Chipotle Mexican Grill, Inc. Customer Service Issues

Last Saturday, June 11, I placed a catering order with Chipotle for 50 people for my daughter's graduation party on Friday, June 17. My husband mentioned an email from Chipotle about my order on Monday, June 13, which I missed as it landed in my spam folder. The email stated that my credit card was not authorized, so I placed a new order using my debit card to ensure food for the party. On the day of the party, I called the Chipotle location for confirmation, only to find out I was charged for two orders. After a lengthy conversation with their staff, a refund was promised. The delivery driver arrived with the wrong order for another person, causing a stressful situation. Despite my efforts to resolve the issue with Chipotle's customer care, I faced further frustrations. Finally, a partial refund was offered, which was disappointing given the chaos and inconvenience. I am extremely disappointed with Chipotle's handling of this matter and expect a full refund for the ordeal.

I recently visited Chipotle to buy food for myself and my girlfriend. After making my order, I paid for it and then proceeded to the condiment area to grab a spoon and fork. Realizing I needed an extra sauce, I placed my food by the condiments, got the extra sauce, and accidentally left without my food. An hour later, I returned and spoke to a staff member who contacted the manager. The manager helped me get back my order, and I took it home to eat with my girlfriend. As we were eating, I found a long hair in my steak and rice, which made me vomit, leading us to discard all the food. Thankfully, I managed to remove the hair from my throat. I documented the incident with a video and pictures for proof. Despite not reaching the restaurant by phone, I found Gethuman.com online. I have not shared this on social media as I usually love Chipotle but would appreciate guidance on how to proceed without taking legal action. Thank you, Simeon.

I recently visited Chipotle to buy a meal for my girlfriend and myself. My order included brown and white rice with beans in one bowl, topped with both steak and chicken. After paying, I went to get utensils and remembered I needed extra sauce. I left my food momentarily to get the sauce and when I returned, I forgot to pick up my order. After realizing my mistake an hour later, I returned to the restaurant, where I spoke to a staff member who involved the manager to rectify the situation. I brought the food home and transferred it to plates. However, while eating, I discovered a long hair in my food, prompting me to regurgitate and dispose of all the food. I managed to remove the hair with some effort and documented it with photos and a video. I attempted to contact the restaurant without success and sought advice on Gethuman.com. I'm hesitant to take legal action and seek guidance on how to proceed. Thank you, Simeon.

I am sharing my recent disappointing experiences with Chipotle. I used to frequent the Hopkins, MN location and was happy with the food and service. However, my last visit resulted in missing items from my online order, leaving me with limited ingredients in my burritos. Despite filing a complaint, subsequent visits continued to have issues with missing items or order inaccuracies. In an attempt to give them another chance, I visited the Ridgedale Mall location in Minnetonka, MN. Unfortunately, my free guacamole was missing, and the extra Pico de Gallo I requested was not included on both burritos I ordered. The lack of consistency and proper fulfillment of orders has led me to rethink visiting any Chipotle in the future. I believe it is important for Chipotle to address these unacceptable mistakes in order to maintain customer satisfaction.

During my recent visit to your store, I ordered two bowls – one for myself and one for my wife. Unfortunately, halfway through my meal, I discovered a piece of glass in my mouth. I was fortunate not to have swallowed it. I promptly informed a staff member at the counter, who indicated that they would report the incident to you and the company. However, I have tried contacting the manager twice but have not received a response. Given the seriousness of finding glass in my food, risking injury if consumed, I feel compelled to involve the health department and pursue legal action against your company. The safety of your customers should be a top priority, and I hope this issue is addressed promptly before anyone else is affected. I have kept the glass as evidence, and your team members who witnessed the incident can attest to it. Thank you for addressing this matter promptly. Sincerely, Jeffrey W.

On August 2, [redacted], I made a purchase with a birthday reward through the app for free chips and guacamole. However, when my husband picked up the order, we were charged for the items, and my order was incorrect. Despite apologies from the store, resolving the issue took some back and forth due to confusion about refunding the guac and chips. The manager mentioned I needed to contact the [redacted] number as it was an online order. After some discussion, they eventually refunded the guac and chips but my order was still not as requested, with undercooked chicken and missing ingredients. This isn't the first time I've had problems with this specific store during dinner rushes. Lunchtime orders have been fine in the past. I am seeking a refund for the order totaling $23.70 placed on August 2, [redacted] (Confirmation Code: V11-BA6). Feel free to reach me at [redacted] or [redacted] for any further assistance needed.

