Chipotle - Fresh Food Fast App Reviews

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Won’t refund orders it cannot fill. This appear to violate apples App Store policy. We have recurring issues with a store that accepts orders even when it has run out of ingredients. We stopped using the app because it was constant. We tried again after new store management appeared to fix the issue after walk in orders. Once again? Ingredients missing, some informed some not. Entire order has serious issues with missing ingredients (no one wants to place orders that get partially filled by these nobs). Restaurants cannot issue refunds. Pepper, the chat bot, is dysfunctional and barely understands English (or German). When you work through the refund request, Pepper doesn’t refund, she offers free items that the restaurant can’t fill. How that fixes anything? You need a live agent to confirm, and try mysteriously lose connection. It takes forever to get an agent and then you need three to tell you that they won’t process a refund straight out. That is an hour wasted on these corporate thieves. Now you need agencies like the BBB to get a refund from an order that Chipotle knew when you placed it that it couldn’t fill? This is the worst company I have ever dealt with, and I spent 20 years chasing down actual terrorists. At least they were honest about what they were.

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.

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.

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!

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.

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!!

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?????

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!!!

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.

Needs important improvement. It’s too easy to order Chipotle to the wrong location. In fact they automatically select the location as the last one you went to. If they are going to auto select a location for you it should be suggested and made clear AND it should be the one closest to you not the last one you went to. I have ordered chipotle to the wrong location too many times and the problem is that once you place the order there is no way to find your receipt. It has sent me a notification after I’ve placed the order that they “think I’ve sent it to the wrong location” but the notification goes away immediately and like I said there’s no way to get to your receipt or change the location. So it’s pointless. Because of these careless features or lack thereof I have unnecessarily wasted money and food. The BIGGEST problem with Chipotle and the app is that once you order you cannot call the store or contact support. They have an AI system called Pepper who is absolutely useless. I have had to-go orders that were made incorrectly and it is impossible to contact the store about this and ask for a refund or for the situation to be rectified. You can’t even contact the app developer about the issues with the app. When you click that prompt on the App Store it brings you to Chipotles website and there is no option- only options are to talk to stupid Pepper and other irrelevant options.

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.

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??

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.

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.

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...

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.

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.)

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.

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.

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.

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 ?

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

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.

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.

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.

Terrible app - Terrible customer service. I consistently run into issues with orders or else where on the app. Then I have to talk to pepper who gives me the run around and links me to the internet for me to provide basic info and then get rerouted back to the app. When I finally get the chance to talk to a real person they are juggling 10 other conversations and take 5+ minutes to respond to every message, leaving the whole process taking upwards of 30 minutes. Recently I had a problem with valid gift cards not being able to be loaded on the app. All they tell me is that I have to use the gift cards in the store and they wont allow me to swap it or buy another gift card with the ones I have. I don’t mind their rules and all but this is their mess up, the least they could do is put some effort to fix it. Seems like its been an ongoing technical issue for at least 2 years now. I would love to know the average response time to tickets in their company. It’s very clear that any issue that is not costing them money is low priority, added bonus if its helping them save money (i.e. not honoring gift cards in the app). I understand customer service can be expensive to meet incoming traffic, but this company makes way too much money to not at least invest more in their app and technology. I doubt anyone is ever going to read 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.

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!

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.

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.

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.

Okay App. Decent app but very inconvenient that every single time that there is an update (which is often) you have to sign in with your credentials all over again. It’s the Chipotle app, I don’t necessarily remember my sign in, so I often find myself having to go through the entire forgotten password process. It makes me not want to use it anymore. Also doesn’t have the same options as actually going to the store. At the store you can put anything into a side cup which I often do with cheese, this app does not have the option to do that. You can’t add a side vinaigrette or any of the Tabasco sauces they have which is extremely inconvenient. You also can’t ask for taco shells or small tortillas on the side. I also feel like pricing has gone extremely high for some reason, I was about to place an order for a chicken bowl (single serving) with chips an guac and everything including delivery (not tip) came out to $18 ?!? That is an absurd amount for one person. Needless to say I’m passing on lunch today and will only order when I can pass by the store which isn’t very often as I work from home full time.

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.

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.

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.

