Chipotle Mexican Grill, Inc. Customer Service Issues

My online account was compromised, leading to an unauthorized order placed at Union Square in San Francisco. The order amounted to $54.77 and was already picked up when I discovered it thanks to the order confirmation email being sent to me. I managed to contact the person who used my account, and they admitted to receiving my account details from someone else. This security breach is concerning, and I am requesting a refund for the fraudulent transaction.

I recently visited Chipotle Mexican Grill at [redacted] West Palmetto Park Road Suite [redacted] in Boca Raton, Florida, and had an unpleasant encounter with the manager named Lena Soto. When I asked for a bit more meat in my order, she insisted I needed to order a double portion. I explained that I had been told by corporate that I could request a little extra meat without having to pay for double. Lena Soto proceeded to embarrass me in front of other customers and staff. Despite explaining I only wanted a usual serving of meat, she continued to loudly argue with me as she served another customer. This experience was unexpected as I have been a regular customer at this location for about five years without any issues. I kindly request that Lena Soto return to her previous store location as her management style was unprofessional.

Hello! I'm reaching out because we had a disappointing experience at a local Chipotle today. I placed an order through the app for pick up, but when we got home, we discovered several mistakes. The kids' order was incorrect, a salad was missing, and the guacamole was not up to par. I called the restaurant, and they offered to remake the order. Unfortunately, when my husband went back, the replacement order was also incorrect. My salad was missing dressing and some toppings. This was a rare occurrence for us, but we thought it was important to bring it to your attention. Thank you for listening, and we'll be having pizza tonight instead.

I was disappointed with my recent visit to Chipotle on 3/31/[redacted]. I ordered 2 Kids Meals, and the portions were smaller than expected. The Create Your Own meal had limited black beans and cheese, and when I asked for more cheese, the staff's response was rude. Additionally, the Kids Meal should have come with chips, but they were missing, yet I was charged the full price. This experience did not meet my expectations for Chipotle. I have uploaded the receipt as proof and would like a refund for the subpar service. Please contact me to discuss further. Thank you.

On April 1st, [redacted], I visited the new Chipotle at 41 W. 87th Street in Chicago. Arriving at 1:45 p.m., I tried to order a Chicken Bowl but was told there was a 3-minute wait for black beans. During the wait, the Security Guard handed out free cups for drinks. After around 15 - 20 minutes, the beans were ready, but the line extended outside. Another menu item was unavailable, and customers waited for it too. Workers were seen moving in and out of the kitchen from the street, including the security guard. This was my first visit to this Chipotle location. Although I was wary of the area, I decided to try it. However, my experience was not positive. I didn't spot a manager on site. Hopefully, there will be improvements to avoid such a negative representation of the Chipotle Brand.

I have placed orders through the Chipotle app, and unfortunately, my orders have been incorrect on three separate occasions in the past month. I have reached out to the stores located in Boardman, Ohio, and Canfield, Ohio, but they have been unhelpful in resolving this issue. Their lack of customer service has left me very disappointed. At this point, I am considering not ordering from Chipotle again, whether through the app or in person. I don't want to continue wasting my money on incorrect orders. If anyone has any advice on how to address this problem, I would greatly appreciate it.

We encountered issues with your mobile app yesterday, resulting in 17 unauthorized charges due to a hack. Our email address was changed, preventing us from being notified of the transactions. Currently, we are unable to log in as the app claims it does not exist. We are concerned about the security of our credit card information and want assurance that this will not happen to others. In a single day, there were over $[redacted] in charges across 17 orders. The inability to reach customer service over the phone is frustrating, and we urge you to improve communication with customers. We are frustrated and considering contacting the local news. We have found better service with Qdoba.

We are another merchant located at [redacted] E Lancaster Ave, Wayne, PA 19[redacted], in the same shopping center as your store. On 4/2/19, one of your employees committed theft in our store, which was captured on video. We reported the incident to the police and they have identified the employee, serving her a subpoena. However, on 4/4/19, two more Chipotle employees visited our store, inquiring about the police visit and intimidating our staff. This has caused concern among my employees, fearing possible retaliation. Following the advice of the police, I will be filing another report. While I would expect your management to address this issue, I am uncertain if they are involved in causing these problems. Please reach out to me at [redacted] regarding this matter. - D. Conboy

On Thursday, April 3, [redacted], at 7:02 pm, I received a message from my DoorDasher informing me that they did not have my order. Despite already paying for my food, Chipotle explained there was a system error. They took my order at 7:20 pm and informed my DoorDasher about a 40-minute wait. By 8 pm, my DoorDasher said that Chipotle stopped making orders due to workers leaving the store, causing a delay. After several calls to Chipotle trying to get explanations and resolve the situation, my order was still not delivered. The lack of professionalism led to my DoorDasher leaving, and my frustration peaked when Chipotle allegedly sent my order to the wrong person. The back-and-forth calls with Chipotle resulted in no resolution, just unhelpful attitudes. I am seeking an apology, an investigation into their staff, and a refund for the undelivered food.

