Chipotle Mexican Grill, Inc. Customer Service Issues

I have been a long-time customer, and I have noticed a decline in the quality and cleanliness at two specific Chipotle locations near me. The management and staff are not up to par. Despite raising my concerns, there has been no improvement. As a result, I have been going out of my way to visit the Millennium location run by Luis, which is a shining example of how a Chipotle should be operated. Even when the manager is not present, everything runs smoothly as if he were there. The problematic locations are the Chipotle at Fashion Square Mall on [redacted] E. Colonial Dr., Orlando, FL [redacted], and the one on [redacted] S. Orange Ave., Orlando, FL [redacted]. I have attempted to contact District Manager Mark Reyes without success. It is frustrating to hear that due to friendships, some employees are not held accountable. I have observed numerous safety issues such as damaged doors, improper handwashing, not changing gloves, using phones while cooking, and eating from the food line. I am knowledgeable about the restaurant industry, and I believe these issues stem from poor management at the district level. I would appreciate speaking to someone before taking further action on social media. Thank you, Jose

I recently placed an online order with Chicpotle store on Nellis in Las Vegas, NV. I received a call informing me that my order would be served on the lids of the bowls as they had run out of bowls and plates, as well as guacamole, veggies, and lettuce. Shocked by this news but sadly not surprised due to their ongoing supply issues, I requested to cancel the order. I was told I needed to go to the store in person to do so, which seemed unreasonable given the circumstances. The lack of an apology or attempt to rectify the situation left me disappointed. I'll have to accept whatever they give me upon pickup since I was unable to cancel the order. The store seems poorly managed by a supervisor or manager named Sylvia who is often unavailable and fails to keep enough supplies stocked. This experience with their customer service ranks as one of the worst I've encountered.

I am seeking either a refund or a gift certificate. My Chipotle delivery was delayed by 35 minutes, due to the restaurant's error, not the driver's. When the order was finally made, it was missing several ingredients: the sofritas we paid for were absent, the requested black beans were not included in the burrito, and overall, the order was late and incomplete. I would appreciate your assistance in resolving this matter.

On or around 12/22/18, I attempted to purchase two $15 gift cards as Christmas stocking stuffers. After the cashier rang up the cards, I requested the packaging that should come with them but was informed they were out of stock. I decided not to purchase the cards without the packaging. They attempted to credit my credit card for the purchase but had system issues. They claimed the credit went through. I've been checking my credit card transactions but haven't seen the $30 credit, only the charge. I visited the restaurant and was informed they could only credit me for one card and had the other card on hand. An employee named Bohea retrieved a $15 gift card for me. However, they couldn't find any credits issued to my card. Bohea apologized, but mentioned they couldn't refund a card I never received. They advised me to contact through Talk To Us for assistance. I'm missing $15 for the card and credit. I've attached a screenshot of my Apple Valley store purchase. Can you issue a credit or provide a $15 gift card for the missing credit from Apple Valley? - S.S. 12 E 129th St, Burnsville, MN [redacted] I sent this message via your website's Talk To Us link and haven't received a response.

I had a disappointing experience at Chipotle today. The wait time exceeded 20 minutes due to a lengthy online order queue, despite a busy in-store line. I ordered two steak tacos and a side of steak, but the steak portion was insufficiently distributed between the tacos. Even after addressing this, another staff member insisted it was correct. Having worked at Chipotle previously, I know each taco should receive a full portion. Although frustrated, I didn't want to delay the line further. Upon reaching the register, I was surprised by the almost $10 charge for the items. I questioned this, noting that the Lakewood location prices are lower. The response that this store is higher volume seemed unfair. I am a loyal customer in Cleveland and visit weekly. The Transportation Blvd location will not see me again, and I may avoid the franchise for a while.

During my visit to the Chipotle on Herndon in Clovis, CA, I experienced a frustrating delay with my online order. The cashier, who seemed more interested in chatting with a friend about nails, took about 10 minutes to acknowledge my presence. Despite making eye contact, she did not assist me promptly. Eventually, a staff member from the back approached me to inquire about my order. This lack of attention is disappointing, especially considering that mobile orders are supposed to streamline the process. Additionally, my food was ready during this entire exchange. Unfortunately, the cashier did not provide her name, but I have a photo of her from the menu board. This incident is the second time I've encountered such unprofessional behavior at different Chipotle locations.

