Complaints

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

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Chipotle Mexican Grill Inc has 579 locations, listed below.

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  Chipotle Mexican Grill Inc

  610 Newport Center Dr Ste 1300 Newport Beach, CA 92660-6413

• 

  Chipotle Mexican Grill Inc

  5880 W. Thunderbird Road Glendale, AZ 85306

• 

  Chipotle Mexican Grill Inc

  11 W Washington St Phoenix, AZ 85004

• 

  Chipotle Mexican Grill Inc

  2300 Harbor Blvd # 147 Costa Mesa, CA 92626-6250

• 

  Chipotle Mexican Grill Inc

  919 Pearl St Boulder, CO 80302-5108

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:12/18/2022

  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.

  Location: ******************************************************************** Date: 12/19 Time: 7:45-815PM A cashier named ****** at this store physically provoked me in a distasteful and disrespectful manner by throwing/shoving my bag of food at me after completing my form of payment.I come to this location frequently as we are local residents just 7 mins down the road. I always order the same thing for me and my husband. I ordered half chicken half steak bowl along with half chicken half barbacoa burrito. When melody rang me up the total came out to *****. I questioned why my total is too high and informed her of what I ordered and that Im sure it shouldnt be that amount. She processed to fix my total amount and completely my order. Once she was done she shoved my bag so hard, I had to catch it before it fell and proceeded to look at me in a look that shows she wanted me to become irate. I went outside and informed my husband that I needed him to go in and ask for a manager. He was told that the manager, *****, was in the bathroom. We waited 10 mins and ***** never came to speak with my husband about this incident. Until we left, then we saw him come to the front. I called the store and ***** did not help, did not care. Im submitting a formal complaint as workers who purposely provoke physical violence should not be allowed to work in your establishment. ****** was also proud and boastful about her actions as my husband walked in, laughing with the other teammates about the situation. I want the cameras reviewed and I want her to be let go. It was absolutely disgusting to be in a position like that and be disrespected and then brushed off my management. I submitted a complaint through the chipotle app as well with my receipt

  Business Response

  Date: 12/19/2022

  On 12/19/22 a ******** Care agent reached out via e-mail, apologized for the experience, shared feedback with local and regional management, an provided a buy-one-entree, get-one-free offer (valued at $12). On 12/19/22 I escalated the guest's case to the ******** Incident team for follow-up.

• Initial Complaint

  Date:12/17/2022

  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.

  I placed an order at Chipotle Mexican at ********************************************************, on 12/17/2022. The amount was $16.81 for a pick up.INFO BELOW IS Cooperate.#D422C Chipotle Mexican **************************************************************************************** ************** I placed an order at Chipotle Mexican at ********************************************************, on 12/17/2022. The amount was $16.81 for a pick up. Within ONE MINUTE after ordering my food, we called ************ store to cancel. The store told us that they did NOT receive our order so therefore our order was not made yet. They told us that they can not cancel, but to go on the website or APP and click the "help" button for live help. I did that and immediately was connected to someone. I told them that I needed to cancel my order. I was told they THEY couldn't do anything and that I had to call the store. They said if they cancelled my order the penalty was $16.81.Round and round we go. I told the person on the other end that I will be disputing this charge with my credit card company. I am not necessarily seeking a refund, I will be happy with a $16.81 a credit. The order was never made regardless of what they are going to respond with. They were alerted that this had to be cancelled due to foreseen circumstances.

  Business Response

  Date: 12/19/2022

  On 12/19/22 I reached out to the guest via e-mail, apologized for the experience, shared that were not able to reverse transactions made outside of Chipotles systems, and directed the guest to UberEats, which received payments and can process a refund.

  Customer Answer

  Date: 12/19/2022

  I called Uber Eats and THEY told me to call ************ store. I called ************ store and they told me to call Uber Eats.

  Since you are in partnership with THEM wouldn't it be best for YOU called to straighten this out?  

  I cannot seem to get help from anyone because everyone keeps passing the buck.

  Thanks

  Business Response

  Date: 12/19/2022

  Unfortunately Chipotle is not able to reverse transactions made outside of Chipotles systems. To protect their customers privacy, UberEats 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 and do not have access to see what the payment information is. For further assistance obtaining a refund you will need to reach out to UberEats directly at https://help.uber.com/ubereats.

• Initial Complaint

  Date:12/15/2022

  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.

