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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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J
12:25 pm EDT

Chipotle Mexican Grill the entire establishment

I went in for lunch today 4/5/2019, and ordered a chicken quesadilla, and for the life of me I cannot figure out why your employees have such a hard time making such a simple thing its cheese chicken and a tortilla. The first lady tried to cram it all together like a freaking burrito, I literally had to say "um can you open that up a little bit, I dont want it all mashed together its not a burrito its a quesadilla. So now that we got that out of the way, I stand there waiting for my quesadilla to finish in the hot press, and im waiting, and waiting, and waiting, the whole time standing right in front of all the workers. Not one person asked me if I was all set, nor did any of them remember my quesadilla. So finally I asked one of the workers if she could grab my quesadilla because the cheese and everything was running completely out of it and going everywhere because it was cooked for too long. The girl I asked just turns around to pawn the task off on someone else and then has the nerve to say to me"oh we will just make you a new one if anything" great so you want me to wait even longer. I said that is not necessary and I will take it as is, so the woman leaves it and goes to the next order before I am even done ordering, I wanted tomatoes and chips and a medium sauce on the side, but not one of them acknowledged me again until I spoke up again. Before I could even ask for the other things I wanted the last lady asks me if I want it to go, I say yes. Now any time in the past they just put the food in the bag, no tin foil lid because its a quesadilla that doesn't fit traditionally in a bowl with a lid, thought that was obvious. Not today apparently. So now this girl is folding my food over 9 times to cram it into a damn bowl with a lid and when I specifically ask her to not do that and just put it in a bag, she ignores me and crams it into a bowl anyway. At this point I am so fed up with how incompetent everyone is that I just leave without my food. This is absolutely ridiculous you are in food service it is not hard, just do what people ask. That's it. Now I am a pretty patient person so for this to send me over the edge is insane and you need to sit all your workers down in this location and teach them something because they do not know what the heck they are doing. I am beyond pissed off right now.

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C
1:28 pm EDT

Chipotle Mexican Grill out of food, burnt and old food

went to this location on 3/31 Sunday in the middle of lunch. After begging my husband to go to Chipotle instead of 5 guys and winning the battle we wait thru the line, finally get up to the first station and let the associate know we wanted burrito bowls. We both ordered double chicken and for the size of the guy dishing out the food, we sure didn't get double chicken. I bet his double chicken looks very different than what he is giving the customers. It looked like 1 serving for both of us. Boo. Then after standing there for what seemed like 15 minutes I realize there are no fajita veggies (peppers and onions) at ALL on the line, beside a few burnt stragglers in the bottom of the pan. I was thinking to myself " it literally takes a maximum of 5 minutes to sautee peppers and onions on a grill. Maybe the staff is miserable, they sure looked that way and I didn't see any person that resembled a manager or any sense of urgency from anyone". Either way after standing there for a while looking at my pathetic helping of chicken and rice- a gentleman comes in and states that he wants a fajita and at that point Mr. Stingy chicken scooper decides to notify us that there are no peppers and onions for another 15-20 minutes. I literally only get double chicken, peppers onions, rice and cheese in my bowls. Needless to say we stepped right out of the line and left and went to 5 guys after wasting a lot of time. The chipotle in Harford county is consistently generous, fresh, and delicious. Maybe the Foundry Row location could benefit from their management team? Or just anyone else who can get the staff moving and doing what they need to do. NO WAY should the place have been such an unprepared drag at lunch on a beautiful day. Get it together. The rumor around the area is that this location is consistently disappointing.

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C
10:28 pm EDT

Chipotle Mexican Grill charged multiple times

On 3/25 I ordered Chipotle from my online account, and my charges were $18.61, and $8.76... I placed two orders... one for me and my husband, and one for a friend. I have never had a problem with ordering online. And today I was checking my bank balances... to review my transactions, and I saw charges from:
3/27 - charged 46.98 and 6.99 in Denver, CO.
I live in Kansas. I have sent in a complaint.
For some reason, my account has been deleted from Chipotle and I can no longer log in, and I can't reach customer service.

