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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 579 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:05/01/2025

      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.
      This complaint is about a particular chipotle location located at ********************************************I've been to this chipotle many times in the past and each time the portions get smaller and smaller. However, the recent visit I had after a few years of not eating chipotle reminded me of why I stopped eating chipotle in the first place.I don't know if the franchise owner or manager at this location is living in some apocalyptic world where food has to be rationed out. To sum it up my experience, I got a bowl where the employee gave me 1 and half scoop of white rice, 1 tong grab of barbacoa (around 3 small clumps), and the rest of the ingredients were also portioned like they were the last of their kind; it was ridiculous. I also got a bag of chips, not worth mentioning, because it pretty much didn't even exist with the amount of chips I got in that ********* wasted on two bowls that had less content then some happy meal.

      Business Response

      Date: 05/07/2025

      On May 07, 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: 05/08/2025


      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:05/01/2025

      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.
      On April 18, 2025, I had a catering order scheduled for pickup at 5:00 p.m. for a training session involving ********************************************** advance. When my staff member arrived to pick it up, she was told at the drive-thru that there was no record of the catering order. She went inside, where staff confirmed the order but said it was not yet ready.She waited 20 minutes, checked in again, and was told it would be another 1015 minutes. She remained in the dining area, which was filling up rapidly due to apparent understaffing. After another 30 minutes with no update, she expressed concern about the delay. The food was finally provided after more than an hour of waiting.I called the corporate office the same evening to report the issue and request a refund. I was told the local store would follow up. As of today, May 1, 2025two and a half weeks laterI have received no response or resolution from the location or corporate office.Desired Resolution:I am requesting a full refund for the catering order due to the unacceptable delay and lack of communication. I also urge this location to review its catering procedures and improve communication with customers and corporate. At this point, I do not intend to place future catering orders with this business.

      Business Response

      Date: 05/07/2025

      On May 07, 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 for the order.

      Customer Answer

      Date: 05/08/2025


      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:04/29/2025

      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 had called in an order to them around 11:23 am this morning. They said it would be ready by 11:40 pm. I went to pick it up and they could not find the order. I asked if I could come inside the restaurant to order it because I was at the pickup window. When I did come in, the employee didn&#**;t understand what I wanted and she could not understand me. The employee I spoke to at the window came around and said I was supposed to have an email confirmation and I told her I didn&#**;t get it. I told her on the phone that it was there. The employee said they didn&#**;t know their phone number. They were doing everything they could not to service me. I do want to be double charged for this order.

      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.

    • Initial Complaint

      Date:04/25/2025

      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.
      The Chipotle in ********* was the dirtiest restaurant Ive been in, in a long time. After beginning our order we were informed they were about out of food and didnt have half the item we ordered. They turned away 50+ people while we ate. They were out of receipt paper and said they were too busy to get more therefore there was no way for me to get a receipt. Id like half my money back since they didnt have half the items I ordered on my entree. When asked if they had any of the items at the other counter of food they told me even if we did we wouldnt give it to you because we have a catering order. I will Email pictures to the manager but would like follow up.

      Business Response

      Date: 04/28/2025

      On Apr 25, 2025 an agent reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management. On Apr 28, 2025 I reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management as well.

      Customer Answer

      Date: 04/28/2025

      I am requesting a partial refund. I requested it in an email as well, and was ignored. 

      Business Response

      Date: 05/05/2025

      On Apr 29, 2025 I provided two free BOGO offers to the guest.