  On 12.15.22 the Chipotle restaurant had signs posted that they do not accept cash. I believe that it is a requirement by law to accept cash since it is legal tender for payment for services. The only way to be able to purchase food, according to the conversation I had with the employees who were preparing food, was to use some sort of electronic payment. I have seen the no cash signs posted multiple times over the last two years when visiting this establishment. If the acceptance of cash is not required by federal or state law, I would still like to make a complaint that this establishment is discriminating against the unbanked citizens.

  Business Response

  Date: 12/16/2022

  On 12/16/22 I created a case and escalated it to the Customer Incident team.

• Initial Complaint

  Date:12/11/2022

  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 was over charged for an order at Chipotle and I want my money back, I think the staff is up to something. This is the second time they have run some type of game on me. Why I went back I dont know but I will never go back. There customer service ****. They charged me $45.87 for 2 burritos and a Quesadilla. Then they charge me for a type of steak without warning me it would be more. I swear they doing something I just cant put me finger on it. They are over charging on purpose. I just got almost the same thing from College park Chipotle and its a $25 difference.

  Business Response

  Date: 12/16/2022

  The guest provided a receipt that shows a garlic guajillo steak bowl for $13.15, a garlic guajillo steak quesadilla with extra chicken for $13.70, and a steak bowl for $11.40. The subtotal comes to $41.70 + $4.17 tax for a $45.87 total. Garlic guajillo steak is a limited time option and costs more than the regular steak. Signage is posted reflecting this price difference. If these are the ingredients the guest ordered, the total charge is correct.
  
  On 12/7/22 a ******** Care agent reached out via e-mail, apologized for the experience, shared feedback with local and regional management, and requested proof of purchase to assist. After verifying the order on 12/12/22, the CC agent provided a free-entree offer (good for any main menu item and valued at $12).

• Initial Complaint

  Date:12/09/2022

  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.

  Chipotle refund charge to someone elses card . Just want the rose made orange refund to my card. They cant refund gif cards so they gave me pins how ever the point value is much less than the amount of the actual order. So it doesnt suffice. The store also shouldnt allow orders to be made on the app if theyre not open .

  Business Response

  Date: 12/13/2022

  On 12/1/22 the guest made an online purchase for $14.69. $14.67 was paid with a debit or credit card and $0.02 was paid with a gift card. On 12/1/22 the guest reached out via the live messaging channel, and a ******** Care agent apologized for the experience, shared feedback with local and regional management, and  voided the $14.67 charge. On 12/9/22 a ******** Care agent reached out via e-mail, apologized for the experience, and confirmed for the guest that the refund was processed on the same date as the purchase, so the charge should fall of their account rather than posting as a separate charge and refund. The guest also combined for three other contacts on 12/9/22, some by an inbound call and some via the live messaging channel, and CC agents explained what was previously shared. On 12/13/22 I reached out to the guest via e-mail, apologized for the experience, explained that $14.67 was voided and should have fallen off their account, directed the customer to contact their bank if the charge is still showing, explained that we are unable to refund gift cards to Chipotle's cash handling policies, confirmed that the Rewards points earned for this award remain on the guest's account in spite of the provided refund, and provided 10 Rewards points (eqiuvalent to $1) for the $0.02 that is not able to be refunded.

• Initial Complaint

  Date:12/09/2022

  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.

  chipotle has changed the way you sign in to their website you now need a mobile phone number for their 2 step verification i dont have one so i can no longer access my account which means i can no longer use the points i accrued in the rewards program so im out my points out my money and chipotle offers no resolution because they dont need to or have to i would at the very least like the amount that my points wouldve covered given to me in gift card form the endless wasted hours i have spent trying to get a resolution from chipotle i guess i have to chalk up to customer service in this day and age

• Initial Complaint

  Date:12/07/2022

  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.

