Chipotle Mexican Grill — Restaurant in City of Albany

honestly hate writing bad reviews but my experience was incredibly bad. i placed a mobile order TEN minutes before i arrived at the store. i wanted to just go in and go out, i was in a rush because i had a bus to NYC to catch. i didn’t know how long the chipotle line would be because i dont really go to this location, i always go to the latham one

but i went in, the line was pretty long. so i went to the cashier and i told her i had a mobile order for kirby, they had it behind the counter. there was a girl in the mobile order section (like where she assembles the food) i told her i had a order for kirby, she says okay & starts doing other stuff, she comes back , asks me again what the name is. i said “kirby” and she says “yes i know but whats the name” and i tell her AGAIN “its under KIRBY” she says okay, and starts making other food. at this point i’m getting irritated because this whole interaction is making me late.

my mom comes in because she was wondering why im taking so long for a simple mobile order thats right infront of her to pass to me. my mom sees that shes just making OTHER mobile orders, even though mine is already made and just waiting to be passed to me. so she grabs the bag herself behind the counter and we leave to try to catch my bus, which i then ended up missing. i had to pay $50 for another bus ticket because of this interaction. This happened on Wednesday, I ALSO requested for extra everything & even paid for guac and the bowl was so extremely disappointing.

there was barely any rice, everything tasted unseasoned. the sour cream was chunky, the guac tasted old, and barely gave me any cheese. the food was also just overall extremely cold too. and i was overall just upset with the whole order. i spent...

Dear Chipotle,

As a regular and loyal patron of Chipotle, I was deeply disappointed and frustrated by your disregard of accountability. On 09/29/2023, I made a purchase at the store located 17 New Scotland Ave in Albany NY. Upon reviewing my bank statement, I noticed that I was double charged for my meal. Assuming it was an honest mistake, I immediately reached out to customer service via email to resolve the issue. Regrettably, my efforts were met with disregard and indifference. Despite providing all necessary transaction details and evidence of the double charge, I faced continuous resistance in obtaining a simple refund. The employees at the branch acknowledged the oversight however, pushed me aside instead of addressing my genuine concern. It is disheartening to experience such treatment from a brand that I have held in high regard for years. I am appalled not only at the financial mistake but more so at the lack of customer service and responsiveness to a genuine complaint filed weeks ago. No customer should ever have to endure this type of negligence and lack of empathy, especially from a well-established brand like Chipotle. I urge you to take immediate action to rectify this matter. Not only do I expect a full refund for the extra charge but also an explanation and reassurance that steps will be taken to prevent similar issues in the future for myself and other customers. Your brand's reputation hinges significantly on the customer experience. I hope you recognize the gravity of this situation and address it promptly and appropriately. I await your swift response and...

Food was fine but I think our experience should be noted. 5 months pregnant and I really had to pee, bathrooms required a passcode, when we inquired with staff they told us we had to make a purchase. We reassured them that we were making a purchase today and I was pregnant and needed the bathroom asap. The woman was somewhat snappy and told us it would be on our receipt and they can not give us the code until we have our receipt. As we were cashing out she told us that the whole street does it because they get their bathrooms trashed...which later told us that it was corporate that has the policy and that there's someone watching the cameras to make sure they don't give out the code. 😶 Wasn't fully clear, we made a purchase...went to the bathroom to find that the bathroom wasn't that clean, trash can was literally missing a trash bag with being somewhat full of trash and the toilet paper roll dispenser doesn't even really work... I get needing have the bathrooms locked to keep them clean and functional for paying customers, but this was completely off putting. Also with the one employee just giving out reason after reason and saying that someone watches the cameras to make sure they don't give out the code and if they do they can get fired... all just felt like they realized they were somewhat in the wrong and were trying to...