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G
5:55 pm EDT

Chipotle Mexican Grill rewards program

I recently signed up for your rewards program on my app. When I went to my local Chiplotle on March 26th, I showed my app to the cashier when I went to pay for my meal. She told me that she would have to scan the app after I had paid. So, I paid and then handed her my phone again. She then told me that she had made mistake and needed to scan it before I paid.

I asked if I could have my reward points, and she said "no". I told her that I was especially upset because I had asked her what to do and she misinformed me.

You need to train your staff better and also teach them how to make amends to a customer when they make a mistake. I should have been given a gift certificate for a future visit.

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M
7:16 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Chipotle Mexican Grill cold food (burrito)

Recently made a visit to the local chipotle. I ordered a (steak) burrito. Paid for a burrito believing it would be hot which it wasn't. The tortilla was well under cooked as was the steak, beans, rice all COLD. I took one bite, I returned to the counter to inform them that my food was cold and would like a burrito made properly; hot. Of course they refused, no refund either. One of the remarks I received was "you shouldn't of taken so long to bite into it." From the time I ordered, paid, walked to my car, took a bite 4 minutes went by. Besides it shouldn't get cold since it is wrapped in foil. This particular location will no longer have me as a customer. I'm paying for a service, if it were free I wouldn't be complaining.

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N
1:46 pm EST

Chipotle Mexican Grill service

1.orders were wrong.
2.when calling the establishment and speaking to Ladonna Gra she was very rude and did not assist any way.
3. I explained that the chicken salad that was made poorly there was barley any lettuce, no rice, no beans, and no chicken. The food was soaking wet and there was a poodle of water in the middle. The top of the container was marked with a "V" indicating it was a veggie bowl. I had explained to Ladonna. To which she replied, "that they use numbers and not letters." Also, that they record everything and she would gladly role back the tape to verify that everything was made correctly. She placed me on hold while she stated she was looking at video footage. When she came back to the line she stated that it was made correctly. I stated that I can send a picture of what the food looked like and that I understand you may put numbers on top of container. However, there was a V on this particular order. We are Emory employees and order through postmates because we were not able to come in person. Ladonna kept being persistence that we should bring the bowl back so that she could see it. Even suggested times that we could come in to bring to her since we were not able to bring in the food. We order from this establishment all the time. The attitude and rudeness was uncalled for when I was only trying to get my 1 out of 4 items to be corrected. I am a big fan of chipotle and would eat chipotle everyday if I could. It unfortunate that the only way to get my order correct is that I have to be present.

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B
4:57 pm EST

Chipotle Mexican Grill service

Very bad restaurant in the work system many times and gone to buy and a lady treats me very badly and a family came to work in chipotle says that managers have a lot of preference in employees and those who are friends or family give them much preference and more a manager that works there treats very badly to the employees and they are very pending all in the bonds that they are going to give them they have relations of fianc2es and as they are their friends nobody speaks nothing pesimo system and the owners never put themselves to see how the worker feels bad work place

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J
1:04 pm EST

Chipotle Mexican Grill I am complaining about my chorizo togo bowl

I walked into Chipotle in my neighborhood, so i go to hand my cash over to the cashier, and she's giving me attitude and seemed very annoyed to serve me. So I start eating, and the bow was completely disgusting, The chips i bought were crumbling apart, the chorizo was burnt, and it was completely too salty. I had to throw out my food because it was literally inedible, how do you expect me to eat charred chorizo? Chipotle is suppose to be all
about a healthy eating style but the food was definitely as salty as mcdonald's fries.

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J
8:17 pm EST

Chipotle Mexican Grill what is going on with the service/food quantity

Just visited the Brea store and the amount of food they put in a bowl is much less then when we first started going to chipotle. We have to ask for everything to be doubled (this is not the first time). Not good! And then we get the attitudes because we ask for double. Taking a long, long break before we consider going back. To many other places to take my family.

