Chipotle Mexican Grill, Inc. Customer Service Issues

March 9, [redacted] To Whom It May Concern, I have visited your establishment multiple times in the past. Unfortunately, I need to address the poor quality of service I experienced during my recent visit related to food service. Regrettably, the behavior of your female staff was highly inappropriate. When I politely asked for the counter to be cleaned of food particles between the food and the register, my request was ignored. It was quite unpleasant! Despite my efforts to prevent my bag from being placed on the unclean counter, she disregarded my request and grabbed the bag abruptly. The situation was unacceptable, yet she did not acknowledge my request to speak with a manager. Due to this experience, I will not be returning anytime soon. I value good customer service and will not spend my money where it is lacking. Sincerely, A dissatisfied customer in the community.

I recently made an online purchase at Chipotle in Scarsdale, New York on [redacted] Central Park Avenue. Upon picking up my order, I received three plates with very little food on each, comparable to a McDonald's cheeseburger and small fries. One of the plates was also damaged. I spent nearly $30 on this order, and I believe the portions were insufficient considering the cost. Despite trying to contact them multiple times, the customer service experience was subpar. I am requesting a $30 coupon to cover the cost of three properly filled plates in the future. I am disappointed with the service at this location, which unfortunately has a low rating on Google. I plan to address this in person with the manager as I don't want to lose $30. My name is Dorian, and the order was made for my son, Christopher Ramos, on Thursday, March 10th, [redacted], between 5:00-5:30 pm EST.

I recently visited a Chipotle for the first time after seeing a vegan bowl on YouTube. My experience at the store on 7 Hazard Ave, Enfield CT was disappointing. The store looked old and dirty, which was off-putting. The glass where the food was displayed was dirty, and some of the food like the pinto beans looked dried out, so I opted for black beans instead. The employee pointed to a questionable item that was supposedly vegan, which I avoided. At checkout, I noticed food bits on the counter. The overall cleanliness of the store was lacking, with dirty floors and stained seats. The experience was so bad that I ended up throwing my bowl away when I got home. Unfortunately, this visit has put me off going to Chipotle in the future.

I dined at Chipotle on Montague Street in Brooklyn on March 18, [redacted], with two colleagues. After a payment issue, a staff member aggressively handled the situation leading to a disrespectful encounter with the manager. The transaction appeared approved on the credit card machine, but the cashier claimed otherwise. Despite showing identical receipts with my colleague, the manager insisted I did not pay, worsening the situation by throwing away my meal. The staff's behavior was insulting, and the manager's aggressiveness was unacceptable for a reputable establishment like Chipotle. I tried to share evidence of payment, but faced difficulties. This experience highlights the need for improved customer service training for the Chipotle team. - I.I.

I have a routine of eating Chipotle every day, where I order two double steak bowls with Guacamole. Each meal costs around $35. Recently, I visited a nearby location and was surprised by the smaller portion of rice they gave me compared to other stores I frequent. When I asked for more rice, I was informed that it would come at an additional cost, which was different from my experience at other Chipotle restaurants. The staff mentioned it was a new manager's policy. I was unable to speak with the manager about my concerns. I left feeling unsatisfied with my meal. This happened at the Chipotle on Hwy K in O'Fallon, Missouri. If you have any insights, feel free to reach out at +[redacted]6.

On December 28, [redacted], I ordered two chicken bowls from Chipotle. While eating, I bit down on an uncooked bean, injuring my gum. After contacting Chipotle, a manager instructed me to bring the receipt next time I visit. Two weeks later, I returned and provided the information to a female staff member who took the receipts to address the complaint. I handed over both receipts and still retain proof of the purchase. Despite this, I have not received any follow-up from Chipotle, and it has been nearly three months. I used the same credit card for one of the purchases.

I received an email today informing me that my rewards points are expiring in 2 weeks. Unfortunately, I will be traveling out of town for the next 4-5 weeks starting tomorrow, moving around each week. It's uncertain if I'll come across a Chipotle during my travels to use the points. I am hoping to extend the expiration date by 2-3 months to utilize them. The last time I visited Chipotle was in October, a challenging month when my father passed away. Since then, I have not been active. Chipotle is a cherished restaurant for me, and I do not want to lose my points. I am curious if there are any Chipotle locations in airports like Indianapolis or Las Vegas, also in Havasu City, Arizona. Thank you for your assistance in this matter.

