Chipotle

Ruth Jasso- Elshenawy

I have had some issues with my orders in the past, and I was charged incorrectly. I visited again yesterday, and the experience was quite pleasant. Perhaps it was the staff, and we usually arrive later in the day; I am not entirely certain what the situation is. The food is delicious, although the portions could be slightly larger.

Caden Brawner Tricks

Amazing food, i love coming here and getting the build your owns. Ive got so many points on the rewards system from enrolling with my college that I got a free meal too! Havanna did amazing making my food, even though she was super new, she wasnt frugal with the food and gave me plenty, quick and easy! Absolutely goated and I love seeing people succeed even so early into the job, recommend this place for just about anyone, especially if you like the smoked chipotle tabasco they got there (I love to overload on that, maybe a lil too much) All in all, amazing food and amazing service, shout-out to Havanna for making my experience at the potle awesome during my lunch break not once, but twice

Donovan Daugherty

I when it on a Monday afternoon and I seen javier absolutely busting his but. He was the only one on the line and he was flying through customers getting there meals out to them and when I got up to order he was extremely polite and gave me great portions. Not to much not to little. He gives speed and accuracy. And this needs to be noticed!!!!

It's exactly what Chipotle should be. Everything tasted as it should. It was clean. The employees were friendly. Food was fresh. Can't ask for more.

The food was good as always. I dnt think the young man that helped filled the guacamole like he should have, i had to ask for more sour cream and cheese. Also, they had no ice in the soda machine so you had to walk back to the register to have someone put ice in your cup. It would have been easier to fill the cups with ice in the first place. I know they knew about the ice situation because the gentleman in front of me told them.

I do recommend the Chicken and Barbacoa bowl, sometimes the tortillas are tough when ordering the burritos. I think as a business, I would like to see them appreciate the military and first responders, at least on veterans and memorial day. Just my opinion of course. This visit was awful. All the tables and trash areas were a mess. They had plenty of help and only one customer was eating. They did get a small rush after we sat down and unfortunately not one place was clean, including the floors.

My family frequent this location occasionally. This time we go in and order. My son gets the carnitas, my wife and I both get the steak bowl. We get too our seats and we open my son’s kids meal. He starts eat his pork and we notice that a third of his pork was a huge piece of fat. My son asks us if they would trade it out. We weren’t 100% of they would, but i tried anyway. I took it to the counter and told the young man and showed him the fat. Before I had asked, he had said “let me trade that out for you”. Ok thank you I said. Everything tasted really fresh. When everything tastes fresh, it’s a great Chipotle visit in my book.

Daniel Cruz

I do recommend the Chicken and Barbacoa bowl, sometimes the tortillas are tough when ordering the burritos. I think as a business, I would like to see them appreciate the military and first responders, at least on veterans and memorial day. Just my opinion of course. This visit was awful. All the tables and trash areas were a mess. They had plenty of help and only one customer was eating. They did get a small rush after we sat down and unfortunately not one place was clean, including the floors.

Riley C

My family frequent this location occasionally. This time we go in and order. My son gets the carnitas, my wife and I both get the steak bowl. We get too our seats and we open my son’s kids meal. He starts eat his pork and we notice that a third of his pork was a huge piece of fat. My son asks us if they would trade it out. We weren’t 100% of they would, but i tried anyway. I took it to the counter and told the young man and showed him the fat. Before I had asked, he had said “let me trade that out for you”. Ok thank you I said. Everything tasted really fresh. When everything tastes fresh, it’s a great Chipotle visit in my book.

I have been to this chipotle multiple times and have had this issue occur majority of those times. Whenever i ask for extra of anything, they never give the right amount (not including protein). Today I came in and asked for extra cheese, the woman proceeded to add a pinch of cheese to a corner. I love the food but this has occurred way too many times. I enjoy coming here other than this issue, but i think something had to be said.

I have been coming here for over 2 years and spend a good amount every time. The other day they wouldn't let me slide because I was 1 cent short. 1 penny! Other than that the location is ok just one employee must hate me for some reason.

