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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:06/13/2025

      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.

    • 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.
      This businesses branch in ******, MD located at ************************************************* routinely provides significantly low portions of food while charging full price. Various complaints have been filed and improvements are short term.

      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: 06/18/2025

      While business has reached with apology for insufficient quantities, they are waiting to hear back from location. Business requested details of order and payment information which I have provided. I am waiting for full resolution of the issue

      Business Response

      Date: 06/23/2025

      On Jun 13, 2025 the complaint was called in and someone spoke with an agent about the issue. the agent apologized for the experience, shared feedback with local and regional management, and provided three free entrée offers.

    • Initial Complaint

      Date:06/13/2025

      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 order on website and they hung up phone on me ,******************************************************************** Mexican Grill in *******, ** is currently ******** ******* Original Comment:No food delivery no contact, number disconnected Nothing What refund and order voided called restaurant spoke to manager and he approved refund and void yet no confirmation of refund ,he spoke to customer service ,im a new customer and not happy now about this they can void and refund this order, but are being rude and disrespectful, the online Pepper app won't connect me to agent and has tech errors ,spoke to store location manager called customer service and approved refund void yet still has not happened like they dont care Myemail *******************

      Business Response

      Date: 06/16/2025

      On Jun 12, 2025 an agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and submitted a full refund for the order.

    • Initial Complaint

      Date:06/10/2025

      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.
      Chipotle Mexican Grill Store #**** ************************************* Phone: ************** Subject: Formal Complaint Regarding Cold Food and Unprofessional Employee Conduct Dear Chipotle Management,I am writing to express my disappointment regarding the service and food quality I experienced on [Insert Date] at approximately 11:00 AM at your location at ****************************************************************************I placed an order that included corn on my bowl, and to my surprise, the corn was served cold. When I brought this issue to the attention of a young African American female employee working that morning, she refused to assist me in any reasonable or respectful way. When I asked for her name, she refused to provide it and instead responded that, they aint supposed to cook the cornthen walked off in an unprofessional and dismissive manner.This type of customer service is unacceptable. As a paying customer, I am entitled ************* prepared food served at safe and appropriate temperatures, especially when advertised as freshly made.2.Respectful and professional treatment by staff at all times.3.Transparency and accountability, including the right to know the name of an employee who interacts with me in a service dispute.I believe this situation violates both Chipotles stated customer service policies and the implied contract formed upon my purchase: that I would receive food of acceptable quality and be treated with courtesy.Requested Resolution:A formal apology from store management for this experience.Clarification on Chipotles policy regarding food temperature for corn and staff conduct.Assurance that this employee will be retrained or disciplined, so that no other customer is treated with the same disrespect.I would appreciate a timely response to this complaint and trust that Chipotle will take appropriate action to ensure a higher standard of service going forward.Sincerely,******* ******* File # ******** & # ********

      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.

    • Initial Complaint

      Date:06/06/2025

      Type:Delivery 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.
      Placed an order on 05/04/025 for a chicken bowl and chips and queso ******. There was barely any chicken in the bowl, and the chips were totally saggy, made a complaint via chat with the chat bot, chat bot did not seem to care.

      Business Response

      Date: 06/09/2025

      On Jun 09, 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.

      Customer Answer

      Date: 06/12/2025


      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:06/04/2025

      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.
      My card was fraudulently used in a chipotle and chipotle will do nothing to determine who did this or where the transaction took place. Im unable to get refunded by my bank from this fraudulent charge without this info. The transaction took place 5/19/2025. Chipotle obviously does not care about fraud and would rather take my money than disclose the details of this transaction, which ubereats did easily. Im fuming and this fraud should not be allowed to happen and be backed by a corporation.

      Business Response

      Date: 06/09/2025

      On May 25th, 2025 an agent reached out to the guest via e-mail and apologized for the experience. On Jun 04, 2025 an agent reached out to the guest via e-mail and informed the guest that they should reach out to their bank to file a chargeback for the fraudulent purchase and provided on free entre offer. We are not able to provide more information on who did this or where the transaction took place.

    • Initial Complaint

      Date:06/04/2025

      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.
      5/14/25 I visited the location ***************************************. I placed a mobile order from the chipotle app. I placed my order for pickup as always and I place my pickup time for 3:40pm I believe. I arrived at 3:35pm and walked over to the pickup counter and there was no order made. So I patiently waited for the line to clear out and then I asked about my mobile order and to my surprise they never even started the order. Now the time is 4:20pm and still no order and at this point I want my money back and cancel the order that was never received by me. I asked to speak to the manager and she refused to speak with me and told the employee to make my order now at 4:40pm and I refused the order. I wanted a full refund and the Manager on duty went into the office and changed my order to delivery and said that it was already picked up. Knowing that I was standing in the restaurant waiting for over an hour for my mobile order. Then as you see in the screenshot of me communicating with the app since its no real customer service. I never received any food or my refund and I believe that is unethical and very unprofessional for a restaurant to steal customer hard earned money and then act as if you were in the right. Also I forgot that no one spoke English which was another reason why I couldnt get any assistance with my problem. I had to leave to pickup my children and I heard the employees laughing at me while I was walking out with no food or money after they stole my lunch money. Im am solely looking for some form of justice because the world needs to know what type of business this is and how its no customer support available and the employee will not assist you, and will try to force you to eat old food that has been sitting out for God knows how long. Then to top it off the restaurant was dirty from the moment you open the door with trash on the floor food on the tables and the serving table messing as if the employees doesnt clean up. I am safer not eat

      Business Response

      Date: 06/09/2025

      On Jun 09, 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 of $12.04.