This store at [redacted] W. New Haven in Melbourne, FL needs assistance from Corporate. There have been multiple issues, such as undercooked rice, frozen guacamole, disorganized lines, and visibly stressed workers. Despite ordering through the app and arriving on time for pick up, the meal was not ready until 20 minutes later. The worker handling online orders seemed overwhelmed and could have benefitted from managerial support. As a long-time Chipotle fan, I am disappointed by this experience and may consider trying a local Tex-Mex place instead. It is important for Corporate to address these concerns to maintain the loyalty of customers in this area filled with rocket scientists, students, and high-income earners.

Good morning. I just wanted to share my recent experiences at your Chipotle located at [redacted] US Route22 in Springfield, NJ. On the last four visits, they have consistently run out of items I wanted, which they only mentioned after I placed my order. The overall management of the store seems problematic. My family of four has left without ordering due to this issue. During our last meal there, the food was cold, and the beans and chicken were excessively salty, making it hard to enjoy. I am disappointed as I used to regularly visit your Chipotle on 110th St. and Broadway in Manhattan without such problems. Since moving to New Jersey, this store is the closest one to me, but unfortunately, it has not met my expectations. I felt it was important to bring this to your attention as the service at this location has been consistently poor. Thank you.

Yesterday, I dialed [redacted] to place an order for a burrito at your Lakeshore Avenue store in Oakland, California. Instead of speaking to a person, an automated system took my detailed order, specifying each ingredient. However, when I arrived at the Lakeshore location to collect my burrito, they had no record of my order, as it had been sent to a different store in Huntington Beach. Upon calling the same number again to address the issue, I was instructed to check an email link, which I never received because my email was not requested during the initial call. Subsequently, I contacted all the Chipotle stores in Huntington Beach, only to encounter the same automated system. This flaw in the phone ordering process has resulted in a situation where I am now out $15 for a meal that was ordered [redacted] miles away from its intended location.

I visited a Chipotle location in Fort Myers, Florida on Danny Drive and had a very unpleasant experience with the alleged manager, Mary Rodriguez. Despite being a frequent customer, I was treated disrespectfully when I requested more cheese on my bowl. The manager threatened to double-charge me for additional cheese, which I found unacceptable. This behavior, in my opinion, was not appropriate for someone in a management position. I even felt discriminated against compared to other customers. As someone with managerial experience, I believe this type of treatment is uncalled for. I plan to share my negative experience on Google and contact the Better Business Bureau. I hope to hear from a corporate representative soon regarding this issue. Thank you for your attention to this matter. - Mark M.

I usually have lunch with my older son at the Aspen Hill, MD location on [redacted] Connecticut Avenue. Today's visit was very unpleasant. I tried to pay with my VISA card, but it didn't work the first two times. On the third attempt, the card reader screen showed "Approved, please remove card." When we were at the drinks station, the cashier told me the card didn't go through. I explained the screen indicated approval, but he threatened to call the police. His name is Giampierre. This kind of disrespectful behavior is unacceptable. I believe he should be terminated or at least seriously reprimanded by Chipotle's management. I am requesting a response from customer service either by email or on my cell phone at [redacted]. Sincerely, Antonio A.

Today, April 15, [redacted], at 14:36 at Chipotle Woodbury Common location [redacted], I was charged twice at the same time for the same order, amounts charged to my debit card ending in [redacted], one for $83,[redacted] and the other for $[redacted],[redacted] in Colombian pesos, which is approximately $22 and $31. Due to my excessive trust, I believed the cashier when she said the first transaction hadn't gone through, and that's why I followed her advice and swiped my card again. At that moment, I didn't have internet, but upon reviewing later, I noticed this situation, which I interpret as an act of bad faith. I travel frequently to the USA and am a loyal customer of yours, and I've never experienced this before. I request that this situation be resolved. It's very curious that there are two different amounts on record.

