Chipotle Customer Service

Chipotle Positive Reviews

Average AppThere are several problems with the chipotle app in my opinion. First, anyone who orders online or scans so that they can get points should have the receipt email to them. Also you should be able to pull up the receipt in the app, as well as look at your transaction history. 2nd, you should be able to see your points adding up other than just the total, to ensure they are being added correctly. 3rd, you need to create a short comment section at the end of each entry item. Currently there is no way to communicate with the restaurant about any specificity to one’s order that can’t be manipulated via the app options. What if I want the fajita veggies on the side with my bowl? There’s literally no way to tell the restaurant that now. Which means if I want that, I have to come in and order the food the good old’ fashion way. The Chipotle app has basically taken every measure possible to avoid letting people see specifically how their points are being added at each purchase, as well as still requiring me to get a paper receipt regardless of whether I have a rewards account. I also can’t order through the app if I want my food the same way I am able to get it if I just go through the line inside. It’s not efficient and it’s archaic. Get it together Chipotle, you’re better than this..ModellawVersion: 10.1.0

Festini says it’s great but…I love you chipotle. I love you like peanut butter, loves jelly, nestled in a loaf of bread. I love you like Christians love Jesus, and like Jesus loves me. I love you until the end of time no matter what happens, whether it’s controversy or just good old fashion, food poisoning, I will still love you. I am addicted to you. I just wish, oh, how I wish, that I could teach every employee how to wrap my burrito. I wear a suit every day to look good for you chipotle‘s, and when you wrap my burrito and it’s foiled inside a bag, the foil does not protect it from an incompetent rap. I don’t care if you double rap, what I do care about is when you pretend that aluminum foil is part of the tortilla and throw those wayward pieces of chicken in there after wrapping it. I care when you let him three large tablespoons of juice leak out of the side and watch it and ignorantly try to control it with the aluminum foil and pretend that it will not be there when I open it up. Period I don’t know what it’s going to take to convince you that this is not the way to roll a burrito. It is, however the way to dirty my suit. I love you chipotle even if you make me late to my open house you are worth it. But please, please, please learn how to roll an oversized burrito without getting it all over the place and then rolling everything into an aluminum foil..JamesFestiniVersion: 10.22.3

Customer serviceI 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..Shav253Version: 10.33.3

Employee ReviewI have worked at chipotle for a few years and I have completed a lot of online orders. This app makes it very easy for people to place online orders and have it ready. I have some suggestions to make the DML easier for employees as well. First, having special instructions on screen would make it a lot easier for employees to ensure they make everything perfect for online orders. A lot of times customers will change their name to add special instructions like asking for vinaigrette or for extra something. Customers should be able to leave a message for workers, not just Doordashers. Next, there should be a way to inform customers if we are out of something before they order and pay for it. There have countless times where we have been out of guac or cheese and the customer put it on the order, so they pay more for what they do not receive, and it is a lot more complicated for them to get a reimbursement. Last, for quesadillas, customers often order fajitas, but it is hard to tell if they want it in the quesadilla or on the side. There should be an option like how there is one to add 1/2 a portion of beans or protein to say “inside” or “on the side.” Chipotle is an excellent company to work for, thank you for listening to feedback to help us make sure we make everything perfect for our valued customers!.Stephanie SheelerVersion: 11.6.2

Weird app experience led to rude encounter with the manager 😬I just had a pretty frustrating experience picking up my order. I went to the restaurant to pick my mobile order up, and the employee said it wasn’t showing up in the system. She was very nice and took my phone to see what the issue might have been. The order was there, with the correct location and date. The issue was that the store did not have the order in their system. The employee apologized and took pictures of my order to make before the manager came over to the window. This is where things went downhill. Not once did the manager apologize (I made sure to apologize many times) or attempt to help solve the issue. She simply came up with a list of potential things I did wrong. Her tone was accusatory and unfair. I get that it was a confusing and —maybe even frustrating— situation. I was not being unreasonable. I never spoke impolitely. I was patient and responsive. I HATE confrontation and was not about to get into it with the poor employees at Chipotle. I knew that the situation was nobody’s fault, and that it was apparently an app malfunction. However, I was not offered the same understanding by the manager. She gave me my food, did not smile at me (not a big deal, but worth mentioning) and left. I still don’t know what went wrong, but feel 10 times worse after that interaction. AND IT IS ALL THE APP’S FAULT… lol jk… kinda.ShawnaMoFoVersion: 11.3.0

Generally good, but scrap the DoorDash IntegrationGenerally I have no major problems with the app. I have occasionally forgotten to select Delivery for my order when I’ve been in a rush, causing me to have to go pick it up (that should be an easy UI fix with a toggle or buttons that stand out) but aside from that ordering is easy. What I don’t like - related to delivery - is both the DoorDash integration and use of the DoorDash service generally. The integration provides only basic info, then links me out to a website for map “tracking”. It’s a terrible experience, plus while the app shows fairly real-time high level status, the website it takes me to for more advanced tracking g does not. I have to continually refresh the page, and I can’t see any driver activity prior to it leaving the store. Which takes me to the DoorDash service. They often can’t find a driver (I live in a major city so as a service it suggests they don’t have enough drivers to support demand. Plus their mapping system is terrible. It’s often inaccurate, plus I can’t see that my driver is actually making multiple ops unless I see him go the wrong direction. Totally bad customer experience. The drivers themselves are fine, but it would behoove them to spend a little extra to be supported by a better API/delivery app experience. In fact my meal was supposed to arrive 25 minutes ago, but because of DD it’s super late. This is a semi-frequent thing..TickerTainVersion: 8.9.2

Trying it yet an again….Over the years I have tried Chipotle as my adult children are such a fan. Back in 2019 I absolutely enjoyed the chorizo, but it was to never return. After several attempts of others menu items, I just don’t care much for the food. But! Then they brought out chicken al pastor which again is limited time only but was quite delicious, but, and there is a but, the portions of the meat have over time decreased yet pricing has increased. The last time before today that I tried chipotle was in February of 2024, and it was good tasting with little meat and I had ordered using 400 of my points for guacamole, which I didn’t receive, but they kept my points even after several email and also using the receipt survey to no avail. As I said I enjoy the taste today of the brisket but to feel like your not getting the food equivalent to my money, I included light rice which I never do in my bowls in hopes that it wouldn’t see. Like Singh a rip off. I am sure that as another 11-12 months go by I will relentlessly try it again in the hope that they have chicken Al Pastor or something new that I am willing to try..Mkruser7Version: 10.35.0

Is this a conspiracy?As a person who works downtown, in customer service, our staff frequently enjoy chipotle. But…. It’s weird how every time you don’t order a salad, they don’t have the dressing. We offer to pay extra and last week we were told they didn’t have any and then when I asked for a manager they suddenly had it. Tonight they flat out just said we don’t have any. Asked if I ordered a salad, if they might have some then, the manager shrugged his shoulders and said, “we just don’t have enough people” The people who were working were super busy talking about their sexual relations, pretty casually. Even the manager looked embarrassed. He was the only one working. The dishwasher asked if I’d ever worked in food service… I have. But I wasn’t being rude. I just really wanted what I ordered. And after having to fight over it every time, I was annoyed. So Tristan, who I was told is the hiring manager, if you need help recruiting some great staff that would be willing to make the salad dressing, I’m happy to help you do that. I work in employment services. Please reach out. For the manager working tonight, it’s ok to be the manager and enforce these employees do their job and provide better service. I’m not saying I won’t be back, because that’s a lie. I just hope to help. We just want the dang dressing! Please and thank you. Btw, our dinner was fine..FbfcfvhbffVersion: 11.2.0