I visited your establishment after two years and ordered two tacos, one beef, and one chicken. Despite requesting mild, the chicken was unexpectedly spicy, causing discomfort as I can't tolerate spice. To my disappointment, both tacos were wrapped together in tinfoil, becoming soggy by the time I reached home. The stale chips had to be discarded. Although I spent $13, the only highlight was the lemonade. I am disheartened by this experience, leading me to seek a refund. Comparing this to my usual choice, Fat Boy’s Burrito, I now recollect why I refrained from visiting your establishment. The unclean appearance of the store, unappetizing food, and limited menu options call for a much-needed revamp. It appears that new management is essential to ensure proper employee training.

I ordered a Burrito Bowl at 10:45 a.m. and received it an hour later, but the bag was empty except for a few pieces of steak. I contacted them, they resent my order, but it was empty again. The delivery person went back to get the order, but it was still missing everything I ordered. I ended up throwing it away. Later, another delivery person came, but I had already received the order. What is going wrong here?

On June 25th, I placed an order for $28.94 on the Chipotle website for pickup at the West Chester, PA location on Turner Lane. Despite being charged, my food was not ready when I arrived. The manager was unable to find any record of my order and requested proof of purchase. After returning home to retrieve proof, I reordered the same items for $28.94, resulting in two charges close together. I eventually received my second order, but the initial one was lost in the website glitch. I seek a refund for the duplicate charges as I had to make two trips to the store due to this issue. This situation not only wasted my time but also incurred additional expenses in gasoline. Kindly assist me in resolving this matter.

I visited two Chipotle restaurants for a meal. Unfortunately, the first store ran out of corn and sour cream, so I ordered a bowl and went to a second store for my girlfriend's bowl, but they were out of several ingredients. I tried a third Chipotle where they unexpectedly turned me away despite having time left before closing. Disappointed, I found my bowl's rice to be crunchy and overly citrusy, making the meal unsatisfactory. As a longtime customer, I am upset about this experience and would appreciate assistance in resolving this issue. I hope to have a better experience with one of these locations. Thank you for your help.

I had a disappointing experience at Chipotle today. I requested two bowls for myself and my daughter, and the lady working appeared rude. She rolled her eyes, tossed the bowl on the counter, and when I asked for rice, she gave a disrespectful response. She continued to talk negatively about me to her coworkers, and when I informed the manager, there was no apology. The behavior of the staff made the visit unpleasant, and my daughter was upset. This took place at the Chipotle located at [redacted] Wellington Rd, Gainesville, VA [redacted]. My order number was #[redacted].

I had a brief stint at Chipotle Grill - just one day. Initially, I was contacted for an "interview" set for Monday, 9/5, without a specified time. I had to call the manager on the day to confirm the timing, which turned out to be at 10:45 AM. However, upon arrival, I was surprised to find out it was an orientation session. I completed the application and later received an email assigning me a shift from 3 to 10:45 PM for the next day. During my short time there, I realized through the schedule that I was off for the rest of the week. While working, I was informed that my station was closing early. Despite trying to reach out to clarify my future schedule multiple times through text and calls, I did not receive any response from the manager. After discovering that I was terminated due to alleged lack of response to the schedule, which was untrue, I took the matter up with corporate and lodged complaints against the manager. The treatment I received was unprofessional, and I am pursuing appropriate actions to address this issue at the Chipotle Mexican Grill in Rio Grande, NJ.

As an employee, I was recently mistreated at work. While clocked in, I was yelled at and had money thrown at me by coworkers with a laughing manager present. I have only been working for about 2 months, but I always work diligently, volunteer for extra hours, and maintain a positive attitude. The issue arose regarding tips when, during a busy shift with minimal staff, I was not given my share of the tip money. After inquiring about it through a coworker, the situation escalated unnecessarily. The coworker involved family members and made false accusations against me. I was berated, insulted, and humiliated, with no support from management. The toxic work environment and lack of professionalism have made it unbearable for me to continue working there. I am seeking advice on how to address this situation since the managers are all interconnected through personal relationships, making it difficult to escalate this matter.

