Chipotle Mexican Grill, Inc. Customer Service Issues

I recently visited the new Chipotle location at [redacted] S Christopher Columbus Boulevard in the [redacted] area and had an unpleasant experience. My husband and I ordered burrito bowls, and we were surprised by the additional charges for guacamole and extra meat. Despite having $15 and $7 gift cards on my phone, the cashier claimed they were empty after I scanned them, even though a receipt showed a balance of $0. The situation was frustrating, and even after speaking to two managers, they couldn't provide a satisfactory explanation. This incident has made me hesitant to visit this particular Chipotle branch again. I had a similar experience at a different location in center city six months ago, where I also faced issues with gift cards. Such incidents can be frustrating, and I hope Chipotle improves their payment system to avoid such confusion in the future.

This is the third time my food order was incorrect from Chipotle. Despite calling the store, the manager, Christian, was unhelpful. Due to my demanding work schedule as a dispatcher, I rely on delivery services. Unfortunately, Chipotle consistently messes up my orders. I am frustrated as I enjoy their food but can't tolerate these mistakes. I demand a callback from them to address this issue. I'm disappointed to have paid for food I can't eat and to have encountered a rude manager. If I don't hear back soon, I will inform everyone I know to avoid Chipotle. Please call me, Carol D., at 1-[redacted]. The recurring errors in my orders have led me to reconsider eating there in the future.

On September 8, [redacted], I asked for additional condiments like fajitas, cheese, and corn for my chicken bowl. The staff informed me that each extra condiment would cost $0.90. I requested to see the updated menu with the new charges. Chipotle mentioned that these prices were set by corporate, and no official document was provided to them, only a verbal agreement. Can someone confirm if this is correct? Are customers now being charged for extra condiments that used to be complimentary?

Last night, the Chipotle at [redacted] Court St., in Brooklyn, NY had its music left on at an excessively loud volume. The noise affected the entire building, disrupting the residential neighborhood. It is important for Chipotle to address this issue promptly. They should confirm that the location will turn off the music every night at closing to prevent such disturbances from happening again. Leaving music blaring all night not only shows disregard for the community but also leads to needless environmental waste. Chipotle should take responsibility and ensure that this situation does not occur in the future.

I purchased food at the new location on [redacted] Crile Rd. in Painesville, OH [redacted]. I ordered 2 burrito bowls and 1 plain cheese quesadilla. To my surprise, my total came to $21.40. The issue arose when I found out that the quesadilla was priced at $6.95, though it wasn't listed on the menu separately. The cashier insisted that was the standard price, even after I pointed out the discrepancy. I checked online, and the information matched what was in the store. It's frustrating to be charged a high price for a simple quesadilla without any prior notice. This misleading pricing practice needs to be addressed so that customers are aware of the costs upfront. It's disappointing to be treated like this as a consumer.

I recently visited your Baltimore location near the convention center. The store was busy, and I waited 40 minutes in line. Unfortunately, when I reached the front, they were out of veggies, guac, and one type of salsa. The manager, Sam, was the only one actively working, while others seemed idle, leading to the long wait. Despite informing an employee of my disappointment, they didn't seem concerned. I understand the store was busy, but this was my worst experience at Chipotle so far.

I wanted to share my recent unpleasant experience at a Chipotle in Macedonia. I ordered a chicken bowl and ate inside the store with my kids. After a few bites, I noticed a black object on my spoon mixed in with the food. To my horror, it turned out to be a bug, possibly a wasp, which was partially crushed. Concerned that the bug might have been ingested by one of us, I approached the manager. However, instead of addressing my concerns, the manager simply stated that since their food is organic, finding a bug like that might happen. I felt shocked by the response and worried about potential health issues. Despite being a longtime customer over the past 12 years and understanding the challenges of working in the food industry, I found the manager's dismissive attitude concerning. I will be lodging a complaint with the health department about this incident as it was a truly unpleasant experience.

