Chipotle - Fresh Food Fast

Very rarely does using the app save time or avoid long lines and waiting times for food. The vast majority of my experiences using the app have resulted in a great waste of time. The usual experience: arriving at or after the expected pick up time then watching multiple people enter, stand in line, order, pay, and leave before my order is ready. More than once I have had an extended wait just to ask about my order...only to discover it hasn't even been started.

At the end of submitting a delivery order, I tried to select a Tip for the driver. When I would go to complete the order, I got an error: "Your order total was incorrect." I tried several times, backed out and resubmitted, and kept getting the same error. Eventually I tried raising the Tip to a higher amount and the order went through no problem. This may be a bug but it comes across as manipulative.

The Chipotle app is poorly designed. It was very difficult to find the "forgot to scan" button on the app. It is hidden where the image of the sun is in the top left side of the app. It's also difficult to find the "Transaction history" button or link on the app. More points should be rewarded to redeem for food items based on the fact that menu prices keep rising. Please redesign this app to make it easier for your Guests to find the links they are looking for. Thank you.

Navigation and experience is very poor compared to other restaurants. Needs to prompt you for a location at the start of the order and not just leave it at the last place you used. Also should use GPS to verify it's the location closest to you. After adding an item to your cart it takes you back to the home screen to start over. Just put me back to the menu. Takes so much extra time to order compared to any other restaurants.

Horrible customer service. Order sent to wrong location. They refused to cancel order, even though I notified them 10 minutes before it was supposed to be ready. The customer service rep insisted I place a new order app the correct location before they would cancel the one already done. Since I was on my way to work I had no time to do that. They insisted I had to do that to get a refund, even though that was not possible. I am uninstalling the app and never ordering from Chipotle again.

The app is ridiculous. The subtotal changed three times as I was trying to pay saying "oops we made a mistake, it should have been more". The sign up promo applies but says it's not applied. The subtotal math is wrong though the total is correct. The item editing menu is counter-intuitive. I haven't eaten at Chipotle in a while and if this is what I have to deal with then forget about it.

This is probably one of the worst food ordering apps ever made. Customer service is nice but doesn't help solve your problem. There is also no way to cancel an order if you misplace the order at the wrong location. Most other apps at least force you to confirm location before order. Also, you're better off just ordering inside as the portions received for pick up orders are much, much less.

the chat bot sucks. closes the conversation without resolving the issue. ordered at the wrong location and needed to cancel but would not let me unless I ordered at the right location online even though I walked in to the store and placed my order. they would not take that order number. I guess chipotle got an extra 33.00 out of me. worst app experience ever!!!!

Why does the app cancel driver tip? I put in one order and the driver cancelled it after picking it up, then the second order the person delivered my food but told me I didnt leave a tip. Checked in the app and sure enough it wasn't there but I definitely selected an option before checking out. I dont know of any other ordering app that does something like that

Edit: 3 years later app is still buggy and regularly logs you off for no reason. Kind of buggy. Lost a free guac reward in my account just by clicking around the app in an order it did not like. The reward program is fairly stingy, granting a free entree only after first spending at least $125! Bit of a big ask, but better than nothing . You won't get much out of it unless you order fairly regularly. It also tends to mark store location as currently closed when they are not.

I placed an order last December 28, 2025. I used my rewards on it. The order, without any reason, was cancelled! Then I lost my reward points! I tried to reach the customer service to recover them but it was impossible. The only option is a chat with an automated system not with a human. At the moment my rewards are lost! Very frustrated and disappointed!

The help agent is AI and does not help whatsoever. Whenever I order on the app, sure it saves me the trouble of going through the line, but 9/10 my food is half of what it should be. I took photos back to back to back and still never received any help or compensation. A few of these times included me paying extra for extra, yet still receiving a fraction of what I should have. If I'm paying $12-15 for a small bowl of food, at least fill it.

Terrible! Couldn't load gift card on the app and had to use the website. Then, I couldn't check the payment method on the app to verify the gift card balance. Furthermore, no way to add multiple gift cards in the app and combine balances. Worst app ever! Chipotle, do better! Update: I was able to check my gift card balance in the app—finally! Therefore, I added one star back to my original review, but the rest of my complaint stands. It was also frustrating to sign in.

2026 Update: They remove all of your rewards points if you don't have enough activity. What a horrible user experience. If you have a gift card with a low balance, the app doesn't let you pay the difference on your order with another gift card. So it's impossible to ever use up a gift card. Update: Now with the new update, I can't even log in and on the desktop it looks like all my rewards points have been lost.

I hate how it saved your location automatically. I wish it gives us the options to ensure it's the right location before proceeding with the order. I lost my money placing an order that was to a previous location I was in (hundreds of miles away). now they wont even let me cancel my order. I placed my order to quick without thinking about it. smh.

Can't copy/paste the long password it requires. It also eats my password every time it decides to log me out. Then, when I can get into the app, it has to refresh every five seconds. On top of that, it keeps prompting me like I've forgotten my password. Can't forget it when you're changing it every app attempt!

I ordered through the Chipotle app and paid for double chicken, but the portion I received was barely more than a regular serving. If customers are paying extra, the portion should actually reflect that. Ordering through the app feels like you get less because you’re not there to watch them make it. Very disappointing for the price.

I always have problems with this app. Most recently, the reCAPTCHA fails on the payment screen with no troubleshooting options, the cart does not save to your account so when switching to browser you need to add everything back to your bag, you can only add one gift card per order and you can't add the balance to your account, and promotions that I can see on the app do not show on the browser version. It's so frustrating to use this app that I've just ordered from other places.

In my experience ordering on the app results in a slower speed of service time than just ordering in person. I'm writing this review as I wait in a chipotle parking lot since they said there is no option to prepare an online order early. I've also used the app to order inside and waited for my order (running late) while customers walked in and received their food. It would be ideal if using the app could result in a faster service time, similar to how other fast food competitors provide service.

Terrible service. Delivery orders constantly get cancelled for no reason. Orders are delivered with missing items. They never refund you the full amount you pay for cancelled orders and for missing items. The worst customer service I have ever experienced. They even sent me a completely different order from what I ordered and won't refund me my money. Customer service never does anything to help when an order is wrong. They won't even refund you the money. If I could give 0 stars I would.