Chipotle Mexican Grill, Inc. Customer Service Issues

I ordered a burrito through DoorDash from a store on Cottle Road in San Jose. The burrito I received was only half the regular size, and the beef inside was extremely hard. When I opened it, I found it only had beef with no other fillings. I have pictures to support my claim if needed. It's disappointing as a paying customer to receive such poor quality. I paid nearly $20 through DoorDash, including the tip, and only received a $4 refund. It's concerning that the staff at the store would provide such subpar service. I hope they address this issue with their employees to prevent it from happening again.

I went to Chipotle on Eden Way in Chesapeake, VA on Sunday between 7pm and 8pm. I noticed some issues during my visit. The serving line was nearly empty, and they had not replenished key ingredients like rice and lettuce, affecting the visual appeal. The serving area had crumbs that hadn't been cleaned. There were delays in serving customers, as they had to refill items to assist us. Although the staff wasn't impolite, there seemed to be tension among them, which was remarked upon by another customer. The food tasted fine, but I believe Chipotle should address these concerns, particularly due to the tense atmosphere during my visit.

I spoke with a representative yesterday who added a free entree to my rewards account, but I now need a refund. I opted for a delivery through the app due to back-to-back meetings. When the food arrived, both orders were incorrect - one was missing toppings, had beans which my companion is allergic to, and the bowls were only a third full. Contacting the store was difficult as only the automated system was available, causing 20 minutes of frustration. Switching to online, I was met with the same pepper automated system for another 15 minutes before speaking to someone who promptly ended the chat. I am seeking a refund for the erroneous order and the inconvenience of dealing with Chipotle's delivery process. Despite attempting to reach out again tonight, the agents were unresponsive, leading back to the exasperating pepper automated system. I have screenshots of the chats, as well as the email and app purchase for reference. Thank you.

I purchased a Garlic Guajillo Steak Burrito from the location on [redacted] Irvine Center Dr. on 12/07/22. I was disappointed by how small the burrito was when I got home, which was confirmed by my son who is a regular Chipotle customer. I returned to the store to request a refund as the burrito I received was much smaller than usual. Unfortunately, the employee I spoke with was rude and dismissive, offering me a refund but asking me not to return. All I desired was a properly portioned burrito. This experience has deterred me from supporting this location in the future. I simply request that the employees receive proper training on portion sizes and customer service. While I understand everyone has off days, this was unacceptable and disheartening as I used to enjoy visiting this store. I have evidence of the interaction and the small burrito, in case it is needed. Thank you and have a pleasant day.

I visited Chipotle for lunch at 12:30 on December 15, [redacted]. I ordered a steak bowl with queso, salsa, sour cream, cheese, guacamole, white rice, black beans, and chips, expecting to pay $16. At the register, I was charged $27.14 by a cashier with dark hair. I noticed on the receipt that I was double charged for steak, extra chicken, and extra guacamole, amounting to nearly $13 overcharged. When I informed the cashier, he asked to see my food in a loud manner, causing embarrassment. After involving the manager, a large man with a red beard and a Grinch hat, they swiftly refunded me $3.66 without looking at the receipt. The cashier handed me cash although I paid by debit card. Despite the inconvenience, I retrieved my food, unexamined by the staff, and left. I checked the online menu, and my order should have been under $15. I am seeking a prompt resolution and reimbursement at the Flint, Michigan location on Miller Rd. Please contact me at [redacted].

I ordered catering on 12/20 for delivery today at 12:00 pm. Unfortunately, the food arrived an hour late, causing us to miss our lunch. We paid over $[redacted] for the meal, but now we cannot even eat it. I called the store, spoke to the manager - I believe it was Shelena, but I might be mistaken. She blamed the delay on the DoorDash driver, even though the driver kept us updated and arrived at around 1:15 pm. The manager's response was unsatisfactory, basically saying nothing could be done. This experience has led us to boycott this particular Chipotle branch due to the rude and inefficient staff. Thank you.

