Customer ReviewsforChipotle Mexican Grill Inc

**************** is subpat and struggles to make decisions. Train your employees better on how to use logic and reason.Please contact me so we can discuss making this right.

On 7/27/24 the guest reached out via e-mail, and a ******** Care agent apologized for the experience, shared feedback with local and regional management, and provided a free-entree offer (good for any main menu item and valued at $15) and a free ************ offer (valued at $6). On 8/1/24 I also reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided an additional free-entree offer.

I spoke with customer care yesterday when I received (at work) a burrito bowl with a whole half avocado with the pit remains intact, plus the wooden stem and brown guacamole. I asked for a refund or a meal comp for a future burrito bowl. The rep gave me a free soda but I explained this was unacceptable, that I dont drink soda. I wasnt able to eat the burrito bowl because it was disgusting and I questioned what else could be wrong with it, and all I wanted was a future order comped so things could be made right and after 15 emails back/forth with customer service, they ignored me and havent responded any further but let me know they wouldnt be giving me any comp which is not acceptable for unsanitary and unsafe food. I have photos and emails to prove it.

On 7/30/24 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, provide a free drink offer (valued at $5 and good for fountain and bottled drinks), and shared the guest's dissatisfaction with the resolution with ******** Care management.

This location should be closed. We went with a family of 5 spent $60 and had no where to sit. The entire inside and outside was covered in trash and food and the inside of the store smelled. When we mentioned something to one of the employees they said to go eat somewhere else. I then contacted customer service and they offered to give me a beverage! Save your money and go to **********. Chipotle as a chain is no longer a nice place to eat.

On 6/25/24 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a free-entree offer (good for any main menu item and valued at $15). On 7/12/24 the guest reached out via the live messaging channel, and a ******** Care agent apologized for the experience and shared feedback with local and regional management. On 7/12/24 the guest also reached out via e-mail, and a ******** Care agent replied to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a free drink offer.

Went to grab dinner for my husband and I this evening and they were out of the following: brown rice, queso, and pico. I waited for 5 minutes for the fajita veggies to be ready (which were very crunchy). This location is frequently out of food items at normal dinner hours.

On 7/16/24 I reached out to the guest via e-mail, apologized for the experience, and requested location information so I can share feedback with local and regional management.

The two ladies who helped my daughter and ***** were uncaring and sloppy! The takeout station was extremely nasty. The order was not ready when we arrived. Initially I sent the girls in to pick up their order...BIG MISTAKE! They were taking so long (over 10 minutes) I decided to go in. Neither employee checked the system or saw the order. My daughter showed the cashier (the rudest one) the order on my phone...****** B in BIG WHITE LETTERS. She was extremely nonchalant and dismissive. The lady finally THREW their burrito bowls together. I ordered extra meat for both bowls...didn't get it! No lettuce! Rice crunchy and undercooked. I want a FULL REFUND!!!! Will be reaching out to the general manager and corporate tomorrow. I included a picture of my daughter's poorly made bowl. My niece traveled from out of town and was looking forward to enjoying dinner with her cousin. Could she...NO! Horrible experience ************************************

On 7/8/24 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and let the guest know that unfortunately, were not able to reverse transactions made outside of Chipotles systems. To protect their customers privacy, DoorDash does not share payment information with each vendor/restaurant they work with. As a result, I am not able to reverse a transaction made through their network. For further assistance obtaining a refund the guest will need to reach out to DoorDash directly at ****************************.

I contacted my local Chipotle store and placed an phone order with their automated system as they do not allow a live person to take phone orders, or so they say. The system took the full order and required payment, which I had provided. When I arrived at my local Chipotle store in *******, ca on ********* and **********, none of the employees could locate the order I had placed. They advised that I call the phone number with which I placed the order. I discovered that while the phone number was a local number for what online appeared to be the location I went to, it routed my order to a different store at ******* instead. I have no idea where this store is or why the order went there. The local store required that I also pay for the same order I had already paid for on the phone. When I attempted to rectify the issue, I was routed to their ********************************************************************************************************************************************** Chipotle asked that I call my credit card company to dispute their charge. They showed no care at all in follow up, attempt to rectify the issue or an attempt to retain my business. I have many options for getting food. This will no longer be one of them.

