Chipotle App Reviews

Cool update, but still lacking basic functions. I 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.

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.

Updates WAY too often with lockouts. This app is really useful, but it is just HORRENDOUS how the app gets updated very often and requires you to install the latest update to use it. I cannot tell you how many times I’ve tried to open the app to place an order and I just can’t order because there has been an update and I don’t have WiFi. Sometimes I walk all the way to the store, the employees tell me I have to order on my phone (because of covid I think?) and then I can’t because of an update. So I just get food from somewhere else. (Chipotle, you’re losing money because of this) And when I get home and install the update and open the app, NOTHING noticeable has changed. There are two solutions here a) Don’t have updates so often, or b) Don’t lock me out of using the app even if I don’t have the latest version As a user of a product, if I have to update more than once every few months to avoid getting locked out of using the app entirely, it’s a problem for me. Please fix this. There is no reason for the app to be like this. Like I said before, you’re losing money because people are just going to not get good from chipotle if they can’t use the app. I’m giving this app 1 star because of how annoying this is.

Easy to use but needs work. I 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.

Lacking basic functionality. I 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.

Employees don’t follow requests. My review is not regarding the app but for the employees simply following the requests in my orders while paying attention to portion size of each of the j ingredients. Several times I asked for my order to double wrapped (2 tortillas for each burrito) because I know how full the employees fill them. The employees tend to wrap the burritos so full, they struggle to close them. They also do not pay very close attention to portion size of each ingredient. Double wrapping helps with eating without the mess. Today however, my requests were not followed. I got one very over stuffed burrito which tore apart into a soggy mess which leaked onto my clothes. To further add insult to injury, I had to wait while the employee speedily had to remake my order as someone else had stolen mine. I understand that is beyond their control, but perhaps your restaurants could benefit from changing up how they do things. Like keeping orders behind the counter until the customers verify the order on their app. So bottom line: Employees need to pay attention to portion size and following instructions in each order. And ensuring pickup orders are given to those customers who ordered them Won’t be using this app anymore

Easily Hackable. Want 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!

Robbery. I remember the days in high school back in 2016(yeah I’m getting old) when chipotle was the place to be. When I would get so much food that paying extra for guacamole was not an issue because the amount of food justified it. Now it’s just plain robbery. I ordered food on this app just to receive a half empty bowl with barely any steak. I thought that this must have been one bad employee so I overlooked it. Recently I went in person to grab a bowl hoping to recapture some nostalgia only to be robbed in broad daylight by the workers. I paid over $15 for a couple chunks of meat and barely any rice. This is a disgrace. Their portion sizes are out of control. They need to implement a standard on the amount of food served. I’ve seen it plenty of times where workers grab a spoon of meat and then shake all of it off just to give me the leftovers. I don’t usually write reviews, but this is the only way shareholders and executives might get the possibility to see my discontent with the way they’re running and ruining this franchise.

Frustrated. I ❤️❤️❤️❤️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 ?

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.

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.

The WORST. (1) You place an order, discover they have sent it to the wrong location or added multiples of things you need one of and handy dandy “Pepper Chat” is “happy to help” but asks for the order number…which is nowhere to be found on the app, not in an email, text, nada. Special. (2) Speaking of going to the wrong place. If #1 happens to you, you’ll have to call them…any guesses what ELSE is not included on thr app? That’s right, the actual phone number of the location. (3) …and when you have Googled it or GPSd that info and called, any guesses what you get for your trouble? More trouble. No real way to reach an actual human. When you do, often several calls later, you will get someone who is COMPLETELY clueless. Zero customer service. The guy today actually asked me if I wanted a refund after 20 minutes on the phone, between navigating the system and trying to explain their own app to them. I’m like, “No, I enjoy paying for food that is roughly 45 minutes away from me that I will never eat. That is my favorite.” (4) Why is there no way to leave message to staff on the app? Why can’t the app give you location based options? Why would anyone want to go back to the app system to get a refund after all this? WHAT IS WRONG WITH THIS COMPANY?????

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.

Average App. There 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.

Rewards is So Fundamentally Broken as to be indistinguishable from Fraud. Ordering 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.

Overall great but with flaws. Overall 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.

Get my order wrong a lot and never get refunded. For some reason ever time I use this app whether it’s for pick-up or delivery, Chipotle always seems to get my order wrong. Today I ordered a chicken bowl and a salad. The chicken bowl was missing lettuce, tomatoes and verde salsa. The SALAD was missing lettuce, tomatoes and fajita veggies. When I got to the location to pick up the worker did tell me it was missing some items because they ran out. I was surprised she even told me because usually they don’t or they just get your order wrong. I really think the app should tell you when a certain location is out of stuff so a person is not wasting their money. Also, every time I go to the “chat with pepper” it directs me to links to fill out missing items and what was wrong with my order but when I did that the bot says that I canceled my request. The forum says that it was successfully submitted though. This has happened multiple times and today I just got tired of it cause you should see what my mom’s salad looked like. I do not think I got my money’s worth and honestly after this I might delete the app. I only use it for the rewards but it is not worth the money I have lost. If someone sees this please how in the world can I get refunded??

Choices. My 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.

Very inconsistent and got food poisoning the last time. I’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!

Customer service. 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.

App works fine, stores do not. Often when the store is busy it’s quicker to just wait in line. At lunch time the store I go to brings out app orders 15-30 minutes later than promised while keeping the walk in line moving instead. They do a terrible job of managing the front and back. If orders are taking that long they should be bringing some up to the front so online orders are not slower than walk-ins, or send some employees to the back to help catch up. I go in with a friend, we order at the same time with the same promised order ready time and our orders come out 10 minutes apart, 10-20 minutes later than promised, cold and missing ingredients. My last trip my burrito was cold by the time I got to eat it, had very little chicken and was missing salsa, or at least so little I couldn’t see or taste it. When we entered the store we made note of the person at the back of the line. When she paid we started a stopwatch, and our orders didn’t come out for another 10 minutes after that. We could have made it through the long line twice and still got our food quicker than using the app to order. App orders only make sense when the store isn’t busy, because management seems unable to handle both app and in store orders in a timely manner.

App Restrictions. I absolutely LOVE chipotle and my closest store is fantastic!! However, I have some specifications in my order that are not options on the app making it impossible to ever have a seemless ordering process!! I get my rice plain since I cannot have cilantro. Plain rice, however, is not an option when ordering over the app or in other online or food delivery platforms. I also like to get a side of sour cream. Outside of salsa, guacamole, and queso you’re unable to get additional sides of sour cream, cheese, lettuce, etc. I typically get a chicken bowl and order the meat on the side, this is also not an option. I would prefer to get a large bag of chips (with no dipping sauces), also Not a choice. The app also doesn’t offer any type of “special instructions” section. This leaves me having to place an order as close as possible and then I have to call the store and request my updates. This didn’t seem to be an issue but recently the stores added an automated system that answers all lines. Not only has it become a lengthy and anything but convenient process, but sometimes I’m unable to get through and my order is made incorrectly. This isn’t the stores fault , but the system doesn’t allow for orders outside of the norm. I would love to have a more seemless process in the future!!

Download this app if you want FRAUD. if 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!!!

Canceled Order. I 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.

Very frustrating. This 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...

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

Room for improvement. Like most people, apps to order food on the go is very helpful. I love Chipotle, but there’s definitely room for improvement when it comes to their app. (1) There needs to be an option to cancel an order in the event you cannot leave work to pick up or have accidentally sent it to the wrong location. I travel for work and have had an order go to my last location instead of picking up the closest location to me. When I called the restaurant to see if I could get it refunded back to my gift card, once I realized what I had done, they told me they could not. This was a matter of seconds after I paid for the order through the app, so the food had not even been made yet. An option to cancel the order would’ve saved me $11. (2) I wish we could add multiple gift cards to the Chipotle app. Other restaurant chains allow this feature. Right now, you have to use all the funds on one gift card, then delete that card with the $0 balance card BEFORE you can add another gift card to the account. Using gift cards through an app is a great way to order food ahead for pick up without having to use your credit card.

portion sizes. As 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.

