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Chipotle - Fresh Food Fast App Complaints & User Negative Comments 2024
Chipotle - Fresh Food Fast app received 77 complaints, negative comments and reviews by users. Have you ever had a bad experience using Chipotle - Fresh Food Fast? Can you share your negative thoughts about chipotle - fresh food fast?
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Chipotle - Fresh Food Fast for Negative User Reviews
✓ Chipotle has gone downhillThis is a review of the app and the in-store policies. I used to take the kids to Chipotle weekly and on road trips because the food is relatively fresh, quick, and not too expensive. Unfortunately, over the past year or so the management, service, quality, and cleanliness has declined and it is essentially McDonalds. For example, you can order a small quesadilla kids meal but can no longer order a small quesadilla (my kid eats two, so the only solution is to order a whole second meal. You can order a large quesadilla, but only on the app. Do not ask in line to order one, they will say no. Today I visited a Chipotle that was filthy, food all over the floor and on tables, they were out of 3 soda types, knives, and small tortillas. It’s Wednesday, so not like a busy Saturday night either. I ordered kids meals, but since they didn’t have the small tortillas, they my couldn’t make quesadilla. I asked them to make with what they have (large tortilla) and they said no (I guess I’d be getting extra?).I asked to cut the large tortilla in half so I don’t get “extra” for free, they said that would “take too long”. I asked if she could ask the manager, the manager said no without even looking up at me. And not to pile on, but the rice was undercooked and crunchy. Absolutely terrible experience and this is at least the fifth in a row..Version: 10.18.2
✓ SMS verification not sent to real at&t numberWhy do I need to even verify my number to order a burrito online??.Version: 10.29.0
✓ 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..Version: 10.29.0
✓ App is pretty glitchy and very hard to understandPrices 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..Version: 10.22.3
✓ Continued Gift Card IssuesThe app just doesn’t seem to want you to use gift cards. There has been a problem for weeks of it not showing any gift card balance, which support told me was going to be fixed. Still not fixed. The bigger issue for me is that I can’t load multiple gift cards. I LOVE Chipotle, so family and friends often give me gift cards for birthdays or Christmas. But when I have a $5 balance on a card thru the app (when it was actually working!), I can’t load another gift card to get it high enough to actually make the purchase, and there is no ability to split the payment between the gift card balance and credit card. The “response” to this is to use the small gift card balance toward a purchase in store...which makes the app pretty pointless! If I can only make 50% of the orders I would like to via the app, and the app itself is apparently unreliable, what is the point of the app? It is not a tall task to add the capability to load multiple gift cards or split the payment between a gift card and credit card (in fact I think the early versions of the app HAD that ability), so why is this still not a thing? I will eat Chipotle either way, but the point of the app is the convenience, and I find the continued neglect of the payment portion of the app supremely disappointing..Version: 6.3.5
✓ CrashesIt keeps crashing.Version: 10.17.0
✓ Barcode doesnt workI scan my barcode when ordering in store and the points never appear in my account :(.Version: 10.22.3
✓ FrustratedI ❤️❤️❤️❤️this place & eat here so much That I switch restaurant locations at times cause i go so often! I love getting points each visit they build up fast .. but that’s about all I can do with the app is scan at the check out . I can’t order from app , can’t put a favorite in off the menu into app even after I’m home page its an option because it does not store my orders in its memory! Never any specials in my area EVER( to get faster points) Even with ordering from 3-4 places in south jersey and two places in Manhattan.. almost daily ! IF I could place an order with my app ... when I go to check out in app ( I think you can pay with a card only) it charges me more .. says ordering for the first time $2.50 or a little more . Another way for getting faster points .. “try something new ... or favorite something new... well that’s stated on the home page only but no place in the app opens that offer up to use. I’m ok with walking in to order If I had to rely using this app to order.. I would Not be able.. like what if .. who Knows if something happened and I was unable to walk in and my cell speaker was broke .. i could not call an order in .. I couldn’t order via the app .. I’d miss chipotle hugely .. I’d have to go elsewhere! Thinking 🤔 how many missed costumers... due to issues with this app ?.Version: 7.6.0
✓ Promo code not able t to useNot used.Version: 10.23.0
✓ CrashingI’d love to actually try to use the app but it just crashes on opening..Version: 10.16.1