Overall great but with flawsOverall I love the convenience and layout but there are some essential flaws that really aggravate me. 1. The gift card management is AWFUL. Seriously awful. If the gift card you apply is insufficient you can’t use the gift card along with a credit card. You can only use one payment method. I’ve had a $2 balance on my gift card for months because I haven’t been able to use the full balance. Similarly you can’t add an additional gift card to the balance. I have a new gift card but the app won’t let you add to an existing gift card balance. So I can’t use my current gift card or new one unless I pay in store...which defeats the purpose of ordering via the app. Honestly this is the main reason for my low rated. It’s just stupidity and it’s the only restaurant app I’ve ever seen so this. It’s just DUMB. Did I mention it’s dumb? 2. The app always defaults to a certain location, even if you set a certain location before going to order. I have ordered from the wrong location after the app defaulted without me realizing. There are multiple locations on the same street in my area so I thought I had the right location until o got to the store and they didn’t have my order. The people were understanding and gave me my order with no additional charge..Curban222Version: 8.6.0

Chipotle is completely so corporate and all about money they never solve any issuesChipotle was great when it was great but the best past couple years there’s been so many times where getting help with an issue whether it’s for rewards or just to speak to someone or the food quality, there is no help !! I had a burrito delivered through the app and it was the worst smallest thrown together burrito and I was missing 3 tacos I ordered with it as well. I got an e-mail back saying due to high call Volume they can only provide chips and gauc to me. It wasn’t cheap getting delivery and ordering that burrito and tacos for it to be not even complete and not eatable even completely cold. Also the app for some reason every time I step into a location it wants me to update or won’t let me access my points. Freinds of mine have also had this same issue it seems a bit wierd that these issues happen on purpose. Chipotle use to be great when they put love into making people happy with food. Everything is about money now and it taste that way and their customer service shows this as well. The good ol days are far gone unfortunately..LizaamillyVersion: 10.10.3

Sides of lettuce and tortilla desired in app!The app seems great! I just started using it so I haven’t run into any problems yet! However, I would request that the items that you put on a burrito all be made available as sides! A lot of items are available as side items but not lettuce. The trouble with this is that I don’t always buy to eat right away! I buy to eat later or to eat the next day. There is nothing so gross as trying to heat a burrito with old wilted lettuce on it and then have to remove it as wasted anyway. But, I still want lettuce. So if you make it as a side item, I can still add lettuce when I’m ready to eat it. Making the tortilla a side item would also be awesome because the tortilla gets sogged out, weak and then breaks. And then the whole thing falls apart! I can’t always order fresh so I need to preserve as much freshness as possible. Surely you can avoid problems with excess portions for sides by setting up a portion controlled container. I would be so happy for these options to be made available on the app! Thanks for considering this!.Harmony’s dramaVersion: 10.14.0

Cool update, but still lacking basic functionsI have used the chipotle app since it first came out, every update offers more functionality but there are still so many basic functions missing. For example, I ordered delivery from the app for my office last week. Today I went to look for the receipt to expense the lunch, there is no receipt function in the app and when you try to find info on an order it only forces you to reorder (smart chipotle, but I want the receipt). So I check my email, nope not there either and not in my spam. Next I check for a help or support functionality, again nothing available. After 30 minutes of this, I went to my credit card statement which is not an itemized receipt. Make it impossible why don’t you? In addition, the new point and reward functionality is fun when you get something free. But the free guacamole has never worked and always says we don’t meet the requirements- however it doesn’t list what those requirements are. Luckily the free meal works or it would be completely useless. Then the bonuses section of the app has never been filled with anything, if you are going to create and showcase a section on an app then you should use it..D-Raven92Version: 8.4.5

Better to get food in person!!The app isn’t the problem but it is the execution by those working in the restaurant. We have ordered a few times now online to get our order to go. Each time it seems to get worse. The orders the first couple of times were labeled so we knew whose food was whose. Tonight nothing was labeled. The portions used to be normal as well but each time the portions we have been receiving have been less and less. I like a double meat burrito with no rice. Usually my burrito should be bursting at the seems when I get it in person. Tonight my burrito was about half the size it has been in the past. When you are paying upwards of $14 for burrito with extra meat you should be getting a good sized burrito. Other problems with the online order were thing s like the kids chips and drinks were not I the bags they you couldn’t check very easily because they were all taped up. So I had to assume they were on the bottom somewhere but they were not there. The only way to really get why you ordered is to have them make it in front of you. Otherwise it is too easy for the those who are preparing your food to just give you whatever they want to. We will not order online again..RufannmamaVersion: 10.16.0

Lacking basic functionalityI love the convenience of being able to order food by an application and have it ready when I get there. However, the chipotle app leaves a lot to be desired.I had purchased a gift card and loaded it onto my app, but when it got down to only seven dollars, it proved to be very frustrating because I couldn’t make up the rest of my order with another payment. I had to go to the store and have them scan the app in order to remove the remaining balance on the gift card and clear it out. The problem is, the folks in the store are not that well trained and it took three times of doing that in order to make it show properly. Also, even if you have more than one gift card, you have to remove one before you can add another. Once again, very inconvenient. It’s also very frustrating that you can’t order a vegan salad without the guacamole and get credit for that. If you aren’t ordering a two dollar add-on, then your order should be two dollars less. And finally, you should have the option to make something light or extra for every option. Sometimes I can and sometimes it says I have exceeded the number even though I basically ordered the same thing almost every day..TaleciVersion: 7.5.0

Could be better, but it’s not, yet anyway!!First off awesome food! Cool restaurant concept. However, this app is still flawed. I’m a fist time user and it was a cool way to order so I could get what I wanted, the way I wanted, and just go in and pick it up. That’s the point right? Also getting rewards is kind of cool as long as you get to use them. Nope!! I used my chipotle gift card though the app, it said the card was empty. That was a bust. I still had a balance on my card but I had to go in to the store to use it. This making the app absolutely useless. Couldn’t use my reward, had to reorder again. I’m betting if I send my debit or credit card it would have been just fine though. So from that perspective it is probably a useful app. I’ll have to try it with out the gift card though. Maybe I’ll get to use my reward, assuming it says I still have one or two. Keep trying and maybe add a way to use or get rewards by showing the app rewards and linking it to your customers receipts. So the get rewards if the app fails to do what it says it does. Trust this review it fails to do what you’re saying the app update says. Thank you, disappointed. You will get there eventually, one can hope..TandgnVersion: 10.20.0

Easy to use but needs workI generally use this app to order food online so that I can skip the line and just pop into the restaurant. I never had any incorrect orders based on what I ordered through the app, so that is good so far. My orders are usually on time as well. I haven’t used the delivery option yet since I’m a bit hesitant and it’s pricey. My only main issue with this app is the rewards program. I order online quite often, meaning that I should receive points each order. I wait 24-48 hours after each order but I continue to never receive any points. I contacted Pepper (which was an annoying long process), then I was further assisted with an actual team member who was also not able to help me. Then they proceeded to pass this issue on to another team. That team never reached out. Later on I received an email saying I got 250 points because they “made a mistake”. In reality, I should’ve gotten over 400 points, but it seems like this issue can’t be resolved properly. It would be nice to earn actual points and use them since I signed up for this. Other than that annoying issue with rewards, the app is super simple, customizable and does the job..BellakmbyVersion: 10.18.2