Hello, I am reaching out regarding an online order my wife placed last night which was missing chips upon delivery. Considering my wife's recovery from back surgery and my long workday, the missing chips were quite a disappointment as they are essential to our meal enjoyment. After contacting the Aspen Hill store manager, Rosa Gonzalez, my wife even offered to pick up the missing chips if our order could be remade fresh, but unfortunately, this was not accommodated. Following a back-and-forth discussion, my wife requested a full refund, which was later seen on our card for $3.08, presumably for the price of the chips. This resolution is unsatisfactory given the circumstances, and we expect further reimbursement of $32.37 promptly. Please address this matter promptly by ensuring the remaining amount is refunded to the card used for the $35.45 online order placed at the Aspen Hill location without delay to retain our loyalty as customers. Thank you, Kyer Phillips

To the concerned party, My partner and I recently visited a Chipotle on a casual date night, a rare treat for us. This evening at 7:45 pm, we opted for our local Delray spot, but the meal was disappointing as they were out of many items. I wanted a salad but they had no dressing, which is one of the main reasons I enjoy Chipotle. I then ordered a large queso with chips, but we were told they had run out of chips, even though we had seen other customers with them. This left us unsatisfied with our experience. If I had known this beforehand, I would have chosen a different restaurant. I am open to hearing how this issue can be resolved. Best regards, Kelsey

I have lunch weekly at the Chipotle in Clark Commons, Clark, New Jersey, and usually have no issues; the staff is friendly. Yet, for the second time in a few weeks, I ordered a Diet Coke with my kids meal, and both times it came out as regular Coke, which I can clearly tell apart. When I raised this with the manager, he insisted it was correct. Today, when the same mix-up occurred, I approached the manager again. However, he was dismissive, stating that I shouldn't be having soda in a water cup, despite it being the fountain drink with the kids meal. The assistant manager was more understanding but couldn't resolve the issue as the soda dispensing seemed mixed up. I have frequented this Chipotle for years and have praised the staff before, but today's manager was unhelpful and disrespectful. My daughter, who also noticed the mix-up, was disappointed by the response we received. This incident occurred on 2/22/19 at 12:30.

Today, I ordered lunch from the Plainfield, IL store on Route 59 and 127th street. Unfortunately, the delivery brought the wrong item, leaving me unable to eat. This issue has occurred multiple times before, causing my colleagues to avoid ordering from the Plainfield store due to the frequent errors. When I contacted the Plainfield, IL store regarding the incorrect order, the supervisor, Larry, audibly groaned upon learning that I wanted to speak with him. Despite informing him about the mix-up, he did not provide a solution or express an apology. I am requesting compensation for the incorrect order and the time spent trying to find a customer service contact, which proved unsuccessful. Additionally, I suggest improved training for the staff, especially those in management roles, to avoid such mistakes in the future. It's important for employees, especially those in charge, to handle orders accurately to justify their wages.

Recently, I was an employee at the Chipotle located at [redacted] N MacArthur Blvd in Irving, Texas. The store manager is Mrs. Linda. I reported an incident where another employee hit me, but no action was taken, and I ended up getting fired when I had an emergency and called in an hour early. To make matters worse, Mrs. Kareena, a new supervisor, called me stupid and defended the younger employee saying she didn't know any better. I even received threats from the girl's boyfriend who carries a gun and felt scared for my safety. After being fired, they are delaying terminating me from the system to prevent me from receiving my last paycheck. I suspect there is theft and unprofessional conduct happening at the store, including working on off days and engaging in inappropriate behavior. An investigation is necessary.

I have been a Chipotle customer for many years and frequently visit the two nearest restaurants to my home. I would like to make a complaint about a man named Onelio, who supposedly is the district manager of the Chipotle restaurants in the Fort Myers, Florida area. This man mistreats his employees in a very rude manner, which I have witnessed multiple times. I am very upset about this because it is unacceptable to support a restaurant with a manager like him. I would like for you to thoroughly analyze and conduct a deep investigation into this matter. Please ask everyone who has had contact with him for their opinion and look into this. I suggested to one of the girls working there to call Chipotle's corporate office to complain, but she said they wouldn't do anything and might even fire her, leaving him unpunished. Today, I went to eat and saw a manager crying out of frustration. When I asked her what happened, she explained with the utmost respect, and it turns out it was for the same reason I am writing this. I don't want this to continue, and if I see this man mistreating someone again, I will contact the news station and a lawyer to sue Chipotle for worker exploitation and humiliation. This is America, there are laws; I expect a response.

I am writing to express my dissatisfaction with the poor customer service I received at your Conyers, GA location. On this occasion, the chicken was chopped instead of cubed, the rice was soggy, and the beans were overly thick. When I raised these concerns with a member of staff, one lady dismissed my complaint while another even laughed. Following this meal, I fell ill and vomited later in the night. I am unsure if it was the salad bowl or another factor, but I felt fine before eating. Please address the quality of the food at this location. Kindly acknowledge the receipt of this email as I intend to send pictures of the salad bowl and the chopped chicken. Thank you.