    • Initial Complaint

      Date:06/02/2025

      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.
      Visited Chipotle in ******** June. The first discovered when I got home about the rice was hard crunchy and the meat was tight as well. Called the called this evening and spoke with one of your representatives and transferred over to someone else without my knowledge. And I was insulted more than helped. I visited your establishment expected. The service that I'm used to was told that at 9 ******** They don't cook any new food. You're getting food that has been left there. But no one told me that before I ordered the food which I think that is completely wrong. All I asked was if I could bring the food back and if they could pre make the food before I get there and we could just do a swap. I was on the phone form.Almost a 1/2 an hour and still nothing else resolved.I'm very, very, very disappointed when I have supported this location since it has been and our Longwood communi will no longer do so and I will make sure I tell all of my family and friends.What I have experienced at this location unacceptable. I do expect a full refund and I still have the food that I purchased 6/1.

      Business Response

      Date: 06/09/2025

      On Jun 09, 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 entre offer to the guest.

    • Initial Complaint

      Date:06/01/2025

      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.
      Location - ************************************************************************************************************* -ordered on ******** Name on order **** ***-**** Friday may ******* 6:44 delivered I have the receipt As well I ordered on DoorDash because I was not able to make it to the store , my order arrived and the chicken was completely RAW. This was the first time I ordered from this location as this is a new location. Im a huge fan of chipotle and this is so disappointing, Im also pregnant so if I were to have ate just this piece of chicken I wouldve become extremely sick and who know the extent of sickness it would have gone too being that Im pregnant as well, the rice was the food was contaminated as well and I have been throwing up and Im afraid the contamination has attributed to my sickness now . Im so disturbed and scared to re order chipotle now because of this . I believe this goes against what chipotle stands for for being freshly made quality food . I also called the store multiple times to get in contact with a manger to let them know about my food and to try to stop them from contaminating others. This has created such a huge fear in my heart to eat raw food anything containing chicken now because of what I experienced especially while being pregnant. Im afraid Im developing a phobia or such now I will need help overcoming . I also tried emailing customer service for ********************** which I had no help. The response seemed like they didnt even care. Didnt even want to ask any more questions. They just said to reach out to the delivery service when the issue was the restaurant itself and the food quality which was extremely disappointing for me to just be brushed off like that.

      Business Response

      Date: 06/03/2025

      I have created a case with our incident specialists. Please keep an eye out at this phone number ************** and this email address ********************************* to be contacted about this experience.

    • Initial Complaint

      Date:05/30/2025

      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.
      Im filing a complaint due to both a consistently disappointing experience with Chipotles portion sizes and the companys complete failure to respond to multiple attempts at communication.On April 30, 2025, I placed an order through the Chipotle app for pickup at their ************ (******, **) location. The order number was M78-9AW. When I got home and opened our bowls, both were so underfilled they werent even halfway full. This wasnt a matter of preference it was visibly and measurably inadequate for what was supposed to be a full-priced meal. It was barely enough food for one person, much less a satisfying or filling meal with leftovers like we used to expect from Chipotle.Additionally, I had ordered a tortilla on the side and was specifically excited to try the vinaigrette, which has received considerable attention online. When I arrived, I was told they were out of vinaigrette no substitution, no heads-up, just unavailable. That was frustrating, especially since it was a key reason we decided to give Chipotle another try.I reached out to Chipotle via their official customer service website on the same day (April 30) to report this issue and ask for it to be addressed. I never received a response. After more than a week passed, I followed up again via their official ********* accounttwice on May 13 and May 16. Still no reply. Its now well over a month since the incident, and I have received no acknowledgment, no resolution, and no compensation.This is unacceptable. Its one thing to have a bad experience, but to be completely ignored through multiple official customer service channels is a clear sign of disregard for customer satisfaction. ******************** is charging premium prices while delivering subpar portions and apparently believes they dont need to address concerns from paying customers.Thank you for your time.

      Business Response

      Date: 06/09/2025

      On Jun 09, 2025 I reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management.

      Customer Answer

      Date: 06/09/2025

      I had requested a refund in my original message and while an apology is appreciated that’s not the purpose of using BBB. If a refund at this point please offer something else that would be similar in value. But this was not acceptable and I would expect customer service to remedy this situation.

      Business Response

      Date: 06/11/2025

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

      Customer Answer

      Date: 06/13/2025

      Nothing further, the issue remains unresolved but the business is not willing to resolve so we can close this case.

    Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.

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