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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:05/29/2025

      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 had several issues with a chipotle location from undercooked food, missing items, and hair in my food. My hair is reddish/brown and straight and the hair in my food was black and curly. I reached out to chipotle online and juliex ended the conversation on me while I was actively typing. I reached out 3 more times asking to be transferred to a supervisor immediately and was told they would let the store know but they couldnt do anything for me. This is a food safety issue and they cant compensate every time an order isnt satisfying..THERE WAS A HAIR IN MY FOOD! Thats not just unsatisfying thats a health issue! Clearly reaching out to corporate doesnt do anything because this is multiple experiences. Ive tried different locations but I live 40 minutes away from this location and would have to drive nearly an hour to the next location. The location should be shut down with the frequency of issues.

      Business Response

      Date: 06/03/2025

      On Jun 03, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a refund of $11.99.

    • Initial Complaint

      Date:05/28/2025

      Type:Customer Service 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 was verbally assaulted by your employee. I was not given a refund or any other compensation for this situation. Someone from the ********, ** office called me and never reached back out to me. I am looking for compensation.

      Business Response

      Date: 06/02/2025

      I have notified the incidents specialist on your case. Please keep an eye out at this phone number ************** and this email address ***************************** to be contacted about this experience.

      Customer Answer

      Date: 06/07/2025


      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.

      Regards,

      ** *******

       

    • Initial Complaint

      Date:05/28/2025

      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 had a terrible experience at this chipotle *************************************************** the staff there was short. The guy doing the first line of work kept saying he cant do full portions because didnt want the guy to say anything. I then was charged for guac and didnt get then I was redeeming my bowl and the cashier tells me they cant spilt the 2 bowls like what if I was paying separately. Then I went back to get tomatoes because they didnt have any and they tell me I need to pay I said ok no problem really unfair because they were out of something so why pay. That restaurant has an abundance of flies. Soda machine filled and very yucky. I would never want to eat from there again .

    • Initial Complaint

      Date:05/27/2025

      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.
      Ordered a guacamole bowl and there was peices of a dish rag mixed into my guacamole.absolutely disgusting.

      Business Response

      Date: 06/02/2025

      On Jun 02, 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.

    • Initial Complaint

      Date:05/26/2025

      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.
      too few food and app bot doesn't care

      Business Response

      Date: 05/27/2025

      On May 27, 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 BOGO offer to the guest.

    • Initial Complaint

      Date:05/26/2025

      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.
      Placed a mobile order and came in the restaurant to wait for it. A young man comes in off the street behind the counter doesnt wash his hands or wear gloves and starts preparing my order. I tell the manager I dont want the order due to unsanitary conditions and she says nothing. I email support and nothing. I get a call from the districtmanager who claims hes adding free items on my account which never happens

      Business Response

      Date: 05/27/2025

      On March 8, 2025 an agent 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. On March 14, 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. On May 27, 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 to the guest.

      Customer Answer

      Date: 05/27/2025

      This was my first time visiting your company and I have to say it was the worst. Allowing an employee to come off the street not wash his hands and no gloves is unacceptable. Even after bringing it to the manager on duty she wasnt even bothered. Multiple emails to customer support and still nothing. We drove an hour and a half to visit Chipotle and left with nothing. As of 5/27/2025 I have received no free entrees 

      Business Response

      Date: 06/02/2025

      On May 27, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided 2 free entre offers via the account under email address ***************************. If you are not able to see the offers in your account please go to the "personal and preferences" section of your account and verify you are signed in to the correct account.

    • Initial Complaint

      Date:05/26/2025

      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.
      I am writing to follow up on a refund issue related to my recent online order (Order #***-3AR), which was fulfilled incorrectly and missing several items. While I was initially issued a partial refund of $25.69, the total cost of my order was $32.25 leaving a remaining balance of $6.56 still owed to me. I have already spoken with multiple escalation supervisors. My order was incorrect and this is unacceptable! This ongoing delay has been extremely frustrating and disappointing. I respectfully request that this matter be prioritized and the remaining $6.56 refund to be processed without further delay. I would appreciate written confirmation once this has been resolved.

      Business Response

      Date: 05/27/2025

      On May 27, 2025 I let the guest know via the BBB that an email was sent about the check request and if the guest did not take action via the email then a check would be mailed to the guest on 5/27.

      Customer Answer

      Date: 05/27/2025

      This is NOT True at all. I have not received a check request via email at all. 
      Can you please confirm the email it was sent to? Also, can you please confirm the address the check is being mailed too?

      Business Response

      Date: 06/02/2025

      I am not able to provide the email address or address the check is being mailed to but if you would like to provide your email address and the address the check should be mailed to I can verify that they match in our system.

      Customer Answer

      Date: 06/02/2025

      Can you please confirm if the check has the information below? Also, how long will it take to receive?

      Aaron Walker

      400 SW 1st Ave Apt 2501 Fort Lauderdale, FL 33301

      Business Response

      Date: 06/16/2025

      I can confirm that is the address the check was sent to. It can take up to three weeks to receive those checks and they are sent via US mail.

