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Business Profile

Restaurants

Chipotle Mexican Grill Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Chipotle Mexican Grill Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Chipotle Mexican Grill Inc has 578 locations, listed below.

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    Customer Complaints Summary

    • 976 total complaints in the last 3 years.
    • 368 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/08/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Unable to log in/sign up/receive verification email and the only way to get support is by calling a ***** number. Provide better support!

      Business Response

      Date: 07/14/2025

      On Jul 14, 2025 I reached out to the guest via e-mail, apologized for the experience, and provided information on our rewards account and password resets.

      Customer Answer

      Date: 07/14/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      *** *******

       

    • Initial Complaint

      Date:07/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I spent $99.55 ordering Chipotle today my meat was under cooked; the food was salty and very unpleasant. The chips and tortillas were stale this is an ongoing problem with this location. Also not receiving extra portions I paid for. 1 free entree for continuous poor customer service, is not an adequate accommodation Im a single mother of 6 children Im tired of wasting hard earned money at Chipotle.

      Business Response

      Date: 07/07/2025

      On Jul 03, 2025 an agent spoke with the guest via phone call, apologized for the experience, shared feedback with local and regional management, and provided four free entre offers and two free large chips offers, all offer have been redeemed.

      Customer Answer

      Date: 07/07/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory this complaint was made before the compensation was off by customer service.
      Regards,

      ******* ******

       

    • Initial Complaint

      Date:07/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I used to work for chipotle on 2020Howard ***** . I was suspended because I told my manager he was being phony. He told me to spy on other managers and when I spy and tellhim what the other managers is doing, he came back to me and told me that the other managers do not trust me so I went to the manager, which is ****** and she told me that she was going to transfer me because she like my work ethic. The man told me that I was being laid all the time I was never late. The man also was selling weed to employees as well as dating an employee. So ****** informed me that she was going to transfer me to another chipotle but never transferred me to another chipotle I went to the chipotle. The guytold me that he will offer me $15 when I was making $17 and I told him he cant take my pay, but he said hes taking pay away. Hes gonna start me over And when I was told in two weeks h*** hire me and start working. I never started work every time I called him. I called him times he never picked up so when I call ****** ****** told me that why dont I just find a new job and just give upthis one? An accident and the company to reimburse me for all the things that I lost. I lost my job. I lost my house. I lost my car. I separated the loss of $10,000. I even emailed. her Boss. And she told me that she would handle these things, but she didnt handle these things. She just fired me and kept on going about her business lied to me and told me that I will still be working for chipotle and told me to take a pay cut, even though they paid me $17 as a manager as a kitchen manager didnt show me as a kitchen manager didnt allow me to do anything as a kitchen manager.

      Business Response

      Date: 07/07/2025

      On Jul 07, 2025 I created a new case with our Respectful Workplace Team. Please keep an eye out at this phone number ************** and this email address ********************************** to be contacted about this experience.

      Customer Answer

      Date: 07/07/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I would like to be pay out for stress lost  job house I would like to be paid $10000 for Most of support, emotional damage and financial hardship, and help me get back on my feet . I was told my performance when down but they never took in that I had health issues and as well as Defamation of character for my general manger and exploited my health problems with other employees 

      Regards,

      ***** ******

       

    • Initial Complaint

      Date:06/27/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Chipotle continues to charge your credit card for an order, but delivers empty trays of food and refuses to have adequate customer service to address refunds issues. I placed an order online for a total of *****. it was delivered promptly. But to my shock and dismay . I was charged and didn't receive the items I requested. I tried chatting thru the Chat app and on both occasions the representative had me waiting for several minutes, and closed out the chats without even talking or researching my request for a manager to call me .The food that was delivered was a practically empty bowl of rice and sour cream and a spoon full worth of nothing. I paid for a tip, deliver fee and an additional side of salsa. Didn't not receive!!.

      Business Response

      Date: 06/30/2025

      On Jun 27, 2025 guest reach out via chat. Pepper apologized for the experience, shared feedback with local and regional management, and provided one free entrée offer. On Jun 27, 2025 guest reached out again and agent apologized for the experience, shared feedback with local and regional management, voided the free entrée offer, and provided a partial refund of 13.22. On Jun 30, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided an additional refund of $8.70.

    • Initial Complaint

      Date:06/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is what I ordered: Black Beans, ***** Beans, Adobo Ranch ($0.75), Roasted Chili-Corn Salsa, Tomatillo-Green Chili Salsa, Sour Cream, Cheese, White Rice (Extra), Extra Steak ($5.35)Im not sure if the employees were playing a joke, but the amount of food was insultingly low. Paying for extra ingredients would make one think they would be included, but unfortunately the logic does not extend to Chipotle. To make matters worse, the ingredients I got on the insult bowl were not even what I ordered. This occurred at the location on ****** in ********* ******.

      Business Response

      Date: 06/30/2025

      I was unable to reach out to the guest at [email protected]. Do you have another email address I could reach you at? The best place to contact us would be by calling 1-800-Chipotl(e) which is 1-800-244-7685 or by visiting us at https://www.chipotle.com/contact-us and submitting a support ticket or chatting with us.