They don’t show item availibility. chipotle 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.

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.

The sad downfall of chipotle. Chipotle isn’t what it used to be. I get inflation and all that but when prices skyrocket and it cost 14-18 (avg.) dollars a bowl, why are the portions dwindling? Its noticeable too, not some slight shrinkflation, major portion control issues. Not to mention the quality of that food has gotten worse too. It makes Chipotle not even a competitor in a market they use to be the primary candidate for. I can go to places like Cava and get a huge bowl that can barely fit the lid on it for 12 dollars. That is less than a minimum order at Chipotle and it’s 2.5 times more portions and still tastes better overall/while not getting charged extra for every little thing. If Chipotle didn’t change so drastically I’d still find myself going there fairly regularly, but it’s just not worth it anymore and it used to be a great option. The worst part is corporate is trying to deny all of the smaller portions and changes in their food, which doesn't help their case. The fall of chipotle is a sad one but a self induced wound nonetheless. Listening to costumers overall is a better business model than trying to peak profits; you can’t have a business if you’ve no longer got the customers. We just want old chipotle back.

Another Order Wrong. Go to Chipotle 3-5 times a week for a couple years now. I have had my order wrong a few times over the years and when bad would complain (once or twice). I was spending $20 atleast 3-5 days a week for multiple years. I had the worst my last visit and might not do online ordering because of it. I like to enjoy my lunch hour and chipotle is a big part of that but if they could put there most experienced on the online ordering vs new people. Atleast that is what I’ve seen and might help rectify a wrong order. The app will not let me send a message to Chat with Pepper feature. I’m really thinking about writing an email to corporate relaying my disappointment. Im also really thinking about charging back the charge as it was that bad. I know 1 of 100’s of charges what does it matter. Its the principle of it now as I sit here on my day off thinking back on the experience. When I couldn’t get the chat with pepper working is it hat really put me over the edge🙄

Good thought, poor execution. Generally speaking, I love the app! However, the app should reflect when the store is unable to fulfill an order due to being out of an item or ingredient. Several other restaurant apps have no issue keeping up to date what’s actually currently in stock. Chipotle on the last several orders has called me to say they’re out of white rice, out of a specific drink, or even out of tortillas. There’s also no way to get a refund through the app when my whole order just got jacked up due to poor stocking issues at the store and a complete lapse of communicating that to customers. After tonight’s experience, I’m seriously considering scrapping the online ordering or delivering until some major changes have been put in place to remedy the refund issue as well as notifying customers what’s unavailable. I shouldn’t be able to place an order when the store is missing half of it. Especially when I can’t be reimbursed for it. Great concept, but a LONG way to go. Definitely am sticking to Panera at this rate who has an actual functioning delivery platform and exceptional customer service when they do make any errors. They certainly aren’t robbing people by refusing to refund food they quite literally can’t serve you.

Chipotle is completely so corporate and all about money they never solve any issues. Chipotle 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.

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!

Hit or Miss…. I would love to say Chipotle is my #1 fave place to get food from because the food really is amazing but whether I’m eating in or taking out, it’s a rare occasion when my order comes out as ordered (or expected). I frequent two different locations; one where I normally take food out and they regularly forget to something from the order and the other location where I tend to eat at the restaurant, where they often have quality issues. The last time I ate at the last location, their chips were disgustingly stale. They were CHEWY!! Because we were all very hungry and there was a reeallly long line after we started eating and realized how awful the chips were, we couldn’t fix the problem!! I can only imagine if we had gotten another bag. They would’ve been equally stale anyway!! They had to have been days old so there’s no way they didn’t know they were bad. if there was more consistency, I can guarantee we’d be eating there on a significantly more regular basis because we love the food (when it’s made right)

Bare bones works well. Overall that app is OK - because at the end of it I get my Chipotle! 1.Frequent issues with Chipotle app needing me to log in again. This is quite inconvenient considering the only time I’m using the app is when I’m about to pay for my order and get the rewards; this ends up with me either furiously trying to figure out my password again in the moment or just saying “screw it” to the rewards points. Solution: might be helpful to have a TouchID option for sign on - or reduce the frequency you have to log in to use the app. 2.You can only load one gift card at a time! As a hungry healthcare worker trying to get some food on the fly for my family and me, this is impressively silly because I usually need to pay in amounts larger than one gift card, but also have other gift cards I can add if only I was able. So now I basically always have to pay with my credit card some small amount, even though I have gift cards available...which is an upsetting flaw. Other large chains like Starbucks and Chick Fil A have figured out how to keep a sum of money on the app accounts. Solution: might want to try to do the same thing as other large chains

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.

Chipotle has gone downhill. This 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.

Location selection and cancelling orders. You’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.

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.

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.

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.

Generally good, but scrap the DoorDash Integration. Generally 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.

Continued Gift Card Issues. The 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.

No quality control and horrible customer service. 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.

Delivery option needs work. I ordered for my office through the app. This is my first attempt at delivery option, I have used the pickup option in the past. First, I put in the address to my work place. There was no option to select which Chipotle store to order from, but it said it delivers to my location and showed Chipotle locations on the map. I placed my order. I need to add to my order (I later find out I can’t, which is fine), so I call the Door Dash Support number. They tell me my order was sent to a location 11 miles away, the one near my home. The closest location to my work is less than 2 miles away. The outsourced cal support person asks what I want to add to my order. I tell him a burrito. He says he’ll communicate with Chipotle that I want to add a burrito (nice, specific). I get my delivery and the Door Dash dude says he got it from the location near my work. Well that’s good! I order another delivery for the additional items I need. Even though it says it was sent to my “home” location, I trust that maybe it was actually sent to the location near my work...it was not. This poor Door Dash lady drove 30-40 minutes to delivery two burritos. Why wouldn’t it be sent to the nearest store? Obviously the delivery feature needs work. Thanks for coming to my Ted Talk.

Getting it Right. I use the Chipotle app often and for various stores. I love an app to order for my food prior to entering a restaurant. For the most part this happens. There have been several occasions in the past few weeks where this has not happened. Last Saturday I ordered and I waited in my car until our pick up time. When I entered the restaurant and went to the pick up station the food was not even on the line yet. I mentioned it to the cashier and she didn’t seem to care. Another woman came over and asked if she could help me and I explained to her our food situation. She went to the back and the manager came out and apologized. I explained this was the 4th time we’d had this issue. She gave me the money back for the order. I explained I didn’t want the money back I just want them to get it right. She agreed, they needed to do a better job. Fast forward to today, I ordered dinner and when my daughter and I got the pick up station our food was ready to go. Good job Chipotle for fixing the issue promptly. Thank you!!

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.

Don’t Install This App. I irrationally love Chipotle but even I can’t over look how sometimes it’s hard to tell when you haven’t toggled delivery, which you have to do every time so check before you end up having to drive over or cancel the order. They’ve given me the wrong burrito about 40% of the time and I wouldn’t care except three times they added cheese or sour cream which I’m allergic to. The real reason you shouldn’t download this app is that they make it impossible to find the customer service number so when common issues do arise you have to use their chat bot or give up because the delivery person and the store you ordered from will direct you to the app/website. If you’re frustrated like me just google the customer service number and don’t click on the chipotle links because it’s just the chat bot but google has it as a front page answer 2021 Update: I should have been happy with them getting it 60% right. I’m surprised they haven’t flagged my account for the amount of times they’ve had to refund a wrong order. Never settle for a partial refund from the bot. Demand a person and get your whole order plus tax refunded. They’ll always do it which is the only reason I haven’t uninstalled the app.

