Chipotle Mexican Grill — Restaurant in City of Langley

Absolutely shameful. I ordered a burrito bowl on doordash through a family members account (which ended up being nearly $20) and I ended up getting a pathetic, soggy little mess of a bowl. It had barely ANY toppings at all and was hardly even half full. Barely any guacamole, cheese, or anything. The minuscule amount of food was so small It was practically drowning in sauces and looked like a swamp instead of a proper meal that I'm used to from Chipotle. It looked like it had been already half eaten when I had just opened it and there was probably about four bites worth of food before the bowl was finished. Usually a chipotle bowl is big enough to last two meals but I was so hungry after that I had to buy a subway bowl immediately after. I ended up reporting this through the app, and only got $5 back which is a bit ridiculous for such poor quality food completely lacking in toppings. I then called the restaurant to try and sort things out and even though I was polite and respectful, I was given an extremely rude attitude by the person who picked up and told it was my fault for not ordering rice and beans and therefore I didn’t deserve a full bowl. That doesn’t explain the lack of proper amounts of other toppings! Every other chipotle I’ve ordered from has had enough common sense to fill the bowl i with romaine lettuce, which I selected, in substitution of rice and beans but nope, had to cheap out and give me a microscopic sprinkle of everything. The employee also proceeded ti make up a complete lie about how they’ve heard complains from me before when a) I ordered through an account of a family member, not my own. And b) this was the first time I’ve ever ordered from Langley chipotle. I am not from Langley and always go to the metrotown location. If you want abysmal quality food, terrible customer service and overall rudeness then by all means, order from here. If you prefer kind workers, good portions and an actual pleasant dining experience please save your time and go to the metrotown location instead. I will never be ordering again from Langley and instead will be going to the restaurant where workers smile at me and don’t give me attitude when I’m politely addressing a problem. Sorry for going on a rant, I usually never do this but man oh man was this a truly awful experience and I’d like to save anyone else reading this from going through the same food related disaster I did. I’m still hangry as I type this, I just...

This is the sixth time we’ve had significant issues with a catering order, and despite being a regular customer (ordering one a month with $300+ order value), the service continues to deteriorate rather than improve.

Here are the problems with our latest order:

Portions were noticeably small and insufficient for the number of people we ordered for. Several items were completely missing, which disrupted our event and caused unnecessary stress. The meats were incorrect, leading to confusion and frustration for our guests with dietary preferences or restrictions. There was no labeling on any of the items, making it nearly impossible for people to identify ingredients. When we reached out for assistance, the customer service was unhelpful and dismissive, showing no urgency or willingness to correct the problem. Most concerning of all, there has been zero accountability from your team for these repeated mistakes.

In particular, I want to call out the interaction with Roop, the service supervisor. When we initially contacted her about the incorrect and incomplete order, she refused to take responsibility or offer any meaningful help. It was only after I stated that I had taken photos as proof and offered to email them to her that her tone changed. Only then did she acknowledge the issue and offer an apology. This kind of reactive service — only responding once evidence is presented — is not acceptable.

We chose Chipotle for our events because of the quality we expected, but the ongoing lack of attention to detail and poor handling of orders is unacceptable — especially for a company that should be experienced in managing catering at scale.

Unfortunately, due to the continued failures and lack of corrective action, you have now lost a valued and regular customer. We will no longer be placing catering orders with Chipotle and will be seeking a more reliable partner...

Worst service by the manager ever. They contracted us to pick up an order for Delivery via Uber and the manager said they gave it to a doordash driver by mistake and refused to make the order again. They said they could not go into the system but their system has a "recall" function to pull up past orders. We are also able to show them the order on our delivery device as well.

The manager was adamant that they were not going to remake the order. The customer that ordered the food was extremely pissed off as they had paid for food they didn't receive. The manager was unwilling to do anything about it, and asked me to cancel the order.

Uber delivery partners can only cancel orders if it is the fault of the driver, not the restaurant. It is the rules in their Uber Eats Restaurant contract they signed. If the delivery partner cancels the order, the delivery partner gets penalized, and Uber keeps sending new drivers. I was the 5th person to attempt to pick up this delivery.

The manager at this Chiptole location did not understand, so I was forced to wait over half an hour until the manager decided to call Uber on the phone to cancel the order, instead of spending the extra 60 seconds to remake their customer's order. In the end, the customer waited hungry for an hour and a half, and did not receive their food.

They acted like their mistakes come out of their own paycheck. Chiptole corporate should be following up with this manager's made up own policies, as it is pissing off their delivery partners and their customers who order and expect hot...