Chipotle Mexican Grill — Restaurant in Corinth

I ordered via the online app while entertaining my children at the jump park with the intent on grabbing food for them and myself on the way home. I made my selections on the app and upon tendering the transaction an error popped up telling me that there was an issue with tendering the transaction but my order was sent to the location and I could just pay upon arrival. I loaded up the kids and after a lengthy wait in the drive thru at nearby Panda Express to order food for them, I ventured over to the Chipotle in Corinth to pay for and pick up my order.

The drive thru was backed up and wrapped around the building beyond the designated driveway and in to a portion of the parking lot so I knew that this too would be a wait. As I eased up to the window, I explained to the young lady in the window that I had placed an order but where it would not allow me to tender the transaction, the app gave me the assurance that my order had been sent to the location and I could pay upon arrival. She further confirmed and explained that they were having technical difficulties with the app but that it would not be a problem. I gave her my name... and that's when the problems came.

She was not able to locate my order... not on the shelf and certainly not in the system.

"No problem," I said as I pulled the app up and showed her where my order had been entered and I even showed her that it would not allow me to tender the transaction.

She continued to pace back and forth in search of an order that clearly did not exist.

I asked if it would be possible to just tell her what I ordered so that it could be made quickly. "No, I'm sorry... I can't," she replied - very much to my dismay. "You can come in to the restaurant and place your order inside if you would like," she offered which was not acceptable to me for a few reasons.

The problem was an issue with Chipotle's systems and it was a known issue. The restaurant lobby was equally filled with people - I had already waited and would not endure the same wait again. I had my children in the back seat and unloading them, having them wait along with me inside (when I had chosen the convenience of drive thru for a reason) and having to reload them - especially given the sensitivity with being in public places at this time - was not an option.

I explained to the associate that coming in was not an option and she responded with another, "I'm sorry"... and that was it. After a wait and me essentially begging for someone to fulfill my order, I left empty handed.

When I returned home, I made a call to the restaurant to discuss my experience with the manager. I recognized the voice that answered as the young lady in the window. I asked her if I could have the District Manager of the location's information to contact them and she inquired as to what my concerns were. I explained to her what had just occurred, clearly she remembered me and she then identified herself as the manager of the location and THEN began to offer me whatever I wanted - including to fulfill my original order (if I loaded the kids back up and drove back to the location... and waited in the drive thru again) and I explained that it would not be necessary.

After minutes of back-and-forth, rather than giving me the District Manager's information, she offered to record my information and have the District Manager contact me. I understood, agreed and gave her my information.

It's been seven days and I have not received a call from the District Manager.

I also reviewed my bank account and discovered that Chipotle DID in fact charge my card for the order (see attached image).

So essentially, I've given $13.82 to their business with nothing but wasted time, energy and an empty stomach in return.

WOULD...

I love Chipotle in general, but especially my local (Corinth, Tx) Chipotle. I've never had a bad experience...until today, and maybe it's because I used my rewards for my entree for the very first time ever but even still, that should be no excuse for the level of food quality that I recieved today. I placed my order via the app (as I always do), I ordered an Chicken el pastor bowl (light - brown rice, pinto beans, pico, fajita veggies, corn salsa, cheese, lettuce, queso blanco w/ sour cream & red salsa on the side) and a bag of chips. I get home, unbag my ordered and I really wish that I had taken a photo of what I unboxed but I am not a customer who tends to complain so it didn't even cross my mind initially. Upon opening the container I immediately noticed the lack of ingredients but I initially chalked it up to my preference for "light rice" however, I typically request light rice but have NEVER had a bowl so small...my initial complaint (based solely off of visuals) was the 7-10 shreds of lettuce sprinkled on top. Once I started eating I realized that I maybe had a little less than 1/4 cup of chicken in the bowl and maybe 3 tbsp - 1/4 cup of every other ingredient...I don't even know if there was ANY queso blanco in it. I literally had to add my own extra lettuce and shredded cheese from my fridge and on top of all of that, THE CHIPS WERE STALE!! And my order was an early afternoon order (picked up at 2pm)!!! There is no excuse. And, I realized that this should have been a foreshadowing...I ordered a salad from you guys a week and a half ago and didn't even receive the dressing for the salad...which was a slight disappointment but I wasn't too upset because I never order the dressing normally due to not liking it from years ago but I wanted to finally give it another try because recently social media has been raving about it...but it wasn't even included in my order (despite it being listed as the first inclusion on the meal content sticker placed on the salad container). It takes A LOT for me to complain, especially hours later. My experience today was so disappointing and makes me never want to take advantage of using rewards points again if that it how you all reward loyal customers...I'd rather just pay and not even use the convenience of the app because clearly, I need to supervise the making of my food. I'm glad I only paid $4 for the stale chips and...

I realize mistakes happen but what should have been a simple refund turned into abuse.

I went in to the Corinth, Texas, Chipotle location, in my costume, to get a Boorito. At the register, the girl said, "$14.61" to which I smiled and replied, "It's the Halloween Boorito special." She said, "Oh, yeah. $8.17." I looked at the receipt and it shows $8.17 and later on it also says CP card $14.61.

The next day, my account showed the overcharged Chipotle transaction of $14.61. I called the Corinth Chipotle location to take care of it and a girl named Destiny said come to the restaurant with the payment card to get a refund, so I went up there. A guy named Angel, who was supposedly a manager, handed it to snother employee and told me they would take care of the refund. She said she would refund the $4.00 for the kids meal. I politely stated that there was no kids meal on the order and that the refund amount should be $6.44 ($14.61-$8.17=$6.44). She look confused, then keft to get Angel. I am handicapped and walk with a cane, so standing there that long was very difficult. He stated that I was only owed the difference of what was charged and what the actual price was. I agreed and explained the math to him. He fumbled with register for several minutes and appeared to become frustrated. He stated, "Didn't you even look at the receipt to see how much you were being charged?" I showed him the receipt with both amounts on it. Angel then just left for a few minutes. I asked if Angel was coming back and stated the obvious, that I am disabled and cannot stand very long. Angel finally came back, still disputing the refund. I said I just need a refund of $6.44. To which Angel replied, "Just call customer service. I'm not dealing with this anymore." I called customer service and was assured that I would receive the refund and that for the inconvenience they were going to liad a free burrito to my app. I received a confirmation email of my call that stated Chipotle would be in touch further. That was on November 1. I still have not heard or received one single thing from Chipotle. Terrible company and worse location. DO NOT GO THERE UNLESS YOU LIKE TO BE LIED...