Did you know that you can earn 25 USD from our site just by registering? Get $25 for free by joining Payoneer!

Imagine you at your best. All the time. Picture yourself at your sharpest and most productive. Your most alert and focused. Your most lucid, creative and confident. At work. At play. In every area of your life. Add Mind Lab Pro® v4.0 to your daily routine and uncap your true potential. Buy Now!

App not working :(. I love chipotle- there’s a new store location that’s right beside me and I used the pickup feature on the app. I’ve tried using the app the last two times this week and it won’t let me add anything to my cart for pickup and keeps displaying “sorry somethings not right. Please try again.” Not clear if this is a user issue or bug.

Terrible pickup order service and no customer support at all. For in-store pickup order it always automatically mark it as completed even I didn’t get my order!!! Every time it says 20mins to pick up but I waited for more than 40mins and they can’t track my order!!! No real human customer service, terrible experience.

expensive. bad portions

Portion sizes too small and not enough. Too less

Portion Sizes. Portion sizes are too small

Can’t save my card. Can’t save any of my credit card or debit card for payment.

Sizes. Portion sizes are not enough 👎

drew sent me. Let’s bring down chipotle

portion sizes. the portion sizes have been downhill and the quality i’ve been treated and the food is worse than trying to get a signature from a famous guy

Worst app. This is the first app I’ve ever used. Try to enter a purchase there is no keyboard, says date format is wrong when it’s right. I tried copying text since no keyboard and it won’t take purchase total, so no rewards.

Doesn’t work. Trying to create an account and it won’t send me the verification code ….

Points disappear. I’m not sure why you would have an expiration on points, I go on a trip for 4-5 months and come back everything is gone - over 2000 points .. lost me as a client ..cheap company —

Inconsistent experience. No separate day at Chipotle is the same. Have some quality control

Unsupported for iPhone X. App worked perfectly fine why not anymore?

Sm4LL P0RTI0N$. They give small portions so they don’t have to prep as much food. more portion=more prep

Bad job. Bad serving size👎

Crashes. It keeps crashing

Good place, app a bit convoluted to get around, can’t get out of history. UPDATE. Now just crashes on trying to login. Demands a text to login and then crashes after you enter that. Then won’t even send texts anymore. Both of my accounts (two countries). This problem has now been persistent. I’m losing my points and can’t access promos etc. so not going to Chipotle anymore. Once you done your way around it works generally. If you look at your points history you can’t get out; at least on one of my phones. You have to force quit the app.

portions. bad portions

App freezes exactly when you need it!. No problems with the app, except trying to find the rewards barcode, when I’m using it casually, but the minute I’m in a restaurant—bam, the app freezes and won’t let me scan my card. Even the screen that appeared saying there was an issue, the app wouldn’t respond to my taps! Finally got it to work, and thankfully the cashier was somewhat patient. Let’s hope the point actually get credited!

Very scummy. They 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.

Terrible. Doesn’t lest you sign in. What the hell.

Portion size. portion size to small and to expensive

Suggestion for Improvement. When I order a kid’s quesadilla, I like to get double rice, but there is no option to have double. The attendants always ask me to write a note to let them know, but there’s no option to write special notes that I see.

Doesn’t work in Canada.. This app is in the Canadian App Store and it only works for US locations. Hmmm

Crashes. Crashes ALL the time!

app keeps crashing. app keeps crashing

Chipotle. Wow Drew sent me

Inconsistent service. If you place a mobile order your portion size is significantly smaller. Do not use the app to order.

Crashing. I’d love to actually try to use the app but it just crashes on opening.

Not able to order. I tried many times to make the order, but it still shows an error.

Pickup not working. After the update pickup option is disable and cannot order ahead

Points Expire. The points expire. And there’s no connection to your American restaurant. I’ll be deleting this app and will stop patronizing your chain. Good riddance!

This is not for Canada!. The offers are for US ONLY

Oh so fresh. Love the bowl, everything is fresh and flavourful.

Verification code. Text verification isn’t working! The app has been useless so far

Quick and Easy. I love the Chipotle app, it has all the customization I need and I love that there’s a delivery option. it saves me the hassle of using other apps and I’m so happy with my rewards! i’ve enjoyed free guacamole twice now!

Not what it used to be. App takes forever to load and portion sizes are pathetic now.

Small portions. Increase the portion size. Here from Drew

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.

Bad quantities and no quality control. The 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.

Update has broke app. App keeps crashing.

Apple wallet not working. Tried uninstall and reinstall but still no luck adding the reward card to Apple wallet.

Good but favorites needs improvement. Does what you need for the most part but it's annoying to pick the store each time even though it's favorited. Also your favorited meals don't show up until you select the store. Kind of adds an extra unneeded step

Portions 👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻. Portion bad Portion small Me want big portion Big portion good

Absolutely Useless. I hate that i can cancel my order, not even the first 2 minutes. I can’t get a refund whenever I don’t get my food or missing items, this is ridiculous.

Deceptive pricing. You guys are insane if you think I’m paying 20$-30$ for a burrito or salad that most immigrant parent make for 5$ at home and that taste better what the hell is up with these prices

App won’t send verification. I 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

Make it make sense. I 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…

M6N 0A7 postal code. Unfortunately, the above postal code is not seem to work when you try to put it in the points request after forgetting scan .

Adsterra is the most preferred ad network for those looking for an alternative to AdSense. Adsterra is the ideal choice for new sites with low daily traffic. In order to advertise on the site in Adsterra, like other ad networks, a certain traffic limit, domain age, etc. is required. There are no strict rules. Sign up!

Crash & burn. Today I had a unique situation, using the app in one location and then traveling to another location to use the app. Somehow it had trouble switching knowing where I was when placing the order today it place your order with the store that I use last which was 8 miles away from where I was currently traveling in opposite direction switching the apps location cause the app to crash and then reloading the app to switch it to the location I wanted and then going back to the menu and then Tapping, the location it reset the app back to the previous location causing the app to crash again arriving at the location. The manager informed me that my order was picked up and was being prepared at the previous location 8.8 miles away and I asked her why that is because I switched it to the current location. She called them and they told her that they had to order it was ready for pick up. I informed her that I was not traveling 8.8 miles to pick up my order. At that moment, I was told that there was nothing else they could do I had to either order and re-pay or I wouldn’t get anything.

Found plastic in my bowl. I love chipotle I always get a bowl with chips, and a quesadilla, I’ve made it almost part of my schedule to get it once or twice a month. With many I’ve agreed to see a deterioration of the once great food quality of chipotle. I’ve opened my bowl to cold cheese rice with some uncooked grains in them and burned pieces of chicken. With out mentioning the few oecies there was having to pay double for less than 10 pieces. I tried enjoying what I had, as I hate wasting food, but i couldn’t after I bit into a piece of plastic. I thought it was lettuce as I order extra every time, but no it was a large corner of a plastic bag. I went onto the quesadilla hoping I would find comfort in the cheesy chewing flavorful quasadilla, only to find a dry unappetizing dull tortilla with chewy unflavored burnt peices of chicken. Not only as a last resort I hoped the chips, a simple tortilla fried, would be salty crunchy and filling. But to no avail it wasn’t it was a sour stale triangle that couldn’t be better even with the queso I ordered along with it. I only hope chipotle changes their ways and it returns to the big servings of delicious food it once was.