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L
1:19 pm EST

Chipotle Mexican Grill online order not ready

Hello, I want to submit feedback about my visit this morning. I had an online order for pickup at at 10:30 a.m. today at the 2025 Wilshire Blvd. Santa Monica, CA, branch. The doors were not opened then, so I waited 2-3 minutes outside. Then when I arrived inside, my order was not ready, nor was it even acknowledged. They said they didn't have my order but then looked again and realized they didn't make it. I waited for 10 minutes after my pickup time. They prepared food for a walk-in first. Then, the burrito was completely overstuffed and ripped. This is unacceptable service. I am writing in hopes that the in-charge will be trained. Nobody even offered an apology.

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12:29 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Chipotle Mexican Grill food incorrect and missing items

Hi, My name is Ophelia Foy. I placed an order online this morning 1/21/2019 online and my order was wrong. I do NOT eat sour cream and did NOT order it but it was in my bowl. My chips were also missing out the bag that I ordered. I am at work, I can not leave to take an order back that was messed up or missed. I dealt with Edith at store 2162. This was a waste my time and money. It is not fair to me that I couldn't get what I ordered correct. I ordered it online so all they had to do was go by the order. When i call and advise what happened, I get there is nothing we can do or I can bring it back. That is an inconvenience when I am ordering from work.

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T
1:16 pm EST

Chipotle Mexican Grill catering food service

Hello, I have used your catering service many times but my order today was awful. Placed my order (d2fvbglhc) on tuesday for a 11:45am delivery on thursday 1/10. I had no idea that my food would be delivered by door dash. Previously, someone from chipotle delivered the food and set it up with the silver pans and chaffing dishes. This time the food was delivered cold and 20 mins too early. I had to heat up all of the food. I called the store and spoke with the person that packed the food (betty). She was nice however, she acknowledged that the individual was early and that if it was cold, he must have gone somewhere else before he got to us. This is not what I was expecting. She pretty much chalked it up to oh well. I paid a $25 delivery fee for what. For a delivery driver to deliver cold food 20 mins before my delivery time and when I asked for a receipt he said they didn't give it to me. When I mentioned this to betty she said well I gave it to him. I am letting my firm know the new practice of chipotle and that it may not be good to go this route again.

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N
4:06 pm EST

Chipotle Mexican Grill chicken quesidia

they forgot to pack chicken quesadia for my daughter. got all the way home and noticed it wasn't in the bag. so had to load the kids back in the car and waste the gas to go back down there which takes about 20 minutes, each way. so when I get there the second time they make another one but never even offered to give maybe some chips or anything, they acted like it was no big deal. highly disappointed . the store was in vero beach florida unit 10. the host name was Elizabeth.

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J
7:12 pm EST

Chipotle Mexican Grill service

On 12/23/18 at approximately 6 pm I went to your store located in Voorhees, NJ with my family of 4. I ordered 2 kids cheese quesadillas meals and 2 bowls for my wife and I. The employee stated that they had no more kids tortillas so instead they would use one adult tortilla for one large quesadilla and I would charged for a burrito. Once the order came out the cashier rudely said they were not allowed to cut the quesadilla when I asked if she could cut it for the two kids. I asked her to explain why they couldnt vs they wouldn't. Is this policy?

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P
12:08 pm EST

Chipotle Mexican Grill worst food experience of my life

Hi!

I am happy to be alive and able to write this review, which is a big thing for me. There was no way of a rating Chipotle zero; otherwise, I would have done so.

Yesterday (01/02/2019), I went to the location on 48th and 6th around 6:45 pm. I ordered a burrito bowl, no rice, no beans, just chicken, mild and spicy salsa, sour cream, cheese, and guacamole. Soon after eating the bowl I felt a slight pain in my belly, but I ignored it until 2 AM in the morning. I woke up at 2 AM in the morning and threw up four times, all the Chipotle food just came out. Then I suffered from diarrhea and ended up going to the bathroom 12 times from 2:20 am to 12:32 pm.

