Do not use Chipotle catering unless you plan on picking it up!! I ordered Chipotle catering through their app and scheduled delivery for Saturday, Nov 8 between 2:00 - 2:15. I contemplated picking it up (as I have the last 5 years I've used their catering), but decided I would pay the $25 automatic delivery fee so I didn't have to take time away from my guests. The Chipotle app also asked if I wanted to add a tip so I generously added $20.88 to round my order up to an $240.
Sat, Nov 8 - 1:29 pm-I received a text message that my order was being delivered at 1:43 pm
2:14 pm-Text #2: My Dasher had picked up my order and it should arrive at 2:19 pm (which was a fair estimate as I only live 1.7 miles away).
2:20 pm-Text #3: Tamazi is approaching with my order and my Dasher will hand the order to me.
2:20 pm-Text#4: Tamazi is nearby but is having a hard time finding your address. Try calling or texting them at 978-506-456x
2:37 pm - Text #5: Thanks for ordering from Chipotle, please take a moment to tell us about your experience.
2:37 pm - Text #6: Your Dasher, Tamazi, has confirmed that the order was handed to you. Please reach out to Tamazi at 978-506-456x if you haven't received it.
2:38 pm-I didn't hear my text messages go off until after the last message. I phoned Tamazi right away and said, "I understand you're having a hard time finding my house." He kept responding "No English, No English, message"
2:39 pm-I hung up and texted "You are supposed to be delivering Chipotle to [address] and I received a message that you were having a hard time finding the location." I sent a dropped pin from my phone so he could open the directions on Google Maps. Note: my house is on a very easy street to find and both my house and mailbox are clearly marked with my address.
2:41 pm-I phoned Chipotle Customer Service and told them about the string of text messages and how it said the food was delivered but I have no food. They contacted DoorDash who 'said' they spoke to the driver and that he "delivered the food and he was harassed." I said the food did not come to my home, did he take a photograph, as proof, that's what they're supposed to do? Maybe I can see where it was delivered, because it wasn't delivered here." They had no response. They said again, the driver said he delivered it. I said he did not deliver it to my house or even come to my house because the front door is open, I have cameras outside my house on the door and garage, my two dogs would have alerted me if anyone came up the walkway or to the door, and I have three people sitting in the living room not ten feet from the door. I asked the Chipotle representative if they could have the food remade and sent out again and they said they could offer me a refund. Wonderful, a refund, I still have no food for my guests! I told them I was livid because the entire reason I paid the ridiculous $25 delivery fee, which I had assumed would be delivered by a Chipotle employee and not outsourced, AND added a tip, was so I could spend more time with my guests. 41 minutes on the phone, and 2 customer service representatives later, they told me to contact DoorDash. It's now almost 3:30 pm and I'm embarrassed, livid, and have a houseful of hungry guests.
During this time, my son called a friend who is an assistant manager at that Chipotle location and told him what happened. He wasn't sure what he could do and said he'd call his manager. He phoned my son back and said his manager said they couldn't remake the meals for us and we had to deal with DoorDash. So, even though they charge a $25 delivery fee, that apparently went straight into their pockets, and they outsourced the delivery to DoorDash, they take no responsibility for its non-delivery or for customer satisfaction.
3:23 pm-I phoned DoorDash and went through the entire story again, the driver supposedly had trouble finding my home and delivered the food, but I had no food and a house full of people. I asked if they could request Chipotle remake my order and they said a refund could be issued. 31 more minutes and two more representatives later, more time wasted.
By the time I got off the phone it was ~4:00 pm and I was forced to order PIZZA because it was 2 hours beyond the delivery time I had originally scheduled for my food delivery.
My son works at Olive Garden and stated for regular food orders they may use DoorDash or UberEats but for catering orders, Olive Garden ALWAYS has an employee deliver it. For a $25 delivery fee, you would think it'd be a Chipotle employee delivering the food, similar to how pizza places deliver. Chipotle charges a $25 non-negotiable delivery fee to do nothing, outsource it to someone, and then ask for a tip in the app, which apparently goes to the DoorDash driver, and well, plus, he got enough food to feed his family for days.
DO NOT order catering from Chipotle unless you're going to pick it up. They don't care if you get your food or not, and if you don't-oh well. read more