Chipotle Mexican Grill — Restaurant in Monterey

Ordered catering for 10 people for my daughters birthday, when I got to my house I was missing all the utensils, bowls, napkins and had one small bag of taco flour tortillas (15). Spoke to a girl on the phone that was incredibly rude and was ringing people up while I was talking (I could hear her repeat their order) I had to leave my daughters bday party and drive 15 min to chipotle where the gurl was extremely rude and said that they don't give out large tortillas with catering order. I explained that we have catered before and always received large tortillas. When the nice gentleman behind the counter said they should give them to us she just said "no" and stormed off. It was incredibly insulting. They gave me all the things I was missing and she threw in another pack of small tortillas, like she was doing me a favor. For $16.99 a person, large tortillas should come with the order. That will be the last time I cater chipotle for a party. I missed 50 min of my daughters party. Customer service needs...

We ordered four items tonight. Each one had a label, but every label was on the wrong item. You practically have to tear the burritos apart (after the wrong person bites into it) to identify which burrito is which. This is not the first time we've had to do this, but usually it is because they simply fail to label the burritos at all.

This store is generally more reliable than than one in downtown Monterey, but that's not saying much. We've had them leave out items. We've had them charge us for meals we couldn't collect because their kitchen was malfunctioning. (They gave us a receipt to use to call the company [the work falling to the customer ☹️] to request a refund, but then the receipt wasn't printed correctly and couldn't be read.) Both stores regularly run out of ingredients well before closing time.

Chipotle used to be more customer oriented. I guess they know that we have too few options in this town and...

We got a couple of burritos near the end of the evening. They were out of the salsas that we wanted and sour cream. So we asked if we could get guacamole instead for no extra charge. They said, “No.”.

So we skipped the guacamole and walked out the store with sub-par food at full price. Then 5 miles down the road we noticed on the receipt that they charged us for guacamole.

So we tried calling the store….got an automated line, no way to get ahold of a person.

Sub-par customer service. Sub-par food. No way to get a refund over the phone for improper charges. Now I’m debating whether 2- stars is too high of a rating.

With a little common sense they could have given us a satisfactory meal….maybe not perfect, but we offered an easy solution when they were about out of ingredients. Now the whole thing left an unpleasant taste...