Last night, on 4/7/19, I visited the Chipotle on Cliff Road in Eagan, MN, and had an extremely disappointing experience. I ordered three meals, and each one was terrible. First, I ordered a chicken quesadilla that had a slimy and wet tortilla, with meat that tasted off. Next, I ordered a chicken burrito with peppers and onions, but they only gave me what was left in the pan, which had an odd taste. Lastly, I ordered a barbacoa bowl, but the meat was floating in water and full of fatty skin pieces. The guacamole was brown and the chips were greasy. The place seemed disorganized, and I felt there was no manager present considering the poor food quality. I would appreciate a refund of $26.35. Please send it to Cindy H., [redacted] Georgia Drive, Apple Valley, MN [redacted]. This was by far the worst food and experience I've had at Chipotle. Thank you, Cindy.

Yesterday when I went to Chipotle for dinner, I encountered some issues with their ingredient availability. They were out of small tortillas, fajita vegetables, vinaigrette, guacamole, and only had a limited amount of chicken. While I appreciate their use of fresh ingredients, I was frustrated by the lack of communication from the staff. I wish they had informed customers before they reached the section where these items were unavailable. It made for an uncomfortable experience to realize the missing ingredients only when I reached that stage in the line. I believe it would have been better if they had communicated this earlier, before customers began placing their order. I left feeling frustrated and think that Chipotle should work on informing customers in advance of any ingredient shortages to avoid such situations in the future.

Today, I noticed four unauthorized charges on my debit card statement from Chipotle online. I was alarmed to receive two order confirmation emails for purchases I didn't make, addressed to someone named "Jayden." When I attempted to remove my card from my Chipotle account, I encountered difficulties as the system claimed I didn't have an account. I've already informed my bank about this fraudulent activity and would appreciate your prompt attention to prevent any further occurrences. Thank you.

I ordered from Chipotle on Saturday, April 6th for Delivery using the app. Working at Garden State Plaza mall in New Jersey, I was too busy to pick it up. The app confirmed delivery by 6:21pm, but by 6:45pm, it hadn’t arrived. Checking the app showed a DoorDasher named Mitchell handling my order, which puzzled me as I used the Chipotle app. Mitchell ended up delivering it to the wrong place, leaving me frustrated. DoorDash instructed me to seek a refund from Chipotle, but the restaurant directed me back to DoorDash. They couldn't issue a refund as the charge was by Chipotle. This mishandling has left me annoyed; I just want a full refund for the undelivered order.

On 3/30/19, I accompanied my niece to Chipotle in Canton, MD at 11:30 am at her request. I was shocked by the level of uncleanliness in the store; it appeared to have not been cleaned for years. Despite my hesitation, my niece wished to remain, so we stayed. The filth was widespread, particularly under the drink station. The floors and tables were covered in dirt and food, with an overall lack of cleanliness. Upon inspection of the counter area, the condition of the sink was truly appalling. This experience has led me to decide never to dine at Chipotle again, and I will strongly advise my friends and family to avoid it as well.

Today during lunch at the Chipotle store on 75 and Forest Lane in Dallas, I experienced some unexpected issues. Despite arriving around 12:45, I encountered a long line of 10-15 customers ahead of me. As I got closer to the front after 10 minutes, I heard the staff informing customers that certain items were unavailable or not ready, such as guacamole, steak, and veggies. Feeling frustrated, I inquired about the steak, only to receive an uncertain response. Eventually, the manager noticed my concern and offered to comp my bowl. However, this whole ordeal took 22 minutes, and I found myself forgetting to request salsa and guac, essential toppings for my Chipotle meal.

I had a terrible experience at the location on [redacted] Donnell Drive, Forestville MD [redacted]. After ordering my food, the employee making my order went to the cashier and another worker, asking them to look at me and started laughing. I am a woman with masculine facial features, but their behavior made me feel very uncomfortable. I am considering filing a lawsuit if this situation is not addressed promptly.

On April 5, [redacted], I made an online order for pickup that amounted to $22. This morning, I noticed three unauthorized charges on my account from your company, resulting in overdraft fees and a negative balance. The charges occurred yesterday, with amounts of $17.53, $16.59, and $17.76. I urgently need this matter resolved promptly. Thank you.

I placed an order for delivery through the Chipotle app. While waiting at the specified location, I noticed the driver was running late. I attempted to contact the driver via phone, but encountered difficulty hearing each other which led to the call being disconnected. Subsequently, I received a missed call from DoorDash customer service. Upon my prompt return call, they managed to reach the driver to inquire about the food's whereabouts. Unfortunately, they informed me that the delivery was marked as completed because they were unable to reach me. Surprisingly, the driver had given my food away claiming to have given it to the homeless before heading home.

During my visit to the Chipotle in Obetz, Ohio, I discovered a gray piece in my chicken burrito that resembled something other than chicken. When I contacted the store, the individual I spoke with seemed dismissive and doubted my experience, despite my willingness to return the item in a Ziploc bag. I am not seeking a refund but rather wish to ensure the safety of others by bringing this to your attention. I am prepared to send the questionable piece of food for further investigation, as the situation is concerning. Please provide me with a mailing address so that I can send the specimen for analysis promptly.

During my visit to [redacted] Von Schilling Dr in Hampton, VA, I purchased three salads but was disappointed with the service. The employee handling my order was not only rude but also unhygienic. I observed her handling my lettuce and chicken with the same gloves, and even worse, she dripped water from a hot plate onto my food. This unsanitary handling of food was unacceptable. I left the store feeling dissatisfied and concerned about the lack of proper food service practices. It is imperative for the management of the store to address these issues and ensure that employees are trained in providing sanitary food service to customers.