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 does not care about customers. tl;dr: Customer support is a terrible chatbot, uncooked food will not be refunded, save your sanity and order elsewhere. Any issues you might have with a meal or the application? Don't worry about trying to communicate with customer support, you'll have the "pleasure" of meeting Pepper, Chipotles attempt at giving a big middle finger to their customers. Pepper will proceed to ask you about your issue, only to open up Safari to have you enter that info again. But wait, once you've entered all the info on Safari, you'll be directed to the app store to download the Chipotle app. You know, the one you were just using. After navigating back to the app, Pepper will inform you that more info is needed, and repeat the same process. Rinse and repeat 1-2 more times depending on your luck, and at the very end Pepper will give you the good news, Chipotle will not be doing anything in regards to your issue! Overall the app experience is absolutely terrible, if I could give it a zero I would. I was delivered a quesadilla with completely uncooked cheese, I'm unsure how that's even possible. Maybe it's my fault for spending $25 on delivery for a quesadilla from Chipotle, but lessons are learned through mistakes.

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.

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.

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.

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.

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.

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.

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

Support is horrible. In an attempt to get the reward badges I have been going to Chipotle on different days then I normally would and keeping track of my points the best I can. Points show up 24-48 hours after purchase (maybe). When they don’t, you must “Chat with Pepper “, which is a minimum of 15 minutes +. A robot attempts to assist you, but can’t correct missing points. It passes you to a human who can only say the points have been added, it will be 24-48 hours. Problem should be solved, an employee has verified that you earned the points and has correctly added the points into the system. In 24-48 hours when no points are received you must go through the system again. They are corrected again. This time it will take up to seven days. Some points are added, but there’s no way to confirm for which purchase. Still missing approximately 800 points, but they stated that I was given an extra 250 for their mistake and earned 500 from a reward badge achievement. This should make things even. It doesn’t. When I order in your app, it should never miss points or even take 24-48 hours. Your app can instantly accept my order and my payment. Then within a minute send a text/email verification, but can’t instantly add the points. Then it loses the points? I would think that your IT Department could correct this and also show on the app and text/email the points awarded for each purchase side by side or in a running tally.

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.

Love the app specifically, however. I think the app is very well rounded and very easy to use. I love the random names provided when shuffling through the different names to call your “usual” order, very thoughtful and detail aware. My only complaint/constructive criticism is to add a completion tracker, kind of like DoorDash or dominoes pizza tracker. Once I place my order, give me updates on when my order has been received, when it is being put together and the MOST import, when it is actually complete. I know chipotle stores are always busy, so I know things get backed up with rushes, so if there is a delay in the online order being completed, send a message/update on the app/cell phone number associated with the app to notify the online orderer. I’ve used the chipotle app three times and every single time I’ve showed up to the store location to pick up my food, it’s never ready. No matter how busy or slow the store is. I LOVE chipotle, but this would be a phenomenal improvement to the app and customer satisfaction. Thank you for your hard work and care, much appreciated! 🤍

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.

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.

Love the food, very disappointed with the app. My family and I love Chipotle and we eat it at least once a week. I am always very good about scanning for my reward points. I keep my receipt to make sure I get my points, especially when the whole family gets a meal. I have made it a habit to screen shot my total points right before I scan for points. Way too many times the points never show up. I then go through the steps on the app inputting the receipt information. Several times nothing ever changes. Trying to get to talk to a person about the situation is very difficult and time consuming. I usually end up never getting my points. In this day and age where everything has gone up in price the rewards program is very nice to have. It can help with some of the cost. When my family of four all get a meal and we get a side of guacamole or queso and chips, it is at least $60. I don’t understand why it should take so long to update points. Another thing I do not like about the app is that it only tracks online orders. Every time I order at the restaurant and scan, it does not show up on my purchase history. This would make it a lot easier to keep track of missing points. Also, I have always thought the way Chipotle process payment at the restaurant is very odd. They hand me my receipt before they have even processed payment. Many times they end up asking me to tap or input my card again because something went wrong. Chipotle, PLEEEASE fix these issues.

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Lost all my points. Latest update erased all my points and rewards history. Contacted customer support and they were helpless and didn’t know about the issue. Won’t be eating at Chipotle until the issue is fixed.

