Chipotle Mexican Grill — Restaurant in Burlington

I eat at Chipotle all the time and spend my hard earned money there. When I found out cauliflower rice was coming, I was very excited. The other night, I looked at nearby Chipotle restaurants which had cauliflower rice because the one right next to my house did not. It was 15 minutes away but I decided it was worth it. I ordered a bowl with cauliflower rice/double chicken and a large order of chips with queso.

I get in my car, drive for 15 minutes. When I arrive, the worker hands me a bag and starts to walk away. I notice no chips and queso and I ask, “excuse me, I think you forgot my chips and queso” and the worker responds, “oh, we ran out”. I then ask for a refund. He takes my receipt and tells me that his manager will get it back on my card tonight. I was pretty upset but thought maybe it was busy, so I gave them the benefit of the doubt. Then I get in my car, drive 15 minutes home.

When I get home and open the bag, I see the disaster which is uploaded in the photos below. I am not quite sure what it even is. It looks like vomit. I immediately get back in my car, drive 15 minutes back to the store and ask to see the manager. I explain what happened and he says, “Oh sorry, we ran out of cauliflower rice, fajita veggies, and a few other parts to your order”. I respond by saying, “In what world is it okay to not tell me this happened, offer me a refund, and allow me to order a different meal”. After some further discussion, he says that he will just refund me and I can get a new meal, but I can not be compensated for the time I have wasted on this. I assured him I would be following up.

When I walk up to order a new meal, all of the food is essentially out of stock for the day. I ended up getting a bowl with just rice, beans, and chicken. Not even close to what I originally ordered. I then get to the register for the refund and put my card in the machine. After it is processed, I look at the receipt and see that I was only given back $12.52 and that I originally only ordered a “Chicken Bowl” and “Chips & Queso Blanco”. I then explain that this was not my order and I show them the original order. The workers, after some reluctancy (!), say, “Okay, we will give you the other money back”. I put my card back in, look at the receipt to see the amount was correct, and then get back in my car to drive the final 15 minutes back to my house. For those counting, we are up to a 1 hour trip on this nonsense and I still have not even eaten my dinner. Make it 1hr and 15mins after completing this rant.

After walking back into my house, I scarf down my food because I am famished at this point. After being dissatisfied with a bowl of beans, rice, and chicken, I decide to take one more look at the receipt. The first refund of $12.52 (seen below), was fine. It was put back on my card. The second refund of $8.83, I notice, was refunded as cash. I NEVER received cash. So, after wasting a hour of my life, not getting the food I was promised, I didn't even receive a full refund or compensation for the time wasted on the two round trip drives or for writing this complaint.

At this point, I reached out to corporate, and they informed me that “it was my choice to drive back and that a simple refund is sufficient for this situation” and "Why did you drive back". I drove back because I wanted to eat dinner at Chipotle... She also said that I was trying to "extort Chipotle" because I asked for a couple free meals as a way to make this right. Extortion? If I have learned one thing from this entire debacle, it is that the Chipotle corporate team are not well versed in the law. I am one person asking (not demanding) a billion dollar corporation to simply make this right and provide me a couple meals for my time wasted on this. Embarrassing. I will never be eating at...

This location is ideal for using the Chipotle app. There is always a line here during lunch rush hours, but they are very efficient with online orders because they have some employees dedicated to filling online/app orders, so you can just go to the register. I suspect they are efficient with regular orders, too, but why would I want to wait behind a dozen or more people in line when I can order before driving to the store? The real reason for this review: this past week the app wouldn't submit my order (I tried several times), but I wasn't sure if it was not submitting, or if the orders were going through but the acknowledgements were failing. I didn't want to find multiple charges on my credit card if it was the latter, so I went in and asked. The ordering had not been successful - they were aware of a problem on Chipotle's end that day, but not sure why it was happening. They prepared my order right away, added a bag of chips and soda while I waited, apologized for the inconvenience and said there was no charge. Wow, what great customer service!! For the record, I was polite all the way, no accusations, no abusive treatment of them, so they were not just greasing a squeaky wheel. In response, I am here to share a story of great service and recommend...

I’m sorry but the quality has really deteriorated at Chipotle. The food areas aren’t that clean…food everywhere on the counters all between the various bowls of ingredients etc I just bought a burrito and it was supposed to have steak in it and I have eaten 3/4 of my burrito and I’ve probably tasted 3 little pieces of steak. It’s mostly filled with rice and sour cream. When I asked for more meat because it didn’t look like much the response was simply “double meat.” I said no. I asked for queso. She put half a spoon. I said more queso. The reply was “double” queso? I than replied no.i don’t want double queso, I want a full spoon of queso just like I wanted a full spoon of meat. What kind of training do you give these people to where they are afraid to actually give people decent amounts of servings to match the price. And the chips…a bag of chips is literally about a cup for $3.00. What a rip off. I go to Moes and I get an entire bag for the same price antheie chips are fresh…not stale. Again, the quality has gone e down and the line worker is only concerned with charging extra charges. No meat..lots of rice and sour cream..you could do...