The worst experience with this location at 1166 N State St, Chicago. On 7/31/20, we placed an order for entire family online for delivery and we got 12:04 PM time. Waited and waited, finally called customer support. The customer service told me that the order was delayed, but picked up at 1:19 PM by Doordash and is on the way. Kept on waiting, now 2 hours past the promised delivery time. Called support again after 2 PM, the new rep told me that our order was cancelled by the Chipotle location! After 2 hours of waiting, without even telling us, how can they just cancel our order? Don't they care about loyal customers who have been kept hungry by them for over 2 hours? Unbelievable! I asked the rep to talk to a supervisor, but he kept playing the delay game and told me that a supervisor will call within 24 hours. I repeatedly told him that we are all hungry, but he didn't care. My gift card was charged for this order and still not credited. Needless to say, we never got that call from supervisor. I cannot comprehend how Chipotle can let this location abuse loyal customers like this. People order food when they are hungry. Letting them wait for 2 hours, let alone cancelling order after that without their consent is not only irresponsible, but abuse of the trust put in their brand. We are still Chipotle fans, but I would like to hear from someone in their organization why this happened and how they will win back our trust.Rude, racist, arrogant customer service