Dear Chipotle Customer Service, I attempted to reach a representative at Chipotle for 3 hours today but couldn't get through. I need an itemized receipt for all transactions at the South Lakes Village Center Chipotle in Reston, Virginia on February 19th from 4:00 pm-8:00 pm. The women's lacrosse program organized a fundraiser there that didn't meet the minimum requirement for proceeds. I believe more than enough people ordered to meet the minimum, based on our expectations and the number of attendees we observed. The lack of clarity regarding individual orders for the fundraiser is also a concern. This experience has made our program hesitant to partner with Chipotle in the future. I hope to discuss this issue further. Thank you for your attention. Sincerely, A. R. Women's Varsity Lacrosse Coach SLHS Special Education Teacher

I placed an online order for my family meal, but upon arrival, it was not ready as scheduled. The cashier mentioned they were too busy to prepare it until the line reduced. After contacting my husband, we decided to cancel. When I went to do so, the manager offered to make the order in two minutes, so I agreed to wait. Unfortunately, the hastily prepared meal was messy and did not include the chips for the guacamole that I had ordered, which was disappointing. Despite a large influx of customers before my order, it would have been helpful if they could disable online orders during busy times. I would appreciate a refund for the missing chips as it was not indicated they were unavailable. If necessary, I can provide my order details. Thank you.

I submitted two online forms but haven't received any follow-up from a representative. On Friday, 3/1, I made a purchase through the app that seemed to triple my order due to a card processing error. Despite the Chipotle store not receiving my orders when I inquired, I noticed a pending charge of $37 on my bank account. Following their suggestion, I initiated the refund process online. Assuming the pending charge would not go through as the order was not received by the store, I went ahead and placed another order on my laptop, which was successful with a confirmation email. However, upon checking my bank account later, I found the tripled order charge of $37 had been posted. I am hoping for a call back to resolve this issue. Thank you.

I made an online order on Saturday, March 2, [redacted]. Upon checking my credit card statement, I noticed there were 15 unexpected charges from Chipotle. Despite enjoying Chipotle, it's unlikely that those charges were just for a meal for two people. These charges appeared on my PayPal business card. I spoke with the manager, Shawn, at the Kent Station location in Kent, WA. He explained that online orders are processed at a different location and not at the store itself. I am concerned that one of his employees might have mistakenly charged my card. This situation has resulted in a total of $[redacted].31 being charged to my business card. I have already reached out to PayPal, and they are investigating the matter. As a small business owner, dealing with this issue has been time-consuming and frustrating. I urge Chipotle to investigate the source of these unauthorized charges promptly. Whether it was an employee's error or a scam, this needs to be addressed to prevent it from happening to others. Sincerely, Beverly Buell Business Owner

I recently visited your establishment during my lunch break, which has been a frequent habit for me over the past two years. Unfortunately, this time, I was mistakenly given chicken in my order instead of the steak I had been ordering for years, which I am allergic to. After consuming a few bites, I experienced my throat starting to close up upon returning to work, leading me to seek help in the emergency room. When I brought this to the attention of the manager the next day, they mentioned there was nothing they could do. I did not seek compensation or wish for the employees to get in trouble; I just wanted to address the mistake. I believe this genuine error could have been handled better and I am disappointed by the service provided. I have been a loyal customer and have invested a significant amount of money at your establishment, but I feel my loyalty was disregarded in a disrespectful manner. I am deeply upset and no longer wish to support or visit your establishment. I hope this matter can be resolved, and your establishment can regain its previous reputation.

My partner and I went to place an order, but we experienced some issues. Even though we tried to order another item, the staff didn't acknowledge it promptly and made us go to the back of the line. During this time, when my partner inquired about our missing order, they overlooked it and only prepared a basic item without confirming additional preferences. When I ordered a veggie bowl, the staff was rude and forgot to include the free guacamole that usually comes with it, even after repeated reminders. The overall customer service was terrible, and they made mistakes with several of our items. Despite my usual enjoyment of Chipotle, this visit was disappointing, especially after spending around $20-$25 on a chicken bowl, veggie bowl, chicken burrito, drinks, and chips.

On Monday evening, my girlfriend and I visited Chipotle's, our favorite place to eat. We ordered 2 steak burrito dinners, but they were both cold and the rice was undercooked and hard. Disappointed, I discarded the entire order and had a sandwich instead. Despite rarely complaining, as we are regulars at Chipotle's and typically enjoy the food, Monday's experience was not satisfactory. After calming down, I called the manager at our usual location to address my concerns. However, he mentioned that since I didn't report the issue on the same evening, there was nothing he could do. As a loyal customer, I believe some accommodation should be made to ensure my satisfaction. Although unsure of the resolution, I seek a positive outcome as I couldn't consume the meal and lost money. I hope this feedback is considered for future instances, as I want to continue enjoying your good food. Thank you for your attention.