Chipotle Mexican Grill, Inc. Customer Service Issues

Hello, I recently discovered unauthorized charges on my checking account related to Chipotle made through my online account. On 4/30, I physically visited a Chipotle store but did not use online ordering. However, on the same day, someone used my saved debit card information on my Chipotle account to place a $91.41 order. The perpetrator changed the account's associated email, making it impossible for me to access it and review the suspicious transactions. I am concerned about how my account was compromised and what measures Chipotle has in place to prevent such fraudulent activity. I am also seeking guidance on the possibility of reimbursement for these unauthorized charges. I hope to receive a prompt response on this matter.

Using the app, I placed an order that wasn't ready on time. We were then told that the guacamole we ordered would take 45 minutes. This happened on 5/5, of all days, Cinco de Mayo. This makes it my third try to get a refund for the item we didn't get. The manager mentioned that the store can't refund app orders. I've tried calling customer service, but the call got disconnected due to high volume.

I visited your Marina Del Ray, California store and purchased a chicken bowl to go. However, upon tasting it, I found that it lacked the usual freshness and had an excessive amount of salt, which was disappointing. I didn't keep the receipt as the food is usually great. Unfortunately, I can't return for a replacement since I'm out of time. Could you please process a refund for me? I paid with my Bank of America debit card ending in [redacted]. Thanks, A.Z.

My name is Karan Virani, and I reside in Seattle. Today, on the 10th of May, my account was compromised. The hacker used my payment details to place an unauthorized order at Chipotle using my card. I received an email notification with the following details: The order was placed on May 10th at 1:43 pm, delivered to [redacted] 34th St, New York, [redacted], ordered from Long Island City at [redacted] Jackson Ave, NY, 11[redacted], totaling $33.47. Since I did not make this purchase, I am requesting a refund from Chipotle. I have removed my payment card from my account and blocked the card. Being a loyal customer, I would like Chipotle to address this issue promptly by refunding me $34 through a gift card or other means. I am eager for a customer service representative to contact me regarding this matter. Thank you.

Subject: Unauthorized Charge Dispute at Chipotle Good evening, I am reaching out for the third time attempting to contact Chipotle regarding an issue I am facing. On 5/13, an order was placed by a Mike Gorman using my credit card ending in [redacted] for the amount of $70.70 at the Chipotle located at [redacted] S De Anza Blvd, Cupertino, CA, without my authorization. I suspect there may have been a system glitch or a potential security breach on your end, as I also reside at [redacted] McClellan Rd., Cupertino, CA [redacted]. Despite numerous attempts to contact the restaurant directly at [redacted], I have been unable to resolve this matter. I kindly request to have the unauthorized charges reversed as soon as possible. Thank you, Mike G.

I am reaching out regarding a refund for an online order made on 4/26/19 for Retail S17 at [redacted] Erwin Rd, Durham, NC. The order total of $[redacted].75 was charged to my Visa ending in [redacted] by Barb Waters-Pick for a future delivery. Unfortunately, Chipotle does not accept orders for future dates and the order was canceled, yet I was still charged. Despite speaking with the store manager on 5/12/19, I was informed that only the corporate office can process the refund. The manager directed me to call "1 [redacted] CHIPOTLE," which turned out to be an invalid number. I initially requested a callback from the manager two weeks ago but never received one. Your prompt attention to this matter would be greatly appreciated. Thank you for your help. Lenette Whitworth

I have been purchasing three-piece chicken bowls for my children for years, paying $6.60 for each bowl. Today, on Sunday, May 19th, I bought three identical bowls from the Almaden/Blossom Hill store and was charged $8.50 per bowl. When I inquired about the price difference, the young man who appeared to be the manager rudely refused to provide an explanation. As a 50-year-old senior executive and family man, I was appalled by this poor customer service experience. I suspect I may have been overcharged or taken advantage of. I expect to be treated with respect and dignity when dealing with customer service. I am hoping for a swift resolution to this matter.