I love the food here very much. The service sucks! The manager doesn't give a heck about her customers. She's a stuck up lady. Restaurant sign open at 10:45 AM. There's a bunch of people waiting outside to enter keep in mind it's freezing outside. The manager finally signals a young girl to open at 10:47 so we all line up waiting. The staff doesn't greet no one , the manager never says anything ever to her customers. They are setting up to open, nothing was set at ready. It's always like this the staff never cares cuz management never enforces good customer service. And I agree the drink area is always dirty. The tables take a while to be cleaned up, so I never eat here. Don't ever order on the app, they don't put anything your bowls or burritos when you order on the app. I wish corporate would read this and please do something about this Chipotle staff and management

RuthiC

I love the food here very much. The service sucks! The manager doesn't give a heck about her customers. She's a stuck up lady. Restaurant sign open at 10:45 AM. There's a bunch of people waiting outside to enter keep in mind it's freezing outside. The manager finally signals a young girl to open at 10:47 so we all line up waiting. The staff doesn't greet no one , the manager never says anything ever to her customers. They are setting up to open, nothing was set at ready. It's always like this the staff never cares cuz management never enforces good customer service. And I agree the drink area is always dirty. The tables take a while to be cleaned up, so I never eat here. Don't ever order on the app, they don't put anything your bowls or burritos when you order on the app. I wish corporate would read this and please do something about this Chipotle staff and management

My teenager said it best, "it was mid". The food was okay, but not great. I was very disappointed that they sold me a fountain drink knowing the carbonation was out. When I went back to the register the cashier seemed to have forgotten. But then they continued to sell customers fountain drinks without telling them.

BJ Martin

My teenager said it best, "it was mid". The food was okay, but not great. I was very disappointed that they sold me a fountain drink knowing the carbonation was out. When I went back to the register the cashier seemed to have forgotten. But then they continued to sell customers fountain drinks without telling them.

I use to love this location, but they started putting less in my burrito and tonight was my last straw here. I spent $14 on a sloppy burrito with barely any steak or anything extra that I added like rice, beans, corn that I added to my burrito. I waited at the window for 13 minutes when my food was supposed to be ready 13 minutes ago like it said on the app. There was no cars and not many people inside.

This Chipotle has been built within the last two years. The staff regularly only fills bowls half way full. The staff is also slow/lazy. On numerous occasions I have been to this location and experienced poor service. I have come in when they were not busy, only to be ignored for 10 minutes while the cashier/line employee talked to another employee who had recently gotten off duty. I have regularly come in to find no freshly cooked meat. I suggest looking at the meat before starting your order. The final kick in the pants was last night I arrived 30 minutes before closing. There was no fresh meat, there was a line to the door, and nobody appeared to be getting served. I waited in line with my son for about 15 minutes and not even one order was filled for the people waiting in line. Then I saw a cockroach run across the floor. At this point I left the store without ordering. If I had to guess, the employees thought they could coast the last 30 minutes without customers then got surprised. The manager of this location is failing to uphold cleanliness and customer service standards. This location is too new to have cockroaches. This tells me they are not adequately cleaning the restaurant at night. Between the half portions, poor customer service, and sanitary violations, I will not be back. Go to the location in Rockwall, it is much better.

I ordered a chicken bowl for pick up. Got home and they had put SOOOOO much sour cream on top. That’s fine, I’ll eat it. Second bite in, a long blonde hair in my mouth. 🤮 Wear a hair net people.

This was a pretty sad month. Did what that good and I honestly can't figure out why. Was it just not fresh? Skip this location. There's plenty of other Mexican food places around.

Jim Morgan

This was a pretty sad month. Did what that good and I honestly can't figure out why. Was it just not fresh? Skip this location. There's plenty of other Mexican food places around.

Ordered barbacoa tacos and this is what I received hardly any meat and then the chips I got with my meal were stale

Portion is so small . This is what we get from this store today , especially when you choose pickup , they skimp on the portion. This store always disappointed us never getting from here .

You can’t get anyone to answer the phone at this location. They are serving molded items. Good thing I checked my child’s food first. The chips were also stale.

The portions are ridiculously small—borderline criminal. Worst location I’ve ever been to.

People do yourself a favor and double check your bag before you leave the pickup window. They forgot my vinaigrette!!! This isn’t the first time either!! And why the chips always so stale 🤨🤨🤨 they weren’t even busy that’s the worse part. Edit dug into my “salad” turns out they made me a bowl instead 🙄🙄🙄

Veterans Day, Got there at 8pm. Was told that I am too late for the Veterans Day BOGO deal. It was literally 8pm. Another reason why vets hate that FAKE “THANK YOU FOR YOUR SERVICE.” The guy next to me shook his head in disbelief as I walked out and took my business to Panda Express Chipotle is on my neva again list

Terrible experience. Rice was undercooked, beans were cold, chicken was dry and seemed like leftovers, and the avocado was black. Overall, very poor quality and a waste of money. Won’t be ordering from this location again.