During my recent visit to the Chipotle in Fairview Park, Ohio, I encountered a concerning situation. A woman was found passed out inside the store, and despite raising the issue to the manager, no immediate action was taken. After calling for help, the woman was eventually taken away in an ambulance. It was alarming to observe the lack of proper response from the manager and the staff. The woman appeared to be overdosed on drugs, and the team was advised to wait a few minutes in case she was just sleeping. This incident highlights the importance of providing emergency training to all employees to ensure they can handle such situations effectively. It was disappointing that the initial response from the staff was inadequate, and I felt compelled to intervene by calling emergency services promptly.

At the Chipotle in Wesley Chapel, I have visited six times and noticed they are understaffed. The lines for food are long, stretching past the door, and they frequently run out of items like chicken or beef, causing delays. This has been disappointing, and I have observed that the employees seem overworked and unhappy. Providing adequate staffing would greatly improve the situation. During my last visit, I even took pictures to show the lack of staff in different areas. It would be beneficial to have more cooks, dedicated register staff, and additional help for the pick-up section. Additionally, the cleanliness of the tables needs attention. Hopefully, these concerns can be addressed for a better customer experience in the future.

I am reaching out to address concerning incidents at the given location: [redacted] Alaking Ct, Suite [redacted], Capital Heights, MD [redacted]. Please see my review on Yelp regarding today's experience: I wish I could give zero stars. Today, at 4:28 pm on Friday, 9/13/[redacted], I visited this location for a chicken bowl. The initial serving of chicken was significantly small compared to what I usually receive at other Chipotle restaurants. The person behind me ordered two different meats and got a much larger portion than me. It was evident they were acquaintances with the staff member serving the food. Upon questioning, the staff claimed she received half of each meat, but the total quantity was still double mine. When I raised this concern, the staff only offered a minimal amount of meat in a condiment container and remarked, "I will cover it this time." This type of poor customer service and dismissive attitude is truly disappointing. It’s vital for everyone to be treated with fairness and respect, and incidents like this should not go unnoticed. Rest assured, I will be sharing my experience widely to prevent similar treatment in the future.

Located at [redacted] Alaking Court, Suite [redacted], Capitol Heights, Maryland [redacted]. I recently visited this establishment and had a disappointing experience. Upon ordering a chicken bowl at 4:28 pm on Friday, 9/13/[redacted], I received an inadequate serving of chicken compared to what I typically receive at other Chipotle locations. The customer behind me received a larger portion despite not ordering extra meat, leading me to question the fairness of the service. Despite bringing this issue to the attention of the staff, I was dismissed and given a minimal amount of compensation. This experience left a lot to be desired in terms of customer service and fairness, and I feel it's important to share this feedback.

I arrived promptly at 2pm for my order, but it was not ready. After waiting for about 15 minutes, they inquired about my order. They informed me it was prepared as a burrito without confirming. The issue arose when they didn't remake it immediately after realizing the error, waiting until later when I clearly had been there for a while. The lack of an apology or attempt to correct the mistake was disappointing. Due to paying online, I couldn't simply join the line again. My past experiences at other Chipotle locations were positive, making this visit particularly disappointing. Thank you for reading.

During my visit to the Chipotle in Homdel, NJ, I witnessed a concerning incident with one of the workers. Upon entering, I saw a worker visibly distressed, slapping or punching himself in the face. I overheard a conversation where he mentioned he had just started working there, was in training, and had informed the supervisor that he was experiencing an anxiety attack before being asked to leave. What troubled me the most was that instead of helping or comforting him, some employees seemed to find the situation amusing. I found it inappropriate that they shared these details with me, a customer. I emphasized to them the seriousness of anxiety and the importance of handling such situations with care and sensitivity. Worried about the worker's well-being, I believe it would be beneficial for someone from the store to follow up with him to ensure he is doing okay.

My mother sustained an injury at a Chipotle in Santa Monica, CA. Despite reporting the incident to the store manager, she felt dismissed. She injured her arm while slipping on a wet patio, caused by runoff from a neighboring building. The manager refused to take responsibility. She spoke with Nick, who identified himself as an area manager and offered to compensate her with several free visits. However, upon returning to the store, the manager denied Nick's authority to make such offers. The situation has been mishandled, considering my elderly mother's slip and fall injury at 77 years old. We are open to discussing a more suitable resolution for her injury. Thank you for your attention to this matter. Joe Dotolo

