Chipotle Mexican Grill, Inc. Customer Service Issues

As an employee at Chipotle Mexican Grill located at [redacted] Blossom Hill Rd, San Jose, CA [redacted], under the management of Cecilia Aguirre, I was initially promised 30-40 hours weekly. After an unfortunate electric scooter incident caused me to miss two days of work, I noticed a drastic reduction in my hours to 17-19 per week. Despite discussing this with my manager several times, she failed to provide a satisfactory explanation or adjust my hours accordingly. Recently, due to a stomach ulcer leading to a day off, my hours were further cut to 12. Surprisingly, my workday account shows "terminated," although I can still schedule shifts and clock in. I feel unfairly targeted for injuries that were beyond my control and, if indeed terminated, it was unwarranted as no formal communication or reason was given. This treatment leaves me feeling unappreciated and mistreated as a dedicated team member at Chipotle.

I placed an online order and paid for two bags of chips that were missing when I picked up my order. The restaurant advised me to seek a refund on Chipotle.com. I submitted a refund request four times over four days and received no response. After contacting the restaurant, the manager promised to address the issue with customer service, but no follow-up occurred. When attempting to contact Chipotle directly, I found it challenging to reach customer service. After navigating through the system, I eventually spoke to someone in accounts payable, who directed me to customer service. Despite providing all my details, the refund for the chips has not been issued. I understand that it's a minor amount, but it's frustrating to pay for items I didn't receive.

I am disappointed to report that this issue has occurred to me for the fourth time while ordering delivery using the Chipotle app. Being a loyal customer for over a decade and a regular consumer of Chipotle's offerings, I estimate spending at least $2,[redacted] yearly on Chipotle, visiting three times per week on average, and opting for double meat each time. Despite enduring previous health controversies at Chipotle locations, such as the E.coli incidents, this continuous problem during app deliveries is concerning. In each instance, involving orders of two or more meals, mistakes ranged from receiving the wrong order, fewer meals than purchased, to overcooked food. Addressing the delivery personnel promptly did not yield favorable results in three out of four occurrences. While I understand that occasional errors can happen, experiencing this four times within a few months is unacceptable. Expecting better service from Chipotle, I kindly request this matter be escalated to a manager or supervisor capable of resolving this issue effectively. Merely receiving a refund for one erroneous order does not rectify the recurring problem at hand.

I placed an online order at the Chipotle in Williamsburg, VA. Upon arrival, the food wasn't ready, and they were out of cheese. The staff couldn't give an estimated wait time, so we left without the cheese. The packaging was also poorly done, with unsecured tops causing the bag to fall apart in the car. One of the bowls had corn which I'm allergic to. I spoke with the supervisor, Ty, who mentioned getting a refund online since the payment was made online. I am disappointed with this experience and hope for a resolution.

I am very disappointed. I placed a delivery order through the Chipotle app, but received the wrong order. When I called the store to complain, the employee hung up on me and rudely dismissed me without offering any credit. After being disconnected twice, I finally spoke to the unhelpful manager who was also rude and did not offer any compensation unless I specifically asked for it. I rely on ordering through YOUR app as a nanny who can't leave work, and now I am left hungry and frustrated. This experience has left me feeling disrespected, especially since I am a regular customer who purchases from you weekly. I am now out $30 and unable to afford to order more food online. This poor service has me reconsidering future orders and I intend to share this negative experience with my friends and family.

Working at Chipotle in a high-volume store presents challenges due to being consistently understaffed, resulting in overwhelming online orders. Despite the Aloha system having an estimated time option, it does not effectively control the influx of orders. This leads to customers and delivery services waiting excessively for their orders, impacting both in-store customers and employees. The issue persists, causing stress and dissatisfaction among the team. There's a struggle to manage the orders efficiently, even with the TOS line, as the workload exceeds the capacity. A solution is imperative to balance the order flow and reduce the strain on employees. It is concerning that the current system prioritizes quantity over quality service and employee well-being. Urgent action is needed to address these operational challenges. A dialogue with corporate to improve the system's order regulation and adjust pick-up times would significantly relieve the strain on the team. A swift resolution is necessary to enhance the working environment and maintain customer satisfaction.

