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Chipotle Mexican Grill Customer Service Phone, Email, Contacts

Chipotle Mexican Grill
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1.1 646 Reviews

Chipotle Mexican Grill Complaints Summary

18 Resolved
628 Unresolved
Our verdict: If considering services from Chipotle Mexican Grill with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Chipotle Mexican Grill reviews & complaints 646

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1:29 pm EDT
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Chipotle Mexican Grill horrible customer service and food presentation

From the minute we walked up to order to the time we paid, each and every one of the workers had an attitude. My children got the chicken tacos, my husband got a burrito and I got a salad. We ordered it all to go and when we opened the bag, my husband's burritos was literally falling apart due to the way the girl wrapped it, my kids were given so many beans that it flooded one side of the kids container and I was not given my dressing for my salad even after asking twice for it. We paid nearly $30 for poor service and food that was literally thrown together and missing essential parts of what makes it a meal. Very disappointed and won't be returning for the time being.

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7:54 pm EDT

Chipotle Mexican Grill I came back for the second time to order a half chicken/ steak bowl

They gave me some else bowl I guess because they was busy and everyone was ordering the bowls at the same time but I order half chicken half steak, black beans white rice and I paid extra for guacamole I came home to enjoy my food and my order is totally wrong I got all chicken brown beans no guacamole if you need a picture I can send it to you anytime its just wrong this is my second time trying to give chipotle a second shot I don't understand its a simple half chicken/half steak bowl they more communication in the line its not right to waste gas and time that I don't have...

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7:45 pm EDT

Chipotle Mexican Grill barbacoa burrito x2/ chips

.My family and I eat here about an average of 10 times a month. I was not pleased with the service while visiting on 6/15/17. The portions were extremely small, smaller than usual and the Barbacoa( which is my favorite) had absolutely no flavor. The chips were also stale. The young lady working behind the counter was not friendly at all. I think that this will be the last time we visit. It just seems as if the quality has went down.

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3:16 pm EDT

Chipotle Mexican Grill no baby changing table available

At approximately 3:30, 06/16/2017, my wife and I walked into chipotle Mexican grill at 374 king st, Charleston, South Carolina and asked if there was a baby changing table available due to needing to change our 3 month old infant. We were told there was none available and that the customers were offended that we were changing our infant in the restaurant. Due to our offensive nature we were asked to leave by the manager. Due to this experience we will never come back to this chipotle again. We will also inform others of this incident on social media so your business loses money.

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7:33 pm EDT
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Chipotle Mexican Grill service complaint

Ordered online as usual and only one person from work went to pick up several orders. We all ordered online several hours prior to pickup so they received plenty of notice. When the person arrived at the scheduled time, none of the orders were completed so he had to wait while they made them. Apparently they were in a hurry because they knew they should have had them ready and didn't because they messed up on the order and had to remake at least one of them. This confusion was not due to heavy volume of customers at that time because there were only 2 in the store at 4pm. When he got back to work and I received my order, the bowl was not properly made as instructed on the order and I did not receive the chips that was also on that order.
This is not the first time that they have messed up our orders and we cant go back to the store because we are at work and only have a half hour to pickup order, eat and go back to work.
Order placed thru company email but unable to outgo mail
Please respond to personal email [protected]@yahoo.com

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12:27 pm EDT
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Chipotle Mexican Grill improperly charged for quesarito

Yesterday June 14, 2017 I went to a chipotle on Cottle Road in San Jose California and asked for a quesarito unaware that it may cost extra money, because I had never ordered it before so I didn't know what to expect. My friends had told me it was a quesadilla surrounding a burrito however what I received was melted cheese on my tortilla surrounding a burrito. I watched the workers build the "quesarito-" they took a tortilla, put cheese on half a side and melted it in the tortilla press and then unfolded the tortilla in half and used one tortilla with a small amount of melted cheese to make the rest of my burrito. I was charged $3.50 so they they could use the same amount of cheese that they add to a regular burrito, to have it melted. It was $3.50 for melted cheese and no quesadilla. I was very disappointed and also out of $3.50! I would like my money back or a comp of a free burrito and some education for everyone as to what a quesarito it. I googled it easily and anyone can find out if the workers are building it wrong or not. I asked at the register about the extra fee and she stated that it's a quesadilla mixed with a burrito so it's extra money. I stated that all they did was melt the cheese and I didn't get a quesadilla and she said "that's how it works" when clearly a quesarito is not what I received.

