I had problem with my order for delivery being messed up as well as my drink not being in the bag. So I contacted customer service through Pepper and talked to what is suppose to be a live agent. To resolve my complaint they offered me a free drink and entree under my rewards. I say thank you and leave off of the messaging. I go back on the app two days later and there is no free entree or drink under my rewards. So I contact customer service again and the only thing change was the name of the supposed agent I was talking too but the wording was identical to the suppose person I talked to last time. This let me know I wasn’t talking to a real person because I real person would’ve seen that the issue should’ve been resolved two days ago and it wasn’t. It still not even though they said I would receive a free entree and drink they never credited my account with anything. So now I have to call customer service just to resolve an issue with my order. They need to bring back the old CEO because the new person not doing a good job. Chipotle has gone way down hill in the last couple of years like every other chain fast food restaurant. I really like chipotle too but after this experience probably won’t eat there anymore.

I’m done trying to use an app which should be designed to make good ordering easy and be user friendly. Again, the app disappoints as so haven’t 25 minutes trying to order a single featured item and pay within the app. Totally frustrating and ruins the whole dining experience! The app repeatedly has issues when trying to pay with ApplePay or with a VISA card saved w/in the app. Your phone system doesn’t allow connecting to the store phone to speak with a team member as you have to go through the annoying process of dealing with the AI iPhone system, which is totally useless when trying to correct this situation. I could not even confirm that an order had been placed, yet the message is stating the payment isn’t processed and I can pay for the order at the store? The poor AI phone system tells me to refer to a confirmation email (which has never been sent). So the app reflects my order and advises of a payment issue (with the payment processing on your end). I exited the app and went went back in, but there’s no record of my order anymore, nor have I received an email. This frustration will drive away future orders to other restaurants with working apps to facilitate meal ordering. Your current app snd AI phone system is a ridiculous and cumbersome process, especially when you’re trying to simply and quickly order a single featured menu item.

My go to Chipotle order is a quesadilla which I have to order on the app for some reason. The quality control with mobile orders is horrible, and I’d say at least half the time if not more I have an issue. My CHEESE ONLY quesadillas are frequently served to me with barely any cheese or barely melted cheese. One time I waited over 40 minutes on my lunch break to receive my food and when I finally did I not only received small portions but my quesadilla was burnt and torn to shreds. I had already wasted my entire lunch break waiting in this Chipotle so I had to leave and figured I’d hash it out with customer service. It was extremely difficult to get in contact with someone in customer service and when I pushed for a refund they instead issued a free entree reward to my account that excluded quesadillas. I responded and said not only was this not the refund I had asked for but wouldn’t even get me another quesadilla. I was told because I was already issued compensation (without my consent to what was being given) that I could not be further compensated. Chipotle makes money off ripping off customers and burning through employees at alarming rates. It’s time to stop allowing businesses to treat people in this way. I used to frequent Chipotle 1-2 times a week, and now have gone months without going because of these issues.