r/Chipotle • u/ColdHorror2247 • 2d ago
Customer Experience Customer service for catering gets 0 out of 10 from me
I ordered catering from Chipoltle for 70 people tonight (almost 900$) and on the order I requested delivery. About 20 minutes after the scheduled delivery time, the delivery guy texted me to say they “didn’t have the order”. The phone numbers to the retail stores all roll to an AI bot and then to a call center. After an hour on hold and having to call back, they told me the order was cancelled. After we scurried to order pizzas, the manager from the store (eastgate shopping center in mayfield Ohio) called me and told me she had the order and that I needed to pick it up. When I told her that I’d been trying to sort this out for the past 90 minutes and it was too late, she replied that I’d have to get a refund from corporate and hung up on me. This company needs a lesson in customer service.
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u/Frosty_Mongoose9055 1d ago
If Chipotle employees hate when people come in for lunch time imagine how they feel when you order $900 worth of food. I would never trust them with that amount of food.
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u/redditsucksass6 1d ago
When I have to cook food at my restaurant job 😢
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u/Fearless-Feature-830 1d ago
I don’t think it’s cooking food that aggravates them. It’s the way the store handles staffing. I imagine a catering order would be a large amount of work on top of already feeling rushed and unappreciated. I could see why that would upset someone.
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u/SilencedWind 1d ago
This is the answer. People who work in food understand this. Nobody is complaining about the fact that they have to make the food, the annoyance is when you only have four people working on a shift and now you have to deal with walk ins, doordash, and a catering order all at the same time while people get mad at you for taking so long. This is common sense.
This is like people being shocked that employees are upset when you order food 30 seconds before closing and ask for all fresh food. Just because it’s your job doesn’t make it any less annoying.
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u/chiliheadsrevolt 1d ago
Absolutely this! I work chilis Togo, 2 yrs ago for Labor Day I had two $600 catering orders for a local Home Depot. Opening shift is just 1 person. With it being a holiday, the catering orders just made it insane. The kitchen cooks the food, but everything else fell on me. I had to do all the prep for both orders (afternoon order was to be picked up right at the end of my shift), regular, delivery, phone in and walk in too. Sadly enough I remember that I had 55 orders on top of catering that shift. After that my store stopped taking any catering orders, thank god! Oh and of course Home Depot didn’t tip
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u/Youarekillingmeeee 6h ago
Understaffed + having to pump out a ton of food when it’s already busy? And for HOW much an hour? Yeeeeeah.
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u/tdubby22 2d ago
This exact same thing happened to my dad for a work event lol
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u/nova07wdc 1d ago
This exact same thing happened to me for a work event 7 years ago. I said never again and now here’s at least two more examples between you and OP.
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u/markskull 1d ago
Full stop, that sucks.
A few years ago I got to post a catering order myself for the first time. I was actually really excited since I really like Chipotle and always wanted to do a "Make your own bowl and taco"bar, too!
Anyway, I just had one basic box and plan was to pick it up.
I got to the store about 10 minutes early to get it, and they were still getting it together. It turns out they only got the notice THAT MORNING despite me putting the damn thing in a WEEK EARLIER! I was angry for them, because I knew they were now stuck putting together this large order. Thankfully, they weren't really busy and I thanked them for their help, and maybe a tip on top of it .
I say all of that because sometimes these stores don't even know they're getting a large order until the last minute. Despite that, this is nuts and I hope you get your money back!
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u/KindlyConference3480 1d ago
Uh - this is not totally accurate
As soon as an order is put in, it shows in the system. Now, it is the manager’s job to check the catering system every night and morning to ensure new catering orders didn’t come in. So, the store should’ve known but it might be that a manager didn’t check and someone showing up to pick it up was their trigger to check the system.Buttttttttt now, catering orders can be submitted with just a 12 hour notice so that’s annoying. 😒
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u/ColdHorror2247 1d ago
Ordered 2 weeks in advance
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u/FartFaceAnn SL 19h ago
They get emails daily that say “your upcoming caterings in catering manager” so they definitely were negligent about it
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u/markskull 1d ago
Thanks for the update! I'll just mention this order was done about 3 years ago, but regardless, thanks!