Needs ability to confirm location of order pickup one more time before submittingOverall good mobile app that allows for customizations. Needs the ability to confirm location of order pickup BEFORE submitting the order. While I am sure having the last order location can be helpful when ordering- I have now had two occasions where the order was sent to an unintended location - I.e was traveling last month in another state and had an order there. Today when trying to order from my local restaurant, the app defaulted to my last location which put the order 6+ hours away! The customer service rep was helpful but was limited to only being able to add replacement entries and not cancel my order and refund my money. This also caused waste as the order was subsequently fulfilled in the next state and I received a phone call from them an hour later letting me know the order was ready! Highly recommend a verification check on the location of the order one more time before submitting the order - including doing a location check on the users phone to have them confirm if they are more than 25-50 miles away..StruggletoreadVersion: 11.16.0

The app itself is pretty cool but chipotle do better.We ordered off of this app only to realize 30 Minutes later our order had been canceled... no notification or explanation as to why. I had to click on the “where is my food?” Option to see (since it hadn’t came even past the estimated time!) where it was at. When we investigated further we saw that the app had charged the money anyway?!? Like what? If the order was canceled, refund the money. We then called up the chipotle we ordered from and they told us, a door dash employee had came to pick up the order but the chipotle location said they didn’t receive it...🤔hmm. How could that be, if the door dash employee received it & went to that chipotle to pick it up... how could they not have received it? If Chipotle is the one billing us.. how could they not have received it? come to find out they did have it in their system. They were just lazy and didn’t want to take the time to search for our order or make it. We ourselves had to leave the house to pick up the food/ get out money back. all in all Chipotle make sure your employees don’t try to scam people and act as if it’s all door dashes fault when in reality, they are at fault. Period..XokenyaVersion: 6.2.1

Very inconsistent and got food poisoning the last timeI’m a gluten for punishment I suppose and I keep ordering from Chipotle. The last time I ordered, I had terrible food poisoning and I vomited so badly, it was like the movies. I’m been very disappointed in the food and I’m dumb as I’m trying again tonight. Every, single time I’ve had Chipotle through the years, it’s been inconsistent. But with all of your locations, it’s never, ever consistent: not all of the items are in the food that was ordered, waaaay too much salt in the rice another time, etc. It would also be nice if your employees were trained how to make a burrito, it’s not that hard to make lines of food so you don’t have clumps of sour cream, guac, etc. I have to open the burrito when I get home just to mix it myself. Yes. I’m the idiot because every time I’m hopeful that things have improved as I do like the food if made correctly, consistent, and doesn’t make me projectile vomit till I had nothing left in my stomach and was still dry heaving for hours. Please, get your restaurant right!.MadamdreVersion: 10.18.2

App works greatWorks great idk what the other reviews are talking about.HwiebeneVersion: 11.11.0

Make it make senseI live in Canada and I have the app and have used it with no problem in the past. Today for the first time, I got a notification on my phone from the app saying I can get free delivery until August 29th. Sweet! I haven’t had lunch yet, so I’ll order and get it delivered to save me a trip there…or so I thought. I put my order in and select “delivery”. I put my address in and it tells me “sorry, we can’t deliver to this address”. I tried about three times and got the same message. Why send me that notification (first time I even got any kind of notification at all from this app actually) if it won’t even work where I live? That’s like putting a coupon in my mailbox for the restaurant location, going to the location and using it, and the location decides not to honour it. Please fix this….Shamelessly namelessVersion: 10.2.0

Loveeeee the quesadillasAlways come back to my comfort meal🥺🫶🏻.AdvieeeVersion: 11.17.0

Apple wallet not workingTried uninstall and reinstall but still no luck adding the reward card to Apple wallet..Will0323Version: 10.17.1

It worksI wish they did better on the timing and you gotta keep in mind that you have to re-order within 86 days.Asianbear43Version: 11.17.0

AmazingGreatest App Ever, Greatest Food Ever, Everything is just a 10/10.Bubslover1122Version: 11.16.0

Best guac, chicken and steakI love the freshness of meats and Salsas. Thank you for giving us tasty anf healthy food =).Nena SCVersion: 11.16.0

Good serviceGood customer service, good portions..Burrito foreverVersion: 11.16.0

Great!Big fan. healthy, fast , affordable and tastes great.JeremyeslVersion: 11.16.0

GasYummy yummy in my tummy.TjphotVersion: 11.16.0

Does its jobEasy to use and saves your orders to use again. Good stuff..Juicy jayzzzzzVersion: 11.16.0

It’s the extra mileThe simple way of swiping an item to have on option to ask for it on the side instead of having to add a note makes me smile every time. Thanks for going the extra mile..Hrd2ReidVersion: 11.14.0

Expensive, but goodGetting too expensive for what you get.PcgamingmanVersion: 11.15.1

The bestChipotle is my favourite place for lunch and dinner. I eat at chipotle couple times a week and still keep coming back..NiranmojoVersion: 11.14.0

Great appThanks.Ali CemilcanVersion: 11.13.0

Free International Money Transfer 💸Enjoy high maximum transfers into more than 20 currencies while saving up to 90% over local banks! The cheap, fast way to send money abroad. Free transfer up to 500 USD!AdvertorialVersion: 11.17.0

Chipotle Negative Reviews

AWFUL!!!I went to order from the app and kept getting a “Something Went Wrong” message. After several attempts trying different changes I got in my vehicle to just order in person. When I walked in there was a small line of people and when I asked a patron if this was the end of the line to order she said that you have to order online or in the app. I went to an employee and explained that I had tried to order multiple times and keep getting the same error he told me that their network had been down for at least 30 minutes and will not be back up for another 20 minutes or more. I then asked if I could just give him my order and he said no, you have to order online or in the app. I then said that you just told me the network was down and would not be up for 20 or more minutes. His response was yes you will have to wait till the networks back up until you order and then it may be an hour or so before we have the food ready. At what point does common sense come in to play?! I wasted time and effort to get a ridiculous response and was turned away to give my business to another establishment. It is not all the employees fault. If Chipotle had a network issue then they should shut down the app and the website stating that there’s an issue and not let the customer feel like they can place an order when there was no way the customers were going to be able to place that order. The whole experience has soured me towards purchasing any further meals from Chipotle..IccanobnadVersion: 8.14.1

Really awful and archaicAfter having this app for 3 years now, I realize that there is a lot wrong with this app. The one I have most issue with being that sometimes when you order, the location may not receive the order albeit you already got charged for the meal, causing you to lose money on the meal you either never receive or if the location is nice enough then give to you. What’s the point of the order ahead feature if it’s broken? Another being that if you were to request a refund, since there is extremely little to no support, you’ll never see that being processed, and if you call them, expect no one to pick up. It seems like they have a support team, but from my experience, I highly doubt it. The reward system and bonuses are a joke and never seem to work or have any bonuses, yet again something that looks enticing but then never goes into effect. Finding your receipt for an order is a nightmare, and perhaps the worst implementation I’ve seen of something like that. All other places will give you the itemized receipt that you can go back to later in case if you charge someone, not Chipotle, they give you a total and then make it really hard to find that total. I don’t hate chipotle, I do like their food and that they seem to be trying to be sustainable, I just really hate this app and whoever worked on it either knew nothing about app design, or was tasked on making it really archaic after you order so that you get screwed over more easily (I’m leaning on the second).Jimmy the reviewerVersion: 10.11.0