I recently visited the Chipotle at [redacted] NW 67th Ave, Hialeah, FL [redacted], on 5/19/19, and experienced extremely poor customer service. Upon arrival, there were only two servers and a cashier managing a line of about five customers, which soon grew larger. Despite the increasing crowd, the staff did not call for additional help or involve the manager, leading to a long 25-minute wait. The cashier ended up mixing up my order and was impolite when I requested to speak to a manager. The manager, Rocio Viso, was also unhelpful and exhibited rude behavior. Moreover, the establishment was untidy with food remnants scattered around, flies buzzing, and overflowing garbage outside. This experience was disappointing, and I do not plan on returning to this location.

I visited Chipotle at [redacted] C Colerain Avenue, Cincinnati, OH [redacted] at 8 p.m. after work for a carry-out burrito. I ordered a burrito with extra rice, fajita veggies, both beans, chicken, tomatoes, cheese, corn, lettuce, and a side of hot sauce and sour cream. Unfortunately, the cashier rang up the chicken burrito and two side items separately. When I inquired about this, they insisted that the two sides were not part of the burrito. I asked to speak to the manager, but the server claimed to be the manager and insisted that I pay for the sides or go without. Ultimately, I had them put the sides on top of my burrito, but they said it was already too big. I ended up sharing the burrito with my family, who did not like the sour cream or spice. I feel disappointed by the way I was treated and am considering sharing the recorded video on Twitter to let other customers know about my experience.

I canceled an order for the Vallejo location over the phone. I initially placed the order online, but I have not received a refund. Unfortunately, customer service has been unreachable, which is frustrating. I'm being charged $20 for food that I never received, and I feel like I'm being taken advantage of. I truly need a full refund promptly. I possess the order number, store location, and the name of the manager on duty. If necessary, I will escalate this issue to your head office and the Better Business Bureau. I am prepared to dispute the charges with my bank if the refund is not processed promptly.

I went to grab lunch to go at a Chipotle location in Atlanta, GA. Unfortunately, the service was subpar. Despite there being 8 employees working while the restaurant was nearly empty, I wasn't greeted promptly and the staff seemed lazy. When I asked about the lack of certain ingredients, they were unprepared and unhelpful. The checkout experience was rushed, and the employee was dismissive, failing to provide napkins and utensils. This experience was disappointing, and I have a receipt as evidence. The location visited was Chipotle at [redacted] 17th Street NW, Atlanta, GA [redacted]. I can provide a photo of the receipt if needed.

I placed an order on the app yesterday at the Chipotle in Danville, CA. The $[redacted] order was collected by my associate. Sadly, the order was incorrect. They neglected every chip order, including numerous large chip orders, as well as several drink orders. Despite payment, extra cheese and guacamole were missing. I spoke with the manager who admitted the mistake and offered to fix it if I returned, but we were unable to at the time due to work commitments. I attempted to contact Chipotle through their website yesterday but received no response. Today, I tried calling through GetHuman, but was directed back to the website due to high call volume. I am disappointed with this level of customer service. Feel free to reach out to me at [redacted] if necessary.

I attempted to order a couple of large cheese quesadillas and other items using your app. Unfortunately, these options were not available. Even after trying to order through the automated system, I couldn't find them. When I spoke to a representative, they explained that the app hasn't been updated to allow for ordering just the quesadillas. The agent mentioned I could place an order for the other items and get the quesadillas separately in-store. I explained that my 12-year-old would be picking up the order and that I wouldn't be present at the store. The representative stated they couldn't accept my daughter using my credit card, which surprised me. I clarified that I intended to prepay through the app and she eventually agreed to take the quesadilla order over the phone as a one-time exception. I found the whole situation frustrating because my children enjoy the quesadillas but aren't interested in other sides. I hope the system can be updated for a smoother ordering process. Thank you. - Amanda

I am extremely disappointed with my recent online order experience at the [redacted] Alabama Ave location in southeast, DC. I purchased two bowls and was dismayed by the poor quality of the food. The lettuce was wilted, the rice was hard and cold, and the guacamole had turned brown. Despite my attempt to reach out to the manager, I was put on hold for thirty minutes before giving up. I even have pictures of the unacceptable meal. It is frustrating to receive such subpar service, especially when I cannot afford to keep ordering food. I hope this issue can be addressed promptly.

