Business Profile

Restaurants

Chipotle Mexican Grill Inc

This business is NOT BBB Accredited.

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Complaints

Name: Chipotle Mexican Grill Inc
Address: 610 Newport Center Dr Ste 1300, Newport Beach, CA, 92660-6413, USA
Telephone: (800) 244-7685

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

Customer Complaints Summary

975 total complaints in the last 3 years.
367 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.

Initial Complaint
Date:05/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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:
AnsweredMore info
Complaint statuses
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
Initial Complaint
Date:05/20/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 went to the Chipotle located at ********************************************* and ordered a honey chicken bowl and a honey chicken burrito in person. Each item was rationed out so the bowl and burrito were half the portions of other Chipotle locations. We left still hungry due to the small portions. Additionally they were out of guacamole so I could not add that to my bowl. After leaving, I read some of the reviews on ****** and it seems that I am not the only one to have the complaints on the small portion sizes at this location. They are scamming every customer by giving less food and making customers pay more money for less food.
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 requested proof of purchase.
Customer Answer
Date: 05/27/2025

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:05/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 sent out a promotional email offering a buy one get one entree voucher for customers who purchased a $40 or more graduation themed gift card. Within 5 minutes, I made that purchase. But I never got the voucher. It seems maybe their system was not set up properly when they sent out the promotional email, as I know people who bought gift cards later in the day and got the voucher. When I contacted Chipotle support to track down my voucher, they told me the voucher was sold out by the time I purchased it. That explanation doesn't make sense given how quickly I purchased after the promotion went out and that other customers received it after I purchased. I have attached screenshots of the promotional email I'm referring to as well as my purchase confirmation email, which demonstrate that my purchase happened 5 minutes after I received the promotional email. I also tried reaching out to Chipotle via ******* and they said someone would be in touch with me, but I've been waiting days to have it resolved there so it's not looking promising. Hoping you can help. This has taken a lot of my time just to try to get Chipotle to be accountable for their error related to their promoted offer. At a minimum, I'd like to get that **** voucher or return the gift card I purchased because of the **** voucher. Thank you!
Business Response
Date: 05/27/2025
On May 27, 2025 I verified that the guest is on our list for guest who did not receive the **** for this promotion. Please keep an eye on your email as these issues are still being looked into and I apologize for any inconvenience.
Customer Answer
Date: 05/27/2025
Chipotle says to hang tight and keep an eye on my email. So it doesn't seem this resolved yet. They seem to acknowledge that they have customers who did not receive the promoted offer. The extent to which this is being dragged out and couldn't be resolved through Chipotle customer service directly is disappointing.
Business Response
Date: 06/02/2025
As of 5/28 all BOGOs have been sent out. Please check your email for the code and if you have any trouble please reach back out to us at 1-800-Chipotl(e) which is ************** or by visiting us at ************************************************* and submitting a support ticket or chatting with us.
Initial Complaint
Date:05/19/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 a DoorDash order for pickup at Chipotle as we were on our way to soccer tryouts for my daughter and her friend. The order came to about $40. After arriving at the restaurant (less than a 5 minute drive from where we were), we were told they did not have the order. I researched in the app to find that ******** had selected a location nearly 20 minutes away and in another city. Because this is fast food and the restaurant had already prepared the order, ******** refused to refund the money. I reordered the food at the location we were in as the girls needed to eat and we wouldn't have time for a FORTY MINUTE round trip. I am a loyal customer, having spent thousands with ******** for my work and personal needs over the last few years. I'm disappointed and frustrated that their poor tools caused me to lose $40. I'm on a single income with three children in a HCOL area, and eating out is still a luxury - though sometimes a necessity. The fact that this MULTI-BILLION DOLLAR company with a billionaire CEO is refusing a $40 refund due to their crappy software is infuriating. I'm appalled at the level of customer service considered acceptable by this organization.
Business Response
Date: 05/27/2025
On May 27, 2025 I reached out to the guest via e-mail, apologized for the experience and let the guest know were not able to reverse transactions made outside of Chipotles systems. To protect their customers privacy, ******** does not share payment information with each vendor/restaurant they work with. As a result, I am not able to reverse a transaction made through their network. I also let the guest know that for further assistance obtaining a refund you will need to reach out to DoorDash directly through the following avenues ****************************** or in the help section of your app or in order history of your DoorDash account.
Initial Complaint
Date:05/19/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 over ***** reward point that they cancelled. They sent me an email one day before the reward point expired. I did not respond until the following day. Their answer was that I was one day late and that all my reward point are cancelled. No previous notices of cancellation were given to me.
Business Response
Date: 05/27/2025
On May 19, 2025 an agent spoke with the guest via phone, apologized for the experience, shared feedback with local and regional management, and reinstated the point to the guests account as a one time courtesy.
Initial Complaint
Date:05/17/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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.
For weeks the app wont open and let you add points for purchases. They know and fraudulently refuse to fix it. There are 100s of complaints per day on the Apple App Store. They are going broke cause in *********** ** like everywhere else they are refusing to even fill the bottom of a bowl w rice and they refuse to even half fill a bowl without charging double for each ingredient. Trash overflowing causing a health hazard always. They are knowingly and purposely refusing people to get points the last few weeks on app. So they dont have to give away free half a** sorry bowls. Scam. I want reimbursement or Ill file a class action lawsuit
Business Response
Date: 05/19/2025
On May 19, 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:05/16/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
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 using the Chipotle App. I saw that the guacamole was not fresh and returned the item and asked for a refund. I was told they dont issue refunds and I need to contact chipotle. I did do that online and *** was assigned my case. He didnt help me and would not refund me the guacamole. He was very rude and unhelpful. I saved a screenshot of how I was treated.
Business Response
Date: 05/19/2025
On May 16, 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 refund of $6.33.
Customer Answer
Date: 05/19/2025