Not Worth App Issues AnymoreAs many others have said your experience using the app will be different every time, even when going to the same chipotle it will be different on another day. I’m speaking from experience. Anyways you can get past all of that because getting a free chips and queso or drink or whatnot just for your past visits is nice. I don’t know what they were doing with this past update but I will be likely just stop going to chipotle. I have other reward apps for places that are cheaper and offer better rewards. Watching chipotle increase their prices year after year is one thing, so high to where it’s barely even worth the quality of the food that, again, is different at every chipotle you go to. But now for some reason they’ve completely pulled all the reward options (used to be you could use points to get basically any menu item free) and relegated it to 5 items, and increased the amount that you need to redeem them. The only one of those items I’d redeem is a free drink, but even that isn’t working right now, so i’ll probably just use the 500+ points i have for the 1 of 5 items i can redeem (queso) and just not return to chipotle again. the increase of price for everything on the menu nationwide, coupled with the vast difference in quality that you may experience at any given chipotle, i feel like i’m ready for an extended break from this establishment. (also last thought, they have a chipotlane at like 1 in every 50 chipotles, what’s even the point of it, it’s very clear the app is an afterthought).TheExistentOneVersion: 10.24.0

Canceled OrderI ordered a delivery order at chipotle at around 9 one night and they closed at 10 and about 30 min later when my food was supposed to be arriving I got a notification that my order was canceled. So at this point I was thinking why did it get canceled if they don’t close for another 30 min and I already placed my order well before. I then proceeded to try and see why it was canceled and if I could place another order but the only way to make any complaint after a certain time is talking to a AI named “PEPPER” and it made me run through hoops and loops just to submit why I was talking to it. Also Every time I submitted this info I would get the same message saying “Unfortunately, I'm not able to process your request this time. 🤔 Please reach out if you ever need any assistance in the future.” And then the chat ends and that’s the end of it. So I finally was able to see how long it would take for my refund to get back to me and once again “PEPPER” said it would be 3-5 business days and yet it’s been 7 days and still no refund and because it got canceled the charge is still pending in my bank so I can’t dispute the charge there which means I’m just out of the money until chipotle can fix it on their end. Overall Chipotle needs to add where you can chat with REAL people who have the power and recourses to handle situations like this properly instead of leaving it in the hands of an AI who doesn’t know how to resolve things..Zay.WVersion: 10.17.1

Just awfulThis is the glitchiest app I have ever used. Sometimes when I try to login it repeatedly dumps me back out. I recently updated my password, but the new password doesn’t work now, and I have to use the old one again – no idea why. And the real-time updates are a joke. App tells you your reorder is ready, but I have routinely showed up when it was “ready” and had to wait 20 (and once even 45!) minutes for the order. On top of the app being glitchy, Chipotle‘s service has gone way downhill. Frequently they are out of the things that we have ordered, including basics like guacamole, and even chips. When we go to pick up our food, they tell us we can ask for a refund, but we have to do it through the app. Cue the glitchy app… Last time I tried to get a refund for guac and chips it took me 10 minutes to figure out exactly where on the app you can go to reach customer service to get the refund. I had to chat with “Pepper” the bot, who ran me in circles and was not at all helpful. Turns out you don’t get a refund for food they didn’t give you. You get a credit, which means you have to order that same exact item again the next time. Oh, and you only have 30 days to use it, too. .So now I have a credit for guac and chips, but I’m trying to just get chips and it won’t let me use the credit. We only eat here about twice a month, so there goes my credit. This app is incredibly maddening, and coupled with Chipotle’s questionable inventory control, it makes eating here too frustrating to be worth it. I’m deleting the app and taking my business elsewhere..Scham1969Version: 10.22.3

DO NOT ORDER THROUGH APP(SCAM!)I ordered through the app for sometime now whenever I got off work late and needed something quick. Definitely noticed a decrease in customer support the over the last 2 years but this last experience really takes the cake. Aside from chipotle now charging a higher price for simply ordering delivery on top of the massive amounts of delivery fees already tacked on the quality has tanked. Ordered a burrito bowl last night closer to when the restaurant was closing. Usually never picky about portions even though those have also gotten worse lately. However chipotle forgot to put my rice, guacamole, and fajitas and instead I received a bowl that looked like the scraps of the day, some beans some lettuce and some corn. Not only was it wrong but it was barely any food. Best part is when you try to go to contact support they just force you to talk to this ai bot who gives you the same error message no matter what you say. Then after finally getting through via the phone was told that there was nothing that could be done and there was no one else for me to contact. I don’t know I usually don’t care about things like this. But how much money are they making off of people who are not allowed to be refunded when their food is completely wrong or just doesn’t arrive??? Absolutely insane uninstalled and honestly just done with chipotle. Go to your local Mexican restaurant and support local..DazzakhanVersion: 11.1.1

Disappointed!!This app was great the first time, but it’s not always accurate with timing. I still had to wait every single time. Why ask about the time pick up if your still gonna be 10-15 mins late every time. Also it’s not up to date with what the restaurant actually has at that time. My order today was all wrong and I had to tell the manager a few times what my order was. Even though they have a list of what you order. The best part was they were out of guacamole and corn salsa. I order guac and chips and and want corn salsa on in my burrito bowl. Well...all I got was chips no guacamole bc they were out. No corn salsa bc they were out but didn’t find out until I got home. I’m pretty mad about it but, what can you do you’re already home. Just wish they would have communicated that with me. Even thought we did talk about my order. Like it would have been nice for them to let me know as soon as I got there. So I can either change my order or add something else. Now who do I call to complain about this??? I knew about the guacamole being out bc I checked my bag but not about the salsa!!!! I talked to the manager of that Chipotle but she was young and I’m sure she didn’t care about it! They could of given me my money back, bc it was on line?? I’m not sure if they could do that but idk she didn’t offer or ask to help me with that at all. This app was supposed to make life easier bc if COVID 19 but what’s the point of this app if your gonna get a F....up order! Just my thoughts and opinions!.AbbiedoobeeVersion: 8.3.5

Worst Food ordering app ever!!!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..ElJefé403Version: 10.33.1

App is user unfriendlyThe app does not allow you to contact the specific local restaurant you are ordering from if there is an issue or concern with your order or food. 1st occasion, I ordered food through the app that was delivered via doordash. My doordasher told me when she arrived that in good conscience they had to let me know that they witnessed my food being mishandled and made inappropriately while waiting on my order. She said “she’s never seen anything like that before”. I’m assuming handled without gloves but don’t know for certain. When I opened my order my burrito was a mess! 2nd occasion, I ordered thru the app and my food arrived undercooked. My rice was crunchy and hard! Order inedible. Tried calling the local store I ordered from but they just make you talk to bots and put you on hold. There was no way for me to communicate to them they were accidentally serving undercooked rice to the public. I was hungry off a long work shift so I ordered the same burrito again hoping maybe it was a one time case. My second burrito came back undercooked with inedible, hard rice. It took several phones calls and e-mails to chipotle HQ’s to finally resolve the issue. After a few weeks I was refunded my order and given a $20 coupon. Terrible customer service for all the inconveniences I experienced. To this day have no idea how to contact a real life chipotle employee in my city if there was ever an issue w my food or a health concern. Chipotle makes it almost impossible to reach them for customer service via the app or by telephone..Nickname chipotle’sVersion: 10.35.0