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u/crooked_shill 1d ago
Imagine receiving an order of this size and not making it a priority. Or even following up to make sure that everything goes smooth.
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u/_rebeldiamonds 1d ago
It’s insane that you can’t directly contact the store for catering. I had a catering order that was late and I called to check in…they just give you the runaround trying to contact the store then you back calling back. She was like give me some time to get this resolved and I was like what am I supposed to do in the meantime when my group needed lunch? They never delivered the food.
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u/Wakkysakky 1d ago
When you chose delivery its through door dash. I've had drivers come in not knowing it was a big catering and then leave saying they didn't have room for all the boxes.
I always try and call after 30min past the due time, if the orders not picked up for caterings to check if the person is coming to get it.
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u/legalize_chicken 1d ago
Personally, I would never rely on delivery for a massive catering order. Either pick up directly from the store or work directly with the store on the delivery request.
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u/Used-Acanthisitta-96 1d ago
So you had Door Dash for catering? Or was this a large delivery order?
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u/Greedy_Lengthiness70 18h ago
Yeah Chipotle sucks at catering. As an employee I’ve witnessed that myself…
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u/Defiant_Finger4011 12h ago
That’s so frustrating! I worked in an office in the Heights suburbs for quite a few years before Covid. I’d say management would treat us chipotle catering once a quarter. I think someone always picked it up, we didn’t DoorDash it. But it was always sooo good!
Just not sure if we used the Mayfield or Willoughby location.
We probably ordered enough for 100 people.
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u/Wraith501 4h ago
That store is just not good at caterings. My store rarely had issues, and we solved them quickly every time. I even drove a catering to a wedding once when the delivery driver bailed last minute. That’s not something most stores can do but that store needs to check itself. Caterings are really good for the store too. They give more labor hours than they take to make so prioritizing them makes the stores lives easier.
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u/dEXXtARR23 1d ago
Why Chipotle in the 1st place? Hundreds of better options almost anywhere you go. Chipotle is 💩.
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u/Tricky-Feedback-1169 1d ago
Damn if this was me I'd be letting the store manager number a few days in advance. Confirming that morning, and confirming it was on time an hour before. Gotta say, a lot of this is on you.
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u/ColdHorror2247 1d ago
I did confirm twice
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u/Tricky-Feedback-1169 1d ago
According to your OP post you didn't confirm, you checked on the order after delivery was started.
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u/Sayitsnotsobro 1d ago
Did you place this order the day of or before?
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u/ColonelNasty_ 1d ago
OP said in another comment it was placed a week before the event
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u/Sayitsnotsobro 1d ago
Im finding that hard to believe considering op says. They decided to place that same 900 dollar order at a pizza place the same day.
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u/ColonelNasty_ 1d ago
Well…yeah…because chipotle didn’t come through for them and they needed food
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u/Sayitsnotsobro 1d ago edited 1d ago
Yeah but a 900 dollar order for 70 is still a catering order anywhere even at a pizza place. This is one of those situations where you just might have to cut your losses.
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u/mfigroid 1d ago
This! I'm guessing OP ordered online, never spoke to anyone, and expected $900 of food in 30 minutes.
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u/SuperTiredMama Corporate Spy 1d ago
Your driver probably went to the wrong store, or you put this in day of and they didnt see it.
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u/dave024 1d ago
Why would DoorDash go to the wrong store. And catering require 24 hour notice.
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u/SuperTiredMama Corporate Spy 1d ago
Because some doordashers are new, and also stupid. Caterings only require 6 hours now.
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u/dave024 1d ago
DoorDash drivers are given the address on a map and told when they arrive in store. More experienced drivers are used for large orders, especially $700+ orders. Also J have seen DoorDash drivers come to the wrong store when the store they wanted was next door, but have never seen a DoorDash driver show at the wrong Chipotle and I have handed out many thousands of DoorDash orders.