✓ Rewards is So Fundamentally Broken as to be indistinguishable from FraudOrdering is fine. It’s a food app and operates as you would expect, and it supports Apple Pay. Good. But the main reason to use it is Rewards Points and this is a bizarre program, badly implemented. Specifically even though Chipotle knowns what you ordered—you literally used their app!—and that you paid, it takes “24–48 hours” to get points. Why? Are they harvested from unicorn tears? It literally makes no sense and it boggles my mind that this program ever saw the light of day. Worse, the fail rate is high: I think between 10% and 25%. Is it fraud? No I honestly don’t think so, but it’s so pervasive it must constitute willful blindness as there is *no way* Chipotle doesn’t know this. You can claim them, and they direct you to their chatbot which basically reiterates the “24–48 hours.” Trying regular contact form? Not working today. In short, they don’t award a significant minority of purchases, and if you are part of the minority dedicated to tracking it, they make it as difficult as they can for you to do so. Such skeeviness over a free burrito, at a number of points they increased anyway. It’s such small potatoes (small tacos…?) but this is a company that would love you to believe how ethical they are. Uh-huh. So: a perfectly decent burrito. A functional app. But the reason to *use* the app, being the Rewards Program? Shockingly bad..Version: 10.22.3
✓ Chipotle does not care about customersTl;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..Version: 10.21.0
✓ Stop sending verification codes when signing in.The app was updated and it signed me out. Went to sign in to place an order and it said it would send a verification code to my mobile phone. Never received it. Even customer support could not verify account. Only way is via that code. Chipotle says it is an issue with my iphone (doubtful) and to try to send to another number. Tried that and of course it did not work. The only thing I can think of is maybe the password requirements were updated and my current password no longer meets their requirements. I signed up for a new account using a different email address and was able to get in WITHOUT verifying by a code sent via text. Brutal..Version: 10.20.0
✓ 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..Version: 8.14.1
✓ Missing pointsI 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!.Version: 10.23.0
✓ Good place, app a bit convoluted to get around, can’t get out of historyOnce 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..Version: 10.22.3
✓ Won’t refund orders it cannot fillThis 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..Version: 10.29.0
✓ Good thought, poor executionGenerally 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..Version: 6.3.5
✓ Don’t Install This AppI 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..Version: 10.5.0
✓ Okay AppDecent 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..Version: 10.1.0
✓ Full of bugsThis app is a total garbage. Full of bugs..Version: 10.28.0
✓ 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..Version: 10.30.0
✓ Deceiving promos and reward systemCould 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..Version: 10.23.0
✓ Lacking basic functionalityI love the convenience of being able to order food by an application and have it ready when I get there. However, the chipotle app leaves a lot to be desired.I had purchased a gift card and loaded it onto my app, but when it got down to only seven dollars, it proved to be very frustrating because I couldn’t make up the rest of my order with another payment. I had to go to the store and have them scan the app in order to remove the remaining balance on the gift card and clear it out. The problem is, the folks in the store are not that well trained and it took three times of doing that in order to make it show properly. Also, even if you have more than one gift card, you have to remove one before you can add another. Once again, very inconvenient. It’s also very frustrating that you can’t order a vegan salad without the guacamole and get credit for that. If you aren’t ordering a two dollar add-on, then your order should be two dollars less. And finally, you should have the option to make something light or extra for every option. Sometimes I can and sometimes it says I have exceeded the number even though I basically ordered the same thing almost every day..Version: 7.5.0
✓ Needs important improvementIt’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..Version: 10.18.0
✓ Pointless updateAfter 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.Version: 10.24.1
✓ One LinePsychological 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..Version: 8.7.5
✓ Apple wallet not workingTried uninstall and reinstall but still no luck adding the reward card to Apple wallet..Version: 10.17.1
✓ EhSo 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..Version: 10.15.1
✓ App is TRASHApp 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..Version: 10.31.0
✓ App RestrictionsI 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!!.Version: 7.1.1
✓ 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..Version: 10.16.0
✓ Latest release points history gone, chat disconnectsI 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.Version: 10.24.0
✓ Locked outWhen 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..Version: 10.20.0
✓ Delivery option needs workI 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..Version: 6.3.5