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11:31 am EDT

Chipotle Mexican Grill half chicken half steak

Went 10501 West Broad Street in Richmond VA. The server gave me and customer in front of me very small portions of meat. I asked for a little more and he refused until his coworker advised him to give me a little more. I also spoke with the manager who pulled out a plastic cup to demonstrate how much meat you get. Unfortunately I had to beg for the amount that was equivalent to the small cup he showed me. This is bad for your consumers who pay their hard earned money to enjoy a regular portion of food. I am not asking for super sized just a normal portion. Please respond to my concern because this is very disheartening. And I had to request fresh food, the meat was dried out.

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1:04 pm EDT
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Chipotle Mexican Grill a screw was inside my burrito

To Whom It May Concern,
I recently ordered a chicken burrito from a Chipotle franchise in East Rutherford, New Jersey. I get home to eat my burrito and when I take a bit into it I feel something hard like a rock in my mouth. When I spit it out I find a screw in my burrito. Luckily, I did not crack a tooth. I called the store to state my compliant . The first store manager didn't understand me which was hard to believe because I clearly stated " there's a screw in my burrito", however the second store manager did. He stated to come in one hour to file an incident report and to get reimbursed, however I don't feel that a reimbursement is sufficient enough for what has happened to me.
Sincerely,
Ashley Ballas

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8:12 am EDT

Chipotle Mexican Grill food was cold and not fresh tasting

On 6/11/17, I went to the Chipotle located at 1497 3rd Ave. I ordered a chorizo bowl and all the ingredients tasted like it had been sitting out for quite a while- hard & cold. I love Chipotle for their product and their customer service, but the product just was not worth the $12 I spent. My resolution for conflict is for some free burritos/bowls.

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1:51 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Chipotle Mexican Grill unauthorized charge on debit card

To whom it may concern,

My name is Jordan [removed] and I visited your location in Brookline Massachusetts at 876 Commonwealth Avenue Wednesday June 7th around 2:30 PM. I ordered a drink and a burrito bowl from your menu and the cashier charged my account $476.36. My card declined and minutes later I received a call from the fraud office of my bank notifying me that my card would be turned off because they thought that it was stolen. I am currently awaiting a new debit card but have been without one for the past three days due to the mistake of your cashier. The cashier herself did not apologize for the mistake nor did she say anything directly to me afterwards. I spoke with the manager, Xiomara, and she was apologetic but did not offer me anything for the inconvenience. I would like your company to send me a gift card for the inconvenience of not being able to use the card that I rely on for food and transportation for the rest of the week. I look forward to hearing from you soon, I can best be reached by email at [removed] or by phone at [removed]

Best,
Jordan [removed]

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Resolved

please remove complaint

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7:53 pm EDT

Chipotle Mexican Grill terrible customer service experience

Hi! My name is Raul Garcia. I ordered a kids " build your own" bowl at the chipotle in Woodland Hills California. When I proceeded to check out the host asked me what drink I would like and I chose the apple juice of the kids menu. When she came back she said they didn't have any apple juice so then she offered me the other options like the chocolate milk or a fountain drink. I denied the milk options because I am lactose intolerant and I denied the fountain drink because I don't drink high sugary sodas. So I suggested if I could have a bottled water instead of the apple juice. Since she didn't know if she could give me a water bottle instead of the other option she then asked the manager if it was ok to do so. I then went to sit down to go eat my meal because they just ignored me as the host and the manager were discussing on the policy about giving me the water bottle instead of apple juice. The manager on duty was Pablo and he came to the conclusion to deny me the water bottle after I ate my meal and patiently waited on them to figure out a solution for the inconvenience of not having any apple juice. When I approached him about refunding me the drink they didn't want to give he said "that not how it work". When I asked him what that meant he said he wasn't going to refund me for the drink. So after 20 minutes of being there I decided to leave because all of this took place in front of other guests and I couldn't stand for unprofessionalism and lack of customer service that was given there by Pablo. I've been a loyal customer to you guys through the good and the bad and this experience I had to deal with today was a very disappointing and because of that I will never set foot in another chipotle ever again. It saddens me because the level of customer service you guys have had in the past years have been superb and now just because of a simple exchange of a water bottle for an apple juice you guys did not have stocked for the days inventory you lose a customer for one team members lack of professionalism.

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12:57 pm EDT

Chipotle Mexican Grill food quantity/quality

I normally dont complain and always have pleasant interactions at Chipotle in the Vista of Columbia, SC. Today, June 1, around 1 pm I submitted an online order under the name of Jordyn. I listed extra rice and when I opened the bowl it was so much less than I normally get when I just get normal rice. They also forgot my fajita mix and hot sauce. I am already home and have tight plans otherwise I wouldve gone back and politely asked them to prepare me another bowl. The quanity and quality of my bowl just did not reflect what I paid for and ordered.

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5:36 pm EDT
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Chipotle Mexican Grill line was dirty tables inside and outside were very dirty.