      Customer Answer

      Date: 05/06/2025


      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:04/24/2025

      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 gone to this Chipotle branch multiple times and Ive been a customer for awhile. The last order I had contained two burrito bowls and 2 orders of chips. When I tried the meal not only was the chips stale, but the portion size was tiny and I addressed this issue through the app and I was informed that I would be reimbursed the whole order by crediting my account for those items, but I would have to use it one by one. What that means is I would have to do 1 order at a time that is including the chips would have to be separate as well. When I tried to redeem one of the burrito bowls the app kept giving me an error stating that Im missing an item, I tried multiple variations and nothing was correct. I tried burrito bowls and it said I was missing something even though its exactly what I ordered the last time. I tried adding two of them and that was wrong as well and now the redemption has been expired. I tried to reach customer service through the app and it wouldnt let me and it was ridiculously frustrating. After about the 4th attempt to reach someone it seem like it was a robot, did not ask me anything just gave me a automated message and did not respond after which it just disconnected me from the chat. This is pathetic for such a big company to not even have an employee that even cares about the customers. Im more then disgusted by this experience and will gladly voice my opinion on this matter because I know Im not the only one dealing with this disgusting customer service.

      Business Response

      Date: 04/28/2025

      On Apr 28, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, voided the original offers, and provided a full refund in the amount of $33.82.

    • Initial Complaint

      Date:04/21/2025

      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.
      Date of transaction April ******* I am writing to formally express my deep dissatisfaction with a recent experience I had at the Chipotle location in ***********. I placed an online order totaling approximately $30, only to receive an entirely incorrect meal. Not a single item in my order was correct, rendering the entire purchase useless.When I attempted to resolve the issue by speaking with the on-duty manager, I was met with an unhelpful and dismissive attitude. The only offer of compensation was a drinkan offer that is both insulting and unacceptable given the extent of the mistake. To add further frustration, I was informed that no refund could be issued, despite the error being entirely on the restaurants part.This level of customer service is beyond subpar. It is unacceptable for a national chain like Chipotle to not only refuse to correct its own errors, but to also fail to provide any real accountability or resolution. As a paying customer, I find this experience both disrespectful and completely unprofessional.I will no longer patronize Chipotle and will actively share my experience to warn others of the lack of customer care, accountability, and integrity displayed by your Druid Hills location. I trusted your brand with my time and money, and both were wasted.I expect a response to this complaint and a full refund for the order. If this is not possible, I will escalate my concerns further through appropriate consumer channels.

      Business Response

      Date: 04/25/2025

      On Apr 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 full refund for the order.

    • Initial Complaint

      Date:04/16/2025

      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.
      Chipotle is scamming customers. They have a reward program in the app but any time I redeem a reward, it's missing from my order and now they refuse to refund missing items from my order. Also there is 1/3 less food in to go orders than if you go in the store, which is scamming a large percentage on purpose and has been noticed by many many people with evidence. Lastly if you have a balance on a gift card, the app will not allow you to use your gift card and gives the same error message every time. This is a scam

      Business Response

      Date: 04/21/2025

      On Apr 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 four **** offers and one free side of queso offer. I was also able to see that part of the order was paid with a gift card so it may have been a temporary error cause issue with the gift card.

    • Initial Complaint

      Date:04/16/2025

      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.
      On April 3rd, 2025, I ordered a vegetarian bowl from Chipotle (~$15) and found pieces of beef in my bowl. Since I am religiously vegetarian, I could no longer eat my food. I filed a complaint with Chipotle and they offered me a free bowl to make up for it. On April 15th, 2025, I used the free bowl offer and ordered another vegetarian bowl at the same Chipotle location. I found pieces of beef or other meat in my bowl again. This type of cross-contamination is unacceptable and if it has happened to me multiple times in the last 2 weeks, it is definitely happening to other people. I've had a terrible experience dealing with this and better food safety measures need to be taken.

      Business Response

      Date: 04/25/2025

      On Apr 15, 2025 an agent 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.

      Customer Answer

      Date: 04/26/2025

      I would like more compensation and see a better effort to make sure this never happens again.