I saw the doctor at 11:30 pm and she said I got food poisoning, it's 12:59 pm right now and no hope of feeling any better. I want to ask Chipotle, WHY DO THEY PLAY WITH INNOCENT PEOPLE'S LIVES. Why make people suffer from the trashy food you're serving?

I have to say, I used to eat Chipotle almost every day back in 2016, but since they changed their ingredients, I started to eat it less and less. After suffering for the last 10 hours (and continuing), I SWEAR NEVER TO GO BACK AGAIN.

A very disappointed and angry customer,
Priya Ahluwalia

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12:46 am EST

Chipotle Mexican Grill carnitas bowl contamination.

I am a flight attendant, and I have just got back to my room with my Carnitas bowl from your establishment on 4th Street, San Francisco. I had taken a few spoonfuls when I got a long piece of plastic in my mouth with my food. Luckily I felt it just before it got to my throat. This is very poor standards. I have been to many Chipolte's all around the USA, but I don't think I will going anymore, as this has really put me off.

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10:16 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Chipotle Mexican Grill slow service on online order

I went into Chipotle's Mentor - Renolyds Rd. last week after placing an on-line order with a 45 min arrival time. Once there along with at least 6 other people had to wait an additional 20 minutes for my food. Also I had a ordered a double steak for my son which only received one scoop + a few extra pieces. I didn't say anything I was just happy to get my food and get it home to my hungry kids before heading back to work where I had to eat quickly. This is not the first time this has happened to me lately. What is the reason for having on-line order when it is quicker to wait in line to get your food.

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J
4:30 pm EST

Chipotle Mexican Grill chicken burrito bowl

12/2/2018. I ordered online using iPhone App a chicken burrito bowl. I was supposed to pick up at 2pm from the Cupertino location on De Anza. I arrived right at 2 and it's not ready. I waited a couple of minutes and that's alright with me. It was busy there.

Here you go. I picked up my order and went home. My daughter found a large MOTH in the rice! While eating!

I did not expect this. Chipotle has been one of my daughters favorite fast food restaurant. This is going to damage that for sure. The hygiene of the restaurant need to be taken care of serously!

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11:23 am EST

Chipotle Mexican Grill I was served uncook peppers when they should have been grilled

On November 29, I made a purchase of a chicken bowl at Chipotle located at 1556A Butterflied Road in Downers Grove, Illinois. It was at 2:31pm. The server ran out of grilled peppers and motioned to a person in the back. He was handed a canister with peppers. When, I arrived at home I discovered that the peppers were not cooked or grilled. I was extremely disappointed. This was not the first time this store underserved me. Last year, I received a bowl with plastic in it. I was then offered 5 free gift cards. This time I am looking for compensation of 500 dollars for my inconvenience. How many times does a service have to apologize for their continuous mishaps. My name is Perry Williams and I am a member of the Chicago media. I can be heard every morning as the news anchor on WVAZ Radio on the Steve Harvey Morning Show. I can be contacted at [protected] or emailed at [protected]@yahoo.com. I still have my receipt and its is order number #338. I have been in contact with the store.

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12:38 pm EST

Chipotle Mexican Grill customer service

I got in my car and drove to the nearest Chipolte in Nashua, NH at 225 Daniel Webster HWY. I placed my order and paid for my burrito. I then asked the employee to cut it in half. He said no and gave an eye roll. I asked for the manager and asked him to cut my burrito in half. He said no. I then asked for a refund. He refunded

This restriction is not posted anywhere and staff couldn't state or show company policy that stated as much.

The time and energy I spent to support Chipolte and then get refusal for a seemingly normal request? I won't be going back and I'll tell my friends and family to do the same.

Your company needs all the PR it can get. This was a no brainer.

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Update by Mikecoast
Nov 19, 2018 12:39 pm EST

What a waste of food.

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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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