I visited a Chipotle on Shady Oak Road in Minnetonka, Minnesota but faced issues ordering online and had to wait in the Drive-Thru for half an hour. Unable to use my credit card online, I tried to pay cash but couldn't find the option. Disappointed, I drove to the Chipotle on Technology Drive in Eden Prairie. I ordered and attempted to redeem my buy one get one free burrito reward expiring that day. After scanning the code, a team member needed assistance and muttered something to me. I paid with my card, but didn't receive the offer and was charged $24. My main goal was to use the expiring reward, as I was on a tight half-hour lunch break. Thank you, Chipotle, for the inconvenience.

To Whom It May Concern, I reside in Porter Ranch, CA and recently visited your branch at the new shopping mall. Unfortunately, my experiences have been disappointing. During my visits, I encountered long lines, unskilled workers, delayed food preparation, cold food, and an overall unclean working environment. Despite hoping for improvements over time, subsequent visits resulted in similar issues. My most recent visit last week was particularly concerning. The staff member assisting us appeared to be under the influence, mishandled the food, and failed to provide essential ingredients. When I expressed my frustration, the manager responded defensively, accusing me of mistreating the staff. I urge you to send a supervisor to assess the operations at this branch. Implementing measures such as drug testing, employee training, and ensuring food availability could greatly improve the customer experience. I look forward to your prompt attention to these matters. Sincerely, Initials

The Chipotle venue at Legacy Village in Lyndhurst, OH lacks customer service. I experienced employee bickering today (April 23 at 12:00 EST), causing me to leave before placing my order. Amid a line of 8 people, one employee, who should have had backup, refused to stop arguing when asked, prolonging the wait. This behavior is not unusual as I've visited for three consecutive days. There seems to be a lacking prioritization of customer care over employee disputes at this location. Having worked at Hardees and McDonalds before, I find these establishments to be more cohesive and disciplined in employee work ethic.

I visited the Chipotle in Ontario, Ohio on 5/5/22. They had run out of lettuce and all salsas except for the hot one, which was disappointing as I had my bowls ready for toppings. Despite seeing lettuce and both salsas by the online order station, I was told they were only for online orders, not for customers in line. I found this unacceptable and spoke to the manager who refused to help. I called corporate to file a complaint, but I'm unsure if it will be addressed. The situation was frustrating, and I believe this type of customer service needs improvement. I work in a public-facing role and understand the importance of treating customers well. I hope this policy can be reviewed and changed for better service. - Mary C.

I have never complained about service before, but my recent experience at Chipotle was extremely uncomfortable. When I requested extra sour cream on my burrito, the staff member refused, insisting it would be too messy. Despite my polite request for a bit more sour cream, he added it begrudgingly. The same staff member then aggressively flattened my burrito and made a bizarre comment about absorbing the sour cream. At the cashier, another employee pretended to deny my order before admitting it was a joke because I "looked scared." Overall, the staff at this Chipotle in Fall River lacks basic customer service skills and made me feel uneasy. I just wanted to share my experience to raise awareness about the odd behavior at this location.

Hello, I am Joe Hall. I have visited your Cedar Hill, Texas location twice before. I usually finish work by 8 PM and try to arrive before 9 PM on some Fridays. It appears that the location often runs low on inventory. Today, I arrived at 8:45 PM, and they had run out of brown rice. They mentioned it would take 15 minutes to restock it, and it was five minutes for the chicken. While discussing this, five more customers came in and noticed the limited supplies. I chose to take my business to Panda Express, spending $47 that could have been used at your establishment. It seems the staff may need to work on serving customers until closing time and maintaining the restaurant's appearance.

I live just two (2) minutes away from Chipotle at [redacted] SE Military Drive, Suite [redacted], San Antonio, Texas [redacted]. My daughter and I order online from this location as it's convenient for us. Sadly, the young employees seem inattentive and disengaged. During my recent visit on June 14, despite placing the order at 4:45 for a 5:25 pickup, we arrived at 5:35 to find our order not ready. The employee even requested to serve another customer before preparing our order, which was frustrating. With minimal customers present, the delay was unacceptable. This experience has led me to lose trust in Chipotle, despite being a regular customer. I hope this feedback prompts positive changes in the store for the benefit of loyal patrons.