Forced updates are slowing down stores. Great app but needs to be rearchitected so product additions don’t require an update. No reason the app can’t hit a live database of current products. I do not need to be on the bleeding edge of burrito-app features at all times. 9/10 times I’m using this app to scan my acct in store. Forcing an update means I’m standing AT THE REGISTER hoping it’ll download in time so I can get my points, potentially slowing down your lines and/or forcing me to enter it manually after. Short version—either 1. green light a few versions back or 2. let people scan their rewards so long as they’re within a few versions. Just place the version check after the login and give me my scan button on the “you need an update” screen. UPDATE: Good on the team for adding the “scan” button to the update required page, resolving the above issue about holding up lines in store. Good on Chipotle app team for their commitment to hearing feedback and improving.

item availability should be reflected in the app. I’m generally satisfied with the app, but I must comment about a big defect. I understand sometimes restaurants are out of ingredients. The problem is, there is no way to know that from the app, and more importantly, there is no way to get the money back even if paid items are missing. I once complained that guac was missing and steak was replaced by chicken (and some other unpaid item inaccuracy). The team gave me 250 rewards points, which is nonsense: guac alone costs 400 points. Another day I used my guac reward but it was again missing. I opened the bag and checked, fortunately noticed that before leaving the restaurant. I asked a staff and they said they had no guac but they can offer me queso instead. I accepted (as there was no other choice) but queso is cheaper and I like guac more, so I wouldn’t have wasted my reward if I knew the restaurant was out of guac. I have a few more episodes like these. So, I believe reflecting availability of items would benefit users tremendously, preventing lots of loss and disappointment.

Still improvement needed. The app is simple to order from but has room for improvement. There should be a way for each restaurant to mark what order they are currently working in the cue so the app will give an accurate time for pick up. I was just given a 6pm time and the order was not ready until 6:45. If the online orders are backed up but the line is short, there is no way to cancel your order so you can just wait in line instead. The rewards are a bit sketchy as well. For one thing it takes 24-48 hours? Why so long? Secondly, I’m a regular to the chain and I have been 8 points away from a free meal but gone at least 3 times in the last week and am still 8 points away. Clearly I like the food, but isn’t the idea of awards to reward loyalty? I read the rules and did not see a limit, but I’m not a lawyer and may have missed it. Any way, the app is fine to order food but with today’s technology it should have an accurate pick up time, and a way to cancel if problems arise.

Customer Service. The app works as expected. I have to say I was let down by the restaurants customer service which’s why I am giving a bad review. Once I arrived to the location the store seemed slow and there was no one in the line. I was able to pick up the food quickly in this situation but the employees were definitely taking advantage of the slow period as they were grouped up talking between them self’s. Also when I went to the soda fountain they were out of sweet tea. There however was an employee there picking up a few items so I asked her if they had ant sweet tea available. The employees replied “I honestly don’t know...” and shrugged her shoulders. I work in customer service and this is definitely not the answer I was looking for as it does not help me. She would have been better off telling me they ran out and were working on a new batch. I however let her know I would ask one of her colleagues. When I went back to the register the employees were standing around the register talking casually to each other. They glanced and me and continued there conversation. After a little bit one of them were finally able to assist me in getting a sweet tea. I believe the customer service at this location needs to be addressed.

Had to drive to the store for wrong delivery. Was delivered the wrong order. Those of you familiar with having an issue at Chipotle will notice that getting in contact with a human to help you resolve your issue quickly is IMPOSSIBLE. The app is completely devoid of feedback where you can access help to correct THEIR ERROR. Called four times to the store until the call dropped each time. Was forced to drive to the store (what was the point of delivery???) because again, god awful customer service communications. Drove there (I’m in healthcare so in the middle of the Coronavirus crisis I could potentially be exposing others including your employees without even knowing it, it’s why I chose delivery instead) waited outside just to be told “Oh” by the employee as she turned around to request my order which was given to someone else I’m assuming since it had to be made. No acknowledgement of the error. This is past the point of unacceptable. Is Chipotle even taking what is happening seriously? Wouldn’t recommend to anybody. Abysmal customer service with zero option to be heard in any sort of timely manner. Order through the app at your risk.

Pick up name issue. I had to get into an unnecessary back and forth with the person at the register because they couldn’t find the pick up name. The receipt they had attached had my full name instead of my pickup name, and all the pick up food were stored in the back. If the food was upfront for pickup customers, it should have never happened. If the app printed pick up name instead of full name, it shouldn’t have happened. If the person at the register goes 1 step further and match the pick up items, it shouldn’t have happened. To add insult to injury, the kid literally asked me if I wanted to step outside to fight him. He also told me I had to wait until they finish with the line of customers, which were about 10 by that point. So Yes, I got angry and I yelled because the person was not listening to me at all. I understand it was busy, but there were three or four people in the back gathering and not helping a busy line of customers.

Pepper has a vocabulary problem!. I’m a regular, frequent customer of Chipotle, and I always use the app to place my orders. In general, I find the app fairly easy to navigate and can successfully place orders. However…it seems like whenever I need assistance from the chat bot, whimsically named Pepper, we end up with what the late Strother Martin often decried in the American movie classic, “Cool Hand Luke” when he would say, “What we have here is a failure to communicate.” Pepper has a very limited set of semantics and is optimized to address food preparation, order fulfillment and delivery issues, using a discrete and very narrow set of possible outcomes. A few times, I actually tried to COMPLIMENT my local Chipotle store on a job well done with my order. But Pepper, oh, Pepper, you would think I was trying to ask you for your secret recipe for Sofritos! Clearly, Chipotle needs to integrate more AI and semantics into Pepper, as well as dare to hire additional human beings to address items not easily addressed by its cute but cumbersome support bot.

My card information got hacked from using this app... I have been using the Chipotle app for about a year now. It was very glitchy at first. I wasn’t sure if an order went through sometimes. Then it got better with some updates. I stopped using the app after getting diagnosed with IC and so I was unable to order anything from this menu so I left the app alone for a month or two. So now I am at work today and I get a notification that says “my order is arriving”…I didn’t order anything from this app. I thought “Maybe I pressed something by mistake on my phone” but NOPE my account got hacked and they changed all my personal info. I checked my bank account and saw 2 chipotle orders back to back get charged to my card so I turned off my card immediately and called my bank. I removed my card from the app and still got notifications from this person’s order that hacked me. I noticed that there is no where on this app to even CANCEL the order. So all I could do was write a “request to report an issue”. I have not gotten any communication back from Chipotle. This is the last time I am using this app and I will never use it again.

Newtown Pa location is poorly managed and food is low quality. Almost every time we’ve ordered food from this location, there are items missing or the food is a poor quality. Today we ordered a veggie salad bowl. They didn’t have veggies and they didn’t have dressing which would’ve been fine had they told us except the app and the people at the store didn’t tell me so when I got home, my meal was completely different than what we expected. In addition, the Carnitas salad bowl was also missing veggies and salad dressing, and the Carnitas were completely undercooked. I tried calling the store to talk to a manager, but of course that’s impossible. When I finally was placed on a call to the store, no one answered. Dealing with the Chatbot is almost completely useless when the problem doesn’t fit into their dialogue options. The app tries to resolve your problem and the excuse is that they want to allow the people at the store still to keep cooking meals except the problem is the employees at that location don’t know what they’re doing or are doing it poorly. The best thing to do would be to stop those people from making more food given the poor quality.

