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

976 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:11/27/2022
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.
Me and my family ordered **** on the chipotle app for in store pick up on ********** at ******* The food made me and my family sick. We got sick 30 minutes to hour later after eating the food. My son was in the worse shape as he was sick for 2 days. I contacted customer service 3 times and they all told me someone will contact me in 24-48 hours. I been waiting and have not received a response.

I would like a refund! I been waiting for someone to contact me since 11/14 and still have not received a refund yet we had to suffer from getting sick. Chipotle was quick to take my money yet when there was an issue, chipotle has not responded!
Business Response
Date: 11/28/2022
On 11/15/22 a Customer Care agent escalated this matter to the Customer Incident team, and on 11/15/22 a Customer Incident agent left a voicemail message for the guest and sent an e-mail with the CI agent's contact information. On 11/15, 11/16, and multiple times on 11/27 the guest continued reaching out to the Customer Care team, which is not trained to handle alleged illnesses and must send these on to be handled by the Customer Incident team. On 11/27/22 I see a full refund was processed for this order.
Customer Answer
Date: 12/01/2022
The complaint is how the food made me sick. I received a call today from Aibi form the Innocent team as he was extremely rude. I am requesting for chipotle to contact me about how the customer service is. I want to make a complaint against Aibi and other team members on how they were rude to me. I have two mp3s (recordings) showing how rude they are. I am very dissatisfied and will not be going to chipotle ever again. I will let anyone and everyone know of my experience and how I do not want to give business to this company as they could make there decision.

I wish I never spent any money at all with chipotle because of how customer service made me feel. I wish I could get a refund on all my orders as that would satisfy me fully
Business Response
Date: 12/01/2022
On 12/1/22 I reached out to the Customer Incident team to follow up with the customer.
Customer Answer
Date: 12/10/2022
Was not satisfied with the customer incident team. Wanted to speak to someone in regards how I was treated by the incident team and see what Chipotle can do for this horrible customer service I had. While trying to get in touch with the incident team, I was mistreated and also was mistreated by the incident team. Please have someone contact me by phone and email.
Initial Complaint
Date:11/23/2022
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 placed an order using the app, went inside the restaurant and waited for the food to be prepared. My order was bagged and placed on the shelf. I retrieved it and left the store. As I was driving my hour long drive back home to begin eating, about three forkfuls in something was stuck in between my tooth, I assumed it was a piece of lettuce or chicken so while driving I use my tongue to try to dislodge it from my tooth. I noticed the texture was different than food so I use my fingers to forcefully remove the unknown substance from my tooth. To my horrifying surprise it was not food, but was a piece of metal , that appeared to come from a Brillo pad used to clean pots and pans. I have been having tooth pain since this incident and will be seeing my dentist. This is unfortunately not the first time that a non-food item was mixed into my burrito bowl. I am not sure why this keeps happening to me at chipotle! I enjoy the freshness of the food at chipotle. Because of my many allergies, chipotle is usually my fast food restaurant of choice. This is quite disheartening to me. I called the toll-free number on 11/15/22 that was given to me by the store. Unfortunately, no one has reached out to me. This definitely shows a lack of caring, respect, and accountability on the part of the chipotle corporation. I am forwarding my concern to the Better Business Bureau because no one has reached out to me regarding my concern. Please see the attached picture.
Business Response
Date: 11/23/2022
On 11/23/22 I escalated the guest's case to the Customer Incident team for follow-up.
Initial Complaint
Date:11/23/2022
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.
We visited the Chipotle location on **** ****** *** ********* ** ***** on 11/22 at 7:08 pm. The host was ******* and my order number is 404. This location has the most unprofessional and nasty ladies I’ve ever met in my life. I have a family of 6 and all the portions were all wrong, they barely gave us food. It was the body language for me and the lady next to the cashier kept rolling her eyes. The first girl behind the counter next to the tortilla press machine asked for some more brown rice in the back and I saw her scraping the container. She gave me half a scoop of brown rice in my bowl and a half a scoop of the new garlic guajillo steak. She passed my bowl to the next lady without waiting for the brown rice to be replenished. I asked the lady next to the cashier (in charge of toppings) for some more rice and told her that she was waiting on some more brown rice. She rolled her eyes at me and looked at me like I was crazy. She finally passed it back down to that lady by the tortilla press and slammed the lid on the counter. My husband ordered 9 tortillas on the side and the the toppings lady next to the cashier asked him if he asked the lady in charge of the tortillas. She was implying that my husband should walk back over there and ask her to give him 9 tortillas. The cashier Viviane kept asking for the tortillas because they were not making it. When she was done with all 9 tortillas, she slammed every single tortilla on the counter in front of my husband. My husband and I kept it together because we didn’t want to make a scene in front of our kids. My family didn’t ask for anything extra or for anything free from your establishment, we just wanted the food that we paid for done right and be treated with respect. I would like a refund of the money we spent at this location and the amount is $71.94. They gave us poor customer service and the portions were small. We decided to stop supporting Chipotle altogether and will go somewhere else.
