Chipotle Mexican Grill, Inc. Customer Service Issues

I visited your Salinas, CA location on 10/24/[redacted] at 10:45 am. However, upon arriving at 10:40 am, I was informed the store wouldn't open for another 20 minutes due to a catering order. This left me disappointed as I had to wait until 11:05 am for the doors to open. To add to my frustration, upon entering, the team didn't have all the ingredients my child and I desired. As a loyal Chipotle customer, I believe there was a lack of customer care and support displayed by your team that morning. I would appreciate it if you could reach out to me via email to discuss this incident further. Thank you.

I want to begin by mentioning my appreciation for Chipotle, despite my recent visit to your Orland Park, IL location which has left me feeling reluctant to return. I ordered a burrito bowl and the server unintentionally added too many beans. The issue arose when the manager, Cody, reached over and used his bare hand to remove the excess beans. I found this unsanitary and expressed my displeasure. Cody then abruptly discarded the bowl, handed a new one to the server, and demanded a remake. His conduct was unprofessional and disrespectful towards me as a customer. Despite observing his behavior further, no apology was extended for the mishap. It pains me to have to lodge a complaint against a restaurant I once greatly enjoyed. A dissatisfied customer.

I had a disappointing experience at the Chipotle on [redacted] Madison Ave. I left my wallet at the office as I was using a free entree from the Chipotle rewards program [redacted]. When I tried to use the reward to pay for my meal as usual, I was informed that their system was down. The cashier mentioned that the free entree wouldn't cover the guacamole in my burrito bowl. The manager, who was rude, did not handle the situation well. I feel mistreated and wonder if it was related to my gender identity. There were no clear signs indicating the system issue or any exclusions on the reward. Despite potential stress due to system problems, I believe customers should be treated respectfully. I hope the manager's behavior will be addressed. I also request to receive the free entree I earned as a loyal customer. I hope to hear from you soon with a resolution. Thank you for your attention to this matter.

On October 24, [redacted], my daughter and I took a day trip and decided to have lunch at Chipotle in Hershey, Pennsylvania. Despite our familiarity with Chipotle and its popularity, our experience at the Hershey location was disappointing. Upon arrival, we noticed the lack of cleanliness in the seating area and the issues continued as we ordered our food. The food quality did not meet our expectations. The black beans were too crunchy, the white rice was clumpy and dry, and the overall combination of ingredients tasted stale. The food was not up to the usual standard we have experienced at other Chipotle locations. Additionally, the service was poor, with uncleaned seating areas and no effort to improve the situation. Overall, this visit was a waste of time and money. I hope that Chipotle addresses these issues at the Hershey location to maintain its reputation as a quick and delicious dining option. Sincerely, Lori R. [redacted] Montgomery Avenue Reading, PA [redacted]

I recently visited your Tomball, Texas branch and requested extra toppings for my to-go bowl. The cashier conversed with the server in Spanish after preparing the toppings but before I could pay. I was then informed of an additional charge of $0.90 per extra topping, which I found surprising as I have never been charged for extras before. I expressed my disappointment to the cashier, stating that I should have been informed of the extra cost before adding the toppings. They mentioned the general manager had instructed them to charge for extras. This experience has left me dissatisfied, and I will not be returning to the Tomball location. Thank you, Marjorie F.

Recently, I have frequented my local Chipotle branch almost three times a week. However, my last two visits have left me quite dissatisfied. The most recent encounter with an employee left much to be desired. Upon requesting plain white rice due to my dislike for cilantro, the employee's unfriendly response set the tone for the rest of the interaction. As my order progressed, the employee proceeded to add an excessive amount of sour cream despite my request for a light portion, accompanied by a disrespectful comment under their breath. The unprofessional behavior, particularly between 1:45 - 2:15 pm at the Southfield location, has left me utterly disappointed. I hope for a resolution to this matter.

