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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.

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.

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...