Business Response
Date: 11/23/2022
On 11/22/22 a Customer Care agent reached out via e-mail, apologized for the experience, shared feedback with local and regional management, and provided three buy-one-entree, get-one-free offers (each valued at $12).
Customer Answer
Date: 11/23/2022
I would like a refund of the money I spent in the amount of $71.94 back to my card. Just because I don’t speak the Spanish language when I get to the counter, I t doesn’t mean that I and my family should be disrespected by your staff. I don’t accept your BOGO offer because we decided as a family to no longer support your business. A lot of families visit your restaurants and this is how your staff is representing your brand! What an example! All of the ladies that worked the shift last night was so disrespectful and kept slamming containers and food and you’re offering me vouchers? Please review ALL the negative reviews on GOOGLE and YELP for this particular location. I wish I did! I’m not the only one that had a horrendous experience at this location.
Business Response
Date: 11/23/2022
On 11/23/22 I reached out to the guest via e-mail, voided the three BOGO offers, and provided them with five free-entree offers (good for any main menu item and valued at $12 each).
Customer Answer
Date: 11/30/2022
No, I want a refund. I don’t need restaurant vouchers/coupons, we will not be back.
Initial Complaint
Date:11/22/2022
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 have been a long time customer of ********************. I have always used their rewards program. Recently I logged into my account and noticed the points from my visit on 11/13 were not showing my account. It was past 48 hours. I reached out to support to find out about my point. I uninstalled and re-installed the app. Checked from my computer and still the points were not showing. The support person ******** refuses any other solution. I requested 3 times to escalate my issue and have been refused. I cannot use my points if I cannot see them. And their system does not give you a full audit or balance update of your rewards earned and used. I want the points I have earned by my frequent visits to this establishment! I want a full report of all the points earned and used entirely with balance information.
Business Response
Date: 11/23/2022
On 11/23/22 I reviewed the guest's interactions with my ************* colleague ******** and their Rewards history. I also reached out to the guest via e-mail, explained that I see all the points are there (including the 173 points in question, which posted on 11/14 and which ******** added again on 11/22), provided the guest's current points total, and requested additional information if they are seeing something different. I also reached out to the Chipotle Loyalty team to look into this.
Initial Complaint
Date:11/20/2022
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 located at **************************************************************************** keeps on messing up orders. I placed an order around 9 oclock for about $40 and received one burrito bowl that usually cost around seven or eight dollars. I called the store and asked for ***** asked for a manager, and the gentleman said he was the manager. After I explained what had happened, he told me to hold on him while he actually got the manager. The manager I spoke to was not very .professional. This is an ongoing issue at this location. All of the other locations are amazing.
Business Response
Date: 11/21/2022
On 11/20/22 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 fully refunded the order.
Initial Complaint
Date:11/17/2022
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.
placed an order on 10.10.22 in ********* by my job. I got home 20 minutes away and discovered the order completely wrong. We had just moved and that was dinner, but we didn't eat that night bc the bowls were filled with beans and were allergic. A manager by the name of **** took my name and card information and told me I would receive my refund of $21 dollars. But her store manager had to do it the next day when they returned in the morning. I have yet to receive my money. So, I went online, and chipotle needs to do better with their chat system. The agents just end the chat without any warning. Pepper the robot is useless. people don't want to deal with a robot or rude reps. i have attached the conversations from the chat so you can see that they just ended the chat on two occasions. The first guy was *****, and the other rep was *********. Agents need to do better with their customer service skills. If we were on alive call, they would have never just hung in my face so to just end the chat is basically doing the same thing. I am no longer supporting chipotle if this is how they will treat their customers.
Business Response
Date: 11/21/2022
On 10/10/22 the guest reached out via the live messaging channel. A ******** Care agent apologized for the experience, shared feedback with local and regional management, and requested additional information to help find the order. On 10/11/22 the guest reached out via live messaging, and the chatbot Pepper provided two free entree offers (valued at $12 each and including extras like double protein). On 11/15/22 the guest reached out via live messaging, and a ******** Care agent replaced the two free entree offers, which had expired. I have also followed up with the supervisor for the two agents referenced so we can do better.
Initial Complaint
Date:11/15/2022
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 food online. Order incorrect went to store to get reorder. Reorder was incorrect again. asked for refund . Manager Brittany was extremely rude and refused to process the refund and gave bad corporate information.
