Chipotle - Fresh Food Fast 4+

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.

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.

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.