We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Restaurants

Chipotle Mexican Grill Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

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

Find a Location

Chipotle Mexican Grill Inc has 578 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/12/2025

      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.
      The driver stole my food and chipotle needs fo refund me Its disgusting they allow people to steal food and not compensate the refund My confirmation number is 78I-DA4

      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.

    • Initial Complaint

      Date:05/07/2025

      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 the Chipotle app and when I got to the restaurant they had run out of rice and I did not receive my order.Chipotle not only made me wait there to then tell me they couldn't do my order, they never gave it to me and they refuse now to refund it

      Business Response

      Date: 05/12/2025

      On May 12, 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.

      Customer Answer

      Date: 05/12/2025

      Not satisfied based on how much time they made me lose, they could have alerted me and not make me wait for the order. Secondly, as I never received my food and was charged, I contacted them for a refund via the app several times and they completely disregard my request, refunding me for an order I never received is the least expected.

      Business Response

      Date: 05/19/2025

      On May 12, 2025in addition to the full refund I provided a free drink offer to the guest.

      Customer Answer

      Date: 05/21/2025

      I'm not interested in ever going back to Chipotle so I don't need a free drink. I asked for $60 of compensation due to my lost time in this whole ordeal, still to this day, Chipotle did not advise why I had to elevate this issue to the BBB to get my money back for food that I never received.

    • Initial Complaint

      Date:05/06/2025

      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.
      Was served by **** who didnt know the difference between the vinegar and the Green chili salsa therefore proceeded to give me the green chili salsa. **** was overcooked under seasoned. the whole bowl was soggy and itself there was no salt in existence. The guac wasnt given as a full scoop but half a scoop and beans were cold and undercooked. chicken was under season, still pink and cold.

      Business Response

      Date: 05/12/2025

      On May 12, 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:05/06/2025

      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 visited the **************************** on May 6th. I wanted to cash out Chipotle gift cards that had a balance of under $10. I informed them that I had five. After a long wait, the manager told me that per company policy she can only cash out one. I reminded her that this was not correct. Per California state law they did not specify a limit but she claimed that the limit is only one. I told her that I understood what she said and to issue me the refund for one card then she claimed that I was giving her attitude refused to help

      Business Response

      Date: 05/12/2025

      On May 12, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a link to the website where the guest can receive money back for their gift cards.

    • Initial Complaint

      Date:05/06/2025

      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.
      Bought my son lunch on Tuesday 4/29 and grabbed a side vinaigrette for the burrito. When he opened up the container of the vinaigrette, there was a pill inside. Chipotle hasn't shown any urgency regarding this matter and instead of trying to figure out what this pill is, they loaded 2 free entree's in my app. Shocked they're not trying to figure out what this pill is.

      Business Response

      Date: 05/08/2025

      On May 01, 2025 an incidents specialist called the guest, apologized for the experience, shared feedback with local and regional management, and provided the guest two free entre offers and a refund.

      Customer Answer

      Date: 05/08/2025

      They did call, issued a refund, and gave 2 free entrees on the app yet the lack of wanting to figure out what this pill actually was, is alarming.  They said nobody working there is on medication and the product is made daily so they're not sure how it could have happened.  My concern is my son, and a lot of his *********** classmates, get food from this specific Chipotle all the time.  What is being done to make sure this doesn't happen again and potentially ***** a child or anyone for that matter?  Why isn't Chipotle taking this seriously just for the simple fact that they don't know what this pill is and they're not sure if it could be harmful?  It could be nothing, it could be something very dangerous.  Either way, in no way should there be a pill found in a sauce that gets made every day.  

       

      How about Chipotle tells me what lab to take this pill and vinaigrette to for testing rather than 2 free burritos?  It's not about the money or the food. It's about the safety of the food they're selling to the public. 

      Business Response

      Date: 05/12/2025

      On May 12, 2025 I reached out to the incident specialist on this case. They will reach back out to the guest. Please keep an eye out at this phone number ************** and this email address ********************** to be contacted about this experience.