Delivery Not Intuitive. You’d expect to be able to go into your “profile” or “account” and set your delivery address to your home address, but no. So you try to go to the map and search, but honestly, it’s hard to tell if they’re asking for a home address to deliver TO or for you to choose a Chipotle you want them to deliver FROM. So you favorite Chipotle’s, you search for your address, you try to save addresses... nothing works. Finally, I figured it out (after Googling.) Went through the order process, chose my Chipotle, and tried to enter in my home address for delivery... still no way go save it. Just on a whim I entered my parents’ home address, and the app said, “Sorry, we can’t deliver to that location.” At least it recognizes it as a location! So now my question is... was it actually straightforward all along? Were the things I was trying supposed to work? Either way, neither my apartment complex nor the complex I lived in last year (when I tried this the first time) was recognized as a delivery address (despite the fact that it did show up as a lil pin on the map)... so do they only recognize houses? I can’t tell if I’m just stupid or if the app is seriously flawed lol

Forget to scan?. Forget to scan option needs some tweaking. the system already knows how many times you have scanned in a 30 day period even, before you click “forgot to scan”, so why not make that more apparent to the end-user? Why not tell you BEFORE we go through the trouble of manually typing in the info - why not barcode the receipt for easier scanning? Additionally why not tell us exactly when we can start accumulating reward points again? You type all the info in and it says sorry you’ve reached the max for a 30 day period. Then the kicker - it asks you to please try again. Put all the info again per their request and the whole thing happens again. It’s a vicious stupid loop that is totally avoidable if the developers where to grey out the button or tell you once you click the button that you are already maxed out. It would be nice if they included more info as well. For example you can’t scan again until (provide you with date when you can start scanning again ). My findings show that there is no support option or leave feedback feature - hence feeling bad about having to be so negative in a publicly visible review.

Frustration with App and Customer Experience. I am writing to express my frustration with your mobile app. Once again, I’ve encountered an issue where the app fails to confirm the location of my order, forcing me to drive 26 miles just to get my meal. This is not the first time I’ve experienced this problem. The last time it happened, I canceled my order and didn’t return to Chipotle for three years. It’s frustrating that after all this time, your company has not improved the customer experience to the level of other reputable brands like Chick-fil-A. Their online system is efficient, reliable, and puts the customer first. If Chipotle cannot make the necessary improvements to its technology and service, I may have to stop shopping with you altogether. I hope you take this feedback seriously, as loyal customers deserve much better. Until these issues are addressed, I’m reconsidering my choice to support Chipotle.

Not synced with store hours. I placed an order using the app, but when I went to pick up my food, though there were employees in the restaurant, the door was locked. I called the restaurant and they said they closed early and the app should not have let me place an order. They were wrong and it did. They said I’d receive a refund in about 5 business days. No refund. I called 3 weeks later and the employee (who would not transfer me to a manager) said he’d take care of it. Still no refund. It’s been almost two months now and still no refund. Who has $55 they can just give these days. I’m extremely disappointed. I was a regular, but I’ve stopped because the service has been disappointing, especially when it comes to giving refunds when refunds are due. I know this is a rating for the app and not a particular restaurant. The app needs to know when stores are closing earlier than posted. Also, it’s disappointing not all menu items are on the app. The way orders are handled are wrong too. On another occasion when trying to pick up food, someone else took my food and nothing was done and I was not compensated for my long wait for them to make my food again.

Add all options. Possibly the most avid Chipotle eater of all the Chipotle eaters. Strictly writing a review based on your app- 1) PLEASE for the love of all things burrito, add an “add vinaigrette” option for ALL things (not just salads- even if you have to charge, trust me, it’s that good)! It is so delicious and it is the maker of my meal! 2) PLEASE allow a large quesadilla to be ordered via the app! I know it “may not travel well” but that’s the risk we take when getting Togo instead of dining it. It’s just as delicious to me no matter what! These two things keep me from using the app and I eat chipotle 3-4 times a week! Being in this business as well, I know all the apps and delivery services do relieve some labor from the in store and phone calls, the app is very user friendly and I’d like to use it as much as you all would like guests to use it, but us Chipotle addicts need a little bit more options on it! Thank you! Also it could use a “problem with order” option. I know it sends through DoorDash but it doesn’t link to their app to let you review, so you all may want to add it.

Beware if you have an issue, not customer service friendly. I ordered through the app and both bowls were made incorrectly. Somehow they mixed up the proteins and the ingredients in both bowls so neither one of us could eat our bowls. You can’t reach customer service through the app if you have a problem so I had to search it up online. Found customer service on chipotle website and it led me to “Pepper” which is like AI or an automated service through text. It offered me two free entrees and added it to my app. Asked if I could just get my order re-ordered because I didn’t want to pay for delivery and it just ended the conversation. I tried to ask again and it restarted the whole process like I was new and it when I entered my order number again it said this issue was already resolved. Ugh. So I’m like, okay I just want my food I’m going to re-order in the app and just pay the dang delivery charge and it only lets me add ONE free entree at a time!! I can’t even use both free entrees! So I wouldn’t recommend using this app at all. Just use DoorDash or whatever else because at least you can talk to a real person and they’ll help you better than this app and customer service.

Joke of an app. Ordered my dinner delivery at 8pm and for an hour the app showed that the order was waiting to be picked up, but when I check the order status through a link they sent from Doordash, it said that the order was cancelled a while ago. But when I contact customer service to figure out what was going on, they were fully unaware of the cancellation. Best part? When I asked “My order is not being picked up, can you check?” they said “May I ask why?”…? Are you kidding me? 😂 Their response to all this was refund. No refund for points I used to get double protein, so I lost that rewards points and wasted 2 hours and all the other restaurants closed by the time this was all done. I deleted the app right after and will not be ever using it. This happens MULTIPLE TIMES. I would even consider not going to Chipotle for a long time after considering their issues with E Coli they had awhile back too. Awful service overall. Good job

Easy to use. I like that they save all your previous and most ordered food items. It makes it easy just clicking ‘order again’ instead if clicking through all the menu options. I wish they’d add an option where you can purchase the taco shells soft and hard on the side with your burrito bowl, how they do with the normal big tortilla, that would be nice! I also wish it was more clarified on the app that the delivery is through doordash. I try my best to not order through doordash, and try to order the restaurants that have their own delivery people on site since I feel like everything just runs 10x smoother that way, as just the other day doordash cancelled my order for I’m not sure what reason but Chipotle still had my order. On the app it also gives a tip option, I never know if that’s for the staff or for the driver since its not specified. In the off chance it’s for the staff I make sure to tip the driver cash as well because I’d never want to stiff someone, which then makes me order like $20 + :/ after all the tip and fees.

Eh. So the issue is without you standing there and pointing/telling the person exactly what you want it does tend to get screwed up. If you have an allergy this is a VERY DANGEROUS choice for you. I can take lactaid for my dairy intolerance and about 75% of the time my order has sour cream or cheese in it despite me never ever ordering anything with any dairy. Also it might be a burrito is might be a bowl you may get the silverware you need to eat it you probably won’t, so have some in your car if ordering on the app even if it is a burrito because getting a burrito when you order a burrito is a 50/50. Also about half of the time you want to use points the app fails at checkout. So I’ve tried to use points several times but have only been successful once, I ordered a burrito and got a bowl no silverware so I wasn’t able to eat it anyway, at least it was with points, right? This app leads you to adventure so never really look forward to what you order! So pretty much if you want what you order you need to go in the store and not use the app at all. If you are using the app to get points good luck using them it may take more than a several tries.

Embarrassing. I spent probably 30 minutes trying to order a barito through this app just to end up not getting anything. I finished my order and when I placed it and tried to get my order delivered it said they don’t deliver unless it above 10$ so I went back and bought a drink just to see a new error that said they don’t deliver drinks.... anyways I didn’t think much of it at the time so I went back and just put a side of queso (which is very over priced) then went to see if my long list of demands meet their requirements and it did just for me to find out that they were “unable” to deliver to my house.... isn’t that the hole point of DELIVERY (I was 3.3 miles from the store) so I just decided to pick it up because it wasn’t that far and the whole point of me ordering here was because I had 2 gift cards but when I went to pay for my order it said my balance in the first card was 0.00$ but it still had money in it!! So I assumed it was another stupid glitch and went to add my other card that I hadn’t even used yet but hey guess what? The balance on that card also said 0.00$ so now at this point I’ve spent half an hour trying to order food and have got 0 progress all because of this stupid app.