I go to this Chipotle multiple times a month because usually everyone here is very nice. But there is this one young manager with glasses that every time I go in is rude to everyone. I just lay low so I don't have to deal with her. But today my son wanted Chipotle and it happened to be my birthday. So Chipotle gave me a free guacamole. Before I went in I used my rewards points to get a free quesdilla. I ordered multiple things besides these two free items. When I went to check out it would only take the guacamole off. I've never had a issue using a freebie from Chipotle and than my rewards. The tall Caucasian guy said I'd have to do two different transactions. So I said fine, do what you have to do, even though I've never had to do this. When he rang up the second transactions, it wouldn't take my rewards. Even though he just said he could do it that way. When I asked to speak with the manager, here comes that manager that is just awful to everyone. When I explained what he just said she was so rude and said there's nothing that we can do. And proceeded to act like I just wanted free food. When I explained that I spend enough money here to accumulate points and I should be able to use it she said she wasn't going to serve me and took the food that I paid for. When I questioned her manager skills or lack there of she said "does it look like I care" and walked away with my food. When I asked for the mangers name the other girls in there said they don't have to give me her name. And that none of them will give me that information. With as many times as we go there I really can't believe that little girl can treat people the way she does and have no consequences!!! Sad thing is Chipotle will do nothing about this.

I’ve been here many times before, but today was awful. The person who made my meal was rude and unprofessional, and I have no idea what his name was. He looked like he was in his teens or early 20s, wore glasses, and saw me standing there but completely ignored me. At first, he was helping someone else, but once they left, I patiently waited, and the cashier finally noticed me, smiled, and came over to take my order. That’s when the guy decided to come over and take my order. He took his sweet time making my tacos, and to top it off, he gave me all the fatty parts of the barbacoa. A visit that should’ve taken about three minutes ended up taking over five minutes, and I was the only person there. The customer service was awful, and it’s clear he doesn't care about his job. When he finally finished, he bagged my food and set it down in front of him, forcing me to reach across the counter to grab it since he couldn't be bothered to hand it to me.

Poor customer service. I came at 10:15 on a Friday night and they didn’t have any chicken so I waited 20 minutes for them to cook fresh chicken. When the chicken was ready, they tried to skimp me on the portion and I had to ask for more he wanted to charge me double I said no I had to wait 20 minutes. Can I get a little bit more chicken? He then scooped two more pieces of chicken into the bowl with attitude. Then I asked for chips and queso. They didn’t have any chips. I asked if I could pay full price chips to get the kid chips, there was four of them on the counter. He gave me one kid chip and I asked if I can get the second kid chip since I am paying full price for the chips. The drink station was dirty. There was a spilled soda and it was sticky. I also was not given a receipt, so I’m not able to go onto the Chipotle app and leave a . This location should be embarrassed. I understand you close in 45 minutes, but you don’t have the most popular items on your menu available. What are you doing?

You people MUST pay attention to these reviews!! They skimp on food, run out of sides for the food, and legitimately DO NOT CARE ABOUT THE CUSTOMER!!! What is going on with this food chain? This Royse City location has to be the worse one of them all! I went back for the third strike and got it! The ran out of beans and the girl sprinkles what is left on my bowl and sends it down the line. I literally counted 12 beans on my bowl!!! I asked for more and she looked around like a lost child. The guy cooking couldn’t have care less what they needed at the line. Third time I’ve had major issues and third stole for this garbage location! Lost another customer!!!

I never write reviews but after this joke i had to, i actually laughed when i opened the lid. Greedy & horrible location. Made online order for pickup that was $17 with chicken and steak(extra) and not even a single order of either was in the bowl, maybe 5 pieces of chicken. Ive never seen anything like this. Never going here again. Good job Chipotle keep it up 👍

My husband and I come to this Chipotle just out of convenience, and every time, we leave frustrated. The food is great, but they are consistently stingy with their portions. It's ridiculous! We always have to ask for a bit more rice or beans, and even then, they barely give you an extra scoop. For the price we pay, it feels like we're not getting our money's worth. It's disappointing because we love the flavors, but they really need to work on being more generous with their servings. Looking forward to the Chipotle coming to Fate, so we no longer will need to come to this location.

