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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:06/20/2025

      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.
      My daughter placed an order for chipotle in *******************. I paid for it with my credit card. When my son stopped to get they said there wasnt an order in the system. They checked under my name, daughters *********** name. But my credit card had a charge pending. When I tried to call the system is automated and sends you to website. I tried the website because I could not get a person on the phone. AI on the Internet customer service wouldnt help me because I didnt have an order *********** said sorry. I guess we cant help you. One or two times when I mentioned, Better Business Bureau said it would pass me to a representative and it sounded like it was transferring, but then afterWhen I said representative, it would never give me to a person. I made several phone calls, trying different options to get to a representative and tried two different ways on the Internet and I could never get to a person or even to AI to tell me what the problem was since we never received a confirmation for the order. I finally got to a representative when I mentioned Better Business Bureau. How pathetic that it wont give me a real person unless I mention Better Business Bureau. There was some kind of glitch because it charged my card but didnt give it order confirmation so you have an order number. Yet when I finally got through a real person after several phone calls and mentioning the Better Business Bureau it finally actually transferred me to a person once. they said there was an order in the system for my daughters email.?!?! Im sure its a glitch which I would be fine with but not when I cant even talk to a person to get the charge off ofmy credit card for an order we never received. I need to make an option so you can talk to a real person is ridiculous. When my credit card is charged, I should be able to talk to a person when I cant even get the order. She said that she did refund me the amount of $82 and 20 some cents. a few seconds it just hung up the line.

      Business Response

      Date: 06/24/2025

      On Jun 20, 2025 an agent spoke with the guest via phone, apologized for the experience, shared feedback with local and regional management, and provided a full refund. I have raised the issue with the automated system to management who will be looking into the system to see where improvements can be made.

      Customer Answer

      Date: 06/24/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23498314, and find that this resolution would be satisfactory to me IF THEY CHANGE THEIR AUTOMATED SYSTEM TO ALLOW YOU TO GET TO A REPRESENTATIVE WITHOUT AN ORDER NUMBER.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.



      Regards,



      Deb Virgl



       

    • Initial Complaint

      Date:06/20/2025

      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.
      The manager **** has to be the most unethical person here. He bullys the Autistic girl at the location at **********************, tx77407. That little black girl has been there working 1 day a week for only 2 hrs for over a year. They wont give her more hours but complain that she move too slow , but when rush hour come they will LITERALLY GO AND PICK HER UP FROM HOME TO WORK ONE HR THEN SEND HER BACK. This is so heartbreaking to see. I am a social media influencer and this will be exposed. She take **** to work which is more than her paycheck!!! They make fun of her in Spanish and she just stay calm and pleasant. The **** lady tried to write her up for giving Saras name to an irate customer. Another form of bullying. They told this girl for over a year they have no hours while hiring new ppl in her face. Makes you wanna cry to see someone being treated like this. Im going to help her best I can. Someone has to. The racism that is allowed to go on here is outrageous. This is so sad. They puck and choose who to give hours to then force everyone else to quit by saying they have no hours and they should find another job or get transferred. She was later told by another manager that they do have hours but **** chose not to give them to her. **** is a jerk.

      Business Response

      Date: 06/24/2025

      I have created a case with our incident specials regarding this concern. Please keep an eye out at this email address [email protected] to be contacted about this experience.

    • Initial Complaint

      Date:06/18/2025

      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 purchased 3x $40 gift cards from Chipotle to take advantage of their BOGO meal promotion that came with the gift card purchase, but only received 2x gift cards and 2x BOGO promotion code in the email. I called the Chipotle gift card support, they were not able to locate the transaction, but my credit card was charged.

      Business Response

      Date: 06/23/2025

      On Jun 23, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and requested the confirmation number for the purchase.

    • Initial Complaint

      Date:06/15/2025

      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.
      I placed an order through a group order at work, which was submitted by ***** *******. My individual order was the Omega. Unfortunately, my order was incorrect. I specifically requested extra fajitas, but none were included.I called the store and was connected with a representative named *****. He acknowledged the mistake and offered me a free drink as compensation. However, I declined the drink and requested a refund instead, as the order was not prepared correctly and I was unable to return to the store to have it corrected. I'm a nurse at the local hospital, and due to our policy, we are not allowed to leave during our shift.I informed ***** that I could return the food after my shift, but he still refused to issue a refund. Instead, he offered a buy-one-get-one deal to be added to my account. I declined this as well. I do not believe it's fair to have to spend more money in the future to receive compensation for a mistake made on this order.I am simply requesting a refund for the meal that was not made as ordered. Thank you for your understanding.

      Business Response

      Date: 06/23/2025

      On Jun 15, 2025 the guest reach out via chat. Pepper apologized for the experience, shared feedback with local and regional management, and provided one free drink offer. Guest reach out again on 6/15 and case was escalated from Pepper to an agent. On Jun 16, 2025 the agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and requested additional information about the order. On Jun 23, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided on free BOGO offer to the guest.