Hello, I recently had a disappointing experience at Chipotle in Greece. This was my second time ordering, and I encountered poor customer service. During my visit, I was initially told the store had run out of Queso for the night, only to see an employee passing by with Queso for online orders, which felt disrespectful as I was in the restaurant. Subsequently, a $70 online order I made was not received by the store when I arrived, causing further frustration. Despite my insistence on getting my food as I had work commitments, it took over an hour for the order to be prepared. The salads were not up to standard, and the spicy chicken made me sick as I don't tolerate spicy food. The overall customer service, including that of the managers, was lacking. I felt compelled to share my experience as a customer who values good service. Unfortunately, I don't have the receipt available. If needed, please reach me at [redacted]. Thank you, Shalonda McKinnon

I recently visited the new Chipotle at [redacted] Crossings Loop in St. Cloud, MN. Unfortunately, the experience was long due to a major wait time in line. Despite the wait, the employees, including two young women and a cook, were excellent and handled the situation with grace. The issue seems to be more of a management problem than an employee one. Many customers were frustrated, but the employees maintained professionalism. I expressed my concerns on a review I posted, highlighting the management issue and not the staff. I won't be returning to this location but will consider going to Taco John's nearby next time. It's essential for Chipotle to address these ongoing problems as multiple reviews have cited similar issues. A specific incident with a manager named Tami refusing to provide chips to a customer highlights some of the issues. Overall, I thank the dedicated employees for their hard work and hope there are improvements made to provide a better customer experience in the future.

I placed an online food order for pick-up today at 11:30 AM due to my busy schedule. Upon receiving my order from the Chambersburg Chipotle, I found it lacking in toppings, particularly cheese and sour cream. I only received a minimal amount of these toppings which did not meet my expectation for the price paid. I hope the Chipotle location can address this issue to ensure other customers do not experience the same disappointment. A resolution like a gift card would be appreciated. Thank you.

I recently purchased two steak and chicken bowls along with chips and queso from your store. Unfortunately, when my husband picked up the order, the lids were not placed on the bowls properly, resulting in everything falling out of the bags. I paid for double meat, which is quite costly, and the situation was very disappointing. The receipt was also lost during this chaos. I tried contacting the store multiple times, but no one was able to assist me. My husband's name is Sam M., and I am Loretta L. You can reach me at +[redacted]2 or email me at [redacted] I would greatly appreciate it if someone could address this issue promptly. Thank you.

Hello, my name is Damaris Potts. Last week, I was hired at a Chipotle on 23rd Street in Lawrence, KS, by Lupita, the assistant manager. She scheduled me for orientation on Tuesday. I arrived on time, but my employee number didn't work. Lupita tried to resolve the issue but then asked me to leave the store because someone else showed up unexpectedly. She said she would contact me another day. While waiting, I saw another person arrive, and Lupita told him she would call him in a couple of days. I'm concerned about our information like social security numbers and IDs being collected without follow-up. I believe this needs further investigation to prevent identity theft. I plan to file a police report. I no longer care about the job; I just want the managers investigated. Please assist me. If needed, you can reach me at [redacted].

I purchased an egift card from Chipotle's website. I received a confirmation email with the wrong email address. I tried to contact them to correct it but had no success. I attempted to use the live chat feature with Ryan but was unsuccessful. When I called customer service, I got disconnected. I just need the receipt to be sent to my correct email address, which is [redacted], instead of the invalid one, [redacted]

Good morning. I am Jason B., a Doordasher in Euclid, Ohio. I want to address an incident that occurred yesterday at the Chipotle on Lakeshore Blvd in Euclid. Upon entering at 10:42 a.m. for a simple order, I waited for about 45 minutes due to various excuses given by about 6 to 8 workers. I spoke with Stacy at the Chipotle [redacted] number but couldn't resolve the issue. DoorDash also tried to call the restaurant without success. The on-site manager was unhelpful, stating they were working quickly, contrary to what I observed. I believe this issue needs attention to avoid a recurrence. Thank you for your assistance. Have a good day!

On February 21, [redacted], I slipped and fell at your location at [redacted] I-10, Suite [redacted], in San Antonio, Texas. No caution sign or wet floor notice was visible, and the staff did not offer any help or assistance. My sister had to request a first aid kit and speak to a manager who eventually filled out an incident form. We went to Concentra urgent care for x-rays of my shoulder and ankle. My shoulder x-ray was negative, but we had to wait for results on my ankle, causing additional expenses. Despite the reassuring call from a Chipotle representative, I am still experiencing continuous pain in my shoulder and arm, affecting my daily activities. There are concerns about my previous shoulder replacement and the current condition of my ankle. I am undergoing physical therapy for both injuries and may need to see my orthopedic surgeon again. Please contact me at [redacted] or [redacted]. Thank you for your help. - Kimberly W.