2 Step Verification Doesn’t Work. I live in Canada and I can’t log In because of the 2-step verification required to authenticate your phone number. They’re supposed to send you a verification code via SMS to the phone number you have registered against your account, but I never receive the code to complete this step. I don’t think Chipotle can send texts to Canadian numbers. Called their support but they were not helpful. I can’t use the app.

App needs to detect the nearest store!. I had to re-order because the order was places across town! Please have your app be able to detect the closest store nearby! Thanks!

Latest release points history gone, chat disconnects. I love Chipotle and the app seemed to be 5 star awesome till recently. Latest update #1 problem - I can’t see my rewards history anymore. #2 problem - tried to chat using app bot but it abruptly kicks me out of app completely mid discussion. And #3 problem - the reason I’m looking at history more is because recently I’m missing points even though store assures me my app points tap “worked”. Hoping someone is scanning these comments to look into latest updates that seem to have broken something

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

App is TRASH. App used to work well. However, got logged out and when trying to log back in you need a code that was sent to your phone but the code NEVER SHOWS UP. Customer service is useless and literally stupid. They suggest uninstalling/clearing cache but that doesn’t work either.

App doesn’t confirm most important thing. … the location of the restaurant!!! It just assumes you want to order the same place you ordered months ago… in tiny text at the top.

Does not work. I have an iphone x. The app crashes as soon as you open it. There is no way to report the issue.

I 👨 LOVE 💕 CHIPOTLE 🌯. 😋 😋 😋

Lost all points. Updated the app and lost all my rewards points.

Unusable. Keeps crashing when trying to sign in.

Easy App to use. This is a easy app to use and has a nice UI. Love the free rewards as well.

Garbage app. This app is garbage, cannot process payment

Keeps crashing. Unusable

Pointless update. After updating the app, the app failed to work - waiting for five minutes to order and the app couldn’t work out where I was.. useless update and ready to delete the app

2 step verification? you are not a bank. absurd 2 step verification requirement

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

Love this app!. I have used the Chipotle app in both the U.S. and Canada and can say it is one of the best around. I have never had any issues placing my orders and think the user interface is intuitive and easy to use. It is also visually appealing and I enjoy that am able to see pictures of the individual ingredients, which is especially helpful when ordering for/with family members who want to “see” what they look like (it helps replicate the in-store experience in a digital setting). I also enjoy the rewards portion of the app and seeing how many rewards I have. I’ve always loved Chipotle as a business and hope they introduce more gamification into the Canadian app over time. In the meantime, though, I am 100% happy and always recommend the app to my friends/family.

Locked out. When I attempt to login I get a notice that a code has been texted to me. Code never came. I called in and verified the correct number is on file. The agent sent me a verification code and it never arrived. I tried on multiple occasions and still nothing. Customer service says there’s nothing they can do. So annoying.

I love chipotle! Great food! Fresh! Always accurate!. I love chipotle! Great food! Fresh! Always accurate

Good place, app a bit convoluted to get around, can’t get out of history. 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 out the app.

App is pretty glitchy and very hard to understand. Prices and food are great but your app is very hard to work. It glitches all the time. Duplicates items unnecessarily. Pushes you to check out half way before you’re done. Fix it please.

It’s so amazing. The app is quaaaads

Barcode doesnt work. I scan my barcode when ordering in store and the points never appear in my account :(

Terrible support. I live in Canada and it’s imposible to get a solution when the app crashed. In my order, One bowl came with missing items and the other bowl didn’t even come in the bag. According to the printed receipt it matches with what I got but clearly in the app my order is different and I was charged for 2 fully bowls They just added a free reward for one entree, so I basically have to order again with them, the same day of the issue, or just lose my money

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…

Fake order ready status. my order was not ready after getting notification in my app that order is ready.

Convenience is Key. Really like the convenience of the walk/up window. Staff are courteous and helpful!

App keeps crashing - Canada. Tried to order chipotle for the first time through the app, but it keeps crashing repeatedly

Sometimes doesn’t allow orders to be placed. Chipotle is Great

Verification Issues. I have had so many problems with verifying my account. I tried my phone number several times with no success. I called customer service and they tried to assist yet it still didn’t work. I tried another person’s phone number like customer service advised, which also did not work. There’s no other way to verify your account (email, etc.) which is so frustrating. What if someone doesn’t have a cell phone number? I’m missing out on rewards due to the company having ridiculous technical difficulties that shouldn’t exist in 2023. Chipotle needs to improve their technical performance immediately.

