Chipotle Mexican Grill, Inc. Customer Service Issues

I have encountered consistent issues in the Manchester CT Chipotle. During my recent visits, there was a lack of various essential ingredients like black beans, lettuce, and chips. Not only were items missing, but there were delays in food preparation, and employees failed to show basic courtesy by not apologizing for the inconveniences or thanking me for my purchase. Despite an adequate number of staff, the efficiency was lacking, and the service left much to be desired. The employees seemed unprepared and manners were noticeably absent. The price was not adjusted even though items were unavailable. I hope these problems are addressed as there are many dining alternatives nearby. Despite liking the food, repeated disappointments may lead me to stop patronizing this location. As a frequent traveler who dines out often, a consistent and pleasant experience is crucial. Thank you for considering my feedback and I trust improvements will be made at the Manchester restaurant.

As a night shift nurse, I visited the Chipotle on Bethel Road in Columbus, Ohio around 9:40 pm to grab a meal. Despite the store closing at 10 pm, I was greeted by a sign instructing me to order online due to understaffing. I attempted to clarify the process with an employee, only to be told the store was closed. The staff seemed dismissive and unhelpful as they focused on closing tasks instead of addressing my concerns. After leaving, I encountered other customers trying to place online orders, unaware of the closure. Chipotle should update its website with locations offering only online orders and ensure employees serve customers until the officially listed closing time. I believe a complimentary chicken or barbacoa burrito would be appropriate compensation for the inconvenience on June 23rd.

I visited the Chipotle located at [redacted] N La Cholla Blvd Ste [redacted], Tucson, Arizona [redacted], phone number [redacted], and requested a quesadilla with mild salsa inside. Unfortunately, they declined to make it, stating they are not permitted to put pico de gallo inside the warmer. I previously faced this issue years ago, contacted corporate, and received an email confirming they should accommodate my request. There has been inconsistency in their approach over the years. Recently, they did serve it as I preferred, but on my most recent visit, they again refused. I am puzzled why pico de gallo cannot be warmed when it is wrapped in foil, unlike meat. This is frustrating, especially considering dietary preferences.

I frequent Chipotle with my daughter, but our experience at the Greenville Blvd. location in Greenville, NC [redacted] has been consistently disappointing. Each visit lately has presented issues. On one occasion, after waiting in line during my lunch break, I reached the counter to find out their card machine was down, resulting in me leaving without food because I had no cash. Another time, they ran out of lettuce, and today, despite ordering a veggie bowl, there was, once again, no lettuce. Even though I prefer my bowl with lettuce, I felt compelled to take it since it was already prepared. Calling later to complain, I faced a lengthy hold time only to be hung up on initially when speaking with the manager. The subsequent conversation with the female manager was unhelpful and unapologetic. She did not address the issues or offer any solution, prompting me to consider leaving a negative review on social media.

Chipotle located at [redacted] Southpark BLVD in Colonial Heights, VA, on June 28, [redacted], around 4:15 PM, made an announcement while I was in line that they had run out of tomatoes. Despite this, the manager, a young Asian female, mentioned that they could not adjust the price as I was paying for the meat only. This means Chipotle may disregard all items besides the meat and charge the full amount to customers. Running out of menu items constantly reflects poor management. The manager declined to provide her name and did not address my concerns further after explaining their policy. This lack of accountability is disappointing considering my long-term patronage of Chipotle. If this behavior is endorsed by the company, I may need to reconsider my loyalty. I ended up being charged the full price for an incomplete order, further exemplifying a lack of customer service.

I visited the local Chipotle on June 28th at 11:15 am to order a veggie bowl with sofritas, instead of guacamole. The Chipotle is situated at [redacted] Homestead Rd Cupertino, CA [redacted]. The manager of the store, a female, informed me that there would be an extra charge for the sofritas in my bowl. I explained that I had never been charged extra before for this substitution. Despite my explanation, she insisted on the additional charge. When I inquired if the pricing had changed recently, she maintained that it had always been the policy. When I asked about the amount of the extra charge, she was unsure and had to confirm with another employee who stated there was no extra charge. Throughout the conversation, her tone was impolite. I am surprised that the manager was unaware of their pricing policy. It was disappointing to be treated this way by a manager in front of witnesses. I have the receipt as proof of the incident.

They did not provide me with the receipt when I left the store. After noticing, I returned and asked for it. The cashier instructed me to wait, so I patiently waited until she completed the current transaction. However, instead of giving me the receipt, she began another transaction. I reiterated my request for the receipt, which seemed to upset her. She asked me to wait again. I pointed out that she forgot to place the receipt in the bag initially. She proceeded to search in the trash along with two other employees, giving me unfriendly looks. I maintained my stance that the receipt should have been placed in the bag, not the garbage. As I was leaving, she made additional remarks. Subsequently, the transaction was voided, and my money was retained. Her demeanor made me feel at fault, with her stern looks and instructions to wait. She should not be employed there if she treats customers as if they are accountable. My experience was ruined, and I have no intention of returning. I prefer not to be contacted for any follow-up. Order # [redacted], cashier Falgur, June 29, [redacted], at 1:00 pm. Additionally, the chips seemed overpriced. I paid the remaining balance of $13.84 with $13.90, including some dimes, and she did not return the 6 cents change. I refrained from mentioning this at the time. I suggest they display a telephone number for complaints prominently within the establishment. Furthermore, the receipt printing appears faint, necessitating attention.

