Chipotle Mexican Grill — Restaurant in Madison

IF I COULD GIVE THEM A ZERO I WOULD! NOT EVEN JUST THIS CHIPOTLE BUT THE COMPANY AS A WHOLE! ON JANUARY 11th, 2021!!!!!! I ordered 3 bowls, chips and a large queso on the app, picked up the food, I get home and realize that 2 of the bowls are mixed up and we couldn’t eat them due to our dietary restrictions. We call the store and the manager says we’re sorry, come back and get the right order and we will refund you for the FULL ORDER. Obviously, it’s a little frustrating having to drive 15 mins there each way but I felt like that was a fair deal. I get there and go speak to the manager. He says we’ll make it right now for you and you’ll see the refund by 1/15/21. Come to Monday, the 18th, I check my account and no refund issued. So I reached out to their support team via Twitter and they tell me I have to fill out this form. I’m like okay.. frustrating but whatever. So I fill that out. I didn’t receive a confirmation email or anything. So now, it’s Thursday the 21st. I reach back out to them via Twitter and they say sorry, our CS team is busy. We’ll get to it as soon as we can. I reply like back saying this happened a week ago. I just want my money back. No response.

So today (1/26), I messaged them via Twitter, again. Obviously frustrated, I voice my opinion that this is kind of ridiculous. He asks for my email and says there’s nothing in the system. So I send him the screenshot of my conformation number for the order. Then he proceeds to ask me for details so I explain the situation. Then he tells me okay, I will issue a refund for 2 bowls, you’ll see that in your account in 3-5 days. Now, I explain to him that this is unacceptable and YOUR MANAGER told me I would be refunded for my FULL ORDER. He says unfortunately, since only your 2 bowls were messed up, that’s all we can refund you and we can add a free meal to your account. So I sent a message explaining that I’m definitely not coming back to chipotle, this is an awful way to conduct business and I want nothing from them. also, explaining that it was obviously extremely inconvenient for me to come back to get an order you messed up! 30 mins there and back and another 30 mins there and back. And I felt that was a big reason he wanted to refund my full order. No response.

So I call the restaurant and a manager answers. I explain the situation and she begins to say there’s nothing she can do. I’m like YOUR MANAGER (giving his name) told me I would be refunded for the full order. And she proceeds to say oh yeah, we have talked to him about that type of stuff and he can’t tell people that. I’m like well, he already told me that so why would that not be honored? And she says there’s nothing they can do.

Great way to lose a very loyal customer, Chipotle. Top to bottom the worst experience I’ve ever had with...

We've stopped here several times and the service has always been sub par compared to the the many other chipotles across the Midwest we've visited. However, this past visit will be our last. We would have chosen a table in the back where we would have been less visible but since there was only one clean table in the entire, non-busy, restaurant when we walked in we settled with that one, which unfortunately was visible to the employees. After being glared at by the employees behind the counter for changing our 4 month old baby, on a changing pad, on the table. An employee approached us after we had already completed the task. I had my daughter positioned to nurse - discretely mind you, I'm not about revealing myself in public, just trying to feed my daughter - which was strike one: don't approach a nursing mother, especially when she is trying to get her child to latch, it takes a lot of coordination while in public. I was relieved when I realized she was not telling me I couldn't nurse my daughter there, because there is no way I am about to sit on the toilet in a chipotle bathroom to breastfeed, but then I was extremely disappointed when she told us we could not change our daughter there. If it is your store's policy for me to not change my daughter's diaper, on a pad, in your restaurant then you better get a changing station in at least one of your bathrooms, preferably BOTH the men's and women's (why is it assumed that only women change their baby's diapers anyway?) because I sure as heck am not going to change my baby on your dirty bathroom floor. Also, if this is against your restaurant's policy, then approach me in the beginning, don't gawk at us, wait until all is said and done, and then tell us you weren't going to say anything but then decided you couldn't help yourself and do it anyway. Also, I advise this store to leave it to the manager, who still did not handle my concerns with the way we were treated or my concerns with the stores lack of diaper changing accommodations well and spent far too much time defending her employee, but was at least better than the young, ignorant girl who had no tact, class, professionalism or hospitality in her approach. Also, what was super strange about the encounter, was that the girl approached me, did not even acknowledge my husband, when he was the one who changed her diaper, not me. I ran out to the car and got up and down from the table several times. Why she felt the need to talk about it with me, when I was in the middle of trying to nurse my daughter, and not my husband, who was the one actually associated with the incident, is beyond me. Chipotle, you need to look into this Madison location, and bring it up to speed on how to treat and accommodate your loyal...

I am very disappointed to be having to write this review, but I hope it will be helpful, especially for those who go to Chipotle with dietary restrictions. I used to go to this Chipotle frequently and always enjoyed my meal but my experience today (4/17/21) was very different and quite upsetting.

I ordered a vegetarian sofritas burrito via the app at around 1pm. I picked it up and as I was eating it in the car I found chunks of meat in it. I went in and told the staff the issue and they weren't fazed but offered to remake it. The sofritas in the tub was full of chunks of meat. Another staff member brought over another tub that also contained meat. They didn't seem to understand what the problem was. I was appalled that they found it acceptable for the "vegetarian/vegan" sofritas to contain (large amounts of) meat. I ended up getting my re-made burrito without sofritas. The burrito I got as a replacement was also subpar, being much saltier than usual and the tortilla was dry.

I was told I will be getting a refund which I will watch for, but I am very worried about the staff's lack of concern for cross-contamination. (My dad's steak bowl also contained some chicken, so it's clear to me that food separation and cleanliness isn't a priority here.) I choose Chipotle because of its vegetarian options, and having accidentally eaten meat was upsetting for me.

It was also irritating to spend extra time in the restaurant dealing with this, because I had ordered pickup due to the pandemic, so this mess up meant I had to spend significantly more time in the restaurant which is what I was trying to avoid in the first place by ordering on the app. Additionally, in person dining IS happening here, even though Google Maps says it isn’t, so be aware.

I have contacted Chipotle corporate about this issue and hope they will work to resolve it for me and everyone else who expects vegetarian food to be vegetarian. I would recommend NOT ordering sofritas, because it is likely they will contain chunks of beef or pork. Actually, I recommend avoiding this...