    • Initial Complaint

      Date:06/27/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 25th, 2025, I ordered a bowl from Chipotle (location: ************************************) for 18.24$. When I received my meal, the brown rice was severely undercooked hard, cold, and clearly not fully prepared. The texture was unpleasant and unsafe to eat. I took a few bites before stopping, and even my parent tasted it to confirm something was seriously wrong with the food.Shortly afterward, I began experiencing stomach pain, which lasted for several hours that evening. While I did not require medical care, the discomfort was real and directly followed the consumption of Chipotles food. Out of concern for foodborne illness, I threw the food away which means I do not have a photo of the bowl, but I do have the digital receipt and order number. I reported the issue to Chipotles ************** but after two emails, they refused to offer any resolution no refund, no store credit, and no sincere attempt to make the situation right.I am requesting a refund for the cost of the bowl, or at minimum a Chipotle store credit or e-gift card of equivalent value. I understand mistakes happen, but this was a clear case of substandard food quality that caused physical discomfort, and it was not handled appropriately by customer support.

      Business Response

      Date: 06/30/2025

      On Jun 30, 2025 I created a new case with our incidents team. Please keep an eye out at this phone number (713) 213-7921 and this email address [email protected] to be contacted about this experience

    • Initial Complaint

      Date:06/26/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 14, 2025 I purchased food from a Chipotle restaurant in *******, **. The worker charged me for an item that I didn't receive. The restaurant policy for refunds is that you must contact customer service. I contacted them and they told me that all they can do is offer me a "Buy One Get One" reward to use within 30 days. I still them I just wanted my refund. They still refused. The amount owed is very minor. However it is the principle of the matter. It is unethical for a company to take your money then mot refund you if they made a mistake.Chipotle needs to have in store refunds to make it easier for customers.

      Business Response

      Date: 06/30/2025

      On Jun 16, 2025 an agent reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management. On Jun 18, 2025 the agent provided one free BOGO offer. On Jun 30, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, voided the offer for one free BOGO, and provided a refund in the amount of $2.95.

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have already contacted 1800chipotle- they provided a Credit for food so we could come back. But at this point we want our money credited back to yhe card. We cant be promised the lack of common courtesy and literally refusing to provide food ordered and manager telling me to leave the store and fall 1800 chipotle is a joke. This needs to be addressed. And we want a full credit of *****credited back to our card as we will not be dining here again!!! Literally refused to give us chips and guac which was missing and the rudeness got me so fired up, I couldnt even hold my child bc he was upset I was upset. This place is a joke!!! This manager is a liability and a threat.

      Business Response

      Date: 06/30/2025

      On Jun 30, 2025 I created a new case with our incidents team. Please keep an eye out at this phone number (859) 380-7333 and this email address [email protected] to be contacted about this experience.

    • Initial Complaint

      Date:06/23/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 20th I placed a pickup order for 4:50pm using the Chipotle app. My confirmation number was J79-8AE I picked up the food right on time and walked the food back to my job in 85 degree heat. The walk took 5 minutes as I work in **************** not too far from the Chipotle. The food was somehow ice cold, actually cold to the touch like it had been sitting in a refrigerator. Since I did not know how long the food was sitting, but it was obviously awhile since the food was so cold, my husband and I threw out our food. I contacted Chipotle shortly after and was told to seek customer service in the app. The customer service agent would not refund the order and instead offered me a coupon. I refused and told them I wanted my money back, and if I did not get my money back I would go to my bank. I have not received a reply.I was not going to risk food poisoning when I unwrapped my ice cold food, and threw it out. Not only did I pay money for food I had to toss, but I was also inconvenienced by having to skip my lunch break. I want my money back.

      Business Response

      Date: 06/30/2025

      On Jun 20, 2025 an agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided one free BOGO offer. On Jun 30, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, voided the offer for one free BOGO, and provided two free entre offers.

      Customer Answer

      Date: 06/30/2025

      I do not want coupons, I want my money back. Your company's insistence on giving coupons instead of refunds is exactly why I will not be returning to this restaurant!

      Business Response

      Date: 07/07/2025

      On June 30, 2025 I reached out to the guest via e-mail, voided the offers of two free entres and provided a full refund.

      Customer Answer

      Date: 07/09/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***** *********

       

    • Initial Complaint

      Date:06/22/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Saturday June 21, 2025 at 11:40 am I visited the chipotle located on *********************************. I figured I'd give the store ANOTHER chance after s******* me over multiple times. I've never had issues at any other locations BUT this one. I'm no longer accepting that. I work hard for my money so I expect what I paid for in return... NOT to be CHEATED. I ordered a half chicken half pork burrito bowl as I always do. The cashier charged me an extra $5.55 for another portion of meat. When I confronted her she stated the pork costs more so that's the difference? Makes absolutely zero sense. Never have I heard this before. I've been to dozens of chipotles in many states at that. I wouldn't have minded paying for double portion had I received double portions. I was literally served half (I'm being very generous by using that word) of each meat portion. This is cruel and insane! I feel robbed & cheated. I work too hard for this guys.I also submitted my complaint via the feedback instructions on the receipt.

      Business Response

      Date: 06/30/2025

      On Jun 30, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided an offer for one free double protein.

    Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.

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