1 of 3 orders are wrong. Kiss your $ goodbye, they never make it right.I generally like the food at chipotle. It’s usually pretty good and healthy. The portions are absolutely getting smaller and the prices are going up. However, my real frustration lies within the app and order ordering through the app and picking up in the drive-through. Far too often, the food that they hand you in the bag is not correct. I have gotten inhabit of thoroughly looking through the bag before I drive off, which is a hassle. However, sometimes they fool you by putting the box of potential food in the bag, but believe it or not the boxes is completely empty. Today I sent my kids to pick up the food and they came home and three of the bowl were not in the bag. Meaning three of the four meals that we had ordered were not there . This is real, where the real fun begin begins. You can’t just call the store. Ask for a refund. Tell him you’re on your way back to pick up the food or any of those types of things. Because you get stuck in some AI voice nonsense that won’t let you actually solve the problem. They send you to a website where you’re supposed to be able to solve the issue there however after clicking around for a while and typing in all of your information again and giving them the number that they provide you click submit…. And nothing happens. My kids enjoy chipotle however I will do everything in my power to never ever ever ever ever have to order through the app ever again. The customer service is the worst that I experienced in many years if they screw up your order, good luck you are never getting your money back..BEERSTOREPIMPVersion: 11.11.0

No quality control and horrible customer serviceMy 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..Delaneyq118Version: 10.31.0

Rewards is So Fundamentally Broken as to be indistinguishable from FraudOrdering is fine. It’s a food app and operates as you would expect, and it supports Apple Pay. Good. But the main reason to use it is Rewards Points and this is a bizarre program, badly implemented. Specifically even though Chipotle knowns what you ordered—you literally used their app!—and that you paid, it takes “24–48 hours” to get points. Why? Are they harvested from unicorn tears? It literally makes no sense and it boggles my mind that this program ever saw the light of day. Worse, the fail rate is high: I think between 10% and 25%. Is it fraud? No I honestly don’t think so, but it’s so pervasive it must constitute willful blindness as there is *no way* Chipotle doesn’t know this. You can claim them, and they direct you to their chatbot which basically reiterates the “24–48 hours.” Trying regular contact form? Not working today. In short, they don’t award a significant minority of purchases, and if you are part of the minority dedicated to tracking it, they make it as difficult as they can for you to do so. Such skeeviness over a free burrito, at a number of points they increased anyway. It’s such small potatoes (small tacos…?) but this is a company that would love you to believe how ethical they are. Uh-huh. So: a perfectly decent burrito. A functional app. But the reason to *use* the app, being the Rewards Program? Shockingly bad..AlexgjohnsonVersion: 10.22.3

Watch out for scheduling ordersI ordered two sides of large queso for a party. I went through the effort of using the app. I needed to pick up at 6:50 pm which wasn’t an available pre-selected time. So I made sure to write 6:50pm and finalized my order. Guess what!? Some error occurred and my pick up time was 5:50. Now granted this could have been human error on my end, but I swear I doubled checked. No biggie, I went to cancel the order or modify the time. YOU CANT DO EITHER from the app. Haha so I was going to cut my losses but I saw pepper the AI assistant. I thought cool, I will check that out. Went through the process and it seemed promising. It let me select an order to cancel and even told me it was processing my cancelation. When out of no where I got an error message saying unable to process the cancelation. Lol I don’t mind taking the 12 dollar loss, but I was curious. So I tried seeing if I said my order was at the wrong location what would happen. Guess what, it leads you to a live chat person! I thought wow! A real person that’s great. Jessel helped me out, but it wasn’t easy lol. I asked to cancel the order and he said sure, but that I needs to order my new order first. Holding me hostage until he could see in his system that I had TWO orders before he would process my cancelation. I feel like this was extreme process just to try and modify my order for a later pick. 1 star for this app and customer service experience haha. I’m sure it is great otherwise but I want a product person to see this so they understand this huge customer pain point..Concerned_Product_ManagerVersion: 10.21.0

App lacks flexibilityThe app lacks the ability to add additional funds when the amount remaining is less then the order total. The app should allow customers to add addition gift cards to their account. Allowing additional gift cards would allow users to increase balance to cover orders that exceed gift card balance. Also app allows user to remove gift card. This leaves confusion on what happens to remaining balance. The app should allow user to enter gift card to increase their credit balance. It would remove credit from gift card and store balance in user account. This would allow user to load more gift card into the account. The account would have a limit if $1000. Users can add several gift cards increasing their balance until the limit is reached. Having a limit would protect users using their credit card and mistakenly enter an amount exceeding $1000. Users can also transfer funds to other uses who are using the app. A user who wants to transfer funds would enter the amount and he/she would enter a PIN number generated by the user receiving the transfer amount. This would be for security and any accidental transfers. The user would be told the pin from other user and when transfer is successful the amount would be reduced from user. As user continue to use app with a credit balance all purchases would be deducted from remaining balance. If order was partially paid with remaining balance the app would allow user to add additional funds using gift card or credit card or have a friend transfer an amount to load into their account. I could go on improving this app but I don’t eat for free. Hopefully Chipotle will listen to their users and improve the flexibility of the app..FamilyLimoVersion: 8.6.0

Very frustratingThis app would not let me move on until I selected one of 3 ways for The App (not me) to select which location I want IT to chose. None of the 3 are how I want to place an order. I would prefer to manually select a store each time because if I’m picking up I am out for work and may want to pick up either close to a location I will be, close to my office or home. None of the 3 options will let me do this. AND mark my words I guarantee I will place an order, glance over it and miss something because I’m in a hurry and the order will be sent to a store I did not intend (because I have done this before on similar apps). I know that’s ultimately my fault but it wouldn’t happen if I could manually select the store location I want. Also the app should tell us if the location is out of something or the team should have a way to update it to remove options they don’t have. I order crunchy tacos only to get there and discover their fryer was down and had to make a different choice. Clearly not the end of the world but i didn’t find out until I went up to the counter to pick up so obviously the order wasn’t ready, the point of the app is to save time when I’m in a hurry and if that can happen it would have been faster for me to just go through the line and place an order the regular way. That way it easy to say light salsa too. I’m not sure I’ll use the app again....VML214Version: 7.0.5

Too limited ordering feature.I like you’re points system in the app and for the most part the layout is nice but the limitations in ordering makes it just absolutely awful. I can’t control the amount of protein I want. You have single or double. What if I want 4x protein? No I’m not joking I just eat a lot especially when I’m training or trying to build muscle. There is also no method of just ordering side portions like I can in the store. If I just want extra sides of protein like not in my burrito or something like that. There’s also no method of accurately saying how much of something I want. Like if I just want a bit of guacamole. There is only normal and side. There should be an optional way to type how much you want of something so the workers have a better idea of what to make and not just a subjective “light” or “normal” but actually be able to specify what you want when you’re in a rush and want to order ahead. In some of these cases it might be weird to know how to charge the customer, in the case the price should initially be pending and the worker in the store can ring it up through the app how it’s supposed to be and submit it so that then the customer can review the right charge and pay for it directly from their app. Thanks for reading and please add more functionality and options into your app to how I can order and be served..Good for COC fansVersion: 10.34.2

FrustratedI ❤️❤️❤️❤️this place & eat here so much That I switch restaurant locations at times cause i go so often! I love getting points each visit they build up fast .. but that’s about all I can do with the app is scan at the check out . I can’t order from app , can’t put a favorite in off the menu into app even after I’m home page its an option because it does not store my orders in its memory! Never any specials in my area EVER( to get faster points) Even with ordering from 3-4 places in south jersey and two places in Manhattan.. almost daily ! IF I could place an order with my app ... when I go to check out in app ( I think you can pay with a card only) it charges me more .. says ordering for the first time $2.50 or a little more . Another way for getting faster points .. “try something new ... or favorite something new... well that’s stated on the home page only but no place in the app opens that offer up to use. I’m ok with walking in to order If I had to rely using this app to order.. I would Not be able.. like what if .. who Knows if something happened and I was unable to walk in and my cell speaker was broke .. i could not call an order in .. I couldn’t order via the app .. I’d miss chipotle hugely .. I’d have to go elsewhere! Thinking 🤔 how many missed costumers... due to issues with this app ?.Memom2fourVersion: 7.6.0