  On 7/25/2022 at 8:46 pm, we ordered six burrito bowls online at Chipotle on **********************************************************************. My kids went in and picked it up, as they don't do delivery. A few days later, I noticed that I was overcharged. The order was for 4 Chicken bowls @ $8.4 & 2 Steak bowls @ $10.00. Overall, I was charged $77.44 instead of $53.60, a difference of $23.80. ******* was the host who served pickup order #***. About seven weeks later, on my return to the store, I gave my kids the scanned receipt attached to get the refund. They returned & said they were ignored. I told the boys to go ahead with our order, and I came in (not well-dressed cos it was my day off work & I hadn't expected to go in as the is*** did not seem complex as I still had the hardcopy paper receipt. In summary, the restaurateur *********************************, refused my refund for being overcharged (fraud) since I had waited for a maximum of two months to return for the refund. I explained that first, we love Chipotle but aren't diehard fans since I mostly cook at home, and it was about when children's COVID boosters were launched. As clinical pharmacists, we were overwhelmed then, plus I've got several tasks that don't revolve around the is***. I reminded ********************** that I was not here for a return but for a refund for being overcharged. I was kind enough not to ask for anything on top of my refund or *** for being defrauded. I also explained that in between, I had chatted online not less than ten times, but the virtual agent, after the waste of time, insisted such was resolved in-store. I'm requesting a refund of $23.80 plus a $300 Chipotle gift card specifically for the stress, time wasted, and disregarding ******* boys and after such apparent, uncomplicated efforts to be reimbursed for their error of overcharging us despite the glaring physical evidence - the receipt.

  Business Response

  Date: 12/13/2022

  On 8/15/22 the guest reached out via the live messaging channel, and four ************* agents attempted to provide a resolution in addition to apologizing for the experience and sharing feedback with local and regional management. One of those agents also provided two free-entree offers (good for any main menu item and valued at $12 each). On 12/13/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, confirmed that the guest's order had two extra chicken bowls than the guest says were ordered, and broke down the order into the correct subtotal and total:
  
  Four chicken bowls @ $8.40 = $33.60
  Two steak bowls @ $10.00 = $20.00
  Subtotal = $53.60
  10% tax = $5.36
  Total = $58.96
  
  Original charge: $77.44
  
  I processed a refund for the $18.48 difference. The two free entree offers provided 8/15/22 had expired, so I replaced them with two new free offers.

  Customer Answer

  Date: 12/14/2022

  I understand the penchant for reducing almost every complaint to free burrito bowls. However, as stated earlier, my irrecoverable time was wasted on this matter for no reason. Thus at least a an infinitesimal portion of my time wasted (considering productivity lost as a clinical pharmacist and author) has to be paid for. The only extra thing I requested from the store was a Chipotle gift card for $300. I don't need that. In place of that, the store will donate $300 check payable to St. ************************ ********* I'll still keep the ** Codes for the bowls as compensation for my kids dragged into this mess for absolutely nothing .

  Business Response

  Date: 12/15/2022

  On 12/15/22 I escalated the guest's case to the Customer Incident team. - ****

• Initial Complaint

  Date:12/07/2022

  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.

  I came in to the restaurant at 7:30PM as it states on the receipt and I ordered two bowls and two tortillas. I did not know my partners order by memory and to not mess it up I ordered everything on the side, immediately I got attitude from the girl serving me and she sighed and rolled her eyes as she began putting everything in little ramekins. I felt super uncomfortable as I have really bad anxiety and as she's putting in a literal pinch of lettuce into the ramekin I say "hey, my bad, I didn't know that it was gonna be this much work for you I apologize" and *********** off and goes "well what did you think on the side meant???? Common sense dude" and I go.. wow no need to be rude and talk to me like that, so she again abruptly interrupts me and says "well what now? Do you want it in the bowl now? Do you want me to unload everything back into the bowl????" And I immediately asked to speak to her manager, who didn't careto make things right or exchange my order as she had even gotten them wrong AND overcharged me for 3 bowls not 2. Worst experience ever, had a panic attack due to the service and didn't even eat the food. Money still has yet to be returned and it has been eight whole days. Ridiculous. Do not go there and do not waste your time, make them give you a refund immediately.

  Business Response

  Date: 12/15/2022

  On 11/21/22 the restaurant team voided $11.76 of the charge five minutes after the purchase was made.  On 11/21/22 the guest called the ************* phone line, and a ************* agent reached out to the guest via e-mail to get proof of purchase. On 11/22/22 the CC agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a free meal-for-two offer (good for a single visit with two main menu items, two fountain drinks, and one order of chips and guac and valued from $35-40). This offer was redeemed. On 11/30/22 the order was located and the remaining $27.72 was refunded by the ************* team and the CC agent informed the guest. On 12/1/22 the CC agent informed the guest that it can take 3-5 business days for a refund to show on their account.
  
  On 11/29/22 the guest stated that they would be forwarding the matter to their attorney and the case was escalated to the ******** Incident team. On 12/3/22 a ******** Incident agent reached out to the guest via e-mail and provided their direct phone number in addition to leaving a voicemail message for the guest.