I visited the store today and patiently waited in line. There was only one couple ahead of me, and no one behind me. The employee informed me they had to prioritize an online order, asking me to wait. Unfortunately, I couldn't stay as I had a conference call during my lunch break in 20 minutes. Despite explaining this, they proceeded with the online order. This has been a recurring issue at this location, despite its convenience for me as I work nearby. Today's experience was the final straw, and I will be taking my business elsewhere. This incident at the Mercato location in Naples, Florida, has led to the loss of my business five days a week.

As a long-time Chipotle patron, I've noticed a significant increase in the spiciness level of your food. It seems as though Chipotle assumes all Mexican food enthusiasts enjoy intensely spicy dishes, which is not the case for everyone. Some customers, like myself, prefer milder options without overwhelming levels of spice. To maintain my loyalty as a customer, I urge Chipotle to provide a choice between mild and spicy meats so that all patrons can continue to savor your offerings. The heat in the Chicken Bowl I ordered today was particularly intense, and I kindly request that this trend be reconsidered. Your attention to this matter is greatly appreciated. -Doug V., San Diego, CA

I recently ordered $18.50 worth of food through the app but canceled it within a minute. I was informed by the manager that I need to request a refund here. The store is located on Pennsylvania Ave in Towson. I have tried calling the number ending in [redacted] multiple times, but I keep getting disconnected. Despite speaking with the store manager, he mentioned that he couldn't assist and advised me to seek help through this platform. I am feeling frustrated and disappointed with this experience and likely will not be using the app or visiting Chipotle again due to this issue.

I visited [redacted] N John Young Pkwy, Kissimmee, FL [redacted] on Sat 6/15/19 and had never experienced any issues before. However, this time the service was absolutely terrible. The location was filled with noisy and unprofessional teenagers, lacking in customer service. Shockingly, they were out of cheese and chips. It's baffling that a popular chain like Chipotle was not adequately stocked. The staff provided incorrect details on prices and guacamole sizes. I had to constantly ask for assistance throughout my visit. The girl at the register was unhelpful, leaving customers waiting in line. The lack of managerial intervention was disappointing. Overall, the poor service made me consider leaving without paying. Extremely dissatisfied with the experience.

I placed an internet order at Regency Square Location on 6/18/[redacted], and it was supposed to be ready by 6:15 pm, which it was. During a previous order (date uncertain), Guacamole and Chips were missing. I showed the internet order photo to an employee, who called the Supervisor/Manager. Although the photo didn't specify the location, date, or time of the prior order, I pointed out the missing items. The Supervisor seemed reluctant but eventually provided the Guacamole and Chips, mentioning a 48-hour window for correcting mistakes, despite the receipt indicating to pick up the missing items on the next visit without a time constraint. This experience could be a learning opportunity for the staff. Thank you for your attention. Best, F.H. [redacted]

During my visit to Chipotle at [redacted] Woodmore Center Drive in Lanham, MD on June 17, [redacted], I encountered exceptionally poor customer service. I ordered 3 burrito bowls totaling $28.78 and questioned the amount charged by the cashier. She mistakenly added extra chicken to one bowl, which I hadn't requested. This led to a dispute over a missing dollar in change. The cashier, with a dismissive attitude, involved the manager who proceeded to recount the transaction in detail. Despite my repeated request for a refund instead of the food, the manager failed to react promptly or offer an apology for the errors made. The entire ordeal lasted approximately 25 minutes without any resolution or acknowledgment of the inconvenience caused. The overall lack of customer care and professionalism displayed during this incident was truly disappointing.