Chipotle Mexican Grill, Inc. Customer Service Issues

I recently ordered 4 items from the new restaurant in Willowick, Ohio [redacted] online. When I picked up my order, 2 items were incorrect. They were missing the fajita vegetables without any prior notice, and there was no dressing for the salad. I requested a refund, but was told to call to process it. I have been unsuccessful in reaching anyone for assistance. Additionally, the portion sizes were extremely small, which left me feeling disappointed and embarrassed to serve the meals. The situation was poorly handled.

We had a disappointing experience at Chipotle in Brandon, FL, on 12/19/[redacted]. Our visit was marred by long wait times, chaotic online order management affecting in-person orders, unavailability of a manager for addressing issues, unclean food preparation areas, and an underserviced condiment area. Communication with the manager, Farron Rainferd, was unsuccessful, and the inability to submit complaints through their online tool further frustrated us. We want to connect with a real person, not an AI, to discuss these concerns and seek a resolution. Unfortunately, we were unable to upload photos or the receipt as evidence of our experience. We are seeking information on how Chipotle plans to address and remedy these issues.

I visited Chipotle at [redacted] Del Prado Blvd in Cape Coral, FL today at 2 PM. I observed that out of the seven workers present, only two were wearing their face masks correctly. Three employees had their masks covering only half their mouth, one had her mask under her chin, and another had his mask hanging from his left ear. This experience has made me hesitant to return to Chipotle until I can be assured that all workers are following proper safety guidelines to prevent the spread of Covid.

I received the wrong order, which arrived unlabeled and was also 15 minutes late. Unfortunately, there was an incident where guacamole spilled in the bag, affecting the rest of my order. The staff member's attitude towards addressing the issue was unprofessional and unacceptable. As someone with experience in the service industry, I believe customer service should be a top priority to maintain business success. I prefer a refund instead of a gift card, considering the unsatisfactory experience. It's vital for employees to separate personal matters from work and treat customers with respect. Hiring individuals solely out of necessity can lead to negative consequences for the company. I hope this feedback is taken constructively to improve customer satisfaction and avoid future incidents.

I recently discovered an unauthorized transaction on my account for a Chipotle purchase in a different state. Despite insufficient funds for multiple items, the transaction went through for a cheaper meal. The $10 stolen has a significant impact on my finances, and I'm concerned about the security breach reoccurring. I found no information on the Chipotle platform to address this issue or any contact details to reach a representative for assistance. As a result, I had to contact my bank to cancel my debit card. The Chipotle outlet in question is situated at [redacted] Baltimore National Pike Lot A-1 Ellicott City, MD [redacted], where the fraudulent order was placed, but I couldn't locate a phone number for them. I reside in Philadelphia, and I usually frequent Chipotle. Resolving this matter promptly will encourage me to continue my patronage; otherwise, I may feel compelled to caution others about these security concerns. I request a prompt response and urge Chipotle to enhance its customer service standards to prevent similar incidents in the future.

After picking up an order, my child unknowingly took a few chips from the dining room floor. An employee then aggressively gestured towards my son as if to hit him, while I watched in shock from outside. I have been attempting to contact the store, but the phone call disconnects after a few rings. I am hesitant to visit the store to address this with the GM or a manager due to the situation. My child is a minor, and while I understand he should not have taken the chips, he should not have been threatened by your employee in that manner.

I want to share my recent experience at the Chipotle store on Tallahassee Road. I visited the store around 5 pm today (1/12/[redacted]) and encountered some frustration with the service. Despite only having a few customers ahead of me, the cashier (possibly the manager) left abruptly, leaving one employee to handle all orders and no one at the register. I ended up waiting for about 15 minutes, far longer than expected, with more customers arriving and causing further delays. When the cashier returned, she seemed preoccupied and took her time, even making a questionable comment when I tried to inquire about checking out. The overall service was slow and disorganized, and a fellow customer and I had to wait much longer than necessary. It would be appreciated if someone could address this issue promptly.

