Chipotle Mexican Grill, Inc. Customer Service Issues

I placed an order for delivery today through chipotle.com, with DoorDash as the delivery service. After an hour, I checked on the delivery and saw it was in a different area. I tried contacting the driver but was hung up on. DoorDash couldn't reach the merchant either. Chipotle was informed, and they mentioned a refund would be processed. When I called the Chipotle on 161st in the Bronx, I spoke with manager A. who said there was nothing he could do. He explained Chipotle only gets paid two days after an order is made. I spent $41, didn't get my food, and now I'm being told to deal with DoorDash. This experience was unprofessional, and I won't order delivery again. I request a refund, as this situation was mishandled, leaving my family hungry and out of options. Bogus

I dined at Chipotle at [redacted] NW Loop [redacted], San Antonio on June 21st at 6:30pm. I ordered a chicken salad, while my wife had vegetarian sofritas. By 3am the following night, I experienced severe vomiting, while my wife felt fine. We are certain the chicken in my salad caused the food poisoning. Today, June 22nd, was meant to be a $[redacted] sales day for me, but I couldn't work due to being sick in bed. I hope Chipotle corporate will reach out to me to address this issue before I take further action. Missing work and suffering because of improperly prepared food is disappointing. You can contact me at [redacted]. Thank you, Jared Crebs.

I have eaten Chipotle over [redacted] times, but recently started using the app for its convenience. Despite loving the option to save my favorite order, I recently ordered 2 chicken bowls with guac, only to find they forgot the chips that were part of my order. When I called to address this, an employee named Talia seemed careless and rude. Instead of offering a solution, she directed me to get a refund online. No apology was given, and the call ended awkwardly. I would appreciate it if the chips could be credited to my account for my next purchase or a refund. Thank you.

I placed an order for delivery through Doordash on June 13th. Unfortunately, there was an error where the wrong Doordash driver picked up my order, leading to me not receiving it. While I understand this was Doordash's mistake and have reached out to them, I also contacted Chipotle directly regarding the issue. Initially, I was assured I would receive a refund, but after a few days passed without it arriving, I called Chipotle again. They said they would resubmit the request for my refund. However, up to now, the $13.36 refund has not been processed. I have been patient in waiting for this resolution, but the lack of follow-through from Chipotle is disappointing. I hope to receive the refund soon, as promised, or I may need to escalate my complaint further.

On Monday, July 1, [redacted], my family and I visited the Chipotle at [redacted] Mt Zion Road in Morrow, GA [redacted] and it was a truly unpleasant experience. The store was in a very poor state of cleanliness. The floors were dirty and needed sweeping, the trash cans were overflowing even in the kitchen area. Empty food containers were being haphazardly stacked on the work table as they were changed out, a practice I had never witnessed at a Chipotle before. The serving area had food particles left around it, and the drink area was visibly dirty with residue from customers filling their drinks. The bathroom was also in need of attention. The outdoor eating area was littered with napkins and paper, showing signs of neglect. Despite the posted health score of 92, which surprised me, on that day it felt like it should have been much lower. When I inquired about the store number to contact corporate, the staff were not able to provide it promptly. If I were the franchise owner, I would seriously consider revoking this store's license due to the poor conditions.

Today for lunch, I ordered a chicken bowl with Queso and chips. Unfortunately, the bowl was messy, covering my desk and sleeve with sour cream. The queso was gritty and the chips were stale, lacking flavor. A coworker also had an issue with her flavorless and mushy rice. I am a huge Chipotle fan, but I was disappointed with the food and service today.