Frustrated with appMy points do not register when I use the scanner at the restaurant. I’ve gone to multiple chipotles and the same thing keeps happening. I order my maniacally specific meal and when I get to the end to pay I pull out my phone, open the app, click the scan button, I even hear the scanner beep and confirm with the chipotle employee that it scanned, just to be let down once more. If it’s a chipotle I haven’t been to I tell them the same story I tell all the others, that the scanner doesn’t work for my app and therefore I cannot accumulate points and will never earn free chips and guacamole and eventually a free entrée. Being that I go to chipotle at least once a week, sometimes two or three times (I love to run and the carbs help so don’t judge) I have missed out on a few free entrées. I am not writing this because I want the free entrées, but rather because this app gets what it deserves, a one star rating. I refuse to add my credit card to an app that had a security breach and is doing virtually nothing to prevent another one. Also, I am a very needy customer and if I can’t write a special note or specify that i want more or less of something in my chicken bowl in the app, then ordering that way isn’t the best thing for the manager on at that time. Unfortunately, they will most likely have to remake my food due to the minimal amount of meat and maximum amount of sour cream they tend to put on it. For all the reasons above, a one star is surely the rating this app deserves. I do not tip my hat to the creators of this app..EbondeVersion: 7.5.0

20 years gone in a momentI have been championing & going to Chiptole for 20 years, and tonight the app failed me so horrendously, this will be the last time I use it. In the parking lot of a Chipotle 15 miles from the last one I visited, I placed a simple order, and it had no obvious or easy option (even a GPS enabled 1? Get w/the times!) to change the store from the one I was at days previous to the one I was in the parking lot thereof. As this order went through to the store I was nowhere near, exhausted after a relatively long work week, I ate the cost, changed the location on the app to the one I was in the parking lot of, then ordered there. Thinking I could simply call the further Chipotle to ask them not to make my order in order to save their fresh farm raised and organic ingredients, instead a chat GPT phone map cornered me into only being able to place an order through them when I called the restaurant. The bot refused to connect me to a human in store. If it weren’t for those inside, and the aforementioned purity of ingredients and national standard, I would boycott the company as an entirety. Instead, I will dismiss its technological (IT/app) department as absolutely amateur and undeserving of any hard drive space of any of my devices. I advise anyone considering downloading this app to NOT & keep your impression pure like their ingredients, and only order in-store. This is the worst IT, AI, GPT, customer service, GPS, etc. bamboozle I have ever gotten entangled into, so let my hard lesson be a soft lesson for you, and keep it real like they say, not like the app says..ManifestivVersion: 10.26.0

Chipotle has gone downhillThis is a review of the app and the in-store policies. I used to take the kids to Chipotle weekly and on road trips because the food is relatively fresh, quick, and not too expensive. Unfortunately, over the past year or so the management, service, quality, and cleanliness has declined and it is essentially McDonalds. For example, you can order a small quesadilla kids meal but can no longer order a small quesadilla (my kid eats two, so the only solution is to order a whole second meal. You can order a large quesadilla, but only on the app. Do not ask in line to order one, they will say no. Today I visited a Chipotle that was filthy, food all over the floor and on tables, they were out of 3 soda types, knives, and small tortillas. It’s Wednesday, so not like a busy Saturday night either. I ordered kids meals, but since they didn’t have the small tortillas, they my couldn’t make quesadilla. I asked them to make with what they have (large tortilla) and they said no (I guess I’d be getting extra?).I asked to cut the large tortilla in half so I don’t get “extra” for free, they said that would “take too long”. I asked if she could ask the manager, the manager said no without even looking up at me. And not to pile on, but the rice was undercooked and crunchy. Absolutely terrible experience and this is at least the fifth in a row..Infrared68Version: 10.18.2

Easily HackableWant to get your Chipotle account hacked into, where your payment information is stored? Then this app is for you! Now, with Chipotle’s app, hackers can bypass your password, no matter how impossible it is to guess, and access your account, easily, all without asking you to verify the log in! Once they’re in, they can order unlimited mobile orders in a few simple clicks, on YOUR debit card! How incredible! When you check your bank account to find that you have all but $5 left, and that hundreds were spent on Chipotle, you’ll be thrilled. You’ll be even more thrilled when you can’t buy simple necessities for over a week because you’re waiting on the fraudulent charges to be refunded and for a new debit card to arrive at your door. The best part? Chipotle doesn’t do anything to help you out when you contact them for help, and you wait over a week for the email they said they would send to you, but never did! When you share your story, you’ll find out that this happens really frequently, to people all around, and Chipotle has done nothing to increase their account security. So thanks Chipotle App, now I’m broke, AND starving, because I haven’t been able to buy groceries in over a week! I hope whoever ordered $100s worth of Chipotle with all the money I had left really enjoyed their meals!.Maggie ZoernerVersion: 10.9.0

Location selection and cancelling ordersYou’d think I’d have learned the first time this happened but I didn’t. I was out of town, but wanted to place an order for my kids and hubby who were at home to go pick up. I have a favorite location selected so it should default to that location, right? (Otherwise, what’s the point of having a favorite location?) So I place my order and it doesn’t ask me which location I want until the very end. And of course I missed it so now my order is going to the location near me, NOT my favorite location (near home). THERE NEEDS TO BE AN OPTION TO CANCEL AN ORDER IN THE APP!!!! I should not have to search to find the phone number of the wrong location to call them and tel them to cancel my order. But then again, if it would just DEFAULT TO MY FAVORITE LOCATION, this wouldn’t even be an issue. Or at the very least, in BIG BOLD LETTERS ask me BEFORE I PAY to confirm which location I want my order sent to. I enjoy the convenience of ordering on the app and my god being ready when I arrive, but you really need to fix this. Either make it say “DO YOU WANT YOUR ORDER MADE AT YOUR FAVORITE LOCATION” before paying, OR as the option to cancel an order on the app. I called that store that my order went to and told them I made a mistake and I needed to cancel my order, but somehow I never got reimbursed. And that is why I give this app 1 star..LaurelfeckoVersion: 8.12.1

Chipotle Manager Told Me Not to be Lazy and Use the AppToday I placed an order on the Chipotle app. One of the items (quesadilla) can only be ordered on the app. Pickup time was for 1:30pm. I got to the restaurant at 1:32pm and all the online orders were behind the counter. They called the names of what they did have, which none were mine. At 1:45 I approached the counter after many people have gone through the line who have not placed an order. I was told by the manager Tevin that they are backed up with the online orders. That’s when I questioned why all these people who came in 30 minutes after my order was placed were getting their orders before me. He then told me that they were there and since they came in their orders were being placed. I asked what was the point of the app then. He then told me to not be lazy and use the app and instead to come into the restaurant and wait in line and order. I did speak with the general manager, who was working, and he said he would have a talk with Tevin. But again, what is the point of the app if your order isn’t put in the queue, not ready for almost 30 minutes passed the promise time and your actual managers bash it and talk to customers like that. ********************************** App is working for me. But how nice would it be if you had a KIDS MENU option to order. Think how convenient that would be instead of having to call up and add it to the order. ******************************* Doesn't have the kids menu on it and now I can't even place an order. I put in the entire order to get an error message at the end that this location is not accepting online orders. Very frustrating..GoodgirlgracieVersion: 10.20.0

