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

974 total complaints in the last 3 years.
361 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:01/05/2023
Type:Delivery 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.
Yesterday I visited Chipotle in person in the DC area to get a burrito bowl. I ordered a 1/2 &1/2 bowl with chips and guacamole. I noticed my total seemed a little higher than usual ,but I went ahead and paid then asked for my receipt. Once I got my receipt I saw I was charged for double meat. I was furious and went back to let the young lady know I didnt get double meat just 1/2 and 1/2 serving size. Then she and a coworker tells me they charge double meat for 1/2 and 1/2. On the app it does not charge double meat prices for 1/2 and 1/2 so I was still upset and told her I will file a complaint. The day before I ordered from there via Uber Eats and they got my entire order wrong. I asked for medium green salsa and was given pico ******** and the red hot sauce. I dont do well with spice therefore that had to be trashed. Chipotle get it together.
Business Response
Date: 01/06/2023
On 1/4/23 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a free-entree offer (good for any main menu item and valued at $12).
Initial Complaint
Date:01/03/2023
Type:Service or Repair 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.
On 1/3/23, I went to Chipotle at 6:27pm. They said starting with me, the front line is closed and online orders would only be accepted. Um what?Now I remember why I havent eaten at Chipotle in a few years. I tried to submit a comment through chipotle.com, but it wouldnt submit.
Business Response
Date: 01/04/2023
On 1/4/23 I reached ** to the guest via e-mail, apologized for the experience, shared feedback with IT regarding the reported comment submission issue, and requested the restaurant information so I can follow up with the management team.
Customer Answer
Date: 01/07/2023

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. Chipotle still hasn't sent me an explanation, but OK.

Regards,

*******************************
Initial Complaint
Date:01/03/2023
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.
Yesterday, 1/2/2022, at the Chipotle restaurant located at *** ********* ** *** ** ********* ** I placed an online order. I had a gift card with an amount of $25 on it. My order confirmation number was ******* and my total was just under $45. Initially I placed my order and it was shown that the $25 was applied from the gift card then the card was charged and it took the full amount. This is unacceptable and at this point id like the whole amount refunded. I attempted to speak with an agent via the live chat and they did not listen to what I was saying. They kept implying there was no funds on my gift card which was 100% not the case. I was offered a BOGO coupon for use within the next 30 days but, I dont want to go back and i find this to be a lackadaisical attempt at quieting me and brushing me off.
Business Response
Date: 01/03/2023
On 1/2/23 the guest reached out via the live messaging channel, and the chatbot provided a buy-one-entree, get-one-free offer (valued at $12). On 1/3/23 I escalated the guest's case to the Customer Incident team.
Customer Answer
Date: 01/03/2023
That doesn’t replace my money
Business Response
Date: 01/04/2023
On 1/4/23 I reached out to the guest via e-mail, apologized for the experience, and recommended requesting their financial institution remove the overdraft fee.
Customer Answer
Date: 01/10/2023
I do not want a bogo coupon. I don’t want to return to the institution. I wanted a refund. This is crazy.
Initial Complaint
Date:01/02/2023
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.
This is a complaint about Order # **N-2AI placed on 12/15/2022 at ******., ***** ** location.Tried to contact you in different ways: email, ***************** but all those lead to a dead end.How convenient. No one answered, or ****** said there are some technical issues. Wow.Like some of your locations, you are trying to fool customers.Both orders were half empty, missing ingredients and old vegies and under cooked rice.Also there were only a few pieces of meat on one of the bowls.We could not eat the food.See a picture of what we received attached to this message.I need a refund of $21.50
Business Response
Date: 01/03/2023
On 1/3/23 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided two free-entree offer (good for any main menu item and valued at $12 each).
Initial Complaint
Date:12/30/2022
Type:Delivery 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 recently tried to order online and the system said the order did not go through but my card was charged. I complained to a representative that evening and I saw a reversal on my card so I ended the chat. Now the reversal is gone and I am being charged again. I reached out to the service team and they said that I have been compensated enough and that they can't compensate every time an order is wrong but I never received an order.
Business Response
Date: 01/03/2023
On 1/3/23 I reached out to the guest via e-mail, apologized for the experience, and requested additional information to help locate the purchase and to verify that the charge changed from pending to posted.
Customer Answer
Date: 01/03/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and the issue has been resolved.