I rarely eat at fast food places, but I usually choose Chipotle for its fresh food and made-to-order service. Lately, my visits to different Chipotle locations have not met the usual standard. Prices are up, but quality seems to be down. They frequently run out of items, like fajita peppers. Today, when I got back to my office, I found cardboard in my barbacoa. It's gross and upsetting. I don't have time to go back, and I'm busy after work with my child. I'm disappointed and would like a refund. Unsure if I'll return to this location.

Hello! I'd like to express my appreciation for Chipotle's convenient and healthy meal options available in numerous locations, although sadly not in my small town. I am reaching out regarding a couple of issues I have encountered recently. Upon reviewing my bank statements, I discovered that I was mistakenly charged twice for a single order on 06/27/22. Both transactions are visible under my rewards 2K8F3BMZ73N63. Additionally, after checking my receipts, I noticed that I did not receive points for several orders, some of which were placed using the Chipotle app. I have the receipts as proof but cannot attach them here. I am eager to hear back from you.

Feedback Code # [redacted][redacted]: I recently ordered a Quesadilla at a Chipotle location. The first staff member we encountered appeared to have trouble communicating in English, as she did not respond to our question about the toppings. Consequently, we received a Quesadilla with only meat and cheese, lacking vegetables and salsa, and it was severely overcooked to the point of becoming greasy. The cheese had melted into a mess. During checkout, another staff member was rude when I inquired about adding the order to MY Rewards and mentioned needing a code. This experience has left me disappointed, especially as I had just started visiting Chipotle again.

Subject: Hostile Work Environment at Media, PA Store Dear [Manager's Initials], I hope this message finds you well. I wanted to address some concerns about the work environment at the store. It has come to my attention that there have been instances of inappropriate behavior from certain individuals, particularly Maj. There seems to be a pattern of negative comments and unprofessional conduct, creating a toxic atmosphere for the team. I personally have experienced disrespectful remarks from Maj, as well as observed similar behavior towards others. This toxic environment has been ongoing and negatively impacts our ability to work effectively. It is disheartening to witness such behavior and feel the brunt of it while just trying to carry out our responsibilities. Additionally, there have been instances of dismissive attitudes towards valid concerns, which further exacerbates the situation. The lack of accountability and unprofessional interactions are driving away valuable team members. It is crucial to address these issues promptly to ensure a harmonious and productive workplace for everyone. Thank you for your attention to this matter. Sincerely, [Employee's Initials]

Hello, I'm Jared, and I recently ordered Chipotle through the Grubhub app on April 5th. There was a promotion offering a free burrito for orders totaling between $20 and $25. Upon ordering a burrito and chips, my checkout total should have been $4.38 with the promo applied. However, I was charged $26.03 instead. I am seeking a reimbursement of $21.65 to rectify this discrepancy. I would like to know if there is a way for me to share screen shots of my order details with you.

Hello, my name is Jan’s Bores, and my phone number is [redacted]. I live in Miami, FL, and have been a customer since the beginning of your franchise! I have noticed a significant decline in the quality and service, especially from the workers at Chipotle, for quite some time. Today, at [redacted] Hialieah Gardens Unit 1 Hialeah, FL [redacted], I had a very unpleasant situation that reflects poorly on your successful franchise. For many years, I have always ordered my usual, half and half - half chicken, half beef, in two bowls. I have always been charged for one bowl of chicken and one of beef. Today, the person helping me wanted to charge me for both bowls as beef. When I explained the usual billing method, they seemed upset, threw away the food, and rudely asked me to get in line again. The manager and another worker were not attentive and watching videos on a phone, despite the crowded store. The person serving me claimed to be the manager, but I question such management with the poor service and lack of attention to customers. Maybe you can address these issues for the sake of your serious business. I don't plan to return due to this poor experience. I have a video of the supposed manager, named Ernesto, who refused to provide a last name. I hope for the franchise's sake that you can resolve these operational and employee behavior problems. Thank you.