    • Initial Complaint

      Date:06/15/2025

      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 placed an order on Monday June 9 for a pick up time of 1:00pm. After picking up my order from the chipotlane I went home to eat it and after taking a few bites saw a bug crawling from under my rice. I squashed it and threw my bowl away. I contacted chipotle as they suggest through their website and received an auto email that I would hear from a member of the incident team and have not heard anything from them since.

      Business Response

      Date: 06/23/2025

      On Jun 23, 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 entrée offers.

    • Initial Complaint

      Date:06/15/2025

      Type:Customer Service 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.
      Im filing this complaint after multiple unacceptable experiences at the Lenox Chipotle in *******, **. As a hotel manager, I understand the demands of hospitality and have extended this location more grace than it deserves. Months ago, I filed a complaint (Ref #********) about poor service and being served a subpar meal after they ran out of ingredients mid-orderwithout informing me until it was too late. I was offered a soft drink, which I appreciated, but I never received a follow-up. That alone is unprofessional.Against my better judgment, I returned today hoping for improvement. It was worse. Despite no line, I waited over *********************************************************************** When it was finally my turn, I was told there was no rice. I agreed to wait. Moments later, I was told there was no chicken either. At that point, I walked outfrustrated, empty-handed, and with my time completely wasted once again.This is a clear pattern of negligence. The staff is consistently unprepared. Management is disengaged. Ingredients routinely run out. Communication is nonexistent. And complaints are completely ignored. I now feel like Im being deliberately disregarded. Chipotle has had plenty of time and feedback to address these issues, and their failure to do so is unacceptable and disrespectful.I am demanding full compensation for the repeated inconvenience and compensation for these terrible experiences. More importantly, I want this escalated beyond this location to someone in corporate who actually values guest experience and brand integrity. If this isnt resolved appropriately and promptly, I will share this publicly across every available consumer platform. Enough is enoughdo better.

      Business Response

      Date: 06/23/2025

      On Jun 23, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided one free entrée offer and one free chips offer. 

    • Initial Complaint

      Date:06/14/2025

      Type:Sales and Advertising 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 had received an email to get a free entree for verifying Im a teacher. I placed my order within the app, my chicken burrito bowl was missing corn, extra tomato salsa and guacamole (I paid extra for this). I picked it up before heading to work. I tried to respond to Pepper from confirmation email but was working and case was closed before resolution.

      Business Response

      Date: 06/23/2025

      On Jun 13, 2025 the guest reached out via chat. Pepper provided an apologized for the experience, shared feedback with local and regional management, and provided one free side of guac offer and on free chips and salsa offer.

      Customer Answer

      Date: 06/23/2025


      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:06/14/2025

      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.
      Dear Chipotle Customer Service,Im writing to share a disappointing experience from June 13, 2025. My family and I visited two different Chipotle locations in ******** for the tattoo promotion.Our first visit was around 3:30 PM, where we ordered four entrees and a kids meal. Unfortunately, all of the items were overwhelmingly saltyto the point that we had to throw most of the food away. I paid with a combination of gift card and credit card.Hoping for a better experience, we later went to a different Chipotle location in ******** and ordered a veggie tofu burrito. Unfortunately, that too was so salty it was barely edible.Weve been long-time Chipotle customers, but this experience was frustrating and disappointing. We wasted around $60 on meals that we couldnt eat, and its concerning to see such drastic inconsistencies in food quality between locations.Could you please advise what can be done in this situation?

      Business Response

      Date: 06/17/2025

      On Jun 17, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and requested proof of purchase.

      Customer Answer

      Date: 06/17/2025

      business came back keep asking unrelated questions after sending them credit card transactions and gift cards etc.

      Did not try to address the issues at all

      Business Response

      Date: 06/23/2025

      After all necessary information was provided by the guest, I provided four free entrées and one free kids meal.

    • Initial Complaint

      Date:06/13/2025

      Type:Billing 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.
      Date of Incident:June 13, 2025 Time: 2:31 PM (per receipt)Summary of Complaint:I visited this Chipotle location on June 13 and paid for my meal using tap-to-pay with a credit card. The transaction was approved, and I received a receipt. As I walked away, I was told by an employee (name listed as ******* on the receipt) that my card was declined and I still owed payment.I showed my receipt and a pending charge in my credit card app, but was told incorrectly that pending meant the payment didnt go through. Despite showing evidence of payment, I was accused of trying to get away without paying. When I returned the food, it was aggressively thrown in the trash.After confirming with my credit card company that the charge had gone through, I returned to the store but was told again there was nothing to refund and that my card wasnt in their system. Several employees attempted to assist but found no record of the transaction.Desired Resolution:I am requesting a full refund for the food I paid for but never received. I can provide the receipt and confirmation from my credit card company. I also encourage Chipotle to review training procedures related to payment processing and customer service.

      Business Response

      Date: 06/17/2025

      On Jun 13, 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 entre offer that was redeemed on 6/15/2025.

    • Initial Complaint

      Date:06/13/2025

      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 walked into chipotle (*********************************) to order lunch around 12:22pm I was promptly told they me that they werent accepting cash (which is a legal form of tender) I was denied service because I didnt have a card payment. This was unfortunate also following the consistent rudeness and unprofessionalism

      Business Response

      Date: 06/16/2025

      On Jun 16, 2025 I reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management.

    Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.

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