Came in the line was very dirty all the food was old nothing was fresh, there not busy employees were standing there doing nothing, costumer service was awful asked for fresh food and they made a mad face asked to talk to the manager and said she was busy managers jeans all the way down not very professional. Got guac and chips guac tasted like if it was a month old. Wanting to seat down at a table every single table was dirty.

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4:55 pm EDT

Chipotle Mexican Grill overcharged

i visited your location in leesburg va 1001 Edwards ferry road n on 5/28. I was charged for an extra steak bowl. I called the store and I was told by the kitchen manager arcia or raria I don't remember her name as I was driving and did not have a way to write it down. this person told me to bring in my receipt and I will get a refund. I explained that I leave in Charles town wv which is 45 mins away from the restaurant and I don't come to the area often, she said that I would have to come to the restaurant to get my refund. its not fair that I have to drive 45 mins each way for your mistake. I ended up spending more money that I wanted to and on top of that as I was putting my order the server was out of rice so we have to wait, she was out of corn so I got whatever she had seating in the container, no sour cream again I got what she had in the container. my family also had to wait for the rice to come out mean while my food was seating by the register getting cold. the store was freezing call so we have to seat outside which was not that much warmer as it was breezy. I will not be going that way in long time and I want my money back as the service was terrible the food was cold and I was over charged. I hope some one addresses this issue as I shouldn't have to drive this far to correct your mistake. if you need a copy of my receipt I will be happy to provide it.

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2:07 pm EDT

Chipotle Mexican Grill service

The dining area was disgusting. My husband and I came to dine in after church and there was no places to sit because all the tables were nasty. So we decided to go outside but all those tables were nasty as well. The floors and the area where the drinks were located was even nastier. The manager was standing around talking and laughing with employees while the store was a disaster. I'm appalled at how this store was ran. Unfortunately I was in the restroom while my husband ordered the food or else I would have left. Even the area where the food is handled needed to be cleaned. It had food everywhere. Never will myself or my family come here again

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5:37 pm EDT

Chipotle Mexican Grill chipotle bowl food quality

Dehydrating tomatoes in the mild salsa on top of burnt chicken made for quite the unmatchable meal. Unfortunately, in a negative sense. I would have written off the hard rice as just being the unfortunate recipient of the last bottom scraps bit as I worked my way down the line it just seemed to be the standard. I come to Chipotle at least 3 times a week and visit 2 different Orlando locations. At first I noticed the portions take a dramatic dip but if the food quality is the next hit your restaurants take I can assure you I'll be finding another establishment to regular.

2903 E. Colonial Drive
Orlando, FL
Saturday May, 27 @ roughly 6:00pm

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9:44 pm EDT

Chipotle Mexican Grill picking up cheese and lettuce with dirty gloves/cross contamination

As usual as I stood in line I watched the person picking up the cheese and lettuce with their hands, they touched the counters, brushed wasted food off, handled containers, marker pen, went in the refrigerator when someone left the line and rubbed hands together, etc. I never see them change their dirty gloves! I also saw someone from the front of the line that handled the heating machine and bowls walk down to the cheese grab a handful and walk back to her station to make something. Yuck! In this age of cross contamination, germs, bacteria why are people still sticking their hands in our food. Why can't they use utensils, salad fork for lettuce or tongs for cheese. This needs to stop! It's barbaric. It's just nasty.
Haven't they made enough people sick?

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10:58 am EDT
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Chipotle Mexican Grill bit on a small chicken bone

Hi there,
As a customer at Chipotle Mexican Grill; I am typing this because I bit down on a small chicken bone awhile back and cannot afford my dental expensives. I didn't think it was going to bother me until I went to the dentist.

I would like to hear from management as soon as possible with my situation.

I have no pictures because I can't afford my dental procedure.

Thank you,
Concerned customer.

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Update by MrsMikic23
May 23, 2017 10:59 am EDT

I would like to be called about this A.S.A.P!
[protected]

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6:11 pm EDT
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Chipotle Mexican Grill rude employees/ did not get what we paid for

Host: lilia
5/20/2017 @ 5:51pm
8154 montgomery rd #301
madeira oh 45236

my father was treated rude by one male hispanic manager employee.
This manager also treated another employee rude while that employee was working.
We ordered 6 items, including vegan bowls, every order was done incorrect... Including chicken added on my vegan bowls (see the pic below), items requested were missing, & barely gave us any food.
Lastly, lilia cashed us out... She has a
bad attitude as well. She throw our food in the bag!
we will never eat at this location again!

poor service with a bad attitude... Don't make a great impression!