HORRIBLE!!!! I went through the line to get my dinner and I had a guacamole free coupon for signing up. They told me to go inside and I went inside and I asked for it but they said I needed a purchase although I just bought some food there. They could have just gave me my guacamole at the line, making stuff difficult for no reason!!!! I left and did not get my guacamole because every time I come here they are always being sloppy with my food. DO NOT come to this location!!!😤😤 Terrible service and place.

I ordered a kids bowl and literally received 0.5 oz of rice, 0.5 oz of veggies, and 0.7 oz of meat. At least fill up the sections of the plate with the appropriate amount. The plate is already small . Chiloso would never 😱. Long story short, because this chipotle is handing out nibbles of food, I still had to cook. 😤 Thanks for responding Scott but after reading other reviews, this seems to be an ongoing problem. I suggest changing the menu from kids meal to infant meal. The portion size is giving ;“ For 10 cents a day you can feed a family”, type of vibes.

To who ever the manager is I came in your restaurant today at 8:22 pm ad your restaurant was filthy from the table and eating area to the back of he kitchen everything! As I was ordering my food one of the employees from the front was about to put sour cream in the dirty container.Im very disappointed thought the food was gonna be better.There is no way your restaurant should look the way it did when I walked through those doors. It was to many employees in the place for it to be dirty like that. Y’all don’t have to worry about me anymore. I’m n

This location was once great but has gone downhill the last 3 months. Poor customer service. Zero attention details on pickup order. Did not give me a receipt when I picked up my order and stated my order was correct. So I had to pull my order details from my account history and basically had to pull teeth it get my order in full after spend $50.

Not sure what’s happening but food was bad, rice was hard, undercooked and tasted awful, almost no chicken and found pieces of bone in my chicken bowl and got really sick after eating, this location needs to close down or change management.

There were only two restaurants that seemed appealing in Royse City - considering time as a factor (both the amount of time available for a quick bite - and the fact that most restaurants were already closing up as it was 15 mins til 9 on a Monday.) I had already had one negative experience here the week prior. A food order missing large drinks. The person taking the order didn’t hear me - so she rang up regular drinks. I asked her for large - AND OFFERED TO PAY IT… she however - wanted to cover the debate on what she thought I said (regular). This culminated into another employee coming to de-escalate the challenge over what was heard (again - with me offering to pay - regardless of what was heard). Now for this week…. Same employee taking my burrito order. My friend already had his order made, I was right behind him (both of us behind a rather slow order made from the customer before us). The available proteins looked very meager and old. The one I wanted - completely out. Settling on pork - I began to give my order as my friend was waiting - and then all of a sudden - the previous customer came back to ask for more beans in a separate container. The employee serving me stopped what she was doing (the same one I then realized from the week before - who wanted to debate instead of taking my money for an upsize of drinks) - and began to accommodate the customer who was already helped. At this point - I blurted out “wow - this is truly the worst service I have ever had at Chipotle” - to which the employee said “excuse me - but I doubt that”. Then continued to complete getting extra beans (which by the way - the customer did not have to pay for, nor get any kind of reprimand for on “getting extra- without paying for it”) I told the employee “wow - guess I’ll just put this on the review I’ll make tonight” - to which she responded “you can go get food somewhere else”. I asked for a manager - and explained the issue - to which the manager said she would talk to the employee - and let her know she should not be telling customers to go elsewhere. After sitting - there were no napkins available for use at the condiment bar, nor any trash receptacles that had any space to put our trash into. There was plenty of unclean counter space - and trash on the floor. I think I will take the employees advice next time - and find an other place to eat.

We go in all the time and it feels like every other time we get under portioned, people work hard for their money and for it to be exchanged for something the size of a beer salt bottle is disrespectful, i don’t know if they got in trouble for giving people too much food a while back or what, but they’ve seriously downgraded these last few months

We supposedly ordered 5 bowls of steak and we're still looking for the meat. This is the third time this has happened. It is disappointing to spend $75 and they only give you rice, beans, corn and 3 pieces of meat. Really disappointed 😔

Every time we go to this location it is truly a horrible experience! If you order for pick-up, your order will most likely be wrong. Tonight's mess up was a quesadilla with NO CHEESE! The staff is rude & just let you sit at the window without even acknowledging you.