Always updating. It’s really annoying that the app needs to be updated almost every week 👎🏼

App sucks, always has issues with points. Fix your app

Yummy chiptole. Chipotle is so good I enjoy burritos and chips they are so yummy in my tummy. I devour chipotle every-time its so good. The app is so good cause I love food and its so yummy in my tummy it slayed babe. It slayed like a queen and i really enjoy eating it

Crashes. It keeps crashing

Promo code not able t to use. Not used

Can’t login. SMS verification doesn’t work

Deceiving promos and reward system. Could not redeem the Welcome promo via the app (couldn’t add it to the order) and he customer service at Garden Citi in Richmond, BC was terrible. They said it didn’t work and that’s that. No points for my online order either. And the timing was off for the order. Had to wait…printed with the wrong name.

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.

Can’t use in USA!. I have a Canadian iPhone and live at the border with USA and eat at chipotle in the US mainly. But can only download and use Canadian version of app and does not give me points for purchases in USA locations! !!!

Canada - can’t sign in. I can’t sign in anymore — what’s going on, Chipotle? I’ve contacted customer service before and they’ve assured me nothing’s wrong with my number, but I can’t seem to ever receive a verification code.

Missing points. I don’t know if it’s only my app, or it’s for everyone! Few times I have ordered through the app and didn’t get points!

Aced it. Fantastic app. Greatest food app ever. The benchmark. I should pay to use this app. Every competitor should poach the developer of this app. I enjoyed the app almost more than my meal. This app has ruined me for all other apps. I may never order anywhere else ever again.

Never Open.. Love the food, but they can’t figure out how to staff the Kalispell location. It is NEVER open. 9 times out of 10 it’s closed. Very frustrating.

Error when trying to order favourite item. Current version of app, on iOS17.1, giving “something went wrong” message when trying to order favourite item - but NOT when I rebuild same item from regular menu.

SMS verification not sent to real at&t number. Why do I need to even verify my number to order a burrito online??

I’ve never had an app experience this poor. I live in Canada and the app doesn’t seem to work for texting me for 2FA. I have reset my password every single time I enter the app and then it doesn’t send me a text and doesn’t allow me to login. Horrible! I try to login on a computer - same issue.

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.

Full of bugs. This app is a total garbage. Full of bugs.

Needs faster service. Wasn’t ready for 15 minutes after our set pick up time

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Cannot Log In. The App was working fine and I thought it was great until a few days ago. I cannot log in to my account. I tried resetting my password and got an email saying they don’t have my email in their system. I’ve been using it earning and using rewards just fine for over a year! I sent them an email explaining all this, even uploading a picture of a receipt showing a recent purchase with my rewards number on it. I have had NO response from them. Very disappointed. Edit: Finally heard back from them. They deleted my account because there was suspicious activity on my account. I won’t put my cc in my account so don’t know what suspicious activity that is. I just wish they had told me they deleted it at the time. To their credit, they say they will send me 2 coupons for free meals to make up for lost points. I added 3 more stars to rating since they are trying to make this right.

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.

Please consider providing order history and receipt access. I order often for work and love using the app but when it’s time to get a simple receipt, the app makes it impossible. Even when I can locate the transaction on the app, it’s not in a format I can print from my mobile device. The receipt that comes via email is usually about 10 pages which wastes paper for expense reporting purposes. Also the pepper bot is useless. I have tried to reach customer service for over a month now about funds that have disappeared from the gift card in my app and got an automated response with free chips and guacamole which I don’t eat and does not solve my problem. The email with customer service is a no reply email so I can’t even reach a person to discuss how over $20 went missing from my app with no transaction history to verify a purchase.

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.

Not secure. My account was hacked by someone just password surfing apparently. I got an email from chipotle letting me know the email address had been changed. They said “if not you, report it here”. I was directed to the FAQs page and had to search where I could report my issue at. Then I found someone to help through chat but all she said is she can open a case and I’ll be reached through email. Over 24hrs and no email, chipotle just told me to have my bank cancel the purchase. … the person ordered 145 dollars worth of food… now I need a new card and have to update all my banking info across apps.. and no response from chipotle to help me get control of the account back. As a extra reward my bank said when I get a new card it’ll automatically update in the app. So the person still having access means they can continue to order food. So I had to block all further purchases from chipotle on my card. This is such a hassle. Be careful if you enter and save your debit card info.

