Chipotle Mexican Grill, Inc. Customer Service Issues

I experienced food poisoning on 11/17/18 after eating at Chipotle on Newport Avenue in Quincy, MA. I had a steak quesadilla with Diet Coke around 1 pm. Shortly after eating, I started feeling ill with diarrhea and stomach discomfort, leading to vomiting and chills later in the night. I had trouble sleeping and only felt better the next morning. During my visit, I observed an incident between employees regarding food handling, suggesting a concern about adherence to health standards. Despite recovering, I believe this issue should be addressed seriously. My name is James Woodbury, you can contact me at [redacted] or [redacted].

In late September or early October, I made a purchase that included a steak bowl, but I received a vegetarian one instead. After contacting the store, they promised to give me a free steak bowl on my next visit. When I called today to redeem the offer, the manager informed me that they couldn't honor it anymore due to the time that had passed. I explained that this was not communicated earlier, but she couldn't assist me. As someone with customer service experience, I believe a simple solution would have been to provide the replacement bowl without issue. I am disappointed by this situation and would appreciate receiving a coupon or voucher for a free steak bowl as originally promised. The incident occurred at the location on [redacted] Grand Ave., St. Paul, MN. Thank you for your assistance. Diana W.

I contacted the restaurant and spoke to a person I believe was the manager. We ordered 4 meals and 3 guacamole and chips but only received 1 guacamole and chips, and the meals were all cold. The manager at the store said we could get a refund if we came in person, which is difficult for us as we work at a hospital. When I requested a replacement, he suggested placing a new order online, which I declined as I shouldn't have to pay twice for their mistake. After some back and forth, he mentioned a refund but insisted we had to go to the location. I felt the manager wasn't listening and the conversation was unproductive. I asked for his boss, Laura, but was told she would be available only on Monday. Trying to contact the corporate number led to a disconnection. As a regular customer from a large organization, receiving subpar food and incorrect orders is unacceptable. I hope for a resolution soon.

I recently visited Chipotle and ordered a 3-pointer. I specifically asked for the "on your burrito" portion of queso on the side. However, the staff member gave me a smaller side portion. After paying, I realized my order was more expensive than expected. When I mentioned this to the cashier, the staff member who served me interjected, stating that they do not offer that portion of queso on the side. Despite explaining that I have received it before, he was dismissive and unhelpful. The issue wasn't his response but rather his attitude and manner towards me during and after serving. He lacked a smile, avoided eye contact, and was rude in his communication. This experience was disappointing as I have always received good customer service at Chipotle.

I went to eat with my boyfriend and later decided to get another bowl to take home. The staff member who packed the orders was more focused on chatting with her friends than on my order. She mistakenly gave me the wrong order. When her friends returned and confirmed it, she denied making a mistake. Despite being proven wrong, she didn't apologize. To make matters worse, I ended up being charged twice.

I work the night shift at a local hospital. We placed an online order and had a staff member pick it up. Later, I placed a second order online and requested it to be added to the first one. I called the store to inform them, but the last order was not combined with the first. Unfortunately, nobody picked up the last order, and we only noticed it after the store closed. The manager was helpful and suggested contacting customer service for a refund since he couldn't issue it directly. I'm seeking a refund for the two meals that were not received.

I have consistently experienced issues with my online pickup orders. Recently, I collected 4 bowls and discovered they were all prepared incorrectly and missing several items. Upon contacting the store, the staff showed no concern. Despite living 15 minutes away, I returned to get the missing items as promised, only to find nothing prepared. I needed three portions of green salsa, one tomato, one corn, and sour cream to partially correct the order. The cashier handed me the side containers without a word, and upon requesting more, she obliged silently. I also asked for a bag, and she passed me a sealed bag for me to fill with the six containers while customers waited behind me. She did not apologize for the inconvenience. Despite being polite throughout, I am frustrated with the consistent errors in my orders and the lack of resolution. I am requesting a refund for my last order due to this inconvenience.