✓ Make it make senseI live in Canada and I have the app and have used it with no problem in the past. Today for the first time, I got a notification on my phone from the app saying I can get free delivery until August 29th. Sweet! I haven’t had lunch yet, so I’ll order and get it delivered to save me a trip there…or so I thought. I put my order in and select “delivery”. I put my address in and it tells me “sorry, we can’t deliver to this address”. I tried about three times and got the same message. Why send me that notification (first time I even got any kind of notification at all from this app actually) if it won’t even work where I live? That’s like putting a coupon in my mailbox for the restaurant location, going to the location and using it, and the location decides not to honour it. Please fix this….Version: 10.2.0
✓ Very frustratingThis app would not let me move on until I selected one of 3 ways for The App (not me) to select which location I want IT to chose. None of the 3 are how I want to place an order. I would prefer to manually select a store each time because if I’m picking up I am out for work and may want to pick up either close to a location I will be, close to my office or home. None of the 3 options will let me do this. AND mark my words I guarantee I will place an order, glance over it and miss something because I’m in a hurry and the order will be sent to a store I did not intend (because I have done this before on similar apps). I know that’s ultimately my fault but it wouldn’t happen if I could manually select the store location I want. Also the app should tell us if the location is out of something or the team should have a way to update it to remove options they don’t have. I order crunchy tacos only to get there and discover their fryer was down and had to make a different choice. Clearly not the end of the world but i didn’t find out until I went up to the counter to pick up so obviously the order wasn’t ready, the point of the app is to save time when I’m in a hurry and if that can happen it would have been faster for me to just go through the line and place an order the regular way. That way it easy to say light salsa too. I’m not sure I’ll use the app again....Version: 7.0.5
✓ Employees don’t follow requestsMy 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.Version: 10.9.0
✓ Very scummyThey claim “free delivery” and yet change the prices to double on the menu😂😂😂 may as-well charge me the friggin delivery cost. It would have literally saved me money. Terrible marketing. We aren’t stupid..Version: 10.16.1
✓ Easily HackableWant to get your Chipotle account hacked into, where your payment information is stored? Then this app is for you! Now, with Chipotle’s app, hackers can bypass your password, no matter how impossible it is to guess, and access your account, easily, all without asking you to verify the log in! Once they’re in, they can order unlimited mobile orders in a few simple clicks, on YOUR debit card! How incredible! When you check your bank account to find that you have all but $5 left, and that hundreds were spent on Chipotle, you’ll be thrilled. You’ll be even more thrilled when you can’t buy simple necessities for over a week because you’re waiting on the fraudulent charges to be refunded and for a new debit card to arrive at your door. The best part? Chipotle doesn’t do anything to help you out when you contact them for help, and you wait over a week for the email they said they would send to you, but never did! When you share your story, you’ll find out that this happens really frequently, to people all around, and Chipotle has done nothing to increase their account security. So thanks Chipotle App, now I’m broke, AND starving, because I haven’t been able to buy groceries in over a week! I hope whoever ordered $100s worth of Chipotle with all the money I had left really enjoyed their meals!.Version: 10.9.0
✓ Keeps crashingUnusable.Version: 10.31.0
✓ Terrible supportI 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.Version: 10.26.2
✓ 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..Version: 6.2.1
✓ Not synced with store hoursI 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..Version: 8.6.0
✓ Garbage appThis app is garbage, cannot process payment.Version: 10.26.2
✓ 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?????.Version: 10.6.0
✓ Lost all my pointsLatest 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..Version: 10.24.0
✓ 2 step verification? you are not a bankAbsurd 2 step verification requirement.Version: 10.29.0
✓ Can’t loginSMS verification doesn’t work.Version: 10.23.0
✓ Customer ServiceThe 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..Version: 7.3.1
✓ Does not workI have an iphone x. The app crashes as soon as you open it. There is no way to report the issue..Version: 10.25.0
✓ They don’t show item availibilityChipotle has repeatedly, and willingly given me and other people I know incorrect orders. When they run out of things and you order on the app, they don’t call to tell you that they’re out, or have item availability at the location on the app. They just straight up won’t give you the item and don’t tell you, and most of the time you don’t find out until you’re already eating it. Today I ordered chips and queso on the app. I didn’t get the chips because they were out. I wouldn’t have gotten the chips and queso if I had known they didn’t have chips? But they said I have to go through customer service online to get a refund but they wouldn’t give me a refund, just a reward for a free drink? The chips and queso I ordered was $7 and a drink is like $2. I also ordered steak and white rice in a burrito and got chicken and brown rice presumably because they ran out, and obviously I wouldn’t have found out until I took a bite of my burrito so they just put whatever in it. Huge health violation, what if I had an allergy? And this isn’t the only time they’ve done this. This has happened to me and other people I know multiple times… it would just be nice if they could show item availability BEFORE you spend the money, it’s ridiculous..Version: 10.28.0
