Chipotle Mexican Grill — Restaurant in San Antonio

I’ve already sent a complaint to UBER EATS because I had an order from this restaurant delivered to my house last night. My original order was placed around 5:30 PM and by following the Uber tracking map I could see it was on its way to me. The app indicated the driver had another delivery to make on his way to me, which happens all the time. So while tracking the driver on the map, I see him stop and make the first delivery about 10 minutes from my house and the app indicated for a brief few seconds that he had made that delivery and was on his way to me and would be here in about 10 minutes. A few seconds later after it showed he was on his way to deliver my order to me, the Tracking map disappeared from my phone and a message popped up from UBER EATS saying that the driver had already delivered my order which was impossible. Because he was still at that point at least 10 minutes from my house if not more. I contacted UBER EATS and they reimbursed cash to my Uber account for the order and I turned around and re-ordered it as it was still early enough for me to receive the second order at a decent time. Now, for the part about the restaurant, UBER EATS contacts the restaurant chipotle and tells them that I never got the first order. I’m sure the driver is saying I did get it because from all indications he delivered the First customers order and my order to that first customer. He gave them both of the orders, including mine. I got the second order from chipotle fairly fast but when I opened it, I ordered a burrito bowl, it was not what I was expecting. I ordered the brisket and I ordered salsa and fajita vegetables and other things to be included in the burrito bowl and what I got was simply a bowl of white rice with a tablespoon of brisket on top and about a tablespoon or two of fajita vegetables and a whole bunch of the roasted corn salsa on top of the rice. It was the worst burrito bowl I have ever received from chipotle. Now, if they were upset because they had to make the order a second time, that’s not my fault. It is the driver’s fault for not completing the delivery the way that he was supposed to. I’m just extremely disappointed in that restaurant and UBER EATS. I mean when I re-ordered I expected to get what I ordered, which was the exact opposite, I got the worst burrito bowl I have ever seen in my life and I’ve been ordering from Chipotle for many years now. I can’t decide if they just decided that they were going to take it out on me because they had to make a second order. I don’t know, in reality what I got was the worst food from this restaurant that I have ever received. And what I did was totally waste my money on this order. I did not get...

I am really disappointed in the lack of customer service from Chipotle. With everything being done through a virtual platform, when your order is missing items, you have to go through their chat (Pepper). So, we ordered our meal and were missing items and we went back and forth on the chat and were told we would receive the items complimentary on our next visit. I was not having it. How are you going to give me something complimentary that I've already paid for on my next visit. I expressed to them, you are not giving me anything complimentary, you're giving me what I paid for. However, I would like to have had it with my meal. We ordered through the Chipotle website for delivery, the customer service guy (I'll call him that because he was not helpful) said that I would have to call the dasher for my missing items. I told him "Why would I call the dasher when I ordered directly from your website. I did not use door dash or any other delivery method. If Chipotle has a third party that does deliveries for them, then they should contact the dasher and have them deliver my missing items." He said "oh, no we don't do that." I told him "Well, if you offer delivery then you have someone who delivers, so I would like my missing items delivered." I then asked to speak to a manager, and he said Pepper already resolved my issue. This chat he calls Pepper did not resolve anything. So, he said he would see if there was a manager available. Well, he hung up on me. So, I called right back and spoke to a lady, I went through everything with her, and she pretty much said the same thing but said they don't transfer calls to store managers because they are busy with other things. At the end, she offered to refund me the money back for the items we did not receive, because she was still trying to offer me complimentary the items I hadn't received. Again, they were not complimentary, I paid for them but didn't get them. So, she refunded the items, and I no longer have complimentary items because I chose the refund. ...

Today, October 18th at approximately 7:00pm I walked into Chipotle for the first time as my son asked me to grab him a quesadilla on the way home. I had no idea quesadillas could only be ordered online. The young man at the counter politely let me know to which I would have been fine placing online and waiting but then offered to make it because there was NO ONE in line, also no one came in behind me in line during this whole ordeal. I politely thanked him. As he starts making it, another employee, guessing a team lead or manager turns around and VERY rudely and loudly states just because we are slow doesn’t mean we break the rules. He says okay and apologizes and keeps working on the quesadilla at which time another leadership employee this one a female, maybe the first rude guys boss or equivalent, either way, someone in a leadership role turns around and makes another demoralizing disrespectful comment loud enough for myself and this young man’s peers to hear. While waiting another young employee asks what time it is and an employee tells him seven something and the young man says the f word. That wasn’t punished at all by the managerial staff. I pay for my son’s quesadilla and waited for it to be completed and let both leadership employees know that this is NOT how you treat employees. The male employee tried to say something about how you can’t just break rules. Yes sir I understand that and this was clearly a training opportunity to the young employee who helped me however publicly shaming employees in front of their peers and customers is never the way to correct an employee even if he is breaking the rules.

The chipotle staff at this location most definitely need more leadership training and fast or they will soon be there making meals all alone because no one will ever want to work in this toxic of an...