Great until the order is wrong. Chipotle has no real support when things go wrong. Several orders have missed several items. Support might give you coupons for the missing items but you aren’t able to use them together. So one meal needs to be replaced with two new meals meaning to get what you actually paid for it ends up costing triple. They donor give you an option for a refund. If you ordered an entree with extra protein and they don’t give it to you the app will give you a free entree but nothing for the extra protein which is like 5 bucks or more. When the order is correct it’s great but when something goes wrong the support is terrible. They favor fast over actually making it right. The pepper chat bot is terrible. If you can manage to get a real person they are not friendly. One time they charged me with Apple Pay but the order never completed. It took two weeks to get a reply from support and was told to dispute the charge with my credit card company because they couldn’t track it or help me. Service doesn’t exist.

My extra side problem. I’m a long time customer at chipotle and I love ordering food for delivery through their app. I use it frequently and it’s usually pretty good. However I have one specific issue that I feel like their avoiding and that’s being able to add an extra side for a topping. I love their mild salsa but recently I have been hating red onions so I get it on the side to pick them out. But I’m left with maybe half of the salsa container that already wasn’t enough. If I want extra salsa I am forced to try and contact the store or get extra on my bowl and hope that they don’t put scoops with too many onions so I can pick them out. Extra toppings are free in store why not over the app? I have tried reaching out to cooperate to explain my issue hoping it might get fixed however I don’t know which extension to dial. Hopefully this review will be long enough someone add the chipotle team might see it and fix this issue.

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.

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.

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.

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.

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

Just want to see the menu. Downloaded the app and filled out the questions to join something. Got my name, address, phone #, e Mail and birthdate. But nowhere is there a menu listing what you offer and what you charge. Hit the option for the “helper” who apparently thinks it odd to request such info since I was given lots of options to get info about, but not what is on your menu. Was told about Vegan food and a few other items about what your food contains or doesn’t contain… but not what the food actually is called and not how much would be added to my credit card ( which they make very easy to provide. But, NO MENU!! I was even asked if I wanted to type my requests to another person. But, no menu! After 20 minutes of filling out your questions about me, and typing my requests to see your menu, I decided I wanted to eat my dinner now since I was hungry and just pulled up the Chile’s app and got my food! Suggestion: add a menu with pricing on your app. Birthdays and special offers and gifts are useless if you can’t see what you even offer to eat!!!!!

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.

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.

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!

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🙄

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!!

One word: MASKS!!! 😷😷😷. This was my first visit to a Chipotle since the pandemic. The app works just fine. Zero problem with that. The food was ready right on time & delicious as usual. So sincere THANKS to the Chipotle workers there.👍🏻. HOWEVER, in these dark & dangerous days, I expected two things that didn’t happen. 1. I thought there’d be curbside delivery. There was none. I still had to enter the store to pick up my mobile order. Obviously the less people you have going in & out of your restaurants the better! 2. Your employees had gloves on as usual. That’s good. They did NOT have face masks on of any kind. THATS NOT GOOD!! If the executives of Chipotle honestly care about the health & welfare of their employees, they need to provide them with face masks & any other PPE they request. Keep them as safe as possible. Keep your customers as safe as possible. We’re all in this nightmare together! Thx. PS: It was the 1st time I ever tried the relatively new “Queso” It was EXCELLENT. 🌯

Missing basic features. I love chipotle. This app is great sometimes — ordering for in-store pickup is a reliable and time-saving feature. But everything else is a mess. I’ve had multiple rewards disappear or points not be accounted for, and there’s no internal way to track that (receipts aren’t electronic or stored in the app, and there isn’t a record of past orders). I’ve been keeping my physical receipts but even then it’s way too laborious going through customer service. Delivery via DoorDash is terrible. My food always arrives an hour later than the estimated time, freezing cold. Always. If I watch the delivery driver on the map (which requires going to an external website, and isn’t synced within the chipotle app), I become extremely frustrated watching the driver going all different directions making other stops well past my estimated time. Chipotle either needs to contract with a different company or give later delivery time estimates.