I dined at Chipotle on [redacted] Constitution Drive in Virginia Beach last night. While the food was enjoyable, the restaurant was not well maintained. Tables were dirty and had previous customer's leftover food on them. The cash register counter and soda area were also unclean, lacking drink tops and straws. The ladies' room was not attended to properly. I notified the Manager, but I am unsure if the issues will be addressed since she was present when the mess occurred. I believe there should be a higher standard for cleanliness and appearance.

I ordered a bowl and chips for my husband but was disappointed as the pork was mostly fat with little meat. We usually enjoy eating at this place, but this experience was below our expectations. The address is [redacted] N. Beverly Dr. in Beverly Hills, CA. The date of the incident is 4/25/19. The host was Jakeline and our order was #[redacted] at 1:27, paid in cash. I am hoping for a refund or a replacement meal that meets the usual standard we are accustomed to. Thank you.

During my visit to your restaurant on April 25, [redacted], I encountered some issues with the portion sizes provided by your employees. As a vegetarian, I appreciate the options your restaurant offers and usually order a veggie bowl and a veggie burrito. While I receive a generous portion of rice, I have consistently received a smaller portion of beans, which are essential for my protein intake. I always request a full spoon of beans, but often receive only half a spoon. I do not include cheese in my order, only rice, beans, lettuce, corn, tomatoes, and guacamole. I frequent your establishment weekly and spend around $20 each time. I believe customers should receive better treatment, as we are the ones who support the business. I have already spoken with Manager Tony Simmons at the 87th Street location in Chicago, and despite his explanation of the company policy regarding portions, the issue persists. If this problem continues, I may have to reconsider patronizing your restaurants. I hope we can resolve this matter promptly. Thank you, MC. P.S. Similar incidents have occurred at the 63rd and Halsted location in Chicago, Illinois.

I recently dined at Chipotle in North Brunswick, NJ on Route 1 with a group of 8 people. One of the orders was a cheese quesadilla for my 6-year-old child. Unfortunately, when I received the quesadilla, it was burnt from being left in the toaster. I asked for a replacement and was informed it would be brought to our table when ready. After waiting for some time and not receiving the replacement, I inquired at the cashier and was met with confusion among the staff. Eventually, the quesadilla was remade, but this time the cheese was not even melted. It was a disappointing experience overall, considering the number of staff present. I have photos of the issues I encountered and hope that the management can address the lack of attention to detail in preparing orders. This visit has left me dissatisfied, and I am unsure if I will return to this location in the future.

I recently purchased chips and salsa from your Christiana Mall location in Newark, DE, and had an extremely disappointing customer service experience. The staff was unhelpful and appeared disinterested. When I tried to exchange my stale chips, the employee ignored me and moved on to the next customer. In the end, I had to ask for a refund without any communication from the staff. This was my first negative experience at Chipotle, and I was left dissatisfied with no manager to address my concerns. I tried contacting customer service, but the phone line disconnected while I was on hold. I hope you can address these issues before losing loyal customers like me. Thank you for your attention to this matter.

I am very disappointed with the recent experience at the Chipotle on Campbell Blvd. in White Marsh, MD. This is the second time in less than a month that we have encountered issues there. Yesterday, they were out of sour cream, guacamole, and even forks after we had already placed and paid for our order. When I requested to speak with the manager, he did not provide any helpful assistance. It is essential for the manager to ensure that the restaurant is properly stocked and staffed to avoid such situations, and to handle them professionally by apologizing and offering a solution or compensation to the customer. This lack of customer service reflects poorly on the franchise. Previously, they were also out of chicken which led us to opt for Qdoba across the street, a place that values its customers and maintains ingredient availability. We have been loyal Chipotle customers for years, however, if these issues persist, we may switch to Qdoba. I hope to receive a response to my concerns and some form of compensation such as a gift card or vouchers to continue our patronage. Thank you for addressing this matter.