      Customer Answer

      Date: 06/17/2025

      It takes 3 weeks for USPS or UPS mail?

    • Initial Complaint

      Date:05/23/2025

      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 am filing this complaint regarding a recent and unresolved issue with Chipotle Mexican Grill at their *************** location in ************, **. On May 8, 2025, I placed an order through Chipotles app that included guacamole, for which I was charged an additional fee. Upon receiving my order, the guacamole was missing.I initially submitted a complaint through Chipotles Pepper feedback system and received no resolution or refund. I then followed up with Chipotles customer care via email, submitting proof of purchase and clearly detailing my concerns. Despite these efforts, the company refused to issue even a partial refund or reasonable compensation (such as reward points), citing a policy of not offering compensation every time an order isnt perfect.This response is unacceptable for several reasons:Overcharging I was charged for an item I did not receive, which constitutes misrepresentation and unfair billing.Deceptive Advertising The app allowed me to order and pay for guacamole even though it was apparently unavailable.Poor **************** I had to make multiple attempts to resolve a basic issue. Chipotles representative acknowledged the concern but ultimately closed the case without escalation or remediation.Refusal to Escalate I explicitly requested that the matter be forwarded to a higher authority or management level, but was denied a proper escalation.I believe this situation demonstrates not only a lack of accountability on the part of Chipotles customer service team but also a systemic failure to ensure fair and transparent transactions with consumers. I am asking for a full refund because of the lengths I have needed to go to in order to resolve this unfair charge.

      Business Response

      Date: 05/27/2025

      On May 27, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a free side of **** offer.

    • Initial Complaint

      Date:05/21/2025

      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.
      Good afternoon I wanted to notify chipotle of the big mess they created on Friday from a simple order. I did an online order last Fridayto have food delivered. They did not deliver to my house but delivered to another house took a picture of it and when I tried to contact them, the phone and all I could hear was a radio playing in the background. I contacted Pepper via the chipotle app to report the issue. Theydid refund me my money. I went ahead and re-ordered another chipotle bowl only to get something full of burnt meat and halfway full this is ridiculous for people their money paying extra to be delivered to just get the quality of food that I received something needs to change with the location. You shouldnot ever deliver any food that looks like this

      Business Response

      Date: 05/27/2025

      On May 16, 2025 an agent spoke with the guest via chat, apologized for the experience, shared feedback with local and regional management, and provided a full refund of the order. On May 27, 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 BOGO offer for the additional issues.

      Customer Answer

      Date: 05/27/2025

      I received a full refund because you delivered the first order to the wrong house. I got an email saying I was getting a refund. I got no email in regards to any apology the DoorDash or when I called listen and didnt say anything and I did not get any Bogo anything you guys need to do better service? No one is paying for burnt food or food delivered to the wrong house.

      Business Response

      Date: 06/02/2025

      Guest was able to locate the email/BOGO and the free BOGO offer was redeemed on 5/29/2025.

    • Initial Complaint

      Date:05/21/2025

      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.
      You employees are rude and nasty. Ive had a on going issue with the same chipotle. I called customer service months ago and requested that the general manager call me 3 times. No one ever called. I had an issue today and called in to request the district manager. There was a language barrier and I requested a supervisor. ****** ****** answered. She was horrible kept interrupting me and talking over me . She hung oluo on me while I was asking a question. I called back in and had to battle with your customer service *** to get another supervisor to complain about the issue. But just my look it was ****** agai and she started talking over raising her voice. I asked for a higher manager or someone in the us and she said no then hung up again. I want to speak to someone at corporate and the district manager on the phone

      Business Response

      Date: 06/02/2025

      On Apr 28, 2025 an agent spoke with the guest via phone call, apologized for the experience, shared feedback with local and regional management, and provided 1 free drink offer, 1 free entrée offer, and one free BOGO offer. The free entrée offer was redeemed on 5/1/2025 and the BOGO offer was redeemed on 4/29/2025. On May 21, 2025 an agent spoke with the guest via phone call, apologized for the experience, shared feedback with local and regional management, and provided one free entrée offer. The free entrée offer was redeemed on 5/23/2025. On Jun 02, 2025 I reached out to the district manager of the location to le them know of the guest request for a phone call. I cannot guarantee if or when they will call but please keep an eye out on phone number (561) 281-0998.

      Customer Answer

      Date: 06/02/2025

      those agents were rude and this incident has happened 3 times since then. Once while the district manager was present . I asked for a phone call from corporate I don’t want any free  stuff.

      Business Response

      Date: 06/03/2025

      I have reached out to the district manager of the location to let them know of your request for a phone call. I cannot guarantee if or when they will call but please keep an eye out on phone number (561) 281-0998.

      Customer Answer

      Date: 06/04/2025

      I would also like to speak to someone at corporate so we can prevent this from happing again. The employees are literally yelling at customers and attempting to charge them extra 

    Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.

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