    • Initial Complaint

      Date:05/06/2025

      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.
      On May 2, 2025 around 12:30PM and order some food. I notice one hour later I started feeling very bad and my stomach began to bubble. I call the restaurant and ask to speak to manager and the employee told me that he would give a message to the manager to call me back. I call my doctor and told them what had happen and she told me that had food poison. I paid a total of $32.00. I would like a full refund of the $32.00 and an apologize from the manager.

      Business Response

      Date: 05/12/2025

      On May 12, 2025 I created a new 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:05/06/2025

      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.
      The problem of small portion sizes is still present - and worse than before.And when I showed that to the manager on duty his attitude was terrible.Sunday 5/4/2025 about 5:30 pm.Order B83-1AC ********************************************* On Sunday 5/4/2025 I ordered two chicken bowls (both the same) to use a free entre offer that Chipotle provided from a previous portion size complaint (and I paid for the other bowl $9.92).When I got home I was frustrated to see one bowl was 3/4 full, and one bowl was barely half full (and missing the black beans that I had ordered on both).The 3/4 full bowl weighed 15 1/2 oz, while the half full bowl weighed only 11 7/8 oz !!When I went back to the store to show the manager in person - he was not interested.He repeatedly said that both bowls were full servings and he was not going to replace them.If I had any complaints to "go to the website" he was not going to do anything.And when I asked for his name all he said was "****". He would not give a last name.This service is terrible.I am looking for a refund of my last purchase of $9.92 as I will not be ordering from Chipotle again.

      Business Response

      Date: 05/12/2025

      On May 12, 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 entre offer.

    • Initial Complaint

      Date:05/05/2025

      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.
      On May 5, 2025, I tried multiple times to redeem a code (Cinco25) for free chips and queso with an entree order on the Chiptole app. Each time I tried to checkout the following error message appeared "unable to process your request". I contacted Chiptole customer service (via the app since it was the only way to redeem the free items) and ******* responded by stating "your concerns have been properly documented to help prevent this from happening again in the future". and ended the chat. Not only was my issue not resolved but ******* was rude and unprofessional.

      Business Response

      Date: 05/12/2025

      On May 12, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided one offer of free chips and queso.

    • Initial Complaint

      Date:05/04/2025

      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 the Affiant in this matter. I make this affidavit voluntarily and based on my direct experience involving the Chipotle Mexican Grill located at ************************************************************************************ or around November 2024, I was denied service at the aforementioned Chipotle location under the false pretense that I had been trespassed from the premises. This claim was made by the stores employees and persisted over multiple visits.Following the initial incident, I personally contacted and confirmed with both the ******************************* and the Daytona Beach Police Department that no active trespass order existed against me at any time. I have never been issued a trespass warning, nor have I committed any act that would warrant such action.I am a vegetarian with a strict dietary regimen. On the initial day of conflict, I requested freshly cooked vegetables because the ones served were visibly undercooked. The employee refused my request and insisted the raw vegetables were fully cooked, expressing visible attitude and unprofessional conduct.Shortly thereafter, I was informed that I had been trespassed a fabrication without basis or due process, as confirmed by law enforcement.Since that incident in November 2024, I have attempted to patronize the location numerous times, only to be turned away without cause, while other times I was allowed to order food, depending on the employee present. This represents a discriminatory and inconsistent pick and choose practice of service denial.On May 3, 2025, I again visited the same Chipotle location and was told by an employee that I could not be served. I calmly explained that I had verified no trespass existed. After some resistance, I asked the employee to escalate the matter to a supervisor. The supervisor, upon reviewing the facts, admitted I could be served and reversed the denial further proving the arbitrary nature of how Ive been treated.

      Business Response

      Date: 05/08/2025

      On May 05, 2025an incidents specialist reached out to the guest via email to provide more information.

    • Initial Complaint

      Date:05/01/2025

      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.
      Good evening. I hate to complain. But considering the price of food and take out I think the Quality of chipotle restaurant which i was a customer 05/01/2025 @7:34 order #*** total Spent $19.96.The 1st the young lady that first greeted me was very nice and everyone in the establishment, but the problem for me was the preparation station was filthy it was old food on the serving line there was nothing in the containers and she was just preparing what was left in the pan or insert. No harm done I think if I can see what you are serving me shouldn't meet the eye just like the commercials no matter what the cost. *****?

      Business Response

      Date: 05/05/2025

      On May 05, 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.

    Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.