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:11/10/2022

  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.

  This Chipotle for the past 3 years has given out terrible food service. The orders are always wrong and sloppily made. My family spent $48.57 on four items and each item was missing something. There are always new employees on the line and the horrible food never changes. This time, the meat had no taste, so on top of missing items in our order, it was tasteless. This is a corporate issue at this point because there is no proper management or training. Corporate is being cheap and not paying these people to be trained and keeping someone to oversee this location. On countless times Chipotle has given me rewards of free food to compensate but the food is always getting messed up regardless. This is the only location close to my house and the service has been terrible for 3 years now and countless complaints have been ignored by corporate. This location should be shut down. The worst Chipotle ever. Waste of time and ** always left hungry because I cant force myself to eat this slob they serve.

  Business Response

  Date: 11/14/2022

  On 11/9/22 the guest called the ************* phone line. A ************* agent apologized for the experience, shared feedback with local and regional management, and provided two buy-one-entree, get-one-free offers (valued at $12 each).

  Customer Answer

  Date: 11/14/2022

  It was offered and never given. 

  Business Response

  Date: 11/14/2022

  I see these offers on the customer's account linked to **********************. If the offers are not located, the guest can add these codes: G86ZAYW and WGBR7CL.

  Customer Answer

  Date: 11/17/2022

  
  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:11/09/2022

  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 would like a refund of ***** for a Burrito purchased from Chipotle in *************. I called the next day spoke with Manager *****. Informed her that the chicken on the Burrito was hard and so was the Tortilla, Asked for a Refund and I still had the food. She stated that she could not give me a refund because I did not call the day of and she could make another Burrito. I explained that I did try calling however no one answered the 3 times I tried. She said I could speak with ***************** There was no one to speak with at CS. It was a service asking for an ID #. Something to that extent.I guess certain Chipotle's practices not giving a refund for terrible food. I do not want another Burrito so the same thing can happen and then I am labeled as a liar or a difficult customer. It 's best for me to get A REFUND My son once had the same issue with a Bowl. He contacted the Chipotle ( will not give location) stated what was wrong. Informed if he had the receipt he could get a refund. There was no problem. He called 2 days later no problem. He misplaced the receipt and did not want to call until he had it.As a Consumer I Strongly feel it is wrong to tell someone that they cannot get a refund, especially if you have the food and the receipt. I also took a picture showing how burned chicken was. Looked as if the chicken had been sitting a bit too long. I do not have to pay for chicken sitting long and not tasting good which is why I did not eat it. I just want my Refund. Not another Burrito. Let me decide if I want a re do. ***** / Chipotle has NO RIGHT to tell me that I cannot get a Refund. Is this not America? Refund Please.

  Business Response

  Date: 11/14/2022

  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 requested additional information to help locate the order.

  Customer Answer

  Date: 11/16/2022

  Thanks for the response. I want my Refund of *****. I spoke with Manager *****. She did not try to hear or understand why I was asking for a Refund. I should not be made to eat something that I do like or informed you will have to try the Burrito again. This is what ***** conveyed to me after I informed her that I have my receipt and the food. I have the Right to get a refund as an American and Customer. ******************** has no RIGHT  to tell someone that they cannot obtain an refund and you must get another Burrito because you did not call the day off. No one answered the day off. ***** stated that I would  have had to come back the same day. I was not going to leave my home to take back a Burrito. That would have been an inconvience for their error with the food.

  ORDER # ***   286 001 100 122 010 090 79  on receipt

  FOR  ALL THE nvenience they should refund my money and offer something as complimentary. They were wrong. Not me

  Business Response

  Date: 11/17/2022

  On 11/16/22 I requested the information needed from the guest to submit a check request to provide a refund for a cash purchase.

• Initial Complaint

  Date:11/06/2022

  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.