App and mobile order service is garbage. Just do yourself a favor and avoid mobile orders like the plague. There is no estimated waiting time, all they show you is the time at which it “should be ready” (15 minutes) regardless of how long it actually takes and how far they are backed up. Several times now I have had to stand there for over an hour because they are so far behind and there’s no way to know that prior to arriving and seeing the store packed well beyond COVID capacity because it is happening to everyone else too. And to top it all off, they charge you when you order so you actually have to stand there or wait or you don’t get your money’s worth. They should have a charge at pickup system. Most of the time even if I am standing there for an hour waiting for my order l, everyone who walks in the door after my order is supposed to be done already gets their food well before my order is ready. Better to avoid the store and or the app altogether. Why should we overpay for a simple burrito and then stand in an over capacity store for an order.

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.

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.

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.

Don’t enter a credit card!. There was a massive data breach in 2017. I didn’t have the app then. I only got it last year but apparently they haven’t done enough to prevent more hacked accounts. April 26, 2019, my app-based account was taken over by someone else & a large amount of food was ordered by a couple of people in different states and paid for with my cc. Luckily I found the fraud right the next day via purchase confirmation emails and shut down the card. I also tried everything to find a way to contact the company but the ONLY option available is an online form. I completed the form the morning after the fraud occurred. It’s been over a week and I have not heard from Chipotle and have no way to contact them other than submitting another online form they can ignore. Calling the corporate line ends with the system hanging up on you. I’m shocked by the lack of ownership of this problem and would never recommend this app or a chipotle account. Honestly, as much as I love the food, I don’t know if I can bring myself to give them any more of my money after this terrible customer service.

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.

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.

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 .

Won’t be coming back for a very long time.. I used to be a frequent flyer here but I will be changing my preferences and telling others of my experience whether they ask for it or not. On line ordering only is rediculous. Do you have any idea how much Of your population does not like to order on line or can’t. I saw several customers walk in and out. Your app sticks. I had to edit three times because it kept adding things. Most importantly the portions were so small I felt like I was paying for your “safer first”. The gloves and hand washing. The salad wasn’t enough to feed a small bird. There was barely any chicken for which I paid for. And for what I paid for the guacamole I should have gotten more than a teaspoon. You will not stay in business if you continue like this. My friend walked out because she had so much trouble placing her order. And Apple better be giving you a nice kickback because my only option was to pay with Apple Pay. I have never written a bad review ever but I would like to write several right now in regards to your company.

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.

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.

App sends your food to wrong stores. I love chipotle but unfortunately the app isn’t that great. I typically order lunch for my staff on weekends and various work days. The last time we ordered through the app, the app sent the order to a store 20 miles away vs the store I selected that was 7 miles away. I arrived at the store I selected to pick up from but was told my order wasn’t there. The manger informed me that this happens a lot and it actually sent someone’s order to another state. The closet store manger was completely professional and offered to help me with the refund, even helped me re order the crew of 7 people’s lunches. The store where there app sent my order was horrible. Their manger said nothing could be done, then I told the manger that I’m currently at the second chipotle store and their manger told me how to have my refund given. The farther store but me on hold and never answered. The call was disconnected, I reached out to the support/customer service but unfortunately I haven’t heard anything back. So Incase you want a wild goose chase to get your order, I would definitely not use their app.

Still missing basic functions. The most annoying missing function in the app is that it does not ask you to verify the pickup location. I noticed this years ago and read the reviews where most of them mentioned this needed to be fixed, but here we are with no fix. Every other food order app I use has a verification of pickup location page before you hit order where it makes you choose and confirm the location you want to order from. This app saves it from the last order and never confirms it, so it’s easy to order from the wrong place. Then they won’t refund you. It’s happened to me twice at 50$ a piece. Both times I contacted customer service and they made me fill in a webpage to get my refund, but even after filling it out carefully both times, they did never refunded it. Please add a verification of location step to the ordering process on the app. It’s ridiculous you don’t have this when it’s common sense and every other food app can figure out how to have that step.

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!!

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.

Almost perfect. This app is really great and I have had no issues with it EXCEPT for one thing. The fact that you can’t add more than one gift card makes zero sense to me. I love ordering ahead because my location gets pretty crowded sometimes so i like to just walk in, grab my order and go. So 95% of the time I’m using mobile order. When ordering, you pretty much have to have either the exact amount or more on your gift card in order to place the order. This is beyond infuriating to me when I have $5 on my gift card and an $8 order and I should easily be able to use the $5 on the gc and then pay the rest off with my credit card. Unfortunately this is not the case and it seems as though this has been an issue with other customers for a long time now. I seriously hope they fix this soon because I would give this app 5 stars. But due to the gift card situation, it gets 3 from me. When and if they fix this, I will give an updated review with all the positives.