Terrible Customer Service Experience. For as much as I have loved Chipotle over the years I am extremely disappointed in how terribly difficult it is to find good customer support through this app on mistakes made by their own employees. I was missing multiple items from my order and after calling the restaurant the only solution is to use the Pepper Chat bot to hopefully find a resolution. After multiple disconnects and attempts to send my order information I was still give a message that they cannot resolve my order and that management would be informed. No refund and only a BOGO offer for an entree. After the disconnected and forced chat experience I do not want another meal from this overpriced chain. I want the assistance that is so terribly lacking and that this app promises to do, yet miserably fails to deliver. Although ordering through the app is easy enough the service options are poor and an extremely important part of the business. It is sad to see what was once one of my favorite fast food restaurants become such an impersonal and unhelpful place to frequent. My advice is ensure they get everything in your order because the service offered here is nonexistent.

Good app but some issues. So I like the app because it makes it easy to get in an out really quick but it has a couple problems, for instance when it asks you your experience the only options it gives you is a smiley face or a frowny face. If you click on the frown it just says “sorry about that” and throws you back to the menu. I find that so careless, you may as well not even ask. If you have something negative to say you should be able to say it. There’s nowhere on the app that I’ve seen to leave feedback on the order. On this specific order they were very nice and understanding because of traffic we had to pick up an order after close that I had placed before close. When we arrived they were very kind and understanding about the situation, however they forgot our tacos and didn’t realize till we got home. It’s after close so there’s no one at the store anymore. I wanted to leave my experience on the app so hopefully the store would see it but I could only give a frown, which is inaccurate because it wasn’t all bad.

Getting it Right. I use the Chipotle app often and for various stores. I love an app to order for my food prior to entering a restaurant. For the most part this happens. There have been several occasions in the past few weeks where this has not happened. Last Saturday I ordered and I waited in my car until our pick up time. When I entered the restaurant and went to the pick up station the food was not even on the line yet. I mentioned it to the cashier and she didn’t seem to care. Another woman came over and asked if she could help me and I explained to her our food situation. She went to the back and the manager came out and apologized. I explained this was the 4th time we’d had this issue. She gave me the money back for the order. I explained I didn’t want the money back I just want them to get it right. She agreed, they needed to do a better job. Fast forward to today, I ordered dinner and when my daughter and I got the pick up station our food was ready to go. Good job Chipotle for fixing the issue promptly. Thank you!!

Needs more work. As an ex-chipotle manager, I would say that the app definitely can use a lot of help. Obviously I never needed to order my food when I used to work there but now that I dont work there but uses the app to order food, customizations should be a lot more flexible. I have had customers who prefer plain brown or white rice. Some customers like half protein, some customers like their protein in a portion cup. There should be an option to buy large bags of chips separately. Also a lot of customers like the vinaigrette with their bowl or burrito just not with their salad. A lot of customers like their burrito double wrapped. If you listen to your customers more you’ll know that the app can be a lot better for customization. App can also coincide with DoorDash so that we can track our order better watching our doordash driver. The past few times I ordered the notifications were so off. I didn’t receive the notification that my food was here until 20 mins AFTER I got my order. Definitely not convenient.

Love but could use some improvements. I love love love Chipotle, I order from the app often on my way to work so I can just stop and pick it up. The problems I have is there’s no way to write in text to customize your order further such as to mix my burrito up before wrapping it. Also in store you can order a quesadilla but there’s no option for that in the app. Recently I ordered a burrito with just cheese and steak hoping someone would figure out I really wanted a quesadilla but, no one did I got a burrito full of cold cheese and steak 😐. I knew it was a potential so not upset just wish there was a way to order a quesadilla. Also since they came out with carne asada it seems when you order steak which I always order sometimes you get steak and sometimes you get carne asada they don’t taste the same and I’m not a fan of the carne asada so it’s always dissatisfying when that happens. Overall I would say it’s a great way to save time but there are definitely changes that could be made.

Always disappointing. We are regulars at the Chipotle in Fort Mitchell Kentucky. The last 4 times we have been there we have had nothing but problems. Prior to typing this I have called on multiple occasions to speak with a manager about these same problems every time. We order the same thing every time and we are charged a different price every time. My child gets a bowl with rice chicken and extra cheese. I have had to ask multiple times for extra cheese as that is the only topping she gets. I should not have to repeat myself 3 times to get extra of 1 topping. You charge the same price whether I get 3 toppings or 1 so this I have an issue with. They have also started skimping on the rice and the meat. This is ridiculous to pay the same prices and receive less food. I also got a large chip as always and today it was filled the same amount as a regular chip. If this continues I will file formal complaints for every location I go to that I experience these problems. This is not how you treat your loyal customers. This company is going further and further down hill and as a customer for over 20 years I am seriously disappointed.

Location Issues. Overall the app is great, my issue only concerns delivery. The app automatically send my order to the location nearest to where ever I want my food delivered. This is really awful because the location closest to me is garbage, and they in no way reflect what Chipotle is about. They run out of guacamole hours before closing, and rather than make more they just don’t let people get any. If you’re ordering for delivery this can be a problem because they’ll have to refund the card you used which can take several days to complete. This location also skimps on what they give you, so when my bowl comes it’s not full, and there barely any of certain ingredients. There’s a location only 0.5 further in distance and they give excellent see is but if I want to get food from them, I have to go there myself which I don’t always have time to do. I know this feature is in order so that people don’t order from too far away, but it’s only 0.5 miles further. Please chipotle, do something about this issue of not being able to pick a location for delivery.

Not a Big Fan of APPs. I used this app because it is the only way I can get my Chipotle meal. The phone does not work so I downloaded the APP. There are nice pictures to see what you are choosing and it lists all foods with pictures you can choose to fill your items. That work really well. Then they list sides with pictures and the sauces you can buy. Very easy. First choose your store location, then the items now the payment. Now this gets crazy... it comes up with a circle that says hold then place. So i put an advanced order so I thought that was a note telling my it’s on hold for later. The person at the window helped me and I went around waited come back and it was done. The Staff is so nice at Manahawkin NJ location. So it a matter of a learning curve. I will get used to it. I gave it four stars because of things not explained. You need to figure it out or the staff will help.

Portion sizes. Portions sizes are absolutely horrendous, I remember when the bowls used to be PACKED with food to the top and you could feed 2 people with those portion sizes, with that the prices used to be a LOT cheaper too, 9$ for a bowl was amazing but not it seems like for the same portion sizes you want today you have to pay like $17 for a bowl, almost double the price of before I feel like if they are going to make the prices higher they need to keep the portions the same how they were before when they were packed past the top because now it feels like i’m having to double everything on every chipotle bowl i order, and also I know for a FACT that they give smaller portions sizes for in app orders when I order in person it feels like I get more then when I order through the app, i like ordering through the app because it’s convenient but i can’t do that if they are going to cheap me out on portions just because they don’t care about in app orders, something needs to be done to fix this, pick one of the options if you are going to change something either higher the prices, lower the portion sizes or care about app orders NOT ALL 3!!!!!

One Line. Psychological research has been done that shows that people in a situation where they have to wait their turn almost unanimously prefer that there be only one line. Otherwise they generally feel frustrated and like they have no idea when their turn will finally come. You have created the latter type of system with your online ordering app. The food is never ready when you say it will be, usually being late by 15 minutes or more. Then people getting into the store line are able to order and receive their food before the online orderers receive theirs. Also, there clearly is no system for employees at the store to indicate to the app system when the orders are actually completed. So your system cannot improve, because there is no feedback and no accountability. You need a reader board in the store with customers’ names and order placement times, promised pickup times, and estimated actual completed times (if the promised time has passed). Then users could see that orders are being handled in a first-come, first served order, which would alleviate some of your chaos. Deleting app. Probably not returning to your stores. Love the food, though.