I received a call regarding my order as the restaurant was out of guacamole. I agreed to proceed with the order minus the guacamole charges, requesting extra Pico for the chips instead. Initially, I was assured of the adjustment, but upon delivery, the driver mentioned I needed to contact the store for the refund. This led to a frustrating experience as the store insisted on an in-person refund, which defeats the purpose of delivery. After struggling to reach customer service for assistance, I managed to locate the information myself and disconnected the call. Not only was I charged incorrectly for additional guacamole, large chips, and regular chips, but I also received a surplus of chips without the extra Pico. The poor service disappointed me, culminating in this unsatisfactory experience. - Wendy Parker

I recently placed an order through the Chipotle website for delivery via DoorDash. Unfortunately, the DoorDash driver did not show up and later called to say she was at the wrong location 30 minutes away. I requested that the order be cancelled and spoke with a DoorDash representative to ask for a refund of $28.75. The order was placed on 11/18/18 at 7:30 pm. Despite being assured of a refund, it has not been processed yet. I received an email confirmation for the order, and when I click on "Where's my order," it redirects to DoorDash saying the delivery could not be completed. I'm disappointed with the whole experience and hope to get my money back soon. This incident has made me hesitant to order from Chipotle again.

While dining at Chipotle in the BWI airport, my fiance bit into an avocado seed that damaged her tooth. The incident occurred when she discovered the seed left in her meal, causing her tooth to chip and crack. Despite reporting the incident to manager Arielle Monair, my fiance received no proof of the complaint filed. Arielle refused to provide a report number, claiming it could not be given. I've tried contacting the [redacted] number after hours without success. Urgently, my fiance is seeking dental attention to assess the tooth damage sustained. We aim to address this issue with the Chipotle manager for appropriate compensation.

I have been a loyal customer of Chipotle for years, frequenting the Fairfax location across from The Farmers Market. Over the past 18 months of living nearby, I have ordered my usual bowl with chicken, veggies, cheese, and brown rice approximately 6-8 times. Recently, I've noticed that the dish has become exceptionally spicier, to the point where it is no longer enjoyable and almost inedible. I have even opted to skip the salsa due to the excessive spiciness. Luckily, Los Angeles has a variety of Mexican restaurants to choose from, so I'll be exploring other options. - Claudia Queen

Hello, my name is Elad galili, and I am currently a student at UT University of Tampa. For the past three years, I have frequented the Chipotle on Kennedy Boulevard near my school at least three times a week. Recently, I encountered an upsetting incident. As a Jewish individual who avoids meat, I always order the Veggie option. However, during my last visit, I was surprised when the cashier charged me $10 instead of the usual $6-7 because they claimed I had added guacamole, which typically comes with the Veggie burrito. Despite my explanation, they insisted on the higher price. This experience left me feeling embarrassed and humiliated in front of my friends. I have been trying to reach out to Chipotle through phone calls with no success. As a loyal customer who frequently purchases gift cards worth hundreds of dollars, I am very disappointed by this situation. Thank you.

On November 19, [redacted], I was hired by the manager and informed that my wages would be $12 per hour, but I later discovered it was only $11. During my time there until November 29, [redacted], I faced inappropriate comments and behavior from the manager at the One Hundred Oaks Nashville TN location on Thompson Lane. Despite working, I only received 2 tips. On November 29, [redacted], the manager yelled at me, insisted I leave, but then allowed me to continue working until he quit due to inappropriate conduct being uncovered. Following this, the female manager Tiffany Bray asked me to leave but did not officially terminate me. On December 12, [redacted], after reaching out to all managers without a response, I am requesting proper payment for the hours worked and a transfer to a location near my ZIP code [redacted]. I hope for a resolution and fair treatment for all employees at Chipotle. Thank you, Heaven A.