Every time I order from the restaurant, there's always an issue with my order. Seeking a refund is frustrating since it takes 10 days and I receive no service. The lack of care and interest from customer service is disheartening. During my recent order, it showed as delivered, but I didn't receive it, a first for me with delivery orders. Customer service promptly issued a refund without investigating the root cause. There was a claim of delivering the order and attempting to take a tip, which was disregarded. The recurring problems make it unsettling to order from this establishment. Ordering food online means accepting the risk of receiving nothing and waiting over a week for a refund. I genuinely like this restaurant, but the current situation has led me to seek dining options elsewhere.

Hello, I recently revisited the store after speaking with you regarding using my credit. Unfortunately, the beans and peppers were at the bottom of the pot again. Initially, the staff member insisted everything looked fresh until I mentioned taking a picture for reference. Instead of addressing the situation appropriately, the manager who previously banned me recognized me and did not offer to replace the items. I find it concerning that she is still in a managerial position. I took photos this time as evidence of the issue. The staff member later denied his comments when he learned I was sending the pictures. I am disappointed by the refusal to provide fresh food. This occurred at the downtown Colorado store with the same unhelpful attitude from the manager. Thank you for your attention to this matter. Best regards, Jeanne Ranieri

Hello, I revisited the store as we previously discussed, intending to use my credit. Once again, the beans and peppers were placed at the bottom of the pot. Initially, the employee claimed everything was fresh until I mentioned taking a photo for your review. The manager, who previously banned me, instead of providing fresh peppers, recognized me and immediately recalled past issues. It is troubling that she remains in a management position despite this. Please advise where I should forward the pictures. Upon learning I was sending you the photo, the employee denied saying the items were fresh. When I confronted him, he resorted to lying. The manager then joined the conversation, fueling the past conflict. My only request has been fresh food, not items that are dried out at the bottom. I documented this incident with photos as I was astonished by their refusal to address the issue. Thank you. Best, Jeanne Ranieri

I placed an online order for pick up at 9:30, arriving 15 minutes later around 9:45. Despite the presence of 7 staff members, my order hadn't been started. When I inquired, the girl informed the team but no one took action until another customer arrived 7 to 10 minutes later. The person who eventually began preparing my order seemed inexperienced. I requested a refund due to the delay, but initially, they refused. The staff insinuated that I was late, despite the order being placed over 30 minutes prior. There were no apologies, just rudeness and a bad attitude. I asked for a refund after noticing a staff member's unsanitary nose drip into my taco. The whole experience was disgusting, leaving me and my daughter unable to eat the food, effectively wasting $31. I am deeply upset by the lack of care and consideration at the restaurant.

Yesterday, we ordered food via the Chipotle app, requesting it not be spicy since some of it was for kids. Unfortunately, all six meals arrived excessively hot. Despite being hungry, the kids and one adult ate it, resulting in one child having diarrhea. Chipotle's AI Pepper was unhelpful, leading us in circles. Chipotle's customer service directed us to Uber Eats, who couldn't locate the order based on the confirmation number. This back-and-forth left us with an inedible meal for which Chipotle refuses to take responsibility. The entire experience was frustrating as no one took ownership of the issue. The customer service representative even ended the call abruptly. This incident has left me disappointed with Chipotle's lack of accountability.

I placed a pickup order at the Chipotle in Purcellville, VA on Saturday, 11/5. Despite the sticker guaranteeing accuracy, my barbacoa burrito was incorrect. This has happened before at this location. After filing a complaint through the app, they offered a free entree, but I feel this does not make up for the inconvenience and travel expenses. I suggested a second free entree, but was told they couldn't over-compensate. I am seeking further assistance regarding this matter.

I am disappointed with the online ordering system of this Chipotle location. It lacks options to add extra sides like sour cream or salsas, and there's no comment section to customize orders like requesting melted cheese on a quesadilla. When I visit the store, it's messy, they often run out of chips, and the service is slow. Although I can request extra sides in person, I can't customize certain items like an adult cheese quesadilla. The staff repeatedly confirm orders, and the overall experience is subpar compared to other Chipotle locations I've visited. The management needs improvement, as the place is disorganized, drinks machines are empty, and the staff seem unmotivated. The store's address is [redacted] Nazareth Rd Easton PA [redacted]. I hope to see positive changes soon to avoid sharing negative feedback on platforms like Yelp. Thank you for addressing these issues. - MM