Chipotle Mexican Grill — Restaurant in Nashville-Davidson

Disclaimer: Chipotle’s complaint process is internal meaning if you’re dissatisfied with a resolution provided to you by customer service there is no additional recourse available to you as the consumer. Customer service will pass your dissatisfaction along internally and end of story. No case number, no confirmation email you submitted a complaint, nada. So pay attention to the poor reviews you see customers take the time and effort to post. They’ve most likely tried other avenues and been unsuccessful.

I would get delivery from this location multiple times a week every month due to my work schedule and reliability of the delivery service (DoorDash). I’ve experienced my order being incorrect several times but typically found the Chipotle customer service to be helpful. They issue a refund and I recognize mistakes happen like the worker on the line doesn’t double check the name on the bag and the name on the bowl and I end up with someone else’s order. It’s annoying and inconvenient but not an unreasonable situation in the restaurant industry.

Well August 2nd 2023 was a completely different interaction. This location messed up my delivery order twice in one day resulting in me missing lunch for the day and spending an extended amount of time on the phone with customer service in an attempt to rectify the situation.

An outcome of contacting customer service to alert them of the incorrect orders has resulted in my account being flagged as fraudulent and/or a nuisance caller because this location has incorrectly delivered my order so many times according to Chipotle customer service. Yes, I’m labeled as the issue not this location. Mind you I can’t consume the incorrect orders being provided to me because they either contain items I’m allergic to or are so opposite of what I ordered I don’t want to consume it. So, it’s not like I’m getting any free food - I’m usually just out of luck for lunch and out the time and effort it took to contact Chipotle support.

So, consumer beware if you live or work around this location and use the Chipotle app for delivery. Instead of holding the restaurant accountable for their mistakes/incompetency Chipotle penalizes the consumer. I’ve been given a free entree to redeem online which I can’t do because the app institutes a $10.00 delivery minimum. Not much of a refund when you can’t use it.

If I could physically go to a Chipotle location for my order I would because then I could watch them make my order. That seems to be Chipotle’s solution to the issue. Inconvenience me so I don’t use the free reward or I do their job for them and hold this location accountable by going in the store to redeem my free entree and watch their employees make my order to ensure it’s correct.

Although after reading the other reviews of this location I’m not necessarily surprised by my delivery experience. Hopefully Chipotle Corporate holds this location accountable. I can’t be the only consumer that’s experienced delivery issues from this location because every time I’ve gotten someone else’s order they’ve gotten mine.

Restaurants are successful thanks to their customers especially loyal customers - work with your customers not against...

Whoever the young ladies that worked on Nov 2nd around 9:30pm needs to reprimanded or retrained. I placed a mobile app order, I orded a barbacoa bowl with brown rice, black beans, queso, fresh tomato salsa, sour cream, extra cheese and lettuce, plus a large order of chips and queso. Upon walking in, the place looked terrible, trash was literally so piled up in every trash can, it was falling on the floor. The empty tables were not cleaned, there was stuff on the floors as well. Not a good look for a restaurant. The line was long, but there were 4 employees in the store. One left as I walking up to the pick up area. And there were 2 serving customers. The lady at the register (Jamaican maybe) and another young lady preparing the orders for online and in store customers. After waiting for almost 15 mins for my pick up order, I did not receive my chips. I was told by the lady working the register that there was no more chips. I told I spent over $20 on my order, so I would really love to have all of my order. She was very dismissive of this issue and continued serving customers as if I wasn't even there. She said she couldn't do a refund and I couldn't get my chips either. I worked at this location when it first opened up on 21st Ave south. We made chips twice even sometimes 3 times in a day to keep with customer demands. I have to say the service has definitely gone down hill since then. The way that the employee handled the situation would have never been acceptable when I was there. If customers order chips at whatever time of the day, they are supposed to have some made. I suspect the general manager I worked for is not over this location, or is no longer with the company. The place needs an overhaul. Other locations like Metrocenter are the same way. And the 3rd employee ( Jamaican as well probably) didn't do anything to come to a resolution either. This experience was very disappointing, and after this, I don't think I will be supporting this food chain anymore. I work hard, and to spend this type of money to treat myself and get these type results are disheartening. The company needs...

Really bad service. Don’t want to come again, although I like their food flavor. I put in an order for picking up at 1:05 and was about to pick it up at 1:20 for my lunch. I arrived at the store at 1:15 with my friend who waited in line to order. Apparently they were making wrong for many mobile orders. I saw one man was arguing with one staff for putting something wrong in his order and another staff threw an almost ready food into trash because she added wrong item within 5 minutes. I waited until 1:40 but my order was even not prepared and my friend already finished her lunch. I went to check with the staff. One told me they are working on a big order for a person came later than me, and I need to wait for another 20 minutes. Well, at least she was trying to help find my order in their system. I was really starving, surprised and lifted up my voice to ask where is my lunch and I have been waiting for so long there. One guy ( might be manager) said I was yelling at them and asked me to cancel the order 🫠 He also said to the staff “ Don’t care about her”. Is this really anyone should say to their customers??? They even not said any sorry for holding me such long time. Their order system is not good also, even they don’t have any button to cancel an order in the app. It took me more than ten minutes to cancel the order through chatting in the app. During which, I ordered and got something for my lunch at Starbucks. I had several online orders before, never got any on time. Usually around 10 minutes longer than expected. They have really bad service and I won’t come to this store anymore. I would also think twice before I order in other...