• Initial Complaint

  Date:12/06/2022

  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 have been dealing with this issue that should have never happened to begin with and should've been resolved in 5 minutes, for hours now. I have spoken with 3 different agents who all three ended up transferring me back into the robot automated Pepper system without even telling me they were going to and two of the times after I had provided all of the info pics and everything needed and was told to hold while they worked on getting my refund back then they sent me to the automated without notice. The last person refused to let me speak to a manager after I said I am not going through this a third time and sending everything again to have the same thing happen and they eventually did the same thing and now I am still at square one with no resolution. What happened was earlier today my son WENT IN PERSON & ordered a kids meal which we later saw was missing more than half the order- it only included the tacos, did not have any chips nor drink and two slots I asked for shredded cheese in was missing more than half the cheese, one slot almost completely empty, very sloppy looking. The meat was extremely under portioned to the point he asked the cost of extra meat, hoping they would fix, but they did not. I also think I was overcharged for the large chips I ordered as I never have paid **** for such a small bag of chips, like what I got and the staff acted annoyed by him ordering hard tacos he said rolling their eyes and breathing loudly since they had to reach further away in a container to get the hard shells and that they were very rushy. I paid ***** and am missing half of what I paid for and after the amount of time I have been trying to resolve this and being treated very unprofessionally and getting no where, at this point, I want a full refund and would appreciate anything extra to make up for the horrible experience. This was placed in person and the website would not let me print entire thread so I have 20 screen shots I can provide showing upon request.

  Business Response

  Date: 12/16/2022

  On 12/6/22 a ******** Care agent reached out via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a free kid's meal offer (valued at $5) and a buy-one-entree, get-one-free offer (valued at $12). The guest also reached out via the live messaging channel on 12/6/22, and a ******** Care agent voided the **** offer and replaced it with a free-entree offer (good for any main menu item and also valued at $12). On 12/16/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and shared where to find the offers that previous agents have provided.

• Initial Complaint

  Date:12/06/2022

  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.

  My family and I visited this location on 10/31/22 because of a promotion they were doing for Halloween. There were 10 of ** total. The staff immediately showed frustration. While ordering our food the server had an attitude and was slamming the serving utensils down. In the middle of serving us she asked her co-worker to finish helping us. She walked off to do something else then came back with a worst attitude. We ignored her. While checking out we mentioned the promotion. They said they could only apply promotions to 8 of us. The promotion stated come in with your Halloween costume and receive any entree for $6. The manager started speaking loudly to us while other customers are looking at us. She stated she is not going to give the promotion to the 10 of us and that they have given us enough already. The cashier joined in and started disrespecting us in front of the other customers! We left and had to go back because they did not give us one of our meals that we paid for. They handed us the food container in our hand no bag or anything. I filed a complaint because this was definitely a poor representation of Chipotle. The area manager **** contacted me said he would investigate and call me back. He asked what resolution I am seeking. I told him a complete refund for poor customer service, false advertising, discrimination, emotional and psychological abuse! **** called me back and said he will not issue refund because there was nothing wrong with the food. He offered credit to come back to chipotle. I told him no. He said thats all he is willing to do and he is the highest of the highest for the company!

  Business Response

  Date: 12/16/2022

  On 11/4/22 a Customer Incident agent called the guest, left a voicemail along with sending an e-mail with the agent's direct number, and shared feedback with local and regional management. On 11/7 the CI agent left another voicemail message and sent an e-mail with the agent's direct number and hours of availability. On 11/10/22 the CI agent spoke with the guest by phone, offered two free entree offers (valued at $12 each) and two free chips & guac offers (valued at $6 each). The CI agent reports that the customer hung up on the agent and did not feel the resolution was sufficient.
  
  On 12/16/22 I reviewed the guest's order, which shows nine entrees plus one kid's meal on this order (which was not eligible for this promotion and costs less than what would have been charged if given the promotional price). I see eight Boorito promotions were applied. I reached out to the guest via e-mail, apologized for the experience, explained what I see with their order, and offered to refund $2.35, which is the discount including tax that would have been applied to the ninth entree, or provide the two free entree offers and two free chips & guac offers (a total value of $36), whichever the guest prefers.

  Customer Answer

  Date: 12/16/2022

  
  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,
  
  Aushante ***************************: The issue was not just about the meals, it was about the service my family and I received from this establishment! No one should ever be treated so poorly no matter what! No customer should ever have to endure verbal abuse especially in front of other customers!