The guest reached out three times via the ************* phone line, and CC agents apologized for the experience. I've provided feedback to these agents' supervisor. On 6/30/24 I reached out to the guest via e-mail, apologized for the experience, and refunded the order.

This place should be ashamed for how they treat their PAYING CUSTOMERS. I didnt receive all my food after paying and then was told by ****** to get out the way so she can pay she being the person behind me. The person behind me said that I still needed the rest of my order. Then ****** tells the lady, you want your food or not? After that I requested my cup that she at first didnt want to give because I didnt have the receipt that she was suppose to provide me with. I then ask to speak to the manager and he wasnt helpful. He didnt want to hear about a paying customers complaint. He stayed with his back turned to me, not making eye contact. There were no lids so I had to go back to ****** and she mumbled something. I asked for her name and she told me I wasnt getting her name. The manager came to put the lids and I asked him her name and he said it was non of my business. I asked his name and he refused to give it. I was overcharged and charged for an item I didnt receive. I did let my emotions get the best of me by intentionally spilling my drink in the managers directions. Two wrongs dont make a right but there will be far more rude people than I was.

On 6/17/24 the guest reached out via e-mail and the live messaging channel, and ************* agents apologized for the experience, shared feedback with local and regional managment, and requested proof of purchase. on 6/29/24 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and requested proof of purchase.

I made an order to Chipotle over the app. The app put the time to delivery as 30 minutes, I continued to wait as the time to delivery increased by ***** minutes as I waited. I decided to contact Chipotle - there is no way to get a human person on the line at the restaurant. Instead you get Pepper, an AI bot. I never received an order confirmation email. So twice the bot just kicked me out. Then I called the Chipotle line. The representative was rude and accusatory, saying I did not specify the app but said online, which was not true. Obviously there was something wrong with their app, but the accusatory tone and no helpful assistance was mind boggling to me, and I work with customer service. I had been only once to ******************** before, but I will never eat there again.

On 6/10/24 the guest called the ************* phone line, and a CC agent inquired about details about the order on the phone and via e-mail in an attempt to locate the order. No order was found with the guest's e-mail address or by reviewing the potential locations where the order was placed. The guest reports not seeing a charge, which suggests that the order was not completed. The estimated delivery time on the main page of the app would change if no order went through as well, as it displays when a delivery might be made if ordering at that time. If the guest receives a charge, I recommend contacting ************* again and providing that information.

Random overcharging with no signage regarding the extra pricing and poor customer service. My husband and I have been going to this location years ago when it first opened every Friday. We order the same thing, and therefore know the price it will cost. It has only increased due to inflation. Starting 2/5/24, we started getting charged for extra salsa to go with the chips. Once again, this is the same thing we have been ordering for years and have never been charged and there are no menu signs indicating these extra charges. The worst part is that this is not a consistent charge; it largely depends who is at the register that day. And the amount that we are charged is not consistent either. We could be charged one week, a week or two goes by, and then we are suddenly charged again. The price we are charged varies anywhere from $1.60 to about $3.20. And to repeat, there are no menu signs anywhere indicating these charges. When writing to the **************** agents on Chipotle's website, we received the same copy/paste answer: "Thank you for reaching out. Were always looking to make things right. We are so sorry for the unexpected charges you experienced. We have left it to the discretion of our restaurants to decide how they would like to implement extra charges. Some restaurants may charge you about 30 cents to $1.15 if you get 3 or more extra sides, while others will charge if you get it on top of your entree as well as a side cup of it. Typically, if the sides or extras will comfortably fit in the bowl then you may not be charged. Your feedback will be accessible to our restaurant team and field leaders to review this issue for future. Please let us know if theres anything else we can do for you! Stay safe, stay healthy." This response totally negates the issue we are actually experiencing, and the price that is quoted is much less than what we are charged. Replying to this email eventually helps somewhat, but then the issue persists and is never resolved.

The guest has reached out five times since 2/2/24 regarding this issue, and ************* issues have apologized for the experience, shared feedback with local and regional management, and provided compensation when appropriate. Based on reading the guest's comments, one order is a large chips with three salsas. If the restaurant is charging for chips and three sides of salsa, this is the correct charge.