Hello, I wanted to make you aware of the significant reduction in the amount of food being served at the St. Clair West and Dundas location. As a vegetarian who avoids beans and rice, the sofritas dish is mostly water, which they count as part of the meal. When I requested more because of the excessive water content and explained I didn't take any carbs or tortillas, I was told I would have to pay extra. This has been a recurring issue for me on every visit in the past month. As a long-time Chipotle customer, I find it unfair to pay $11 for a meal and receive insufficient protein without feeling like I'm being treated unfairly. I had a particularly disappointing experience during my last visit where I spent over $30 on multiple meals. Due to the lack of value for the money spent, I have decided to stop patronizing Chipotle. Thank you, Rita

Yesterday, on July 14, [redacted], around 9:40 PM, I visited Chipotle with a friend at the 55th St. location in Chicago. Unfortunately, our experience was disappointing. When placing our order, the staff member was rude, rushed, and made mistakes with our food. I asked for no sour cream in my bowl, but it was added anyway and then thrown away when I couldn't eat it. Then, I was given a minimal amount of beans and steak, with the server insisting I pay extra for more meat. After a frustrating interaction, I decided to cancel my order as I felt the service was unacceptable. I witnessed other orders being mishandled as well, with food ending up in the trash. This experience was far from the usual positive experiences I have had at other Chipotle locations. I hope that this feedback leads to improvements in customer service to maintain the loyalty of patrons.

The Chipotle at Towers Mall in Roanoke, VA has been consistently running out of several items during my recent visits. On one occasion, they were out of cheese, queso, lettuce, and chicken. This has become a common occurrence, and it's frustrating to wait in line only to discover the item I wanted isn't available. I used to be a regular customer, ordering takeout multiple times a week, but now I find myself going maybe once a month. Even my kids, who visit regularly, have encountered the same issues, especially at night when it seems like employees are already closing up shop before the stated closing time. These ongoing problems suggest there may be a management issue that needs to be addressed.

My family visited the Chipotle in Montgomeryville, PA, for dinner tonight. We are long-time Chipotle customers. It was surprising to hear they were out of lettuce and cheese. After waiting 15 minutes in line, we were told our kids couldn't have double cheese with their kids' meal due to running out of cheese again. This kind of service is disappointing. How can a Mexican food place run out of basic toppings and impose a "cheese limit"? This isn't the first issue we've encountered - like ordering salads with dressing and receiving none. The Montgomeryville store seems to be struggling. We hope to continue as customers, but Chipotle isn't our only option. How will you address these ongoing problems to retain our loyalty?

Please review the Chipotle restaurant located at [redacted] El Camino Real, Ste C, Santa Clara, CA [redacted] on Yelp.com. The manager and staff at this location could benefit from additional training to enhance their service quality as it falls below the standards of other Chipotle stores. Visit Yelp.com to see the customer feedback, where this restaurant has an average rating of 2 out of 5 stars. Personally, I have experienced poor service here on multiple occasions, such as on 7/18/[redacted] around 9 p.m. The food trays were half empty, and the servers were unable to accommodate a vegetarian burrito request, directing me to the manager at the cash register. Unfortunately, the manager's response was defensive, indicating a lack of acknowledgement towards the issue.

Dear forum members, On Saturday, July 20th, I visited the Chipotle in Holmdel, NJ. I was disappointed with the service I received. Despite waiting in line to order, I was not acknowledged while others who arrived after me were served first. Even after finally getting my food, I had to wait again to pay as the workers seemed more focused on chatting than assisting customers. To make matters worse, a customer who ordered online was served before me, despite me waiting to pay. It's a shame because the food was good, but the poor customer service experience overshadowed it. Sadly, this will be my first and last visit to Chipotle. Thank you, Donna Banfitch

I had a brief stint working at Chipotle for two days and was let go because of a mistake with a burrito. The manager's behavior was unprofessional and disrespectful. Despite promises of mailing my paycheck, I haven't received it even after several weeks. My aunt contacted the manager only to be met with rudeness and claims of having no superior to address the issue to. When I followed up, the manager was once again disrespectful. I find her conduct appalling and believe that others may share similar experiences. I am eager for prompt action and request contact from corporate to address this matter urgently. The location in question is Chipotle at Jefferson St, San Francisco, CA.