On 6/26/21, I placed an order with Chipotle which was missing the chips and guac I had requested. Despite complaining, the same issue occurred the next day on a 6/27/21 order where I redeemed my rewards points for chips and guac but they were not included. Following my complaint, Aundrea from corporate responded, claiming the free guac was added to my bowl, which already came with guac, contradicting the reward terms. Despite showing proof of my rewards, Aundrea did not resolve the issue, leading me to feel frustrated. I expect Chipotle to honor rewards as advertised and value customer satisfaction. The lack of resolution and unprofessional handling of the situation has made me reconsider future orders unless this is rectified. Aundrea should receive coaching on customer service to address complaints effectively and ensure customer loyalty. I am escalating this matter for further attention.

I placed a DoorDash order at 7:50 pm, but it arrived incorrect. After speaking with the store manager "GiGi" at 8:20 pm, I was dissatisfied with the customer service experience at Chipotle located at [redacted] Bayview Blvd, Baltimore, MD [redacted]. Despite going in person for the second day to resolve the food issue of an incomplete chicken fajita with unmelted cheese, I was asked to reorder or wait in line again. Feeling frustrated, I left my shift to address the problem, only to be asked to the back of the line by "GiGi." I acquired the business card of the absent manager Gissel Rubio at [redacted]. This continuous poor experience has left me hesitant to order from this location near my workplace. I hope this feedback reaches "GiGi" Giovanna to improve how customers are treated, as my interaction was discourteous.

I recently visited Chipotle in Newport News, VA where I purchased a Chicken Bowl with brown rice, black beans, salsa, corn, and lettuce for a total of $8.34. However, upon arriving home, I realized there was no sour cream in my order, although I requested it on the side. When I called the store to address the issue, I encountered difficulties reaching someone as the phone disconnected multiple times. Eventually, I spoke to a person who informed me I could return for the missing sour cream. I explained that due to the distance and my schedule, it was not feasible for me to come back right away. Despite my request for a different solution, the employee only offered to ensure future orders are correct. I expressed my disappointment with the customer service and asked for further assistance or contact information for corporate, but the employee abruptly hung up on me. Subsequent attempts to reach the store were unsuccessful. The rude treatment and lack of resolution have discouraged me from returning to this location. Having experience in customer service, I value respectful and effective communication, which was lacking in this situation. This experience left me with a lost appetite and a decision to likely avoid this store going forward.

On July 6, [redacted], around 9:45pm at [redacted] 5th Street NW, Washington DC [redacted], an employee at your store (a grown woman) vaulted the counter and assaulted my 17-year-old son. She gave him a black eye, and he has been experiencing headaches since. If my child was causing trouble, the appropriate action would have been to involve the police, not handle it herself. When the police showed up, the manager and other staff members were uncooperative. Fortunately, we have multiple witnesses willing to assist. This incident occurred on the day of your buy one, get one free promotion, so I understand the staff might have been under pressure. I sincerely hope this young lady has been dismissed from her position at your company. This behavior is completely unacceptable. I appreciate your attention to this matter and anticipate the necessary measures being taken. Thank you. Warm regards, Wanda A. [redacted]

I recently ordered a Rice Veggie Bowl from Chipotle for my child. I was surprised to find the bowl only half full compared to when I order one for myself, which typically comes full. When I inquired about this discrepancy, I was told that is the standard quantity. Upon further questioning, I learned that avocado, which is usually included, was missing. I am curious to know the details of the standard bowl, such as its weight. I feel that I may not be getting the correct amount for the price. This incident occurred at the Chipotle on Dublin Blvd (Address: [redacted] Dublin Blvd Ste S2J, Dublin, CA [redacted]).

My interaction with the staff was positive, they were friendly and provided good service. Unfortunately, the store, specifically the food station, was in a terrible state. The area where my burrito bowl was prepared looked messy and unhygienic. The food seemed to be made from leftovers, giving the impression that the quality and safety of the food were questionable. The overall presentation was unappealing and unappetizing, which made me reconsider eating my order once I discussed it with my wife at home. Despite it being late in the day, the disarray in the food station was unacceptable. I usually don't complain but this fell below any reasonable standard. I appreciate that the food preparation was visible, but the cleanliness was a major concern. This experience has made me hesitant about returning to Chipotle. It's disheartening when a food truck seems like a more reliable option than a well-known national chain.