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:05/13/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 **** have already spoken with multiple escalation supervisors, all of whom confirmed that a check request for the remaining $6.56 was approved and submitted. Despite these assurances, I have yet to receive the refund. I have also contacted both ****************************, who I understand is responsible for processing the check, and Chipotle customer service multiple times, with no resolution.This ongoing delay has been extremely frustrating and disappointing. I respectfully request that this matter be prioritized and the remaining $6.56 refund be processed without further delay.I would appreciate written confirmation once this has been resolved.
Business Response
Date: 05/19/2025
On May 12, 2025 an agent spoke with the guest via phone, apologized for the experience, and shared feedback with local and regional management. On May 19, 2025 I reached out to our check request team for more information on this request.
Customer Answer
Date: 05/19/2025
Ive reached out to ** ****** Check Request team multiple times and they informed me that they have not received anything from Chipotle **************** regarding a check request , which I have been told that is submitted it.
Can you please have my $6.56 which is the remaining amount for my order issued as a check request or through an order refund in your system? This is extremely frustrating!
Business Response
Date: 05/27/2025
Previously an email had been sent to the guest about the check request, however, a check will be sent to the guest via mail on 5/27 if action is not taken via email.
Customer Answer
Date: 05/28/2025
can you confirm the address the check is being sent to?
Initial Complaint
Date:05/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
To Whom It May Concern,My daughter ******** visited your ********************************************** location a little before 6:00pm on Sunday, May 11, 2025. She ordered a side tortilla and a burrito bowl with half honey chicken and half steak, brown rice, black beans, mild tomato salsa, chili-corn salsa, cheese, sour cream, and lettuce. The cashier, ****, asked what she ordered, and she said, A burrito bowl with half chicken and half steak. **** asked if it was a double portion of meat, and ******** said no, and the employee on the line who assembled the bowl confirmed. **** said the total came out to $16.54. ******** asked why the bill was so high, and **** said the amount was correct and to simply pay. My daughter asked for a receipt, and when she checked it, she noticed that **** overcharged her $5.00 for extra chicken. She told **** about the error, and **** did not apologize and instead became defensive. She said she could not issue a refund because only the manager can. ******** asked for the manager, and **** walked to the back. When she returned, **** asked if ******** would accept a side of guacamole or queso instead of a refund. ******** said she wanted the $5.00 refund because it was not her mistake. ******** again asked for the manager. **** told her the manager was busy and to have a seat until she was available. ******** saw the manager peek her head out several times and go back into her back office. After waiting for about 15 minutes and being told multiple times that the manager would come out soon, ******** signaled me to come inside at 6:20pm. She explained what occurred, and I asked **** when the manager would be available to issue the refund. **** also told me that the manager was busy and to have a seat. At 6:25pm I asked for the manager again. **** said she was doing online orders and would be out shortly. After another 15 minutes, a polite employee, who identified himself as the assistant manager, apologized profusely and said he also could
Business Response
Date: 05/19/2025
On May 12, 2025 an 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.

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Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.