I have been trying to resolve an issue I had at a store. Initially, they mentioned sending me vouchers or coupons, which I never received. After calling again, they advised me to submit a request online instead. However, my attempt online was unsuccessful because I had already completed a survey using the receipt number. I spent $24 on food that arrived ice cold and was unsatisfactory. Despite assurances from customer service, nothing has been sent to rectify the situation. They directed me to contact them on their website, but I encountered issues due to the previous survey entry. Now I am seeking assistance to dispute this receipt. Thank you.

I recently visited Chipotle in Enfield, Connecticut, for the second time in two months, only to find that they were out of vinaigrette dressing again. This also happened to me three times at the Manchester, Connecticut location in the past two months. I noticed that two out of the six times this happened, they mentioned that their blender was broken. I believe having a spare blender on hand or the manager purchasing one nearby would be a simple solution. The dressing is essential to the salads, and this inconsistency in availability is disappointing. I visit either the Enfield or Manchester location once or twice a week, and I think it's crucial for every store to have backup equipment in case of an issue like this. I hope to see an improvement in customer service. Thank you for your attention to this matter.

My party visited Chipotle on Santa Monica Promenade around 7 pm on July 30th. While eating outside, I slipped on a wet floor, almost falling and injuring my arm, which started bleeding. The manager, aware of the ongoing issue caused by a neighboring restaurant, mentioned they were waiting for authorization to address the leak. This delay in fixing the dangerously wet floor is concerning. I believe immediate action should be taken. I would appreciate some compensation, like coupons, as an apology for the incident, allowing me to dine there again on a dry surface. I was otherwise pleased with the food. Thank you.

I waited a total of 38 minutes in line today, and unfortunately, I was not served. I ordered two salads and requested taco lettuce, but was informed they only had a different type of lettuce available. The lettuce pieces were too large, so I politely asked the staff to cut them. Instead of assisting me promptly, the staff member decided to serve customers behind me first, which made me feel ignored and disrespected. Despite waiting for 10 additional minutes and watching other customers being served, I was left feeling frustrated. My family and I frequent Chipotle regularly in various locations, but this experience at the East Cobb-Marietta, GA branch left me upset. There seemed to be staffing issues at the restaurant, as mentioned by the cashier. I hope Chipotle can address this situation to ensure better service in the future.

I have frequently used your app to order food for pickup at a specific time, yet for the third time in recent weeks, my order was not started when I arrived, despite submitting the order more than thirty minutes in advance. When seeking assistance on the last occasion, my wife was told to "relax" and that they were preparing the order. This experience was quite frustrating as we value efficiency. It seems counterintuitive to have an app for customer convenience only to underperform in fulfilling orders promptly. Moreover, the response received seemed dismissive and unhelpful. Attempting to address this at a corporate level, my wife waited on hold for 45 minutes without an answer, which led to further disappointment. The lack of support both in-store and at a higher level is disheartening. As a frequenter of Chipotle due to my kids' preferences, I am compelled to divest from my Chipotle stock following this unsatisfactory experience.

I placed an order through the Saugus, MA store's app, only to be informed later that they were out of guacamole. They were unable to provide a refund and directed me to contact the website. Despite my efforts to reach out online, I have not received a refund yet. As a customer, I believe it is the responsibility of the store to ensure refunds are processed promptly without the customer having to chase them. I am open to receiving a credit for the order I made on August 2 at 7:15. Moving forward, the store should establish a more efficient system for addressing such issues or ideally, avoid running out of guacamole, a staple item. This has not been the first instance of this store running out of guacamole, indicating a need for better preparation in the future.

I am a devoted customer of Chipotle and visit weekly due to my son's food allergies. Typically, we are accommodated, but during our recent visit to the Moorestown NJ location, manager Vanessa refused to provide guacamole for my son's meal. She proceeded to yell at us, causing my son to cry. This behavior was unacceptable, especially since my son has special dietary needs. I have never encountered such resistance at any other Chipotle location. I am reaching out to corporate to address this unfortunate incident. Please contact me at [redacted] or [redacted] Thank you for your consideration. - Cheri Cutler