Chipotle

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.