In Florida, specifically near Lakewood Ranch/Bradenton/Sarasota, the Mexican food was fabulous and I enjoyed it for years. Now in Middleton, WI, I find the chicken sometimes tastes canned and spicy. The guacamole tastes odd, lacking cilantro, garlic, and lime flavors. My main complaint is the excessive spiciness of the meat even before adding salsa. I find myself having to add sour cream with each bite to soothe my tongue, which is not ideal. The heat is too intense for children and the rest of my family. I believed the spiciness level would come from the salsa, but even the cheese sauce is too hot. Occasionally, the food at the Old Sauk location is great, but overall the inconsistency is disheartening. I hope for more standardization in the food as I used to eat at Chipotle daily for many years due to not having a kitchen. The current offerings do not resemble Mexican or Tex Mex cuisine. In Texas, Mexican food places do not serve such spicy dishes. I appreciate you taking the time to read my feedback. Sincerely, A longtime Chipotle customer

I am seeking clarification on the accumulation of points from my recent purchases totaling $41.50, which resulted in only 80 points. I expected to receive [redacted] points for 2 chicken salad bowls and [redacted] points for 2 steak salad bowls across three separate visits. According to the loyalty program rules, 10 points are awarded for every dollar spent excluding taxes. On my first receipt dated 6/27/21 for $7.90, I should have earned 70 points. Similarly, the second receipt dated 7/7 for the same amount should have also generated 70 points, as it was from the same store. Strangely, the store indicates that my purchases are not in their system, which is perplexing. Lastly, my $25.70 receipt for 2 steak bowls at $8.70 each and 2 drinks at $6.40 each should have yielded [redacted] points and 60 points, respectively. I urge for my points to be accurately reflected in my account once this issue is resolved.

On July 18, [redacted], at 5 pm, I went into the restaurant to order 2 burritos. I was the only person in line. The female employee, who I later found out was the manager, was giving instructions to her staff and seemed to overlook me. After a few minutes, she approached me and in a loud voice asked what I wanted. I requested two burritos, one with veggies and one with chicken. She seemed frustrated when I didn't understand if she should start on one burrito or both simultaneously. I mentioned they were different, leading to more rudeness and loud behavior from her. Despite paying for my order, I felt compelled to share my feedback about her unprofessionalism. It turned out she was the manager. Reflecting on the experience, I felt her treatment of me was due to prejudice. Her demeanor towards me contrasted sharply with her interaction with other customers. The encounter left me feeling disappointed with Chipotle.

I recently visited Chipotle in Wesley Chapel, Florida, on Sunday, July 25th around 6 pm. Much to my disappointment, they were out of food and asked customers to wait for chicken and steak to cook, forming a long line that extended outside. There was a lack of rice, and the priority seemed to be on takeout orders rather than those dining in. The manager and staff displayed impatience and were unkind to the waiting customers, including myself. I believe that respect should be shown to all customers, regardless of age. A clear sign on the door indicating the food shortage would have been appreciated. The uncleaned tables also added to the negative experience. I think this issue should be addressed promptly. I am available for further discussion regarding this unpleasant visit. Thank you.

I have been a loyal customer at Chipotle in Hershey for a long time. The last three visits, including yesterday, were disappointing because they were out of onions and peppers. When I inquired, they offered to replace them with more corn or cheese, which is not satisfactory. Yesterday, I even left without buying anything. Despite this, I tried again at the Chipotle in Hummelstown only to find out they were also out of onions and peppers. I spoke to the staff, and they mentioned the challenge of managing these ingredients, indicating poor planning by the management. I left Hummelstown without making a purchase, even though the staff seemed surprised. I am frustrated by the lack of onions and peppers, and I feel the situation is not being taken seriously by the staff.

Hi, my name is Alan R. I've been an avid user of the Chipotle app for quite some time. Around 2 months ago, I unexpectedly got logged out of my account. Despite having my username and password saved through Apple passwords, I've been unable to log back in. Even after attempting the "forgot password" option multiple times, I haven't received any reset emails. I've diligently checked my spam folder, but to no avail. This situation is frustrating as I regularly visit Chipotle and miss out on collecting points. I hope this issue can be resolved promptly, and any assistance or compensation would be greatly appreciated. Thank you for your help in advance.

A group of 8 teammates visited the Chesterfield MI store today. They noticed a small sign that stated "digital only," even though the state is fully open. The storefront counter should be open to serve the public, but it seems unclear why it isn't. The team felt disappointed and decided to go eat at QDoba instead, as it is only about 1/4 mile away. They prefer a dining experience rather than getting food to go out of fear. The group shared their experience on social media and expressed their disapproval of the store's approach. They believe that the corporation should reconsider its actions and prioritize serving customers. Despite feeling that the corporation may not care about its customers, they are speaking out on principle.