Business Profile
Restaurants
Chipotle Mexican Grill IncThis 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
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 ComplaintThe 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:12/06/2022
Type:Product IssuesStatus: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!Initial Complaint
Date:12/06/2022
Type:Order IssuesStatus: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.
Today, 12/6/2022, I placed a group order for my company from Chipotle. When we received the order, every order but one was entirely incorrect. People who ordered vegetarian meals received chicken, people who ordered brown rice got white rice, people who ordered a salad got burritos - almost every order was irredeemably incorrect. I immediately contacted Chipotle asking for the order to be re-sent. They advised me that they did not resend orders but would provide me with coupons for free entrees that had to be redeemed within 30 days. I told them I did not want coupons and instead wanted a refund, as we do not plan to order as a company from Chipotle again. At that point the support chat was terminated unilaterally by Chipotle, and when I responded, I was routed to another customer support representative. When I checked my account, there was no history of my order, nor were there any coupons in my profile. I asked the new agent to please provide me a refund, but the agent refused, and then also unilaterally terminated the chat when I asked to speak with a supervisor. My receipt is attached.Business Response
Date: 12/16/2022
On 12/6/22 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 provided eight free-entree offers (good for any main menu item and a total estimated value of $96). On 12/16/22 I reached out to the guest via e-mail, apologized for the experience, and fully refunded the order.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,
*********************************
Initial Complaint
Date:12/05/2022
Type:Customer Service IssuesStatus: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.
Had a horrible experience in a restaurant with a manager. I called customer service and spoke to a rep that advised me the district manager would contact me within 48 hours. I never got the call so I emailed the rep back and they said to give it another 24 hours. No one ever called and the rep stopped replying to the emails so I called back and got an extremely rude rep named ******* She made me repeat myself several times and told me to go back to the store if I have a Issue. She told over me and put me on hold when I was trying to ask a question.
I need to speak to the regional manager and some one higher at the customer service call center ************Business Response
Date: 12/15/2022
The guest has called the Customer Care phone line 14 times from 11/15/22-12/15/22 regarding this matter. Agents have provided the guest with two free-entree offers (good for any main menu item and valued at $12 each) and a free chips & queso offer (valued at $5). Agents have also shared feedback with local and regional management and the guest's request from a call. Customer Care cannot guarantee that a regional manager will call. On 12/15/22 I called the field leader and requested they call the customer about this visit.Customer Answer
Date: 12/15/2022
I’ve called more than 14 times and I can care less about a free entree. I literally visit chipotle 6 times sweet and it was a horrible experience. I’m not calling for a free meal I’m calling to get decent customer service and get the situation resolved. I was over charged several times and the area manager just verified they were charging me the wrong price. I don’t want a refund I was the manager held responsible for yelling at me, but based on your response I can see why customer service is so horrible there. Since I can’t get decent customer service there Ill stop going . The manager should have never yelled at me for asking a question and the situation was never addressedBusiness Response
Date: 12/16/2022
The field leader called and spoke with the guest by phone on 12/15/22. Per the FL's request, I e-mailed the guest a free chips & queso offer as well.Customer Answer
Date: 12/21/2022
my issue is with the lack of customer service I’m not seeking monetary compensation or free food. I want to speak to an executive team member about how I was handled by the customer service team and the person who initially responded to the complaint.Initial Complaint
Date:12/01/2022
Type:Service or Repair IssuesStatus: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 an entree, a steak bowl w/queso, & a bag of chips w/guacamole. This was the evening of 11/29, Tues., I decided to save the chips & dip for a morning snack while at work. Around 9:30AM, Wednesday 11/30/22. I opened the bag of chips & guacamole to start snacking, after a couple of chips I look down in the bag & notice something dark on several chips. When I pull one of the chips out, it has a splatter on it, as a few others in the bag. The splatter looks like blood, not sure if it's from raw meat or a human. This appears to be a case of cross contamination with blood and the area the chips at the restaurant is prepared in was not properly cleaned & sanitized. I have filed a complaint via online w/Chipotle, & my local Health Department, however I'm not sure where I can get the food tested to confirm what the splatter is. I was feeling sick to the stomach, but I did not physically throw up after eating the few chips. Receipt of purchase can be provided upon request, as well as the actual bag of chips, I still have the potential contaminated product. I have attached pictures with this complaint also.Business Response
Date: 12/02/2022
On 12/2/22 I escalated the guest's issue to the Customer Incident team to follow up.Customer Answer
Date: 12/02/2022
I do not accept response to Chipotle serving possible cross contaminated food with blood on it, to me.Business Response
Date: 12/02/2022
On 12/2/22 a Customer Incident agent spoke with the guest by phone and offered a refund and reached out to the guest via e-mail requesting a copy of the receipt and other information needed to process it. The CI agent reports that the guest was satisfied with this resolution.Customer Answer
Date: 12/05/2022
The company made no suggestion or effort to confirm what the splatter from cross contamination was on my food... So requesting a refund is not a satisfactory result to a potential hazardous mistake.Initial Complaint
Date:12/01/2022
Type:Delivery IssuesStatus: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.