✓ Overall great but with flawsOverall I love the convenience and layout but there are some essential flaws that really aggravate me. 1. The gift card management is AWFUL. Seriously awful. If the gift card you apply is insufficient you can’t use the gift card along with a credit card. You can only use one payment method. I’ve had a $2 balance on my gift card for months because I haven’t been able to use the full balance. Similarly you can’t add an additional gift card to the balance. I have a new gift card but the app won’t let you add to an existing gift card balance. So I can’t use my current gift card or new one unless I pay in store...which defeats the purpose of ordering via the app. Honestly this is the main reason for my low rated. It’s just stupidity and it’s the only restaurant app I’ve ever seen so this. It’s just DUMB. Did I mention it’s dumb? 2. The app always defaults to a certain location, even if you set a certain location before going to order. I have ordered from the wrong location after the app defaulted without me realizing. There are multiple locations on the same street in my area so I thought I had the right location until o got to the store and they didn’t have my order. The people were understanding and gave me my order with no additional charge..Version: 8.6.0
✓ 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!.Version: 10.31.0
✓ Generally good, but scrap the DoorDash IntegrationGenerally I have no major problems with the app. I have occasionally forgotten to select Delivery for my order when I’ve been in a rush, causing me to have to go pick it up (that should be an easy UI fix with a toggle or buttons that stand out) but aside from that ordering is easy. What I don’t like - related to delivery - is both the DoorDash integration and use of the DoorDash service generally. The integration provides only basic info, then links me out to a website for map “tracking”. It’s a terrible experience, plus while the app shows fairly real-time high level status, the website it takes me to for more advanced tracking g does not. I have to continually refresh the page, and I can’t see any driver activity prior to it leaving the store. Which takes me to the DoorDash service. They often can’t find a driver (I live in a major city so as a service it suggests they don’t have enough drivers to support demand. Plus their mapping system is terrible. It’s often inaccurate, plus I can’t see that my driver is actually making multiple ops unless I see him go the wrong direction. Totally bad customer experience. The drivers themselves are fine, but it would behoove them to spend a little extra to be supported by a better API/delivery app experience. In fact my meal was supposed to arrive 25 minutes ago, but because of DD it’s super late. This is a semi-frequent thing..Version: 8.9.2
✓ Love the food, very disappointed with the appMy 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..Version: 10.30.0
✓ Fake order ready statusMy order was not ready after getting notification in my app that order is ready..Version: 10.28.0
✓ 2 Step Verification Doesn’t WorkI 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..Version: 10.24.1
✓ App keeps crashing - CanadaTried to order chipotle for the first time through the app, but it keeps crashing repeatedly.Version: 10.27.0
✓ Lost all pointsUpdated the app and lost all my rewards points..Version: 10.24.0
✓ Bare bones works wellOverall 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.Version: 8.3.5
✓ App works fine, stores do notOften 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..Version: 7.2.0
✓ 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! !!!.Version: 10.31.0
✓ I’ve never had an app experience this poorI 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..Version: 10.23.0
✓ Updates WAY too often with lockoutsThis 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..Version: 10.12.0
✓ Location IssuesOverall 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..Version: 10.7.2
✓ Needs faster serviceWasn’t ready for 15 minutes after our set pick up time.Version: 10.31.0
✓ APP CONSTANTLY CRASHES! GOING TO MUCHO BURRITO INSTEAD!Just at Chipotle now. Trying to order. App prompts me to sign in. Crashes and closes. Tried this 7 times. I’m so frustrated with this app that I’ve just left Chipotle and I’m looking for a Mucho Burrito instead..Version: 10.30.0
✓ App sucks, always has issues with pointsFix your app.Version: 10.24.1
✓ 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..Version: 10.20.0
