Wow, I forgot that the thread existed. I'm done with Chipotle. The food is great, but based on how they've been treating me, I don't want to spend any more of my money with them.

My local Chipotles would have minor issues here and there (I'd order for delivery, and would sometimes order a large chips and queso and they'd give me a small bag of chips, or they'd give me a small queso instead of a large, or I'd order chips and guac and they'd either forget the guac or they didn't want to make more so they bagged my order up without the guac, for example). They'd always be "happy to replace the missing side" by giving me a reward for a free chips and guac/queso, which just meant that I'm now on the hook to order from them again in order to use it, rinse and repeat.

The final straw was when they messed up big time and failed to correct it.

I placed an order for delivery, and when the delivery driver got to the Chipotle, they had already closed because apparently they changed their hours due to COVID and the app had not updated with the new hours yet. So, the driver calls me and tells me that the Chipotle is closed, and that I need to contact wherever I ordered from for a refund. I would have been fine with a full refund, because these things happen. I had ordered directly through the Chipotle app, so I requested a refund from Chipotle. I got a customer service agent who attempted to refund me the wrong amount. I told the agent that it was not what I had paid, and that I had paid <amount> instead. The agent then lied and said "my mistake, that was a typo, you are correct" and then proceeded to refund me the wrong amount anyway. I also asked for my free chips and guac reward to be reinstated. The agent said sure, and said that I'd get it back within 24 hours. 24 hours later, instead of getting the reward back, I got points for the order that I never received, so the agent never cancelled the order and never reinstated the free chips and guac reward. So, I sent in a customer service complaint requesting the correct amount refunded, I don't even care about the chips and guac reward anymore. Guess where the complaint went to? The same customer service agent who refunded me the wrong amount, and was now spamming my email (I received SIX emails in a row containing nonsensical responses) and the agent was playing dumb about the whole issue.

So, I contacted Chipotle on Twitter and was told that I would definitely get someone different to look into this. Over a week later, no one contacted me, so I disputed the remaining charge on my credit card, and won the dispute with the customer service contact transcript as proof.