Consolidated "Chipotle" thread
May 6, 2021, 2:54 pm
#256
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Join Date: Apr 2001
Location: Denver, CO
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Posts: 21,540
I think I've had Chipotle twice since my last post. The store closest to my house is not very well run. Two weeks ago, there was a school fundraiser at the location, and they had to shut down the line two hours before closing because they ran out of ingredients.
On Monday... maybe it was the semi-new employee, or maybe Chipotle is saying so, but they were pretty skimpy on the portions (one burrito, two bowls, and a kid's meal). I should try the other location in town and compare.
While it's great they finally put quesadillas officially on the menu, it's annoying that it's an app exclusive.
On Monday... maybe it was the semi-new employee, or maybe Chipotle is saying so, but they were pretty skimpy on the portions (one burrito, two bowls, and a kid's meal). I should try the other location in town and compare.
While it's great they finally put quesadillas officially on the menu, it's annoying that it's an app exclusive.
May 6, 2021, 4:15 pm
#257
Join Date: Sep 2014
Location: RSW
Programs: QF WP LTG
Posts: 252
May 6, 2021, 6:51 pm
#258
Join Date: Sep 2013
Location: DAL
Posts: 1,447
May 30, 2021, 5:00 pm
#260
A FlyerTalk Posting Legend
Join Date: Jun 2004
Location: Either at the shooting range or anywhere good beer can be found...
Posts: 51,045
May 30, 2021, 10:47 pm
#261
Join Date: Jun 2012
Location: New England
Programs: American Gold, Marriott Gold, Hilton Silver
Posts: 5,638
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.
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.
Last edited by diburning; May 31, 2021 at 9:15 am
May 31, 2021, 7:53 am
#262
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Join Date: May 2008
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May 31, 2021, 9:14 am
#263
Join Date: Jun 2012
Location: New England
Programs: American Gold, Marriott Gold, Hilton Silver
Posts: 5,638
I tend to order delivery when I am at work, where I can't leave the building. Although I will never order from Chipotle for delivery again, if I'm ever out with friends or something where they decide to go to Chipotle, I won't say no. If I'm in a position where I can just go into a restaurant to order, I'll still go to Chipotle if I can see everything that they're doing so that any mistakes can be corrected before I leave.
May 31, 2021, 10:48 am
#264
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I tend to order delivery when I am at work, where I can't leave the building. Although I will never order from Chipotle for delivery again, if I'm ever out with friends or something where they decide to go to Chipotle, I won't say no. If I'm in a position where I can just go into a restaurant to order, I'll still go to Chipotle if I can see everything that they're doing so that any mistakes can be corrected before I leave.
I’ve only had CMG on site and not delivery.
Jun 2, 2021, 9:18 pm
#265
Join Date: May 2005
Posts: 4,734
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.
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.
Jun 3, 2021, 10:24 am
#267
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if you want to complain, just provide the app screenshot and store location to CMG. Exact details can be internally traced.
Jun 3, 2021, 12:00 pm
#268
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Join Date: Jul 2010
Programs: AA
Posts: 14,730
Our closest Chipotle is terrible.
We were so excited when they came out with cauliflower rice so we'd have an option other than salad. First issue: with regular rice you normally get two scoops, with cauliflower rice, which you pay extra for, you get a small scoop. Second issue (which kind of negates the first issue), it was so salty and watery that it was inedible. Friends have gotten cauliflower rice from other stores and liked it, but I've seen similar complaints as ours on Chipotle's FB page, so it really depends who makes it.
More recent issues: friends got there at 6pm to eat (closes at 10pm) and they were out of brown rice, with no intentions of making more. A few weeks later, similar time, arrive friend gets last scoop of brown rice, husband settles for the last scoop of white rice, 10 people in line behind them got told no rice - they had only just then started making more as they used up the last scoop. Husband also ordered chips and guac. Gets home and discovers chips are only half cooked. Plus his meat was almost all fat, no meat.
We no longer go to that location.
We were so excited when they came out with cauliflower rice so we'd have an option other than salad. First issue: with regular rice you normally get two scoops, with cauliflower rice, which you pay extra for, you get a small scoop. Second issue (which kind of negates the first issue), it was so salty and watery that it was inedible. Friends have gotten cauliflower rice from other stores and liked it, but I've seen similar complaints as ours on Chipotle's FB page, so it really depends who makes it.
More recent issues: friends got there at 6pm to eat (closes at 10pm) and they were out of brown rice, with no intentions of making more. A few weeks later, similar time, arrive friend gets last scoop of brown rice, husband settles for the last scoop of white rice, 10 people in line behind them got told no rice - they had only just then started making more as they used up the last scoop. Husband also ordered chips and guac. Gets home and discovers chips are only half cooked. Plus his meat was almost all fat, no meat.
We no longer go to that location.
Jun 3, 2021, 12:08 pm
#269
FlyerTalk Evangelist
Join Date: May 2008
Location: San Francisco
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Posts: 27,582
Our closest Chipotle is terrible.
We were so excited when they came out with cauliflower rice so we'd have an option other than salad. First issue: with regular rice you normally get two scoops, with cauliflower rice, which you pay extra for, you get a small scoop. Second issue (which kind of negates the first issue), it was so salty and watery that it was inedible. Friends have gotten cauliflower rice from other stores and liked it, but I've seen similar complaints as ours on Chipotle's FB page, so it really depends who makes it.
…
We no longer go to that location.
We were so excited when they came out with cauliflower rice so we'd have an option other than salad. First issue: with regular rice you normally get two scoops, with cauliflower rice, which you pay extra for, you get a small scoop. Second issue (which kind of negates the first issue), it was so salty and watery that it was inedible. Friends have gotten cauliflower rice from other stores and liked it, but I've seen similar complaints as ours on Chipotle's FB page, so it really depends who makes it.
…
We no longer go to that location.
how are the other cmg besides the one closest to you? How much further is the other one?
Jun 3, 2021, 6:53 pm
#270
Join Date: Sep 2013
Location: DAL
Posts: 1,447
since my order was missed but made while I was waiting. No big deal since we had already had diner and this is order was for our son. It is just the fact he had the receipt in his hand while stapling the bag then tossed the receipt. It was a slick move to minimize any complaint.