✓ Download this app if you want FRAUDIf you have this app do NOT save your card information on it. Manually enter it each time or don’t even use the app. Hackers logged into my account and charged $500 combined between the two cards I have on file. The app doesn’t have duo-authentication or any feature for ensuring fraud doesn’t take place. Another thing, in the app these hackers changed my email and phone number so i wouldn’t receive notifications while they ordered 5 different orders, some being over $100+. Chipotle doesn’t have any feature like most apps or websites to confirm an email or phone number after changing it. After reading past a handful of 5 star reviews for the app i’m starting to read so many more reviews where others talk about the fraud that was committed on THIS APP. BE AWARE People will sell your info and group together to change all of ur personal info and don’t have to show any proof of identity and then collectivity steal hundreds of dollars from you. All together I lost over $500 from both cards I had on file with this app. Best part is is that Chipotle doesn’t care!!!!! They really don’t care because this is a constant issue and app developers won’t fix it. Just like how they don’t care about their employees. Makes sense!!!.Version: 10.11.0
✓ Room for improvementLike 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..Version: 10.21.0
✓ Easy to use but needs workI generally use this app to order food online so that I can skip the line and just pop into the restaurant. I never had any incorrect orders based on what I ordered through the app, so that is good so far. My orders are usually on time as well. I haven’t used the delivery option yet since I’m a bit hesitant and it’s pricey. My only main issue with this app is the rewards program. I order online quite often, meaning that I should receive points each order. I wait 24-48 hours after each order but I continue to never receive any points. I contacted Pepper (which was an annoying long process), then I was further assisted with an actual team member who was also not able to help me. Then they proceeded to pass this issue on to another team. That team never reached out. Later on I received an email saying I got 250 points because they “made a mistake”. In reality, I should’ve gotten over 400 points, but it seems like this issue can’t be resolved properly. It would be nice to earn actual points and use them since I signed up for this. Other than that annoying issue with rewards, the app is super simple, customizable and does the job..Version: 10.18.2
✓ Canceled OrderI ordered a delivery order at chipotle at around 9 one night and they closed at 10 and about 30 min later when my food was supposed to be arriving I got a notification that my order was canceled. So at this point I was thinking why did it get canceled if they don’t close for another 30 min and I already placed my order well before. I then proceeded to try and see why it was canceled and if I could place another order but the only way to make any complaint after a certain time is talking to a AI named “PEPPER” and it made me run through hoops and loops just to submit why I was talking to it. Also Every time I submitted this info I would get the same message saying “Unfortunately, I'm not able to process your request this time. 🤔 Please reach out if you ever need any assistance in the future.” And then the chat ends and that’s the end of it. So I finally was able to see how long it would take for my refund to get back to me and once again “PEPPER” said it would be 3-5 business days and yet it’s been 7 days and still no refund and because it got canceled the charge is still pending in my bank so I can’t dispute the charge there which means I’m just out of the money until chipotle can fix it on their end. Overall Chipotle needs to add where you can chat with REAL people who have the power and recourses to handle situations like this properly instead of leaving it in the hands of an AI who doesn’t know how to resolve things..Version: 10.17.1
✓ Canada - can’t sign inI 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..Version: 10.20.0
✓ Location selection and cancelling ordersYou’d think I’d have learned the first time this happened but I didn’t. I was out of town, but wanted to place an order for my kids and hubby who were at home to go pick up. I have a favorite location selected so it should default to that location, right? (Otherwise, what’s the point of having a favorite location?) So I place my order and it doesn’t ask me which location I want until the very end. And of course I missed it so now my order is going to the location near me, NOT my favorite location (near home). THERE NEEDS TO BE AN OPTION TO CANCEL AN ORDER IN THE APP!!!! I should not have to search to find the phone number of the wrong location to call them and tel them to cancel my order. But then again, if it would just DEFAULT TO MY FAVORITE LOCATION, this wouldn’t even be an issue. Or at the very least, in BIG BOLD LETTERS ask me BEFORE I PAY to confirm which location I want my order sent to. I enjoy the convenience of ordering on the app and my god being ready when I arrive, but you really need to fix this. Either make it say “DO YOU WANT YOUR ORDER MADE AT YOUR FAVORITE LOCATION” before paying, OR as the option to cancel an order on the app. I called that store that my order went to and told them I made a mistake and I needed to cancel my order, but somehow I never got reimbursed. And that is why I give this app 1 star..Version: 8.12.1
✓ Verification IssuesI 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..Version: 10.21.0
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⛔ Chipotle - Fresh Food Fast Problems