Regards,

*********************
Initial Complaint
Date:12/29/2022
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.
I purchased two burrito bowels. I scanned my app. Never got the points. Made contact on two occasions. Was told I'd be contacted via email for resolution and was never contacted
Business Response
Date: 01/03/2023
On 12/26/22 a ******** Care agent reached out via e-mail requesting proof of purchase. On 12/29/22 another ******** Care agent reached out via e-mail requesting proof of purchase. On 1/3/23 I reached out to the guest via e-mail, apologized for the experience and requested proof of purchase. If the guest is not seeing these e-mails in their inbox, I recommend checking their spam folder.
Initial Complaint
Date:12/27/2022
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.
My Chipotle app reward for a free side (chips, queso or guacamole) was not honored at checkout at the *********************************************************************** location on 12/27/22 at 1:42pm. I was overcharged $2.65 plus tax. Email correspondence with Chipotle was ineffective as I was told refunds cannot be given when rewards are not accepted at checkout. Chipotle reference #********.
Business Response
Date: 01/03/2023
On 12/27/22 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, let the guest know that funds cannot be returned to gift cards, and verified that the code the guest wanted to use was still available to be redeemed. On 1/3/23 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, confirmed that funds cannot be returned to gift cards, and provided a free chips & guac offer (valued dat $6) to make up for the experience.
Initial Complaint
Date:12/27/2022
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 bought a gift card at the Chipotle store at *********************************************************************** on 12/17/2022. I asked for it to be loaded with $25. When I got home, I noticed that the amount I was charged was $45. I checked online, and that was the amount loaded on the card.I called the phone number on the receipt hoping to speak with someone at the restaurant in order to get the amount changed. I got a recoding, and the recording told me it could not deal with gift cards and I would have to go back to the store.I went back to the store on 12/20/2022. Despite involving a manager, they could do nothing about my gift card problem. They gave me a post-it note with a number to call for assistance. That number was **************.The next day, on 12/21/2022, I called that number. ******** told me she could not change the amount on my gift card because she was not trained in on gift cards, but that she would create a ticket for another department and they would reach me via email to help.They actually did send me an email at 11:40 PM that night that suggested I call ************** for assistance, or send an email to ************************************* I tried the phone call first and was told by **** that they dont have the option to change the amount on my gift card.So then I tried the email address. They sent me many replies saying they were working on it. However, I had indicated to "**** that this was to be a Christmas present, so time was of the essence.Now Christmas has passed and the gift has been given.
Business Response
Date: 01/03/2023
On 12/28/22 the guest's case was moved to the ************* escalations team, and a CC agent reached out via e-mail to let the guest know that the amount of the gift card cannot be altered after purchase and offered four free-entree offers (good for any main menu item and valued at $12 each) to apologize. The agent will be mailing these offers to the guest.
Customer Answer
Date: 01/03/2023

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. I will expect to receive these cards within the next two weeks. If not, I will re-open this complaint.

Regards,

*****************************
Initial Complaint
Date:12/21/2022
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.
On several occasions, I have purchased food from Chipotle's Mexican Grill through Uber (called ********). They have consistently sent incomplete orders with various options missing. The last order was the worst where veggies and cheese were missing from the complete > $100 order. Previous orders missed veggies or cheese in parts of the order. I tried reaching out to customer service but it is managed through an automated system which never lets you enter orders delivered by ******** (which has nothing to do with missing elements).
Business Response
Date: 01/05/2023
On 1/5/23 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and guided the guest to contact ******** as Chipotle is not able to reverse transactions made outside of our systems because ******** does not share payment information with each vendor/restaurant they work with.
Customer Answer
Date: 01/09/2023
While I understand that Chipotle is unable to provide credit regarding incorrect orders made through Ubereats, I do not see how what was suggested ensures future orders nor improves service since Chipotle operates on the other side of the ordering relationship. I can envision future orders being with similar issues and am trying to understand how that is eliminated.
Business Response
Date: 01/10/2023
I want to reassure the customer that I have reached out to the management team regarding this experience and hope an improvement is noticed next time.
Customer Answer
Date: 01/17/2023
What is the guarantee that this will not happen again? I have eaten at Chipotles for years and recently noticed sub par service. We have several local Mexican food groups and I'm wondering why try Chipotles again, when there are others that would value my service. Ubereats can provide a refund but this doesn't repair poor service already received.
Initial Complaint
Date:12/20/2022
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 purchased a meal for myself and wife from Chipotle's online ordering for pickup in the greater *********** area. While food was given, it was not what was ordered, substitutions were made without consent and key ingredients missing all together. I order a chicken burrito and splurged to get guacamole and queso, none was provided. My burrito was filled with brown rice and black beans exclusively. Note I asked for white rice and pinto.The meal in total was $28 and while this is a small amount, I am filing this complaint on my issues resolving a refund (note it is not for compensation as I am handling that with my credit card company).My complaint is because 1) Chipotle does not provide a request for refund via their automated online portal.2) Chipotle does not provide nor seem to have a customer service phone number.I believe these decisions have been made intentionally to adversely impact customers. By making the barrier to seek refund for subpart food and experience, customers will "let it go". This is exploitation that negatively impacts Americans. All deserve an opportunity to seek compensation without unreasonable difficulty.
Business Response
Date: 12/20/2022
On 12/18/22 the guest reached out via the live messaging channel, and our chatbot Pepper provided a free-entree offer (good for any main menu item) and a buy-one-entree, get-one-free offer, a total combined value of $24. On 12/20/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, shared the 1-800-Chipotle ************* phone line with the guest, and refunded the order.

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Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.