Christopher Gonzales

There were only two restaurants that seemed appealing in Royse City - considering time as a factor (both the amount of time available for a quick bite - and the fact that most restaurants were already closing up as it was 15 mins til 9 on a Monday.) I had already had one negative experience here the week prior. A food order missing large drinks. The person taking the order didn’t hear me - so she rang up regular drinks. I asked her for large - AND OFFERED TO PAY IT… she however - wanted to cover the debate on what she thought I said (regular). This culminated into another employee coming to de-escalate the challenge over what was heard (again - with me offering to pay - regardless of what was heard). Now for this week…. Same employee taking my burrito order. My friend already had his order made, I was right behind him (both of us behind a rather slow order made from the customer before us). The available proteins looked very meager and old. The one I wanted - completely out. Settling on pork - I began to give my order as my friend was waiting - and then all of a sudden - the previous customer came back to ask for more beans in a separate container. The employee serving me stopped what she was doing (the same one I then realized from the week before - who wanted to debate instead of taking my money for an upsize of drinks) - and began to accommodate the customer who was already helped. At this point - I blurted out “wow - this is truly the worst service I have ever had at Chipotle” - to which the employee said “excuse me - but I doubt that”. Then continued to complete getting extra beans (which by the way - the customer did not have to pay for, nor get any kind of reprimand for on “getting extra- without paying for it”) I told the employee “wow - guess I’ll just put this on the review I’ll make tonight” - to which she responded “you can go get food somewhere else”. I asked for a manager - and explained the issue - to which the manager said she would talk to the employee - and let her know she should not be telling customers to go elsewhere. After sitting - there were no napkins available for use at the condiment bar, nor any trash receptacles that had any space to put our trash into. There was plenty of unclean counter space - and trash on the floor. I think I will take the employees advice next time - and find an other place to eat.

No Way

We go in all the time and it feels like every other time we get under portioned, people work hard for their money and for it to be exchanged for something the size of a beer salt bottle is disrespectful, i don’t know if they got in trouble for giving people too much food a while back or what, but they’ve seriously downgraded these last few months

Moni Urizar

We supposedly ordered 5 bowls of steak and we're still looking for the meat. This is the third time this has happened. It is disappointing to spend $75 and they only give you rice, beans, corn and 3 pieces of meat. Really disappointed 😔

Ruth Archbold

Every time we go to this location it is truly a horrible experience! If you order for pick-up, your order will most likely be wrong. Tonight's mess up was a quesadilla with NO CHEESE! The staff is rude & just let you sit at the window without even acknowledging you.

Slow service and there was poor planning. The store is crowded and they are trying to serve dry chicken, there was no steak.No carne asada, guac was turning brown. Meat looked suspicious, what was available. Not friendly servers and the manager Veronica made no attempt to try to resolve or ask what issue I had. She didn’t want to give her name when asked about corporate.

I strongly suggest avoiding this location. It may be the same for all locations. The service comes with an attitude. In-store, it is not very clean. They can never seem to get a to-go order correct. There are either missing items or your lettuce has so much water that your meal is soup. Food is often on the colder side. They have raised their prices quite a bit and you are fortunate to receive even half of a bowl of food. I wish I could say I am exaggerating, but I am not. Do not waste your time contacting their customer service at corporate. You are dealing with people out of the country who simply follow a checklist. They will tell you they have credited you for the mistaken order, but it will never happen. They just continue to send the same canned response on repeat.

We don’t order much from chipotle because we know the risk 50% chance of having diarrhea. This location serviced is food that caused us to have diarrhea and stomach pain. Food sucks stay way

The customer service was horrible. The woman working on my burrito threw the meat on the line then picked it up and put it back in my burrito very unsanitary.

Came in for the first time ever eating here and ordered 3 different burritos chicken steak and barbacoa we also ordered the “large” more like small size chips and queso. Food was cold it was gross we came in to eat this so no reason for it to be cold like it is. Place is over priced for what we purchased it was $70+ dollars I will never come back here and I recommend you don’t come here either.