After visiting Chipotle on Oak Grove in Concord, California, I had a disappointing experience. Initially, I faced a long wait, followed by them running out of brown rice which resulted in an additional 15-minute delay. When requesting extra meat, I felt the portion given was insufficient, and the staff seemed to be rationing food due to being busy. At the salsa bar, I received an unwanted amount of tomatoes in my order, although the staff member apologized, they did not offer to remake it. Upon returning home, I found the chicken was burnt, leaving a bitter taste, and I had to settle for white rice instead. Despite contacting Chipotle twice through the Contact Us page online, I have yet to receive any assistance with this matter. This experience was significantly below the usual standard I have come to expect from Chipotle.

I made an online order on 10/30/19 at the Chipotle store on [redacted] Hennepin Ave in Minneapolis, MN. The order was for 14 people and it was placed from my workplace at Wells Fargo Home Mortgage. Each order was numbered from 1 to 14, with corresponding names. However, when the order arrived, only 2 went to the correct individuals as marked. The rest were mixed up, causing confusion as people received the wrong items. Additionally, some chip orders were missing, including mine. The order total was $[redacted].67 with a $21.46 tip automatically added. This mistake was disruptive for my group and led to people unknowingly eating incorrect meals. We request compensation for this error, particularly concerning the automatic tip. Please advise on how this can be resolved. Thank you.

As a shareholder and former Chipotle manager, my experience at the Golden Valley, Minnesota location has been disheartening lately. Despite being a loyal customer for over three years, I am considering no longer patronizing this store. The service has consistently been subpar, with unfriendly staff at the front counter displaying rude behavior and indifference towards customers. Today's visit was the last straw, as I was met with the worst service yet, notably from a manager named Andrea, who was dismissive and even disrespectful. I believe there needs to be a significant change in how employees conduct themselves. I have voiced my concerns to the general manager, Joshua, who promised a refund for today's visit and to address the issue with Andrea. However, given the current atmosphere at this location, I am skeptical that any real improvements will be made. I look forward to hopefully receiving a refund as discussed.

After visiting the Chipotle located at [redacted] Fashion Avenue, I had an extremely disrespectful experience. When ordering a veggie quesadilla, the staff repeatedly referred to it as a burrito and charged me incorrectly for a burrito with guacamole without providing a receipt. Additionally, the employees discussed me in a derogatory manner in Spanish, making offensive comments such as calling me dirty and a derogatory term. This behavior was unacceptable, and they assumed I couldn't understand the language. Despite being a fan of Chipotle and a regular customer, this encounter was hurtful and offensive. I would like for this incident to be addressed promptly.

I encountered issues navigating your website as the restaurant locator dropdown was unresponsive across two different browsers. Placed an order on Oct 26, [redacted], roughly at 12:30 pm for delivery through DoorDash. Unfortunately, even after waiting over an hour, a driver was not assigned to my order. I contacted the restaurant directly as DoorDash's phone line was unreachable, and they informed me that the order was canceled. As of now, I have yet to receive the $20.59 credit for the canceled order, which seems excessively delayed at 7 days. I implore you to address this promptly as I may need to escalate the matter with a dispute report. There is a lack of receipt for the undelivered order, and the entire delivery process needs a thorough review as it has proven to be inefficient. Communication breakdowns led to my order sitting unattended for an hour without any resolution. The restaurant personnel should have intervened sooner, noticing the delivery complications. The delivery system failed from initiation until cancellation, raising concerns about the process.

I requested vinaigrette with my online order from DoorDash. After contacting the store, the manager acknowledged the mistake and took responsibility for the missing item. However, when I asked for the vinaigrette, she suggested I get chips and guacamole next time instead. I insisted on receiving the vinaigrette I originally ordered, not an alternative. The manager eventually offered a refund, but her tone was rude and dismissive throughout the conversation. My request for a refund was based on not receiving the complete order I paid for, not just the vinaigrette.