Ordered chipotle via the online ordering app for delivery. I never recieved my order. Chipotle refuses to refund me. I have sent many emails and phone calls with no response.Business Response
Date: 12/01/2022
On 11/28/22 the guest reached out twice and three additional times on 11/29/22. ************* agents apologized for the experience, shared feedback with local and regional management, provide two free meal-for-two offers (good for a single visit with two main menu items, two fountain drinks, and one order of chips and guac and valued at $35 each), and fully refunded the order on 11/30/22.Initial Complaint
Date:11/30/2022
Type:Product IssuesStatus: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 11/5/22, I placed an order on the app. When I arrived at the locating 10 minutes after the quoted time, there was a long line of customers waiting for food. I went to the register, was eventually acknowledged and told they hadn't prepared my order because they weren't sure if I would want it since they were out of lettuce. I said at the point I did and then asked if it would be made right away and they said they would be focusing on the line first. Given the long line, I asked to cancel the order. A supervisor was brought up and said that while they could cancel the order, they couldn't refund it. I attempted to get help on the app but it was just automated questions. On 11/23/22, I submitted a response in writing about the concern to get a refund for the food I never received. I have received no response a week later so now I am reaching out to BBB. A note that issue took place at the Chipotle in *********, ** at ******************* Food Court but it is not allowing me to file a complaint for this location on BBB.Business Response
Date: 12/01/2022
On 12/1/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and refunded the order.Initial Complaint
Date:11/30/2022
Type:Product IssuesStatus: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.
Have reaching out to Chipotle via their contact us option 2 times and emailed once to request a refund for charge of my **************** on Nov 15 2022 of $28.41 and $4.82. There were issues with their app and I was overcharged. Since they will not respond through the options available, I hope BBB can help connect me with someone at Chipotle to resolve.Business Response
Date: 12/01/2022
On 12/1/22 I reached out to the guest via e-mail, apologized for the experience, and requested additional information as the charges showing on the screenshot reflect an online purchase and an in-restaurant purchase, possibly on different days.Initial Complaint
Date:11/30/2022
Type:Product IssuesStatus: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.
contacted ******* ** location 2 weeks prior to Black Friday to place catering order. When the store was contacted when the site was working , managers didnt have a clue how do process. Waited a day for a call back from an actual manager who kept me on the phone well over an hour to place but still didnt get it correct. Sent an email saying within 24 hours it was canceling so I went into store to resolve. Another hour plus of wasted time as I was told they couldn't take payment. Over 3 hours of back and forth and order still wasn't correct. Missing veggies. This is the second time I had a catering order and assured will be the last. Managers are clueless and waste over 3 hours of my time! Will bring my business to a company who knows how to process catering orders!Business Response
Date: 12/05/2022
On 12/2/22 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided the Rewards points.Customer Answer
Date: 12/05/2022
and offered NOTHING! 3 hours wasted and not even an apology!Business Response
Date: 12/16/2022
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 provided a free catering-for-10 offer (valued at approximately $160).Customer Answer
Date: 12/22/2022
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,
************************************
Initial Complaint
Date:11/29/2022
Type:Sales and Advertising IssuesStatus: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 11/27 at about 6:15pm I placed an order for food online. Included in my order I ordered tortilla chips and salsa as a side. I also ordered a kids meal with chips as the side. My husband picked up our meal and he said the store was out of chips as they had placed signs everywhere. However, they failed to refund me for the side or provide a substitution for my sons meal. I have been attempting to use their only contact method, a bot chat that goes to email to get my money back. They finally responded today that they will credit me a free kids meal. This is unacceptable as I will never be ordering from that company again. I should be reimbursed for an item they knowingly charged me for and didnt have. If they had just forgot to give it to me that is human error. But charging customers for items they knowingly dont have is criminal. If theyve done this to me imagine how many people theyve defrauded.Business Response
Date: 11/30/2022
On 11/27/22 a ******** Care agent reached out to the guest via e-mail for more information. On 11/29/22 another ******** 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 kid's meal offer (valued at $6). On 11/29/22 the guest called the ******** Care phone line, and a third agent apologized for the experience and refunded $6.03.Customer Answer
Date: 11/30/2022
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. But it shouldnt be so difficult to have a silly issue like this resolved. You are banking on people not going through all of these steps to receive refunds and it is not good business.
Regards,
***************************
Initial Complaint
Date:11/29/2022
Type:Service or Repair IssuesStatus: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.
Once again I am disgusted that I continuously give this particular chipotle location my business, yet that is my own fault. However, I placed an order (which I had to drive across town to pick up) yesterday and of course there were issues. First issue, I had multiple items in my order and I asked the lady at the counter for another bag to separate the items; and of course I get attitude. Later I find out that the lady who had the issue with giving me an extra bag was a manager. She refused to give me her name so I can only provide a description ** ***** ***** **** ******* ******** ****** ****** ***** ********. So as I get to my car to separate the items in my bag I noticed that my whole order was wrong. So I go back in to the restaurant and then the "general manager" ******* gets involved, and of course he is very rude and condescending. He would not take the food back nor issue a refund. He was very unprofessional in the whole ordeal, which makes me believe that he is lying about being a "general manager", or I suppose chipotle just hires any type of rift raft. I called and was issued a refund, but I feel that the person over the phone did not take it seriously that I wanted to file a formal complaint against *******. Also, when I opened the food it was sloppily made and non edible. The burritos had every meat in the establishment and very little of it on the food and it was drowned in sour cream. This location in ********* ** is notorious for doing this. I do not appreciate spending money and taking a 35 minute drive to pick up slop! This location needs to be closed or new staff members should be hired and starting with replacing Brandon or whoever he is!Business Response
Date: 11/29/2022
On 11/28/22 the guest called the Customer Care phone line, and a CC agent shared feedback with local and regional management and fully refunded the order.Customer Answer
Date: 11/29/2022
I want to speak to someone to formally complain against Brandon.Business Response
Date: 11/30/2022
On 11/30/22 I requested that a manager contact the customer.Customer Answer
Date: 12/01/2022
I have not heard from anyone regarding the matter.
Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.
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