The chipotle experience. So, the app and menu are very simple and even include a spot to put whose entrees for who when ordering. One thing about chipotle itself is the protein. I am a plain eater, not picky, plain. I like sauces but prefer the minimum. I get a burrito with brown rice, steak, cheese, and light lettuce every time. Sometimes if there’s free queso I do it or free double protein but other than that, I won’t steer away from it. So, my main goal when I go to chipotle is protein/ a filling meal. Since I moved across the country 6months ago, I’m not gunna lie, I’ve had chipotle a good 12 times. Every time the steak tasted fishy, even my boyfriend pointed it out, well today, finally, THE BEST BURRITO EVER WAS BIRTHED. I have never finished a whole burrito until today because usually it gets to fishy but there was absolutely no fishy taste, the lettuce was crunchy (for once) and! It was the perfect amount of cheese. I’m extremely happy. Thank you for listening to me rave about my burrito.

Absolutely terrible. This is possibly the worst food delivery experience I’ve ever had. I went to order myself a meal, got all the way to payment. I select the card I want to use and the app told me that card was invalid. I enter a new card, which is also invalid. At this point I’m a frustrated and out of cards to try so I order different Mexican food from DoorDash. Ten minutes later I get a text that my Chipotle order will arrive at 8:23PM. I go to the app and see my order is still not submitted. I check the app and the delivery link for a way to cancel my order that never went through-nothing. I get two more texts in the next 20 minutes stating my Chipotle order will be delivered at 8:23PM. I check the tracking link again and see that it’s blank unlike last time, so I assumed someone had figured it out and canceled my nonexistent order on their end. 8:23PM comes and goes and I think I have nothing to worry about. Then at 9:05PM someone is ringing my doorbell-it’s my Chipotle order that never went through. I’ve now spend twice as much money as I wanted to spend on food and my order showed up 40 minutes late.

Good app. I hope chipotle adds a “cancellation” button soon, it’s a weird process to cancel your order and money being refunded etc. I placed an order for pick up and, my mistake, I ordered it at the wrong restaurant location. I tried to look for how to cancel it and resend it to my desired location and couldn’t find anything! I ended up calling the restaurant location I submitted my order to and asked if I could cancel and have my order sent to the location I wanted. The employee was helpful but told me a HUGE process of how to cancel on the “feedback” page and how I would still have to wait days for my money to be refunded and then still have to place an order on the app for the new location... it was an inconvenience because of my specific situation but I think it’ll be a helpful tool to have in the long run if say someone else needed to cancel an order... just thought I’d share and I’m hopes they read this review and add the button! Lol thanks, I still love this company and app and food. 🥰👍🏼

Points. The application isn’t consistent with recording points at all. I’d like to trust it by scanning my application before I make a purchase to think my points will be awarded but I can’t so I ask for a receipt to insert the info later on the application to get the points. It’s a 50/50 with the application. Because when I scan my app before paying by then my receipt will say “points are in on the way” and then nothing comes (and this is me waiting for about a week) so then I decide to use the receipt info to enter in the app and still nothing gets awarded. And on the flip side, I purposely won’t scan my app before purchasing my order and get the receipt to enter in the info later to get the points and yet I won’t get them. And you can’t contact Chipotle through the app by messaging them to prove or disprove you’ve made your purchase to get those points by showing your recipes or something, so people lose out a lot. Buffalo Wild Wings app has section to where a person can message them for concerns such as points or something and BWW is really good about responding and providing those points to the customer so long as the customer can take a pic to prove their purchase. Something to think about. Thanks

No monopoly. As a customer of the app we should have a choice in which chipotle location we use. Prices are universal, but quality is subjective to the respective franchises. If we are forced to use a substandard location, what compels the lackluster location to better represent the franchise. I personally would like to suffocate a poor location into new management and/or ownership. Competition is fierce and we pay for a fresher product. EVERY customer should be valued and respected, simply by releasing an excellent product like on the commercials. I speak only for myself in the fact that I would rather have a slightly longer prep time to assure correct orders( afterall, its your menu). I don’t get upset, I let the location fire themselves… I just avoid the vendor and/or the restaurant if necessary. I will pass 2 dunkins in my area to avoid giving my money to imposter locations that simply have the logo on the building. We choose you all, the least someone can be is grateful.

The App does what it’s suppose to do. I usually don’t leave reviews because it just takes a lot of time. But as I was going to cancel the option to leave a review, a review titled “pathetic app” caught my eye. Someone was bashing the app saying that the food is good but the app is not this, and the app is not that. What do you want the app to do? Something provocative? I have used the app for about a year and I love it. When I go to chipotle there’s so many different options and I usually hold up the line. But with the app I get to sit in my car, take how long I want, pay, rack up rewards,and go in to pick it up off the rack at the time that it said it would be done. And with COVID I feel that much more safer knowing I don’t have to stand around waiting to order. Also, I get excited when I get a guac mode notification. Even if I don’t make it in that day it’s still pretty cool. I saw a review giving the app 1 star saying that the app wasn’t robust. Please , bust this 🤜 and thank you chipotle 😁

Used to be great, ruined repeatedly by updates. We count on chipotle for easy dinners for a hungry family of five, and have for many years. The app has been great in the past for easy pickup and rewards. Until the last several months or more, now having to update the app every other time I order, (updated twice in this past week!)getting kicked out and having to change my password (“your password has to be different from the last 7 times”), I had to change it because they kicked me out when I updated the app, smoke coming out of my ears! And it takes 10 minutes extra to upgrade (and relog in) when you want food! AND now they’ve made the rewards complicated. If I had an alternative I would ditch chipotle for these reasons. STOP “upgrading” the app so often. Every month is too often. Every few days is too often. Every six months I could live with. Think of what your customers have to go through every time you change things!!! Sending love, and hope you can understand this in a positive way.

Stressful annoying app don’t bother using it the benefits are good. Chipotle is Very frustrating compared to other food chain apps I’ve used also when I try to get support or go into a location the employees and manager don’t even know how to use their own app very disappointed especially if you work there you should be familiar with the company. I have 2 free queso or guacamole with chips coupons I try to use 1 there is no limit purchase total and the second one has a $5.00 or more purchase and when I add it to my cart purchase with my tacos or burritos and get ready to pay it tells me it’s not added to my purchase order any more then I delete the whole order and the workers tell me at the store they can’t scan or offer the coupon unprofessional for a huge company I always thought the customers are always right and they just walk away and refuse my order. I think everyone who works at chipotle should go through a training to help customers with the app when needed. Because getting support online and trying to go through texting pepper is pointless and never helps with any questions I rather speak to a live representative on a phone then getting the run around .

increased prices and potentially getting wrong order. 4/4/22 So 1st off I want to say that the only reason I’ve had to use to app is because it’s more efficient unless you want to wait in a long line. Now what I’ve noticed was an increase in prices on the app vs in person (about $1.50 depending on the item). The other thing is the amount of times I’ve had to double check to see if I recieved the correct item before leaving. I’ve had multiple instances of either on my free time or before going to work where I’ve left because the name on the bag is correct but the item inside is incorrect. Now this is frustrating when I don’t have time to go back and receive the correct item. I basically wasted my time and money. If you ever order through the app 1- make sure you take a record of the receipt in case there is a glitch and it doesn’t go through or you receive the wrong item. 2- always double check before leaving even if the bag says the correct name and even if you have to stand within eyesight of them so they can’t say you switched it out or something.