I would like to request immediate contact regarding my recent visit to a local Chipotle. The overflowing trash cans, long lines, lack of communication, dirty tables, and slow service all contributed to a disappointing first experience. I prefer a phone call to discuss my detailed feedback rather than email, as it will be more efficient. If I'm unavailable, please leave a direct contact number for me to return the call. I believe addressing these issues will improve the overall customer experience. This location is convenient for me, and if these issues are resolved, I'd be happy to become a regular customer. Before considering leaving negative reviews online, I hope to communicate directly with Chipotle to provide constructive feedback. Thank you for the opportunity to share my concerns. Best regards, Mike S

Dear Chipotle Customer Service Representative, I am writing not to complain but to compliment you. I am a long-time fan of your burrito bowls and recently had an experience that prompted me to express my appreciation. Despite being the holiday season, I wanted to share some positivity. While traveling to visit family, I had a quick layover at Detroit Metro Airport. I came across a Qdoba and decided to try it, thinking it was similar to Chipotle. Unfortunately, my experience was disappointing. The food was bland, cold, and akin to chewing on a dog toy - not at all like the satisfying meals I always enjoy at Chipotle. I want to thank Chipotle for consistently providing delicious and enjoyable meals every time I visit. You never fail to deliver in taste, quality, and overall experience. I won't stray again. Wishing you a Merry Christmas and best wishes, Misty R. Devoted Chipotle Fan

I recently dined at the Monroe, Ohio store with friends. When we asked for sour cream, an employee rudely informed us they were out, with a harsh tone. Another guest made a similar request later and was met with even more hostility. When I inquired about this behavior, the cashier excused it as the employee being "passionate," leading to further complaints from customers. The employee, a white girl with glasses and a ponytail, was described as extremely rude by multiple patrons. Despite the extra distance, I have decided not to return to this establishment due to the poor service provided.

I ordered food today from the store at [redacted] E. Ontario Ave in Corona, CA, a place I frequent regularly. Despite usually receiving small portions, today I noticed Manager Bradley giving another customer more food but skimping on mine. When I raised the issue, he argued with me. I asked for his boss, Jose Orozco, who was rude and disrespectful, alleging I harassed Bradley. Jose wasn't at the store but when I called later, he claimed he has no boss. I informed him that my employer, Kaiser Permanente, was considering using their store for catering, but due to this experience, we will no longer be doing business with them.

I am Brenda Baker, reaching out on behalf of my granddaughter, Kameron Baker. Kameron recently worked at the Chipotle at Foundry Row in Owings Mills and has not received her payment for her work. Despite our efforts to contact Duane for over six weeks, we have been unable to resolve this issue. We were informed that a check was prepared for Kameron, but it was not available at the location. We need more details about her payment. Please contact me at Brenda [redacted] or at [redacted] for a prompt reply. If you opt to send a check, our address is [redacted] Elgin Ave., Baltimore, MD [redacted]. Thank you for your assistance.

I placed an order for food at 11:40am on Thursday, 12/20/18, with an estimated delivery time of 12:03pm. By 12:10pm, the food hadn't arrived, so I checked the online tracker, which repeatedly showed the driver as one minute away for 45 minutes. Multiple attempts to contact the driver were unsuccessful until DoorDash intervened. The food finally arrived at 12:45pm, late and cold. The driver admitted she wasn't the one assigned and had to pick up the order from someone else due to car trouble. As the food was in poor condition, we had already made other arrangements for our meal. For this inconvenience, I am requesting a full refund and a credit for future orders. Thank you for your attention to this matter. - Anne

I recently visited the store with my grandchildren and was very disappointed with the service. The server had a borderline rude attitude and did not greet us properly. I ordered two veggie burritos and a kid's meal. When I asked for black beans, she put pinto beans instead. The server seemed annoyed when I corrected her. She tossed the wrong burrito in the garbage and made another one with annoyance. After I inquired about the kid's meal, she pointed to the menu without explaining. When I asked for one, she responded in a peevish tone. My grandkids also noticed her rudeness. Despite enjoying the food, this experience soured me on the brand. As a stockholder, I expect better service from Chipotle even when the store is not busy. Thank you, Luci A.