On January 13, [redacted], at 1:30 pm, my husband and I visited Chipotle at [redacted] Crenshaw Blvd, Torrance, CA [redacted]. I ordered my usual crispy tacos (1 beef, 1 chicken, 1 barbacoa). Everything was fine until the server started removing chicken from my taco. I requested for it to be left in, but she and another employee continued to take out the chicken despite my request. This experience was disappointing and does not reflect well on your brand. I have never asked for extra chicken, but even when I did in the past, it was a better experience. Employees should be trained to handle such situations more appropriately, using utensils instead of their fingers. To make matters worse, when I asked for water, they said there were no cups available and I had to buy a bottle. This combined made it the worst experience I've had at Chipotle.

I am extremely disappointed in this restaurant. I am currently 8 months pregnant and had been craving good Chipotle all week. During my visit a week ago, I could tell right away that they had poor management. The tables and counters were filthy, and they were out of so many essential items. Despite having sufficient staff, many were seen standing around doing nothing instead of cleaning or restocking. During my visit last night, they were out of chips, corn salsa, rice, cheese, and sour cream. When I inquired about it, the staff mentioned it was due to insufficient prep that morning. This seems to be a recurring issue at this location. To make matters worse, our bill was $20 more than the previous week for the same order. I suspect an error in ringing us up or potential overcharging. This overall experience was unacceptable, and the restaurant's management needs to be addressed. I usually am understanding of restaurant challenges, but this experience was beyond disappointing. Until these issues are resolved, I won't be returning. Thank you for listening to my feedback.

I am writing on behalf of a friend who experienced sexual harassment by a Chipotle employee at the location mentioned. The worker in question, who was in the dish pit that night, made inappropriate comments about her appearance, specifically her pants and physique, including asking about her workout routine. The distressing part is the manager's response when she reported the incident, shifting blame to her for her choice of clothing. The manager, Randy, not only failed to address the harassment but also paradoxically praised her appearance. As a business owner with various establishments in Florida, I hold my managers to a higher standard and would not tolerate such behavior. It's concerning that the victim fears repercussions for speaking up and is hesitant to report the incident, as she worries about job security. This situation is appalling, and I hope for a resolution that ensures a safe workplace for all employees at Chipotle.

Hello, my name is Gail S. I bought a steak burrito bowl on 01-21-22 and found hair in it. I ordered through DoorDash and when I called the store, the manager offered me another bowl, but since I don't live nearby, I opted for a refund. Unfortunately, the refund will take 3-5 business days. I raised the concern about employees not wearing hairnets, and the manager mentioned they are not required to wear them. This situation is concerning to me as we often order from this store at my workplace. Waiting for the refund is affecting my finances, especially since I have upcoming expenses. Discovering hair in my food not only ruined that meal but also led me to purchase additional food, causing my account to go into overdraft. I believe this incident was not just inconvenient but also a cleanliness issue that should be addressed promptly. Thank you for your attention to this matter.

While waiting in the order line, I requested a bowl with white rice and steak. However, the staff member mistakenly added brown rice. Despite this, only a small portion of steak was served. When asked about additional steak, they claimed it was a full portion, but it seemed like leftovers from the tray. After being offered mild, medium, or hot salsa, I chose medium, yet mild salsa was added instead. Although I considered asking for a new bowl, I opted not to inconvenience others in line. I hope to receive reimbursement for my order as I enjoy Chipotle but expect it to be prepared correctly given the price. Thank you for your attention.

I intended to make a catering order at your new Lady Lake, FL store. Despite being within 24 hours of when I needed the food, I was informed that the catering order taker needed to notify the store manager. Unfortunately, the order taker cannot reach the manager as the store is not answering the phone. This situation is due to an ongoing telephone system problem mentioned by the manager, Steve, during my previous catering order pick up last week. As it stands, the current inability to contact the manager is preventing me from placing the catering order. Chipotle's internal issue should not hinder customers like me from making orders. This is frustrating, especially since my colleague and I had agreed on Chipotle and they are now unavailable. Making a last-minute food change without their input would not be ideal. Please assist in resolving this issue promptly.