Business Response
Date: 11/17/2022
On 11/11/22 the guest called the Customer Care phone line, and a CC agent shared feedback with local and regional management and fully refunded the guest's order. FYI, online orders are processed on a different system than in-restaurant orders. Therefore, our crews do not have the ability to issue any refunds for orders placed online or through our app, which is why customers are directed to leave a comment at https://www.chipotle.com/contact-us or call the Customer Care line.
Customer Answer
Date: 11/17/2022
Nothing in this response addresses the behavior of the staff at this location. I have not been contacted by anyone from this business regarding the rude and unacceptable behavior exhibited by its employees.
Business Response
Date: 11/17/2022
The guest spoke with a Customer Care agent by phone on 11/11/22, and feedback regarding this experience has been shared with the restaurant management team. I am unable to share specific actions taken by management with any team members. While a request can be made to have someone directly at the restaurant reach out to the guest as well, we are not able to guarantee that this type of contact.
Customer Answer
Date: 11/18/2022
I have specifically asked to be contacted by the owner of this location. This incident is one of
many I have encountered at this location. There is a systemic problem with the service which needs to be addressed. I will it be satisfied with any resolution that does not include contact from this location. I will continue to escalate this issue.
Initial Complaint
Date:11/13/2022
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.
Food was made incorrectly and could not get my money back. A free burrito is not enough to miss a meal. Pay your customers their money back AND compensate them for not being able to eat what they ordered.
Business Response
Date: 11/14/2022
On 11/13/22 the customer reached out via the live messaging channel, and the chatbot Pepper provided a buy-one-entree, get-one-free offer (valued at $12). On 11/14/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a refund of $8.82.
Customer Answer
Date: 11/14/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18397960, 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:11/11/2022
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.
******************************************************************************************* Only half of order was delivered. I called and they blamed the driver then said thats what was ordered. The manager told me I only wanted the meat (not true!). TWO of the FOUR bowls had nothing but meat in it. Never will I celebrate Veterans Day with this company. This was over $50 and $80 after tax, delivery, and tip. I find it hard to believe they think people will pay $30 for two scoops of meat placed in two separate bowels.
Business Response
Date: 11/14/2022
On 11/14/22 I reached out to the guest via e-mail, apologized for the experience, explained that two of the meals on the order do not show any ingredients selected other than protein, and directed them to follow up with *******, as were not able to reverse transactions made outside of Chipotles systems.
Initial Complaint
Date:11/10/2022
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 visited the chipotle listed on this complaint on 10/23/22. I received 3 burrito bowls that upon getting home tasted off/disgusting. Later that night into the early morning all people who had eaten in my house got sick with upset stomach and diarrhea. Food poisoning symptoms. I called corporate because this was a major concern and was offered free entrees. In which they told me was my only option. So I accepted. I used them recently on a to go order and all bowls were incorrect and again tasted funny/disgusting. I have filed a health code complaint with my local office and I would like compensation not entrees as I will never visit this location again.
Business Response
Date: 11/17/2022
On 10/24/22 the guest called the Customer Care phone line, and a CC agent shared feedback with local and regional management and provided three free entrees (valued at $12 each) to make up for the experience. On 11/9/22 the guest called the Customer Care phone line and was dissatisfied with the compensation previously provided and wanted funds returned to a gift card. A CC agent explained via e-mail that we are unable to return funds to gift cards. On 11/10/22 the guest called the Customer Care phone line and this time alleged illness from the 10/23 visit. The agent escalated this to the Customer Incident team. On 11/10/22 a Customer Incident agent spoke with the guest by phone and provided an additional two free entree offers (valued at $12 each) and 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, valued at $35). In total the guest has been provided five free entree offers and a free meal-for-two offer with a total value of $95. Purchase per this complaint was three entrees, one with extra protein, amounting to $28.12 as a free entree offer was used on this transaction.
Customer Answer
Date: 11/17/2022
hello,
There are key things missing from the response. I mentioned on day one of calling that people in the household got sick off food ate and nothing was done until I called the second time. The initial time I was provided three free entrees as I used my Giftcard initially. Then I went to use one of the free entrees at the same location and the food was burnt and cold and the place was disgusting. I didn’t call after that time until I used the next 2 free entrees for pick up. Both entrees were wrong with what was ordered and the entrees tasted just like the first time which made my household sick. I then called and was offered more free entrees and as the only close chipotle to me is the one of commercial drive I refused as I vowed to never go there again as I had gotten sick and I know others whom have as well. I filed a health concern with the local health department and they are investigating the terrible store. So to offer me free entrees and respond with a face value of money to each is ludacris when people got sick. I don’t accept any free entrees. I was given no other choices. Unacceptable!
Business Response
Date: 11/18/2022
I have reached out to the Customer Incident agent to follow up.
Customer Answer
Date: 11/18/2022
Okay, thank you I would like to know the resolution you come up with.
thank you

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Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.