Always leaving off Honey Vinaigrette for delivery. Service is fast and on time however I always enjoy the salad bowl from the Conyers, GA location and after my 4th-5th order they continue to leave off the salad dressing. I check my receipts it is on the receipts. I have called complained, left notes for them not to forget and they can never grant me a completed order upon delivery. I get mistakes are made but every singe time like this is what makes the salad good, now I’m like ugh I can’t eat it so I’m wasting money. Then the managers never respond or resolve the issue. I have never experienced this continuously awful experience from an establishment ever before. Like EVER!!!! Seems as if they do not care to fix it! I can see after reading reviews I’m not alone with the dressing always being left out the order. Please do better or compensate your customers. This is horrible. S.T.R Addendum: my latest order was perfect and even received my vinaigrette after many tries!! Food amazingly good as always!!

I love it when you skimp!. Chipotle had lost its touch. people have the right to be upset over this. only reason why you guys got 5 stars is because you guys were doing such a good job over the years, up until this year… it’s sad, not even the CEO or the person in charge are trying to fix the issues when the people are speaking out. what happened to delivering a great experience? what happened to the customer is always right? If the customer is pointing out all the flaws in chipotle and everyone is trying to boycott it, don’t you think it’s time to make a change for the better? I guarantee that 95% of 5 stars reviews from 2024 are getting 5 stars so that way we can have our voices heard. Notices how none of the 5 stars are good/positive reviews. and if they are, it’s from a while ago before they started skimping food and prices. Do better chipotle.

Card Scan Issues. Aesthetically, functionally, and in just about every way, I think the Chipotle app is excellent. That said, I have an issue with the “Scan Card” feature when adding a payment type: I place my card within the border of the green lines, they all sync up for just a moment, and then... nothing happens. I have tried on probably 30 or 40 different occasions to use the Scan Card feature to add a payment, and it has worked exactly 0 times. Am I the only person who has had this issue? I skimmed the reviews and couldn’t find the same complaint but it’s entirely possible I just missed it. I’ve tried different cards, surfaces, lighting levels, and holding the card(s) different ways, all to no avail. At this point I feel like it must be a software issue. That one blemish on an otherwise stellar app is why I drop a star. (Realistically I’d give it 4.5 and not dock a whole star, BUT this is a pretty common feature in other apps and I can’t imagine it to be a difficult fix. Seems like the app software equivalent of a typo in a professional email.)

Love Chipotle...but the app needs work. I visit Chipotle three to four times per week for their salad. With the Coronavirus restrictions I am forced to use the app. I minimize certain things on my food for health purposes and there is no way to put special notes on an order. Fortunately, the workers know how often I go there and allow me to call to adjust my order. However, it is not fun to have to annoy them like that each time and I risk someone not remembering my request. Chipotle needs to add a “special instructions” field in the order process. They also need to allow more than one gift card to be loaded if the app has to be used (I use gift cards due to maximize credit card category incentives). Once your gift card gets low but not enough to cover your meal, you have to pay with a credit card instead of loading another card (which I don’t want to pay with a credit card alone as a one-payment option let alone for efficiency sake...don’t ever store a card on an app.). Please improve the app in these areas Chipotle.

BAD,AWFUL DONT USE THE APP. I had ordered my food off the app and I was checking where it was it said that it was getting delivered by a girl name EILEEN M it kept saying it was 5 minutes away but she wasn’t she was 10 minutes away it showed us her location and it kept pushing back the time it became 20 minutes past and then we got a text saying that it delivered and nothing was delivered we were waiting for the food looking outside the window no one came no one called and when we called the place it was close because EILEEN had took so long she came to my city was 5 minutes away then she ended up going back into a whole different city and never gave us our food we had called The number it gave us and no one was picking up then another number had called us and it was a doordash worker and we talk to them and they said they couldn’t do nothing about it that we had to wait for a chipotle to answer us so we got nothing at all no refund no nothing food stolen when I say don’t order off the app I mean it don’t order off the chipotle app and I still haven’t got my money or the food this app is a rip off you better off going to the store and getting it. ‼️‼️‼️‼️‼️‼️‼️‼️‼️‼️‼️‼️

Payment methods. I received a gift card and wanted to use it on an order I placed online for delivery. My order was more then then the gift card so I planned to pay the difference with my credit card. The system kept saying I had insufficient funds and to reload my gift card at the restaurant. I called the restaurant and spoke with the manager who told me to pay with my credit card first for the balance over the gift card. I confirmed with her that I would be able to put in a dollar amount when paying with credit card. She said yes and stupidly I believed her. When I selected to pay by credit card it didn’t ask me an amount it charged the full amount to my credit card. When I called the restaurant I told her what happened and she said “oh, do yuh want to come in and place order to use the gift card. If I wanted to go to the restaurant then I wouldn’t be placing an order online for delivery! This is a stupid system where you can’t use the gift card along with my credit card.

Lack of Account Security. My Chipotle account was hacked and due to having a card saved on the app for mobile orders they were able to charge $64 worth of food to my card from the opposite side of the country. The lack of account security measures is unacceptable, and the app itself doesn’t provide much options for contacting Chipotle in order to report the account breach. I was able to view where the hacked order was being delivered to but not which Chipotle store was taking the order which prohibited me from being able to contact the store before the order was completed to cancel it from that end. Also, the only method of contacting chipotle that the app provided was through a live chat which doesn’t allow me to keep record of the exchange with the representative unless I screenshot it. Chipotle claims they had no breach of their databases and pushed the blame elsewhere although after looking into it myself more this has been an ongoing problem for years with many others and yet Chipotle has done nothing to resolve this issue. Would not recommend this app if you’d like to avoid your credit card and personal information and account being stolen.

Ok most of the time. So the app is super easy to navigate and use, however, there always seems to be some sort of an issue. Like, I will try to put in an order and a notification will randomly pop up and say “oops, something went wrong”. What do you mean something went wrong? It has the strangest error messages like: the store isn’t open (when in fact I know it is as it’s the middle of the day and nowhere near closing time), or the app can’t find a store near me? Which also isn’t true, as there’s a store less than five miles from my house. Another irritating issue is how sensitive the app is when choosing options to add to your meal. I now have to double/triple check my order in the cart to make sure I didn’t accidentally brush over something I don’t want. I’ve had random crap added to my food and didn’t realize it until it was too late. So, all in all, the app works fine a majority of the time, minus the sensitivity of choosing the add ins. It’s just frustrating when it does the stupid meltdowns! I never have issues with any other app I use, that’s why I felt compelled to write this.

App / customer support. Today I mistakenly placed an order from a store that I was 26 miles away from. I immediately started looking over the app for a cancellation tap but didn’t see one. I didn’t immediately tried to call the store to keep them from making the order and was just going back and forth with a computer for several minutes. Apparently asking to speak with a manager is not an option. After calling 3 times and 15 minutes to attempt to get I finally told the computer that it was an Emergency and I was finally sent through. By then the order had already been made. Chipotle please add a cancellation tab to the app or have a human being answer the phones. I understand that this was my error but it could have been corrected and the staff wouldn’t have had to waste their time to prepare an order that no one was going to pick up. Thank you

Bad portions and poor virtual customer service. I have been going to chipotle for a long time now, and it was one of my favorite places to grab a quick meal during college. That being said, the quality has taken a nosedive in the past few years. Ordering online seems easy and convenient until you realize that they give you MAYBE 2/3 of the food you’d get if you go into a store and order. On top of that, half the time they miss an ingredient (or a few) and the workers don’t tell you it’s missing when you pick your food up. Why not just let me know you’re out of something instead of letting me leave with an order that you know is wrong? When you report an issue on the app, the AI bot you have to deal with (Pepper) is clunky, annoying, and makes you jump back and forth between the app and other pages just to get a “free entree” instead of a regular refund for the food you paid for and didn’t get. It seems crazy that a restaurant with 30ish ingredients total can have so many issues, but here we are. Please get the portion issues corrected and give your staff the resources to provide people with the product they’re paying for!