This is my third attempt to reach out to you with no response. I went to pick up my order at the designated location, but upon arrival, I discovered there was no chipotle sauce available - the main reason I choose Chipotle. When I asked for a refund, the employee who came from the kitchen said she couldn't process it as I ordered online. She advised me to contact customer service for a possible refund. I was taken aback by her response and felt her attitude was disrespectful as she abruptly ended our conversation and walked away. All I am asking for is a refund since I couldn't get what I wanted. I left the untouched food at the store.

On May 2nd, my colleague picked up four meals from Chipotle in Madison Heights, MI. Despite ordering guacamole on three meals, none was provided. The chips were stale, making them inedible, and the overall food temperature was cold. When I called to address the issue, I was rudely informed that I needed to present a receipt for guacamole. The customer service was lacking, and it's disappointing, considering my workplace, a nearby Chevy dealership, has been a regular customer at this Chipotle.

I am seeking assistance in obtaining a formal letter stating my employment termination from Chipotle. I reached out to my former store, and while they provided a letter, it lacks the Chipotle letterhead. This issue is affecting my Section 8 housing, and I urgently require proof of my employment status. I have been unsuccessful in obtaining a letter with the official Chipotle letterhead despite multiple attempts at the store. The current plain letter provided only includes my hiring and termination dates, which is perceived as insufficient for verification by the authorities. I need guidance on who to contact to secure an appropriate letter promptly to prevent homelessness. Your support is greatly appreciated.

I have been a loyal customer of Chipotle since your opening. Usually, I order a chicken taco with rice, beans, hot salsa on the side, cheese, and lettuce. I recently had an upsetting encounter with David, a recently promoted manager at the Capitola, CA store. David accused me in front of other customers and employees of cheating by stealing salsa and food, claiming this has been going on for two years. Despite addressing this with other managers, the issue persists whenever David is involved. I feel discriminated against and humiliated by his actions. His behavior is unacceptable, and he should face consequences for his unprofessional conduct. Bogus.

I have been a loyal customer of Chipotle since the store opened. My usual order is one taco with rice, beans, and chicken. Recently, I had an unfortunate incident at the Capitola, CA store involving a manager named David. He accused me in front of other customers of cheating the system by taking extra salsa and food without paying for it, which is not true. This is not the first time this has occurred, and despite speaking to other managers, the issue persists with David. I feel discriminated against and humiliated by his actions. It is unacceptable for someone in a manager position to mistreat customers and abuse their power. I urge Chipotle to take action against David for his behavior. This situation could escalate to legal action if not addressed appropriately. My name is Carlos Hernández.

I ordered a kids' quesadilla meal, but it arrived with an empty tray, missing the quesadilla and chocolate milk. The barbacoa bowl looked poorly assembled. No utensils or napkins were included. Clarissa couldn't resolve the issue over the phone, claiming I had it delivered, but it was through the app. When asked for a replacement, she directed me to email Chipotle. It's frustrating that Clarissa acknowledged the mistake but couldn't help.

I received a notification from my bank about a $79.41 charge for a Chipotle delivery in NYC on 2/22/[redacted], which was not authorized by me. I have been abroad in Madrid, Spain since 1/9/[redacted] and won't be back at Syracuse University until 5/14/[redacted]. Due to my location, my grandmother, Connie S., helped by contacting Kristen, the manager at Syracuse Chipotle, who verified the charge and promised a refund. Customer service rep Tyler M. provided his contact info via email, but the number he provided doesn't work. I kindly request the refund of $79.41 and can be reached at [redacted] Thank you for addressing this issue. Jett C.

While waiting in line, I witnessed multiple instances of raw chicken cross-contamination that concerned me greatly. A female worker, wearing gloves, transferred raw chicken to the grill, then used the same gloved hand to touch a plastic chicken bag that was thrown in the trash and then placed a chicken pan near the cooked chicken chopping area. Another worker, without gloves, handled the same pan that the raw chicken glove had touched, moved it around, grabbed other pans, and even adjusted the timer for the chicken. The female worker later removed her gloves, washed her hands briefly, used a paper towel to push down the raw chicken in the trash, only to put on contaminated gloves again by touching the fingers with her raw chicken hands. The male worker did the same, contaminating the gloves by touching them with raw chicken juice. It would be comforting to know that training in food safety is improved and that higher standards are enforced across all stores.