly request a refund of $90.91 to my debit card. My email is [redacted] and phone number is [redacted]. Thank you.

I work at the Chipotle on Hudson Bridge in Georgia, and today is payday for me. Upon checking Workday for my deposited amount, I noticed it was lower than anticipated. This surprise stems from my extra shifts, pickups, and working a double. Considering my hard work, I find it unbelievable that my pay would be this low even after taxes. I suspect there may be edits to my hours in my timecard. I need clarity on this issue as earning just $[redacted] for two weeks of work, including the extra shifts, seems impossible. I would appreciate assistance in resolving this matter. Thank you.

I recently visited the Chipotle’s Mexican Grill at [redacted] Vineland Road, Kissimmee, Florida [redacted] to get a bowl for my daughter. Unfortunately, the lady serving put corn in my daughter's bowl without asking, and instead of using clean utensils to correct the mistake, she used her hands. As a physician, I understand the importance of avoiding cross-contamination. I spoke with the manager, Mercedes E., but no one offered to replace the bowl or apologized for the incident. The lack of hygiene and poor customer service were disappointing. I hope to receive a response addressing this unacceptable experience.

On December 13, [redacted], I visited your Central Ave. location in Dover, New Hampshire for takeout. While placing my order, I observed a tall young man with bleached blonde hair wearing his mask incorrectly. Upon receiving my bowl with rice, I noticed a significant amount of food debris and spills on the counter, including an excess of sour cream and sauces, resembling vomit. The area was unclean, resembling a war zone, with four staff members neglecting to clean up. Food was dragged through the mess, with lettuce ending up in it and then on customers' orders. My meal was served cold, requiring the bowl to be wiped clean from the excess sour cream. I am escalating this issue to the Board of Health due to the unsanitary conditions in your establishment. Such negligence is alarming, and I expected better supervision to prevent such incidents. Regrettably, I will no longer patronize your establishments as this poses a health risk to customers. I paid $13 for my meal, but the cleanliness and hygiene standards should not be compromised. Thank you.

I visited the restaurant's website, which states they've been open for approximately two weeks. However, I've experienced difficulty contacting any managers or staff over the phone despite their supposed operational hours. When I called the location in Hyannis, Massachusetts, I observed two employees inside but received no response. I'm unsure if the store is truly open based on the conflicting information available. I hope to receive clarification on their opening status soon.

I had an unsatisfactory experience at the Chipotle in South Burlington, VT tonight. The employee preparing my bowl was not wearing his mask properly, even after I asked him to. Unfortunately, he only covered his mouth, leaving his nose exposed, and seemed cold and unresponsive. Our food was also served cold, which was disappointing. While my family and I usually enjoy dining at Chipotle, this experience has left us unimpressed with this particular location. Despite residing nearby, I am hesitant to return in the future.

I am bringing up a concern about Chipotle in Northlake, Charlotte, NC. This is my second time addressing this issue. The staff are focusing on take-out orders, causing in-person customers to wait in line for 40-60 minutes. The staff seem to ignore the customers waiting. Despite having a take-out section, it is never utilized, leading frustrated customers to leave without service due to the long lines. There doesn't appear to be a visible manager addressing these concerns. After my first complaint last week, the take-out section was open and there was no line. However, on 12/21 around 7:00 pm, the take-out section was closed, and the line extended to the entrance. It seems like the management team has not effectively communicated the issue, as the situation repeats. The managers seem to disregard Chipotle's health and safety standards, resulting in valued customers being disappointed.

I ordered a Barbecoa bowl at the Frankfort, Illinois store on December 18 at 12:33. I specifically requested a secure lid due to a prior incident where a bowl leaked in my car. Unfortunately, I encountered another leaking bowl which spilled on my carpet, causing a mess that my new puppy is now trying to pull at. The manager, Cody, mentioned he would address the issue. My order number is #[redacted] and on the receipt, the number is [redacted]. I can provide photos if needed. - C. O'Sullivan

Today, I bought a three-pack of $15 Target gift cards. Unfortunately, during self-checkout, one of the cards fell between the register and my bag. I returned to the store once I noticed it missing, but the staff couldn't refund me. After contacting the corporate office, they redirected me to you as a third-party to assist with the refund. Please contact me at [redacted]."

I recently exited your establishment at 8061DAN I Dr. in Fort Myers, Florida, and I was disappointed by the cleanliness. The counter was messy with liquids from the beans, cheese, and lettuce, and there was an overall unclean environment. When I asked to speak to the manager, the young lady informed me that she was in charge and explained they were short-staffed, making it challenging to maintain cleanliness. I suggested that employees should continuously clean up after themselves, but she reiterated their staffing issue. Despite pointing out the uncleanliness even at the front desk where customers pay, she seemed indifferent to the situation.