ChoicesMy husband and I were thinking about the choices that we had for lunch and we decided to go to chipotle. We did a pick up order using the chipotle app and then when I walked in to pick up the order I overheard two employee members at the counter complaining about a previous customer and used foul language while doing so, this was about 12:05 PM on the date of my purchase. I purchased one burrito and was planning to split it with my husband. I asked one of the employees if she could cut the burrito in half to make it a little easier for us to eat it in the car. She said “no I’m not gonna do that” and then she pointed to where the knives were and said “there are knives right there” again I asked politely and explained the situation and again, that we will be eating in the car as we have our small children with us, again her response was “no I’m not gonna cut it for you but there are knives right there with a very very unfortunate smirk on her face. I will never go to chipotle in Newington, New Hampshire again because the customer service skills are awful. The employee made it evident she did not care about what the customer wanted and was not willing to accommodate whatsoever; I felt embarrassed as the customer, but more so I am embarrassed for chipotle and I am embarrassed for chipotle stockholders..MrsKomoVersion: 10.32.0

A shell of its former gloryI remember trying Chipotle for the first time back in 2009 when i was just 11. I remember my cousin bringing a bowl to my house and giving me a bite and it was so good i went and got a bowl from the kitchen and he gave me some of his bowl. I enjoyed every last bite. You know how good food has to be in order to have a clear memory like that about something so insignificant to stick in your head especially at that age? Throughout the years i have enjoyed eating it and trying to get that same feeling of satisfaction but its a dwindling sensation. Nowadays it feels like i have been disappointed so many more times by my bowls that i have turned to other similar places to eat when before if it wasn’t chipotle i wouldn’t want it. I understand that costs have gone up and sure some should be transferred to the consumer but why drop quality, quantity and consistency aswell? Most people know better then to order online of pick up as you will get scraps in your bowl but that shouldn’t be the case. If you are worried about consistency then use more consistent forms of serving like measuring cups/spoon that offer same portions everytime. Id rather pay $12 for a chicken bowl that is the same decent portions rather then gamble that the person serving is a bit generous with their serving. Every other place like chipotle has figured it out and they are now having once die hard loyal chipotle customers go through their doors. It saddens me that even though profit is up more then ever, cooperate greed always comes first over customer satisfaction. Maybe with this current movement we can see some change for the better. Bring back the glory it had before..AssasionationVersion: 10.31.0

Continued Gift Card IssuesThe app just doesn’t seem to want you to use gift cards. There has been a problem for weeks of it not showing any gift card balance, which support told me was going to be fixed. Still not fixed. The bigger issue for me is that I can’t load multiple gift cards. I LOVE Chipotle, so family and friends often give me gift cards for birthdays or Christmas. But when I have a $5 balance on a card thru the app (when it was actually working!), I can’t load another gift card to get it high enough to actually make the purchase, and there is no ability to split the payment between the gift card balance and credit card. The “response” to this is to use the small gift card balance toward a purchase in store...which makes the app pretty pointless! If I can only make 50% of the orders I would like to via the app, and the app itself is apparently unreliable, what is the point of the app? It is not a tall task to add the capability to load multiple gift cards or split the payment between a gift card and credit card (in fact I think the early versions of the app HAD that ability), so why is this still not a thing? I will eat Chipotle either way, but the point of the app is the convenience, and I find the continued neglect of the payment portion of the app supremely disappointing..Onthemove2thechiVersion: 6.3.5

They don’t show item availibilityChipotle has repeatedly, and willingly given me and other people I know incorrect orders. When they run out of things and you order on the app, they don’t call to tell you that they’re out, or have item availability at the location on the app. They just straight up won’t give you the item and don’t tell you, and most of the time you don’t find out until you’re already eating it. Today I ordered chips and queso on the app. I didn’t get the chips because they were out. I wouldn’t have gotten the chips and queso if I had known they didn’t have chips? But they said I have to go through customer service online to get a refund but they wouldn’t give me a refund, just a reward for a free drink? The chips and queso I ordered was $7 and a drink is like $2. I also ordered steak and white rice in a burrito and got chicken and brown rice presumably because they ran out, and obviously I wouldn’t have found out until I took a bite of my burrito so they just put whatever in it. Huge health violation, what if I had an allergy? And this isn’t the only time they’ve done this. This has happened to me and other people I know multiple times… it would just be nice if they could show item availability BEFORE you spend the money, it’s ridiculous..Mr.muffins -.-Version: 10.28.0

No points for you!Update. This app is absolute garbage. Refuses to accept a payment with my saved CC. Deleted app. Reinstalled. Why is my CC still there? Oh well, delete CC, re-enter. “Your card is ready to use.” But it’s not because it’s refusing my payment again. At least the employees here are super nice and polite to me even though I was grumbly. ——————————- Just…wow. Let me save this new location I’m going to. Nickname? Okay. NO SPECIAL CHARACTERS. Okay. Delete all of those. Try again. NO SPECIAL CHARACTERS. There aren’t. Repeat. Give up on that. Hey remember my favorite orders I’ve saved? The app doesn’t. Names are gone, they’re all just listed as “burrito bowl” now. After having to search around longer than I should to find them. I moved, so need to edit cc zip. Haha nope. No edit payment option, remove and start from scratch. Pickup time has now bumped 10 mins. Fine. Submitted with Apple Pay. That time is no longer available. Screen still shows it is and it’s the default selection. Wait, the earliest pickup time is TWENTY FIVE mins from now? Force close app. Drive to store. NOT A SINGLE CUSTOMER IN THE STORE when I walk in (except the one lady who walked in the door in front of me). I once got an email I was in the top 10% of your customers…but I think we’re done. It’s not me, it’s you..BewflashVersion: 11.6.0

Portion sizesAs someone who has been a loyal patron of Chipotle for years, it's with a heavy heart that I share my recent experiences. What once drew me in and kept me coming back was the promise of hearty portions at reasonable prices. However, it seems that with each visit, the portion sizes shrink while the prices continue to climb. I remember the days when a burrito bowl would be overflowing with rice, beans, protein, and toppings, providing not just a meal but a satisfying feast. But lately, I've found myself staring down at a disappointingly sparse bowl, wondering if I accidentally ordered a child's portion instead. The value proposition that once made Chipotle stand out among its competitors now feels like a distant memory. It's disheartening to see a company prioritize profit margins over the satisfaction of its customers. What used to be a reliable go-to for a filling and affordable meal has become a gamble, leaving me questioning whether it's worth the increasingly high prices for what feels like half the food. Chipotle, WE (notice how i said we, it’s not just me, i’m what the culture feelin‼️) miss the days when your portions were generous and your prices felt justified. We hope you'll reconsider your current trajectory and return to the standards that made you a beloved choice for so many hungry customers..Camris444Version: 10.31.0