My husband ordered me a burrito bowl I had him ask for extra RICE and BEANS because the bowls are usually not very filling which is why I stopped coming because after eating you're still hungry but was told you can simply ask for more and they will happily give you more...not so much! My husband came back and my bowl was still very much skimpy! I asked if he asked for the extra he said yes but the lady (heavyset Hispanic woman) only put barely half a scoop extra and she seemed annoyed that he asked for extra so he didn't say anything else. That's sad to treat ppl unkind and to be rude for no reason if its an issue then explain but if its not and you just didn't want to for whatever reason shame on you! I hope you would read this and work on your customer service skills!

I visited the store in Royce City 8/14/2025 @ 8:55 pm and it was the ABSOLUTE worse experience in customer service and service as a whole. There was no meat ready to serve. At around 9:00 pm the were cutting up chicken. I asked how long for the steak, and one of the workers said 10 minutes. This was after waiting in line for 10 minutes prior. I asked for the manager and Veronica was very rude and unprofessional. I asked for her last name and she said they are not allowed to give it out, yet there were business cards with, both first and last names. She asked why I wanted it along with the store number, I told her I was calling their corporate office to report my experience. There was clearly a lack of planning and POOR supervision. In college, I was a manger of a fast food restaurant, prep and fast quality service was the life of the business. Ms. Veronica need to be fired or go through extensive training. I will try them during daylight hours.

Pamala Zavala

Came in for the first time ever eating here and ordered 3 different burritos chicken steak and barbacoa we also ordered the “large” more like small size chips and queso. Food was cold it was gross we came in to eat this so no reason for it to be cold like it is. Place is over priced for what we purchased it was $70+ dollars I will never come back here and I recommend you don’t come here either.

Space (J)

We don’t order much from chipotle because we know the risk 50% chance of having diarrhea. This location serviced is food that caused us to have diarrhea and stomach pain. Food sucks stay way

JCarlos D

Terrible experience. Rice was undercooked, beans were cold, chicken was dry and seemed like leftovers, and the avocado was black. Overall, very poor quality and a waste of money. Won’t be ordering from this location again.

Tasha Smith

My husband ordered me a burrito bowl I had him ask for extra RICE and BEANS because the bowls are usually not very filling which is why I stopped coming because after eating you're still hungry but was told you can simply ask for more and they will happily give you more...not so much! My husband came back and my bowl was still very much skimpy! I asked if he asked for the extra he said yes but the lady (heavyset Hispanic woman) only put barely half a scoop extra and she seemed annoyed that he asked for extra so he didn't say anything else. That's sad to treat ppl unkind and to be rude for no reason if its an issue then explain but if its not and you just didn't want to for whatever reason shame on you! I hope you would read this and work on your customer service skills!

Chris Pipkin

I visited the store in Royce City 8/14/2025 @ 8:55 pm and it was the ABSOLUTE worse experience in customer service and service as a whole. There was no meat ready to serve. At around 9:00 pm the were cutting up chicken. I asked how long for the steak, and one of the workers said 10 minutes. This was after waiting in line for 10 minutes prior. I asked for the manager and Veronica was very rude and unprofessional. I asked for her last name and she said they are not allowed to give it out, yet there were business cards with, both first and last names. She asked why I wanted it along with the store number, I told her I was calling their corporate office to report my experience. There was clearly a lack of planning and POOR supervision. In college, I was a manger of a fast food restaurant, prep and fast quality service was the life of the business. Ms. Veronica need to be fired or go through extensive training. I will try them during daylight hours.

Nakita Bennett

Slow service and there was poor planning. The store is crowded and they are trying to serve dry chicken, there was no steak.No carne asada, guac was turning brown. Meat looked suspicious, what was available. Not friendly servers and the manager Veronica made no attempt to try to resolve or ask what issue I had. She didn’t want to give her name when asked about corporate.

Barbara

I strongly suggest avoiding this location. It may be the same for all locations. The service comes with an attitude. In-store, it is not very clean. They can never seem to get a to-go order correct. There are either missing items or your lettuce has so much water that your meal is soup. Food is often on the colder side. They have raised their prices quite a bit and you are fortunate to receive even half of a bowl of food. I wish I could say I am exaggerating, but I am not. Do not waste your time contacting their customer service at corporate. You are dealing with people out of the country who simply follow a checklist. They will tell you they have credited you for the mistaken order, but it will never happen. They just continue to send the same canned response on repeat.