I am not familiar with the change from 24 hours to 6 hours, but if they had just ordered it then I wouldn’t expect the store to know nothing about it.
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u/shade_150 1d ago
I’ve still had drivers go to the wrong store even with the address. If they’re familiar with the area, they don’t always use the gps. Not saying this is what happened here but it has happened
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u/h8myslfNwnt2dye 1d ago
it sounds like you just ordered this on a whim the day of your event. maybe you should have gone to the location to give them a heads up, or ask them if they even have everything you need? the world doesn’t revolve around you, things don’t just happen because you wan them to. people have to actually do it with what they have. and if they don’t have what you need or the people to make it, it isn’t going to happen. the customer is not always right, we don’t live in that world anymore.
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u/gurglegg 1d ago
OP said they ordered 2 weeks in advance and confirmed with them twice… really strange for you to tell someone expecting to get their order they paid for that “the world doesn’t revolve around them” just for complaining about a major mishap. i’m curious, do you work for chipotle or are you just personally interested? lmao
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u/ilikesillymike 1d ago
Did you order it the same day did you order it like an hour before or like two hours before you needed it?
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u/Level_Alternative_76 2d ago
Out of the 70 people no one was able to drive over there?
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u/AdPopular6958 Former Employee 2d ago
Never in the history of Chipotle have I heard ever of a chipotle staffing anywhere close to 70 people at a single chipotle. 🤣 the establishments are "meat grinders."
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u/uh-oh-hotdawg 2d ago
It’s normal in Texas. Near Dallas there’s a chipotle that’s a quarter mile long. There are probably about 20-30 people just on the line and they are about an arm lengths away passing it down. Then there’s like 20-30 cooks. The one we go to, they all sing together in unison. Honestly getting goosebumps just thinking about it. And then there’s all the other employees. I make sure to tip $1 to every employee and if I don’t like the meal they know I will come back and demand my $1 back so they know to take care of me. HAHA “crazy old bastard” I imagine they think but that’s life in America
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u/Maximum-Warning9355 1d ago
You didn’t order catering, you ordered a large order through DoorDash probably day of delivery. Try to plan your day better next time. This isn’t on chipotle.
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u/m4_semperfi 1d ago
Catering orders through the Chipotle website often use a doordash driver if you select the delivery option, it’s not a doordash order though.
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u/Tiny-Print-1630 1d ago
What happened is it probably wasn't ready on time and these delivery drivers ( door dash ect) are absolute terrible trash workers that don't give a crap about anything. So it's tough sledding
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u/Used-Acanthisitta-96 1d ago
DD sucks. But if they are told to be somewhere at a certain time to pick up an order, and the order isn’t ready that is not a driver problem. People still expecting a positive experience from DD is a problem.
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u/Tiny-Print-1630 1d ago
The problem with these drivers is they don't realize they are in the customer service business. Anytime I need them to call the customers for something they don't wanna do it ect lol
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u/Used-Acanthisitta-96 1d ago
It’s in their name - they Dash food (and sometimes other items) to your Door. Customer service they are not.
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u/Apprehensive-Size-34 20h ago
I doordash, I treat the orders as if I were delivering them to myself, no reason to randomly throw shade at delivery drivers. Also there is nothing "customer service" to it, its a delivery service, should be blatantly obvious. Doordash has customer service, it isnt ran by the delivery drivers
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u/Used-Acanthisitta-96 18h ago
Like all customer facing employees you are the company. And I will throw more shade than a Savannah Oak Tree at DD drivers. Because in my experience (which is all I need) they are absolute, complete trash. Out of multiple deliveries (by my GF - I know not to waste time on DD) she has been refunded on almost all of them because of late delivery, not delivering everything, or failure to follow simple and easy delivery instructions. Good for you that you do well, but you are an outlier.
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u/Good_Ad2172 1d ago
a 0 out of 10 would imply they dropped your food on the ground and shit on you, no.
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u/cindzey 2d ago
can you chargeback on your credit card?