      Business Response

      Date: 04/28/2025

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

      Customer Answer

      Date: 04/29/2025


      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:04/16/2025

      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.
      Hi there,I visited your location today and was pretty unsettled by what I experienced. One of the female employees (heavy overset/wears glasses)possibly the managerwas repeatedly coughing while preparing my order. While she did cover her mouth with her arm, she was coughing in the direction of the grill area, which made me feel uncomfortable and unsure about the safety of the food.I left feeling confused and dissatisfied with the overall experience. Given the circumstances, is there any way I can receive a refund or compensation for my order? I didnt feel confident raising the issue in person, especially since she appeared to be in charge.

      Business Response

      Date: 04/21/2025

      On Apr 11, 2025 an agent reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management. On Apr 21, 2025 I reached out to the guest via e-mail, apologized for the experience and requested proof of purchase.

    • Initial Complaint

      Date:04/14/2025

      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.
      Restaurant Name: ********* Restaurant City: *********, ** On April 1, 2025 @ 8:45pm, my family and I visited Chipotle and ordered 2 rice bowls & a burrito. Unfortunately, every single item contained overcooked, soggy rice that rendered the meals completely inedible. As regular customers who frequently enjoy ********************, we were very disappointed by the quality of the food. Additionally, I observed a very concerning food safety issue during our visit. I watched one of the cashiers handle both the register and food without changing gloves. Specifically, he took payments from customers at the register, then immediately went back to preparing food, using the same gloves to grab ingredients like lettuce and cheese with his hands. This is unsanitary, unprofessional, and shows a serious lack of proper food safety training. I contacted Chipotles corporate office to report the issue. A representative by the name of Baby ****, responded via email and placed a Buy One Get One Free (BOGO) coupon on my account as a form of compensation. I replied to explain that the rice made the bowls completely inedible and they had to be thrown away. I requested a credit to my account for the 3 items, since I paid for items that could not be eaten. In response, I was told that Chipotle does not offer refunds/credits simply because the food isnt perfectly satisfying. I then requested to speak with a supervisor regarding the situation (on April 2, 2025) and I have not received any follow-up or communication from Baby **** or a supervisor, despite multiple attempts to follow up myself. I find this unacceptable and unprofessional, especially given the circumstances. I would like a full refund or a credit on my account to replace the three items that were not edible. I also strongly urge that Chipotle address the sanitation practices at this location and implement better employee training to prevent cross-contamination.

      Business Response

      Date: 04/21/2025

      On Apr 1, 2025 an agent reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management. On April 2, 2025 the agent provided a BOGO offer that was redeemed by the guest on April *******.

      Customer Answer

      Date: 04/21/2025

      I reject Chipotles response regarding the resolution of my complaint. The offer of a single Buy One Get One Free (BOGO) entre does not adequately address the issue, nor does it come close to the original value of my purchase, which was approximately $30. The compensation offered valued at around $9 is insufficient considering that multiple entres were made incorrectly.
      Furthermore, during my visit, I witnessed and personally experienced unsanitary food handling practices. Specifically, the same employee who was handling payments was also preparing food including mine using their bare hands. This is a clear violation of basic food safety standards and adds another level of concern beyond just the incorrect order.
      As a loyal and frequent customer, I find this resolution to be not only inadequate but also dismissive of my experience. I am not necessarily requesting a monetary refund, but I do believe it is fair to expect a credit equivalent to the value of the original order such as vouchers for three entres, or something comparable.

      Additionally, I recently utilized a BOGO offer on April 17th, which resulted in me spending more money with Chipotle while still awaiting a full and fair resolution of the previous issue. This ongoing lack of appropriate response reflects poorly on Chipotles commitment to customer satisfaction and good business practices.


      Again, I do not accept the current resolution, and I request that Chipotle reconsider and offer a compensation that aligns with the value of the original order, the inconvenience caused, and the unsanitary practices I observed.


      Business Response

      Date: 04/25/2025

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

      Customer Answer

      Date: 04/28/2025

      I do not accept the response from Chipotle because the business response did not provide any type of resolve. It stated that they would work with customer service. Which does not resolve or address my direct concern/issue.

      I reject this response.

    Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.

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