Dear Customer Service Agent, On Sunday, September 8, [redacted], I placed an order via the app to be prepared about an hour before my planned pick-up time. However, the restaurant contacted me just 15 minutes later to inform me they were out of guacamole and corn salsa. They asked if I wanted something else, which I agreed to. Unfortunately, upon arriving at the designated pick-up time, it was evident that my order had been prepared when they called, 45 minutes earlier than requested. As a result, both my burrito and my wife's burrito were cold and unsatisfactory. I typically have had positive experiences with Chipotle and have never lodged a complaint before. Given the circumstances, I would appreciate reimbursement for the cost of this order, as I believe it is unreasonable to pay for subpar, cold burritos. Thank you for your attention to this matter. Sincerely, Greg

On Wednesday, September 18th, around 2:40 PM, my fiancé and I visited the Chipotle at [redacted] Richmond Ave, Houston, TX [redacted]. We ordered a burrito and a chicken bowl to eat in. While enjoying our food, I unexpectedly bit into a chicken bone, which was quite unpleasant. Despite this, we continued eating, only to discover a dead (possibly cooked) fly on the lettuce. Disgusted by these incidents, I decided to address the matter with the cashier by politely requesting to speak with the manager. However, the cashier's response was dismissive, claiming that flies entering through the door was a common occurrence. She refused to get the manager involved and only provided a refund when pressed. When I asked for the original receipt, she declined to return it and insisted I take a picture from the register, which was not the same. The lack of concern shown by the staff regarding health issues and food quality was unsettling. This experience was not only unappetizing but it highlighted a need for better food safety practices at this establishment.

On September 7th, I received an email offering free chips and Guacamole as a birthday promotion. Excited, I decided to order with my wife at Chipotle for $29.62. Unfortunately, after ordering, I was informed that Guacamole was unavailable, which my wife had paid extra for. Due to this, I had to cancel the order. The most disappointing part is that I haven't been refunded the $29.62. As a loyal Chipotle fan, this was a letdown. I am hoping for a prompt resolution and refund as well as some form of compensation for missing out on the unfulfilled birthday promotion. Sincerely, Gary H.

My order was supposed to be ready for pickup at 5pm. When I arrived at 5:15, it wasn't prepared. After inquiring about its status, an employee left to check on it but was gone for about 10 minutes. When I asked another staff member, I was informed it hadn't been made yet. By this time, it was around 5:30, and my order was still not ready. I asked again and was told it was being made. Finally, at 5:45, my order was ready. I was given "free large chips for the wait" by the employee. I am extremely frustrated that I had to wait 45 minutes, received no apology, and was only compensated with chips. Consequently, I was late for my work meeting and had only 5 minutes to eat my dinner. The delay in locating and preparing my order was exasperating, and the lack of proper resolution has left me disheartened. Following this unpleasant experience, I do not plan on returning to Chipotle anytime soon.

My 16-year-old daughter was scheduled for an interview at Chipotle at [redacted] W Market St in Akron, Ohio. The interviewer, Bella, was not present for the 4:00 P.M. appointment on Thursday, September 19, and did not inform my daughter, Gretchen L., about the absence. As a parent who values integrity and honesty, I was disappointed by this lack of professionalism. I have always emphasized these qualities in my children and during my 35 years as a manager. The response my daughter received from another employee regarding Bella's absence was unsatisfactory, and I have advised my daughter not to consider reapplying. This experience has led me to question Chipotle's standards. I believe this incident should be looked into for the reputation of the company. I would caution other young job seekers against applying to Chipotle based on this experience.

I have been a loyal customer at the Chipotle location in Burbank, CA for many years. Unfortunately, the management there leaves a lot to be desired. The service is consistently poor, and many of the good employees seem to quit frequently. I have witnessed the manager treating his staff disrespectfully on multiple occasions, even in front of customers. He often blames them for his own mistakes and mishandlings. The online ordering system is also dysfunctional, and the manager fails to address issues correctly. His attitude towards customers is unprofessional, and his treatment of the team is unacceptable. I find myself leaving the restaurant feeling dissatisfied rather than content. Despite being a regular customer, I have started visiting other Chipotle locations to avoid the negative environment created by this particular manager in downtown Burbank. It is my sincere recommendation that management considers replacing him with someone more capable.