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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 579 locations, listed below.

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    Customer Complaints Summary

    • 972 total complaints in the last 3 years.
    • 360 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/16/2025

      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.
      My Order that costed $38.59 never showed up, I contacted online support and they said that they could not compensate me. They basically refused to help me at all and when I go to the store they said they also cannot refund me and only online support can

      Business Response

      Date: 02/24/2025

      On Feb 24, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a full refund for the order.

    • Initial Complaint

      Date:02/12/2025

      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.
      Numerous Times over the past 2 years.Problem is the resolution that is given when an order is not correctly made.Many times over the past couple years my wife and I have ordered Chipotle through pepper and have had issues.Example:I ordered a salad with guacamole. The guacomole was an upcharge of approx 2.50. I did not receive the guacamole and told Pepper. Instead of receiving a credit for the guacamole i received a coupon that expires in 30 days for free guac. I don't order sides of guac often so my coupon expired and I'm out the money. This doesn't seem fair. If you mess up. Credit the money or at the least give a coupon that doesn't expire.I have many of these examples. This seems to happen far too often. I would like this addressed as it isn't fair to customers. Love the food. Gotta fix this. Thank You!

      Business Response

      Date: 02/17/2025

      On Feb 17, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a replacement offer of one free side of guac.

    • Initial Complaint

      Date:02/12/2025

      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.
      So I called chipotle let them know my order never arrived. I have a camera and police report number 13-688901 they refused to refund me and i will be suing if they dont refund me.Confirmation number G88-HA5

      Business Response

      Date: 02/17/2025

      On Feb 13, 2025 an agent reached out to the guest, apologized for the experience, shared feedback with local and regional management, and provided a full refund of the order.

    • Initial Complaint

      Date:02/10/2025

      Type:Sales and Advertising 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 ordered online from chipotle for my family. When it was delivered, only one out of four meals was delivered. ******** said Chipotle would have to handle it. I couldnt get a hold of a person but their pepper chat reimbursed me for one entre and two kids meals on the app. Which does not completely cover the cost because they charge more online than they do in person. But at least it was something. We had to go somewhere else that night to get our food because it was going to take too long to have them deliver again. Plus we tipped and had a delivery fee. Then when I went to Chipotle to redeem my rewards, the app logged me out. I tried multiple times to log in and finally emailing support. One person emailed me for a little bit and then stopped responding. I had to start a new conversation with another person. I had to create a new account which is fine, but I had points for a free entre and a free entre from the delivery that was so bad. They reimbursed me the points, but would not put the free entre they owed me on there. They would not give me an email for the manager. They said they would tell leader ship about the problem so they would do better next time. All I wanted what was owed to me. I have spent sooo much time getting this settled.

      Business Response

      Date: 02/13/2025

      On Jan ****** Pepper spoke with the guest via chat, apologized for the experience, shared feedback with local and regional management, and provided 2 free kids meal offers and a partial refund of $13.90.On Feb 13, 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 kids meal.

    • Initial Complaint

      Date:02/10/2025

      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 complaint is about order T8I-CA2 placed on 02/09/2025 at your location in *****, ** on W *********For every single order I placed at this location there was something missing or old.I did bring it to your attention, but I see nothing has changed.For the order mentioned above, the Chicken bowl was missing the chicken.For the veggies bowl they used spinach which was very thick and hard to chew,On both bowl the rice was old and crunchy, the beans were hard. And some of the extras were missing from the food.We had to throw away the food, as we were afraid to eat old food.We do not appreciate being fooled.We paid for a particular food which we didn't get.We would like a refund.Also the parking lot t the time of food pick up was not cleaned and has ice all over.I almost fell.I am not able to understand why this location is so bad.The reviews are bad and nothing has been done to improve.

      Business Response

      Date: 02/24/2025

      On Feb 24, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided two free entre offers.

    • Initial Complaint

      Date:02/08/2025

      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 dont intend to patronize the business again. Therefore their BOGO and/or Entree offers are moot. Considering the state of the plates offered to the tune of $51.81, Id like my money back and have zero intent to return to any chipotle restaurant od. Once I was shamed and judged for speaking up I felt compelled to just pay and leave. Which I did. Thereafter; I called customer service and their sole resolve was to apologize for the staff behavior and BOGO offers which means I have to return to their establishment and spend more money and likely be subjected to the same treatment again and again.

      Business Response

      Date: 02/10/2025

      On Feb 08, 2025 an ***** spoke with the guest via chat, apologized for the experience, shared feedback with local and regional management, and provided one free BOGO offer. On Feb 10, 2025 another ***** spoke with the guest via chat, apologized for the experience, shared feedback with local and regional management, and provided another free **** offer. On Feb 08, 2025 a third ***** spoke with the guest via phone, apologized for the experience, shared feedback with local and regional management, and provided two free entre offers.

      Business Response

      Date: 02/13/2025

      I understand that this resolution is not satisfying. Please be assured Im sharing the guest's feedback with ************************ as we strive to provide the best support for our guests.

    • Initial Complaint

      Date:02/08/2025

      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.
      like I said I dont care about who chipotle contacted I want my money back the only way to rectify this issue is by refunding me my money wledge that I was given food I did not order and could not eat due to my allergy, and did not answer a single one of my questions. At this point, I am beyond disgusted with Chipotles complete lack of customer service. I want my $23.62 refunded to my card immediatelyand frankly, *** needs to be FIRED for his dismissive and negligent attitude. If my money is not refunded, I will immediately dispute the charge with my bank and report Chipotle to the *** for endangering my health by sending me an allergen-contaminated order. This is absolutely unacceptable.

      Business Response

      Date: 02/10/2025

      On Feb 8, 2025 an agent spoke with the guest via chat, apologized for the experience, and shared feedback with local and regional management.

      Business Response

      Date: 02/18/2025

      I understand that this resolution is not satisfying. Please be assured Im sharing the guest's feedback with ************************ as we strive to provide the best support for our guests.

    • Initial Complaint

      Date:02/07/2025

      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 am not sure what the message means to keep an eye out for my email address. The phone # is mine, but its ************** not (817).m his manager (right in front of me). You would think the manager would have had him remake the burritos, nope! She even said customers are complaining about it & told him to put another layer of foil on mine because it was dripping grease all over. When she showed him how to make a burrito correctly, his reply back was, whatever. When he was putting the sour cream on my burrito, I noticed chunks of meat or something in the sour cream container and he was about to put a spoonful of it right on my burrito, I mean, come on! When I asked him to use a fresh container, he looked at me like I was crazy. Food is always cold as well, undercooked or overcooked. Reaching out to BBB to file a complaint because something needs to be done. Theres a reason they have 2.9 stars on ****** and the reviews are all the same as mine, but yet here we are, no changes months after the same reviews, attached some pictures also. Chipotle is awesome, but this location gives them a horrible name!!

      Business Response

      Date: 02/10/2025

      On Feb 10, 2025 I created a new case and sent to our Incident Specialist Team. Please keep an eye out at this phone number ************** and this email address ************************************** to be contacted about this experience.

      Business Response

      Date: 02/17/2025

      On Feb 10, 2025 an agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided two free entre offers.

      Customer Answer

      Date: 02/19/2025

      even though the business had reached out to me from their complaint department, went back to the location this evening a week after they reached out, the issue is still there and worse than ever! I have responded to the email awaiting a response for immediate resolution.

    Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.

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