Chipotle Mexican Grill — Restaurant in West Haven

I WISH I COULD GIVE THIS ZERO STARS!!! I really tried to give this place a chance, I've been a customer for approx 2 years but they have proven to leave a lot to be desired. In store the restaurant seating area is always dirty. On several occasions they have been out of food items. When ordering "online for pick up" you are not notified that an item is out. I ordered a fountain lemonade only to find the machine in store, empty. On one occasion an employee refilled the machine while I waited, on another occasion they offered a bottled lemonade. When I expressed that the bottle was not the same fluid oz as what I paid for I was met with annoyance and attitude. I requested a refund and the manager seemed as if I was disturbing him to have to provide it. The customer service has always been terrible, but I can get past that. When ordering for delivery, on several occasions items are missing. Chipotle's first step in handling this is a bot which offers a free item-while not ideal, it is something. Unfortunately sometimes this item does not show up in your account for use. Finally, my last order (because I refuse to spend another dime at Chipotle) had 2 items missing. I contacted customer service and requested a refund (on 01/13) I also requested an email stating that I would receive a refund because the customer service rep, in keeping with the Chipotle theme, was rude and I honestly did not trust him to process my request even though he said he would. As of 01/25, I have not received either. On that same day I contacted the restaurant to speak to the manager in which an employee decided to gate keep and not pass along the call, insisting she could help me herself. She proceeded to blame the delivery driver, stating they did not grab the 2nd bag. I explained my bag ticket said "1 of 1" why would anyone look for a bag 2? She then stated she forgot to put the item in the bag (bag 1) and since it was sealed she added an additional bag with the 2 items. But continued on to say "the driver should've asked if this was the complete order" when grabbing the first bag. I reiterated-why would they ask for a bag 2 if the ticket says "1 of 1" and they have the 1? She then said I could come to the store and get my item which defeated the purpose of ordering and paying for delivery. As her attitude and voice escalated, I asked for the manager again to which she said he was busy. I advised I was willing and would like to hold and she laughed and said "ok" and instead of putting me on hold, she hung up. As I was only able to get to an employee in the store via 800 customer service transfer I contacted customer service again and was met with the first professional employee in all my encounters with Chipotle and she sent out a request via email (which I did receive) for the district or regional manager to contact me. Again, this was 01/13 and as of 01/24 they have made no contact. As a last resort I will dispute that portion of the charge with my credit card company. Needless to say I will not spend any money with Chipotle going forward and I advise they do better!

UPDATE 01/25: I just received an email (about 15 minutes after leaving my review) from CS stating they would reach out to the district/regional manager again and they provided a partial refund...

I am absolutely HORRIFIED at how I was treated by the shift lead that was in tonight. I am a frequent customer of this location, as I live two minutes away. I ordered delivery on their app which is done through DoorDash. The DoorDash deliverer lied and said they delivered my food which they did not. I called the DoorDash number and they said that I need to go into the location for assistance on remaking my order or a refund. I had to pack up my 3month old and go to the location and explain what happened. She immediately shut me down and told me there’s nothing she can do. Her team members asked if they can just remake my order as it showed on the app that I did indeed place an order. She denied it and said I wouldn’t be receiving anything. She called her manager who said he can’t see any orders and told her there’s nothing they can do for me. I have the app showing my order, I have the messages from their DoorDash link saying it was picked up. I have my bank acct showing the order was placed. This woman insinuated at one point that my order may have even been fake. I was VERY ANGRY at this point. I told this woman how I even tried to call their location (which the team members stated the calls do not go through) and how the line is automated and disconnects it doesn’t go through. I show her my call log showing I did try to call the store location. She says no that’s a New Haven number you’re lying. I pulled one of the business cards right next to the register and showed her the SAME number and informed her that west haven is apart of New Haven county which is why it shows as “new haven” under the call log. I asked her did she really think I would try to defraud the establishment for $35 and take the time out of my night to come there with a baby for extra food??? The whole time the team members are very helpful and trying to solve my issue while this shift leader is on the phone with the manager saying should she call the police. Then gets off the phone and tells me to just never order from here again that will solve my problem. The audacity???? I very much do enjoy chipotle and usually have a good experience. How would never ordering from their again solve my current concern?! I ended up paying for my order AGAIN. And will work with my bank to dispute the delivery charge since I never received it. The service I received from the team members the front line, the cooks, the online order taker.. impeccable. They all deserve a raise for how they handled a stressful situation (bonus for making me and my kids tasty burritos and tacos!!) The lady you have hired to do a shift lead??? Deserves a demotion. She is not fit to be in a position of power. She does not deserve to be a leader or manager when her way of solving a problem is to tell me to never order there again. I’m disgusted and feel blatantly disrespected. I will be contacting corporate as well, in hopes this is rectified and this woman is re-educated on how to provide...

The worst chipotle to go to. The employees are rude. I come to this one because it’s closest to where I live and every time I come here I have a bad experience.

One time I ordered a salad and I was deciding if I want dressing and the guy gave me an attitude. moving his hand in a motion telling me to hurry.

Another time, I had a coupon for free chips and guac and when I told the lady she stared at me for a moment, rolled her eyes and turned around to get the chips, and then decided to lie and say we have no chips when it was clearly right there. She was literally about to get the chips. I told her that the chips are right there and she got an attitude and told me the “coupon machine don’t work”. Instead of arguing over food I said whatever and kept quiet and ignored her comments. I payed for my food, and left with an attitude because that was the energy I received. My coupon expired the next day and this was my first time trying the guac and chips. Too bad she was too lazy to turn around to grab chips and make a cup of guac.

Also I frequently do a pickup and place my order through the app, and they never have the order ready and then when they make it, they rush it, barely put a scoop of an item, or it has missing items.

I definitely won’t return to this chipotle anymore. I have to drive an extra 15 minutes to the chipotle near the Milford mall, which is personally my favorite chipotle to go to. The employees are so nice, fast, and my pickup order is always ready. One time there was so much confusion with my pickup order, they made me an extra burrito for the inconvenience!

In conclusion, beware of...