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

975 total complaints in the last 3 years.
368 complaints closed in the last 12 months.

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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:12/05/2022
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.
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 addressed
Business 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 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 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 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.
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 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 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 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.
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 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.
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 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 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 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.
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.
Initial Complaint
Date:11/29/2022
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.
We ordered foods from phone App. However, they didn't give us chips that we paid for it by the credit card because it was run out, or for some other reasons. When we picked up our food at this shop, they told us that chips were not there, so we might want to use the free chips coupon that would be sent out to us later. O.K. we received a coupon that had an expiration date before we realized it. I thought the free coupon was replaced as a refund or store credit, so I was surprised by that the coupon had the expiration date. The coupon with an expiration date is given to customres for their promotional purpose or rewards program. But, my case was a simple refund. I gave my money and they didn't give us back what we were supposed to receive. This is not a business. This happend in the same store a few times until I realized that I had coupon with an expiration date.
Business Response
Date: 12/01/2022
On 12/1/22 I reached out to the guest via e-mail, shared feedback with local and regional management, and provided two replacement free chips & guac offers (valued at $5 each) while extending their expiration dates to 60 days.
Initial Complaint
Date:11/28/2022
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.
This was a bad day, and the event, however quick at the Kent ******* Chipotle pushed me beyond my limit. I had just spent an hour standing in line at the Xfinity store to return my cable box. The service was so slow, half the customers in line had turned the slow incompetent service into a roast. I then left there for ********** to get supplies for a holiday project, after waiting for too long for help, I was told they couldn't cut the wood I needed to spec. Tired and unhappy, I decided to give myself a lift and nothing like a taco or burrito can do that. I drove out of my way to get to Kent ******** then had to navigate what has to be the worst mall parking in the state. Once inside, the place was a ghost town, it was 100% empty. I placed my order for a Carnitas burrito. The girl looked and said, we are out of Carnitas. I said for how long, and this completely ignorant female said, "The rest of the day". It was about 2:30, I said, grab a manager. The manager came out, did not apologize and said Carnitas would be about a 15 minute wait. Here is my problem, you are out of what could be your best selling protein, you could have said, have a **** on me and we'll waive at you when Carnitas is ready. Or if you are truly concerned about service, you could have said, "we're on it, how about some chips and queso why you wait". And if you are the worlds worst manager, maybe you say, How about I upgrade you to steak at no charge if you would rather not wait. I was offered nothing, including an apology and left unhappy and hungry. Ironically, after the ********** incident, I still needed material, so decided to slide by a Lowes store, which by the way took great care of me. In route, I passed another Chipotle, but decided against stopping after the rude, incompetent service at Kent ********
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 provided a free-entree offer (good for any main menu item and valued at $12).
Customer Answer
Date: 12/01/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, Although I find the resolution to be less than reflective of the issue or experience, in the spirit of cooperation, I will consider the matter closed. I have advised **** at Chipotle of my dissatisfaction but again will consider the complaint closed.

Regards,

***********************

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Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.