I wanted to share my recent disappointing experience at your Shawnee Mission Parkway location in Kansas City, Kansas. My boyfriend and I visited on a Saturday night at 9:43pm, just 17 minutes before closing. We were regular customers who love the pico side. Upon ordering, we were informed they were out of pico, which upset us as we saw some in the back. Despite this, we continued with our order, requesting guacamole instead. Initially, the employee agreed not to charge extra, but later the cashier did. She was rude, questioning the request for free guacamole. I explained I was paying for the whole bowl, including pico. The cashier's behavior was unacceptable. She even complained to her manager who handled the situation unprofessionally, almost mocking us. The overall attitude of the staff was disappointing, making this visit very unpleasant. I expected better from your franchise.

During my recent visit to the Anaheim [redacted] location, an employee who has had previous issues with me came to my table and confronted me, making inappropriate remarks about my appearance. Despite my response, he proceeded to insult me before walking away. Even when the manager intervened, the situation was not handled appropriately, and we were asked to leave unjustly. The employee involved was Moses Garcia, and the manager on duty was Brianna. I am shocked and disappointed by the lack of professionalism displayed. I would appreciate a contact number to address this matter further.

I am an instructor at North Atlanta High School in Buckhead, GA, where our students recently won the Race 2 Read contest. The prize was supposed to be a buy 1 get 1 free Chipotle sandwich. Unfortunately, the coupons we received were expired. Despite notifications to Chipotle's corporate office by our school representative, Lori McCall, the coupons were still invalid when used by students and parents. This situation is unjust to our students. As Cherrianne Brown, the Reading Plus teacher who guided the students during the contest, I am requesting new valid coupons or for the Chipotle location at Akers Mill Square near our school to honor the coupons as originally promised.

I am disappointed with the service at the Oakland Chipotle in Pittsburgh, PA. This week, for the second time, I placed an order on the app for over $10 to pick up in-store, but upon arrival at the designated time, my order was missing. The worker informed me to join the line, as they were short-staffed and unable to manage online orders. I ordered online to avoid the long wait, only to end up wasting time and money on two lost orders totalling over $20. The staff member was unhelpful and mentioned I couldn't be refunded on the spot due to the online system. I am let down by the service and question the purpose of online ordering if it can't be fulfilled during busy times. I seek assistance in resolving this issue and receiving a refund.

I am reaching out on behalf of my granddaughter, who needs a letter from Chipotle detailing her employment dates for insurance purposes. We have been attempting to obtain this document from the Chipotle location on Campbell in Tucson for two weeks without success. We were advised last Friday to contact customer support for assistance. It is crucial to obtain this letter promptly as her insurance coverage will be terminated on the 30th of this month without it. Her employment history includes working at three Chipotle locations: Grant in Tucson, Flagstaff, and Campbell in Tucson, all in Arizona. She separated from employment in [redacted]. I, Judith C., am her legal guardian. For urgent communication, please reach me at [redacted]. Kindly respond to this matter promptly. Thank you.

I made an online order at my nearby Chipotle restaurant today, November 8th, [redacted], at 4:45 pm. I ordered three bowls, but only one was prepared correctly. Unfortunately, the other two bowls were missing the salsa. I opted for an online order for its convenience, but receiving two incorrect orders has left me feeling disappointed. Due to time constraints, I couldn't return to the restaurant to have the salsa added without my food getting cold on the way back home.

Every time we visit the store (which is multiple times a week), the employees appear ignorant. Today, upon entering, I noticed all of them sitting around eating with a customer. They informed me, "We're not taking orders right now," and mentioned they were waiting for the register worker. This has happened before, where nothing is ready or they refuse orders over 45 minutes after opening. It's disappointing that they lack respect for their customers. Changes should be made to improve this situation.

After placing order #[redacted] at 6:30 pm, I informed the staff member preparing my food that some of it was hanging out of the container onto the counter, but they didn't clean it. When I mentioned the unsanitary practice, the cashier put my food in a bag, laughed, and wished me a good day. I took my food out to address the issue and was met with laughter. I requested to speak with the store manager, but another employee, a short, dark-skinned lady wearing glasses, became confrontational, raising her voice and refusing to stop, inappropriately claiming to be the manager without any badge. As I left, other customers also observed her behavior and agreed it was unacceptable.