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.

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

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.

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

Love Chipotle but App is lacking. The interface of the app is really nice and easy to use. I also like the ease of adding orders to the the rewards program by scanning the app in store. I just tried ordering off the Chipotle app for the first time for my family of 6. I thought it would make sense to have our order saved for easy reordering instead of having to go through the line an explain everything each time. We ran into a problem right away. If you want anything done that isn’t standard on the menu, you can’t do it. There is no way to add notes or customize an order. For instance, I like them to mix up the ingredients in my burrito before wrapping it, but there is no way to ask for that. With the kid’s menu, I want to be charged for a quesadilla with meat in it, but have the meat on the side and have the other two sides be rice. Again, no way to make that fairly simple request in the app. Still love Chipotle, but a bit disappointed that we can’t order what we actually want through the app.

Mobile and Web App Review - new Rewards module. The Mobile IOS app’s rewards module is having trouble handling the additional user activity and/or is very poorly communicating an appropriate response back to the user that accurately identifies the state Of the user’s attempted registration as well as the next steps that should be taken. Additionally, I think this module was built well below any standard performance benchmark and there is no reason any user should have to wait 24 hours for the app to “process” my zero barrier to entry submission. The user should click “join” and immediately be registered and able to use the rewards card in that same moment. Lastly, as a software developer myself I feel this rewards module could of been a highlight for the company. But instead when I walked into the chipotle by my office today, like I do every weekday for lunch, the line of folks asking for help with the app was as long as the line for food. I would be more than happy to assist in any way free of cost.

Missing one thing. I love chipotle, I go quite often for lunch almost 2-3 weekly especially since I’ve been in the gym... unfortunately the Cov19 has forced customers to purchase only digitally per their email 3/17 in order to get your food today, you can still go in the restaurant and place their order to go! Well I got stopped at the door and there were signs saying digitally only. And I was told I had to place my order on the phone first & wait. well I only have 30 minutes for lunch and the only option that was available was the 30 minutes later option. So I ended up leaving and eating somewhere else due to timing & I had to wait for somebody to come in and out the front door. Not only does it not allow quicker food times but also you can’t leave notes for your personal orders. I’ve been using the super greens for lettuce so I can stick with the healthier options. And sometimes when you order in advance or deliver . My food is cold and always skimpy....please cov19 go away

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.

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.

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. 🥰👍🏼

DON’T order delivery on the app.. Had 3 instances in a row with ordering delivery through the app. All of the same causes. Used my points to order a drink..to no surprise all times my drink was forgotten. I kinda blame both the restaurant and the driver for not checking the receipt if I had a drink and the restaurant for never putting the drink on the rack in the store where they put the orders at. Both times my drink was forgotten. Both times I couldn’t get in contact with DoorDash cuz I used the chipotle app😐when I contacted support…they told me only 15% of my order will be refunded?? 15%?! Ikyl. What sense does that make when the drink isn’t even 15% of my order??! That’s not a refund..So not only did my points go down the drain so did my money. Last time ordering delivery from Chipotle and last time using the app in general. I’d rather go in get it myself. At least on the DoorDash app they refund you fully for the item that did not get delivered. They need better support! And better help options cuz I couldn’t even contact my driver at all.

La Canada Shop Won't Deliver. I have no idea what's going on, but you guys have to get it together. Don't offer delivery if you aren't gonna do it. I've ordered from this location multiple times, and for over a month this shop has refused to deliver unless I use the DoorDash app. I'd much prefer to use this App though. But until this particular Chipotle allows me too, again, I can't help but provide a 1-star review. Please don't allow your App or specifically this shop to refuse delivery, otherwise it's only gonna make Chipotle look bad. I asked the manager and they were very rude to me, while telling me that their restaurant only provides pick-up. I know this is wrong, because I've used the App for delivery from this place before. They're either new or just plain a jerk, which means you guys need to keep an eye on people like them in the first place. They are obviously costing you easy money.