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11:00 pm EDT
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Chipotle Mexican Grill food was not cooked well, employees were rude

I went into the store this afternoon to grab a meal to go, and when I was ordering the employees were rude telling me to make up my mind fast. As soon as I finished ordering while I got in my car I opened my chicken bowl to start eating since I was really hungry and as soon as I took a small bit on the rice it was still hard, the beans were still cold, and lastly I'll mention was that the chips were stiff!

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Update by JohnB_2016
May 20, 2017 6:55 pm EDT

I always tend to go everyday to this Chipotle Store Located In 2110 E Florence Ave, Huntington Park, CA 90255, every time I always have an issue at this store! This store has nothing but bad vibes, rude employees, plus employees are very slow on the line! They took about 45 minutes! They always have loud music! I waited 45 minutes to get helped! And when I ended up getting my food! The food was still hard! The chips tend to be my favorite, but now each day I go I start disliking them because they are to stiff and really salty! I noticed that the manager lady at this store is very cruel to her employees on the line! I've witness her screaming at some of her employees

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Chipotle Mexican Grill In-depth Review

Overall Rating: 4.5/5

Food Quality: The food at Chipotle Mexican Grill is consistently fresh and flavorful. The ingredients are of high quality, and the flavors are well-balanced. Whether you're a fan of burritos, bowls, or tacos, you can expect a delicious meal.

Menu Variety: Chipotle offers a diverse menu with options for everyone. From vegetarian and vegan choices to gluten-free and dairy-free options, there is something for every dietary preference. The menu also includes a variety of proteins, toppings, and sauces to customize your meal.

Pricing: The pricing at Chipotle is reasonable considering the quality and portion sizes. While it may be slightly more expensive than fast food chains, the fresh ingredients and generous portions make it worth the price.

Customer Service: The customer service at Chipotle is generally friendly and efficient. The staff is knowledgeable about the menu and can assist with any questions or special requests. They strive to provide a positive dining experience for all customers.

Cleanliness: Chipotle maintains a clean and well-maintained dining area. The tables, floors, and restrooms are regularly cleaned, creating a pleasant environment for customers to enjoy their meals.

Ambiance: The ambiance at Chipotle is casual and inviting. The modern decor and comfortable seating make it a great place to dine in or grab a quick meal. The restaurant is often bustling with activity, creating a lively atmosphere.

Speed of Service: Chipotle is known for its fast and efficient service. The assembly line-style ordering process ensures that your meal is prepared quickly. Even during peak hours, the wait time is usually minimal.

Online Ordering Experience: Chipotle's online ordering platform is user-friendly and convenient. You can easily customize your order, select your preferred pickup time, and pay online. The system is reliable, and your order is typically ready for pickup on time.

Delivery Service: Chipotle offers delivery through various third-party platforms. The delivery service is reliable, and your food arrives hot and well-packaged. The delivery fees are reasonable, and the estimated delivery times are accurate.

Dietary Options: Chipotle caters to various dietary preferences and restrictions. They offer vegetarian, vegan, gluten-free, and dairy-free options. The menu clearly indicates which items are suitable for specific dietary needs, making it easy to find suitable choices.

Sustainability Practices: Chipotle is committed to sustainability. They prioritize using responsibly sourced ingredients, including organic and locally grown produce. They also strive to reduce waste by implementing recycling and composting programs in their restaurants.

Loyalty Program: Chipotle offers a loyalty program called Chipotle Rewards. Members earn points for every dollar spent, which can be redeemed for free food and exclusive offers. The program is easy to join and provides additional benefits to frequent customers.

Social Media Presence: Chipotle has a strong social media presence. They regularly engage with their followers, share updates, and promote special offers. Following Chipotle on social media is a great way to stay informed about new menu items and promotions.

Accessibility: Chipotle strives to provide accessibility for all customers. Their restaurants are wheelchair accessible, and they offer alternative ordering methods for individuals with disabilities. The staff is trained to assist customers with special needs.

Locations and Hours: Chipotle has numerous locations across the country, making it easily accessible for most customers. They typically have extended hours, allowing for flexible dining options.

Special Offers and Promotions: Chipotle frequently offers special promotions and limited-time offers. These can include discounted meals, free add-ons, or exclusive menu items. Keeping an eye on their website or social media accounts is a great way to take advantage of these deals.

Community Involvement: Chipotle actively participates in community involvement initiatives. They support local organizations, sponsor events, and donate to charitable causes. Their commitment to giving back to the community is commendable.

Health and Safety Measures: Chipotle prioritizes the health and safety of their customers. They adhere to strict food safety protocols and maintain clean and sanitized restaurants. During the COVID-19 pandemic, they have implemented additional measures such as contactless pickup and delivery options.

Additional Services or Features: In addition to their regular menu, Chipotle offers catering services for events and gatherings. They also have a mobile app that allows for easy ordering and payment. These additional services enhance the overall dining experience.

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