Chipotle Mexican Grill — Restaurant in Philadelphia

Just stopped at this location. Didn't order an entree, because the food service area was dirty, and nasty, with food all over, although there were no customers, so busy could not be used as an excuse. Requested and paid for a large chips and queso( approx $9),they couldn't even get this right. When i got home i found that i had a large queso and small bag of chips (The large bag is labeled, this one was not, and it contained, maybe, a hand full of chips.) Tried calling the location multiple times, but could only speak with an automatic system. Kept requesting a manager and was eventually connected with someone in customer service. By this time I was obviously annoyed at being routed who knows where, to someone named Monica, no last name, no employee id#. who told me that she would send me an email, to which I was to respond, along with proof of my purchase. Luckily I paid by card as I was not provided with a receipt. However, now I have the additional trouble of accessing my account to prove that the purchase was made. Entirely too much trouble for a customer, who has already done their part by coming in and paying for what they ordered. I also never received the email from Monica so, I have nowhere to send my proof of purchase. "So much for customer service!" The most troubling thing, is that my having an expectation of receiving what I ordered, has me being treated as if I am the problem when I complain. Please stop acting like It's no big deal that a customer didn't receive the right order, or has to make an additional trip to correct, if they want it corrected, that costs time and money(gas). I know that people make mistakes but making mistakes shouldn't be the norm. I have noticed that this location has not responded to several complaints on this forum. Given this, and the fact that I have not received the promised email from customer service, I am not sure if there is a lack of interest in customer satisfaction at this location, or if this is an entire company issue. A response would be...

I order via the app here pretty much 3 times a week. Last night I ordered a Sofritas Bowl with a Side of Guac and Chips via rewards. I get to the Restaurant and I was told there was no chips. Which I think is unacceptable, because what am I going to eat the Guac with my fingers?. The whole meal in my opinion is a wash. I asked for a refund and refused the food. They tell me they cannot refund me since I paid via the app. I was advised to go on the app and start a chat. I did so in the restaurant. The chat is all Auto Bots. So no matter what I typed, the goal was to provide me with a small $2.86 credit and no refund despite the fact that I did not accept the food. No matter what I typed, the system is programmed to disregard ANY full refund. So basically you have just given your money away to an establishment that takes money for selling a service that they cannot provide. There is nothing worse than paying for something YOU DONT GET! Per their auto bot response i did receive the $2.86 credit. But the rewards I used are GONE! the money I paid for food I refused GONE! All of this could have been avoided if they had an actual human to answer calls instead of a robot that is only programmed to appease the customer. The online system should be tied into each location and advise whomever is ordering what that particular location DOES NOT have. There are time when they do not have essential ingredients like: tomatoes, lettuce etc. I feel if you DO NOT have what it takes to complete a order. JUST GO AHEAD AND CLOSE FOR THE DAY AND DO NOT ALLOW PEOPLE TO MAKE ONLINE ORDERS AND TAKE THEIR MONEY AND ONLY OFFER CREDITS TO REVISIT YOUR ESTABLISHMENT!! PISSSSSEDDDDDDDDD...

Let me start by saying if there is something new on the menu, the price should be listed anywhere in the store. Before I go on about this review, they queso was really clumpy and dry . I got the impression that it was old. So I ordered a bowl with rice and steak. On the menu it says 10.95$ so I asked the girl why does it say 10.95 when you’re charging me 12.10$. She says because you got guacamole and queso and I said no I didn’t get the queso but I did get guacamole and that’s an additional 2.65 which I see here on the receipt but I am questioning you about the $12.10. So a little skinny girl walks up to me and says “ I am the manager what is going on?”and I explain to her what’s going on and she says its because I got the new steak and I told her I don’t see anything that says new steak anywhere in the store and she said well where are we getting at? I told her that what I see is the steak on the menu $10.95 it’s like I had to keep repeating myself and all she kept doing was popping her tongue and getting smart with me. I don’t know why I have to keep going through this every time I come to this store. This is the only close chipotle near my house. They need to have more respectful people to explain to us and communicate in a more respectful manner. Man I hate coming here I wish there was a closer...