After a demanding day of track and volleyball practices, my brother and I planned to pick up Chipotle for a family dinner. Arriving at the restaurant, we found the doors locked. Eventually, an employee approached us after a 10-minute wait. When we explained our online order for 9:10, they said the system was down and they were closed. Requesting a refund, they took another 15 minutes to inform us that we needed to contact corporate for the money back. As we waited outside in freezing temperatures, the service worker returned with a blank paper and made inappropriate remarks towards us. The behavior of the staff, including mocking us and not providing the refund promptly, was unacceptable. This experience, coupled with their disrespect, was truly disappointing. I hope this matter is resolved promptly.

I bought Chipotle yesterday, and my experience was disappointing. The service was chaotic, with a long wait to be greeted, served, and to get vegetables which were not stocked up. The checkout process was slow, and the staff seemed confused. Even though I understand they might be short-staffed with a high turnover rate, the lack of organization was evident. I didn't complain at the restaurant, but when I found a leaf in my lukewarm bowl at home, I called. The employee I spoke to was also surprised and passed me to the manager. They mentioned bay leaves are used as a spice, not as an ingredient to be eaten. The manager was unapologetic and refused a refund, which was disappointing after such a negative experience. Research confirmed bay leaves are indeed used, but the communication could have been clearer. I believe a refund was warranted considering the circumstances. I usually go to the Kempsriver location, but tried Eden way this time with unsatisfactory results. I'd appreciate a discussion over the phone to address this issue further.

Subject: Issue with Chipotle Follow-Up - [ref:[redacted]1:ref] Hello, I reached out to Chipotle regarding a complaint about a Peachtree City store where I faced refusal of service at the drive-thru window which closed abruptly. Cordell, a Customer Incident Specialist, contacted me about the matter and assured me of follow-up information and meal cards, to be sent to my address. Unfortunately, to date, I have not received any updates since October [redacted]. Despite contacting Cordell twice, there has been no response or return call as promised. I withdrew my BBB complaint with the understanding that Chipotle would address my concerns. I am eager for the update Cordell mentioned. Thank you, Kathy H.

My husband and I recently dined at the Chipotle located on Beechmont Ave. near the cinemas at Pierce Point in a Cincinnati suburb, OH. We visited on Wed., Feb. 9, around 6:00 p.m. When we arrived, there were about 10 people ahead of us in line. I noticed that the tables were dirty and covered in food debris, with only two staff members visible behind the counter. Many of the food containers were empty, and the counter was incredibly messy, with food spilled all over. Due to the unsanitary conditions, we decided to leave as I did not want to risk eating contaminated food. This experience was disappointing as it is not up to the usual standards we expect from Chipotle. I hope this issue will be addressed promptly for the health and safety of all customers.

I have frequented your Grand location in Saint Louis, MO multiple times in the past week. Despite the option for dine-in, the restaurant only accepts online orders daily. As I prefer not to order online due to consistently incorrect and poorly prepared orders, I attempted to order in person today. Unfortunately, I was informed it was "online only" with an unhelpful response regarding the waiting time. This lack of service quality forces me to go to Qdoba despite preferring your food. While I typically enjoy dining at Chipotle weekly, I am discouraged by the possibility of receiving incorrectly prepared orders unless I supervise them personally. The app's limitations on additional instructions further compound the issue. I regret the criticism but your exceptional food is overshadowed by the subpar service provided. I will not be returning unless I am able to witness my meal being prepared.

I have been a longtime fan of Chipotle food since my first taste in [redacted], frequently visiting locations across the country. However, yesterday's visit with a friend left me shocked and disappointed. The restaurant was not busy, yet there were no clean tables available. The young employees lacked proper hospitality training seen at other locations, and their customer service skills need improvement. Additionally, some staff members were not wearing masks correctly. One employee even had their pants sagging below their waist, which was unprofessional for a food service establishment. Despite already being there, my family and friends ordered food, but it was not up to the usual delicious standard. We experienced stomach aches afterward. I kindly request a refund for our unsatisfactory visit. Thank you.

My grandmother and I visited a Chipotle restaurant at [redacted] Ralph Ave, Brooklyn, NY. Upon arrival, a security guard directed us to order online only, despite seeing other customers ordering in line. We complied and placed our order online, but when we went to pick up our food, we found that several ingredients we wanted were out of stock. Despite paying, we decided not to take the incomplete order. I am now seeking advice on how to possibly obtain a refund.