Don’t ever lose your passwordThis app is great. The account process is not. I just placed an order and couldn’t use my BOGO coupon. If this was the first time, it wouldn’t be a big deal. Instead, there is an issue every single time I order. I have FOUR chipotle accounts because password resets have never worked. Because of this, I lose points because I can’t login and have to create a new account. Then today, it worked for a moment. I was able to login to my account, it said it applied to my order, but before purchase it disappeared. I went to rewards, the BOGO doesn’t appear. I went back to the email, clicked the order now link, and it opens in chrome. It shows BOGO, but my order is in the app. I go back to the app so I don’t have to re-enter my entire family’s order… BOGO option is no longer available at all. This is not an anecdotal experience. This happens to me nearly EVERY TIME I ATTEMPT TO ORDER. Also, if you try the same order on Uber Eats, add $30 right on top. It’s a higher overall fee than any other restaurant I’ve encountered. Summary: great app with lots of attention to detail, but if you plan to use any of your accounts rewards, expect to be annoyed every time you try..El Jefe GringonVersion: 11.16.0

Download this app if you want FRAUDIf you have this app do NOT save your card information on it. Manually enter it each time or don’t even use the app. Hackers logged into my account and charged $500 combined between the two cards I have on file. The app doesn’t have duo-authentication or any feature for ensuring fraud doesn’t take place. Another thing, in the app these hackers changed my email and phone number so i wouldn’t receive notifications while they ordered 5 different orders, some being over $100+. Chipotle doesn’t have any feature like most apps or websites to confirm an email or phone number after changing it. After reading past a handful of 5 star reviews for the app i’m starting to read so many more reviews where others talk about the fraud that was committed on THIS APP. BE AWARE People will sell your info and group together to change all of ur personal info and don’t have to show any proof of identity and then collectivity steal hundreds of dollars from you. All together I lost over $500 from both cards I had on file with this app. Best part is is that Chipotle doesn’t care!!!!! They really don’t care because this is a constant issue and app developers won’t fix it. Just like how they don’t care about their employees. Makes sense!!!.Camstar liverVersion: 10.11.0

ChipotleWow Drew sent me.Zaid_socoVersion: 10.31.0

APP CONSTANTLY CRASHES! GOING TO MUCHO BURRITO INSTEAD!Just at Chipotle now. Trying to order. App prompts me to sign in. Crashes and closes. Tried this 7 times. I’m so frustrated with this app that I’ve just left Chipotle and I’m looking for a Mucho Burrito instead..SlimfatguyVersion: 10.30.0

CrashesIt keeps crashing.Jennie211Version: 10.17.0

CrashingI’d love to actually try to use the app but it just crashes on opening..LindsJacksVersion: 10.16.1

Not what it used to beApp takes forever to load and portion sizes are pathetic now..JDM1882Version: 10.31.0

Bad quantities and no quality controlThe quantity is actually laughable because of the insane price increases. ESPECIALLY when you order over the app and they have free reigns to cheap out on the quantity. The quality of the food sucks too. Always cold and stale. Not worth $20 for a bowl..Linz.97Version: 10.31.0

Portion sizes too small and not enoughToo less.RitkgnVersion: 10.31.0

Portion sizePortion size to small and to expensive.Niconht11Version: 10.31.0

Very scummyThey claim “free delivery” and yet change the prices to double on the menu😂😂😂 may as-well charge me the friggin delivery cost. It would have literally saved me money. Terrible marketing. We aren’t stupid..RyannmosesVersion: 10.16.1

App crashesThe app just freezes after its launched. I do have an iPhone 16 all updated.RoopBalcVersion: 11.2.0

Update has broke appApp keeps crashing..Poh poh goneVersion: 11.0.0

App won’t send verificationI am trying to create an account in the app but the verification code isn’t being send to my phone number. I have selected the correct region and have followed all of the steps but it still won’t send me the code. It says if I’m not receiving the code to contact customer support but when I do they say nothing can be done. Can’t give any more than one star if I’m not even able to use the app. Be better chipotle.Hofton12Version: 10.34.2

App keeps crashingApp keeps crashing.Danial137777Version: 10.32.0

Portion SizesPortion sizes are too small.Manager DavioVersion: 10.31.0

Drew sent meLet’s bring down chipotle.KalslotVersion: 10.31.0

ExpensiveBad portions.Anon236/3Version: 10.31.0

Small portionsIncrease the portion size. Here from Drew.SmallportionmexicanplaceVersion: 10.31.0

Bad jobBad serving size👎.HuddyywVersion: 10.31.0

SizesPortion sizes are not enough 👎.Joe Delia 123Version: 10.31.0

Lil scoopLil ahhh scoop of protein with some rice, beans, lettuce for $16 after tax… diabolical.RexiepoooVersion: 11.17.0

HorribleMy orders on the app are always half the amount than ordering in person. Horrible.CcasttttttVersion: 11.17.0

My orderI placed an order online that was scheduled to be ready around 8:00 PM. I arrived at the location shortly after ordering. Despite many walk-in customers arriving and placing their orders in person after me, my order wasn't prepared until I explicitly asked if it was ready. To make matters worse, there was no apology or acknowledgment of the delay from the staff..RrahiVersion: 11.17.0

Payment glitchHave had multiple issues where the payment didn’t go through cause of a system problem and this isn’t new a lot of people have had the same issue and as a such big brand they should at least not have any issues with the payment process.Kanav6362Version: 11.17.0

Horrible rewards to applyIt is so complicated to add the rewards. Shows that I have the rewards and i can’t use it.Roca12000Version: 11.16.0

Can’t add mobile rewardsNumerous times I’ve tried to add the mobile rewards and it’s never worked. Tried to add “free chips on a min $5 order” on a $75 order and it said I didn’t meet the requirements. Then I went in store and asked if I could redeem it there since it didn’t apply to the $75 order and they basically said oh well we can’t do anything about that..This.is.a.bad.appVersion: 11.16.0

“Something went wrong”Not only does this app require you to update EVERY SINGLE TIME YOU WANT TO USE IT, but there’s always a “Something went wrong” whenever I want to sign in or reset my password. Horrible experience for years..MNorman87Version: 11.16.0

All points gonePoints should never expire , not buying here. What’s the point if you’re going to just expire them and not tell customer...2LiVe&DiE4Version: 11.15.1

They ignore app orders if people are in lineThe title says it all.Adrian05555Version: 11.15.1

Notifications dont workThe app does not show up in the notifications list.BubblebeammsVersion: 11.15.1

Birthday guacamole stuck in carUnable to remove birthday guacamole for my cart and it results in an error. Unfortunately I can’t use the app anymore due to this bizarre bug. I have recorded a video demo to provide it to the developer..GoWitchLover22Version: 11.15.1

App security stuck in 2010sThere is zero reason to not allow me to login by sending an authentication code to my email. If you can’t support, voip telephone numbers, you must provide other options. Do I really need so much protection for my 1700 points? I don’t think so. Just please let me get the free guacamole I have earned. Is that too much to ask?.DonnyDarkosCousinVersion: 11.15.1

GarbageI always use the app when I go and I’ve never gotten any points for what I’ve purchased. Their excuses it takes 24 to 48 hours for the points to show up while it’s been four days. Gotten anything.DhxcbdhfVersion: 11.15.1

Does not add rewardsThis app sucks as it does not allow you to claim your rewards when ordering online despite them being available. This has been going on for years now. You’d think they would have been able to fix that by now. Wtf?!!.Irie RNVersion: 11.15.0

App is dumb when redeeming rewardsI often have trouble redeeming promo awards. Free drink work minimum $5 spend. Bought a burrito bowl and kids meal. $20 purchase but promo won’t apply. Dumb!.Fun fun🍓🍇Version: 11.14.0

Doesn’t work in CanadaApp shows “For use in the US only”, even though my App Store region that I downloaded this from is Canada 😐.AstrajaeVersion: 11.13.0

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