Video Shows Angry Chipotle Customer Attacks Employee Over Refund, Makes Own Bowl Behind Counter

(WUSA) – A Chipotle customer was caught on video assaulting an employee this weekend.

The employee says the woman claimed her order was wrong and demanded her money back.

But they say when they told her Uber Eats had to provide that refund, she got upset, walked behind the counter and started making her own burrito bowl. And from there the incident only escalated.

Employee Roberto Hernandez says watching the video is triggering and traumatizing.

On Saturday, he was working his normal shift at Chipotle in the Brentwood neighborhood of Washington, DC, when a customer attacked him.

It was captured on video, which has since gone viral with more than 7 million views.

“I was angry and upset, but for me, you know, I’m a man, I can’t… I can’t hit a woman, so I walked away,” Hernandez said.

Hernandez says the woman ordered a burrito bowl through Uber Eats but returned it and demanded a refund, saying her order was wrong.

Hernandez and his manager explained that refunds are issued by Uber Eats.

Hernandez says that’s when things escalated and the woman walked behind the counter and made herself several bowls of extra meat.

“She said, ‘I want to remake the whole thing. I want tomatoes, double meat and all that.’ And I looked at the receipt and said it was no double meat, no tomato, no nothing,” Hernandez said.

Hernandez says he is a loyal employee who has worked at the location for more than two years. He hasn’t heard from the company yet, but he would like to see security at the store.

He now says the woman is threatening him online.

“Yesterday she said, ‘I’ll come back and stab them’ and all that. I was scared. She scared my co-workers and so on,” Hernandez said.

In a statement to WUSA, Chipotle said in part: “We will not tolerate guests who mistreat our team members. We are working with local police and hope that justice will be served.”

Meanwhile, Hernandez has a message for the customer. “I hope the food was good,” he said.

The woman accused of assaulting the employee later said the employees attacked her first.

A Chipotle spokesperson said they plan to file a police report.

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