  Chipotle customer service is horrible, I visited the restaurant purchased food for my entire family of 7, The food quality was horrible rice hard as bricks, with no luck reaching location I contacted customer service, Who said sure we will send you coupons to ur email to have your meals remade, They placed me on hold for 20 mins then came back and hung up on me, Called 3X more, Same thing, rep stated she thinks I possible made fake receipts to receive free food, I asked why because I am black, she laughed and hung up. Very racist

  Business Response

  Date: 11/09/2022

  On 11/6/22 the guest called the ************* phone line and spoke with two different agents. I have had these calls pulled for supervisors to review with the agents. On 11/9/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided the guest with seven free entree offers (valued at $12 each, or a total value of $84).

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 2, 2022 at 6:49 pm I went to the Chipolte Mexican Grill located at ************************************************************** and ordered a chicken bowl and when I went to pay I gave the cashier a gift card and said I was not sure of the balance on the card she said $3.65 i said oh okay I thought i had a balance and she got nasty and said you owe $3.65. I went to pay with me credit card and it would not go thru. A woman came and she was rude and nasty I then asked for the manager and her name she said I am the manager and I do not have to give you my name. She then began to talk to me in a demeaning manner and I said i am not a child I am an adult. After going back and forth I said i do not have to pay for this food with this poor service and asked for my money back. She said you didn't even pay full price for it why because i used a gift card. I asked for my money back a second time and she asked for my gift card to place money back on the card. I said i have my receipt and i will be complaining to corporate she said WHO CARES. Not a problem the other employees were looking and said what is going on. I will no longer service that location I have choices on where to spend my money and I will service restaurants that treat customers with dignity and respect.

  Business Response

  Date: 11/08/2022

  On 11/8/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided two free entree offers, valued at $10 each.

• Initial Complaint

  Date:11/02/2022

  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.

  Unable to login into my account **************************** Every time I try logging in, I am being asked to enter a verification code sent to my number ending in ****. However, I never receive the text. This was an account created back in the ** but now I use it in ******. Do I need to create a new account?Enter the code sent to your phone number ***-***-****. This code will only be valid for 5 minutes.Navigated to verify phone number

  Business Response

  Date: 11/08/2022

  On 11/2/22 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, assisted the guest with the issue, and provided a free entree offer (valued at $10). The ** and ******** ******* systems are different and separate, so a ******** account was needed to be able to receive a password reset.

• Initial Complaint

  Date:10/31/2022

  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.

  Order food online at Chipotle. They messed up our order and refused to reimburse us with money. They only offered a voucher for free queso WITH AN EXPIRATION DATE. That sounds criminal that the voucher they give expires in less than a month

  Business Response

  Date: 11/08/2022

  On 10/28/22 the guest reached out via the live messaging channel, and the chatbot Pepper provided a free side of queso offer to apologize. On 10/28/22 the guest continued the conversation with a ******** Care agent, who refunded $3.05 for the missing item.

• Initial Complaint

  Date:10/30/2022

  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.

  I placed an order to Chipotle for pick-up via online ordering (and paid for online). I got to the location for pick-up and my order was not there. The store told me they had no record of my order and doubted that I ever placed the order because I could not locate the e-mail confirmation at the time. I was told to order again and pay at the store for the order. I did that and was told to call customer service and get a refund for my online order. I e-mailed customer service and because I still hadn't found my online order confirmation, I was given a BOGO coupon. I am not sure how that addresses the fact that I was charged for an order that I did not receive. I responded and then was given a free entre coupon. Again, I ordered TWO burritos, so this still does not help me and I responded again with further evidence of the charges to my credit card - one for the online order that was not there when I arrived and the other for the in store purchase. I never heard from customer service again. I have since found my order confirmation for the in store pick-up that was not there when I arrived and hopefully someone will actually look at my online account and see that I did order online and did get charged and actually refund me now for this order I did not receive. I cannot believe how much effort I have had to put forth for your wrong doing and lack of customer service in store and via Corporate.

  Business Response

  Date: 11/01/2022

  On 10/17/22 a ******** Care agent reached out via e-mail, apologized for the experience, shared feedback with local and regional management, and requested additional information. On 10/19/22 the CC agent provided a buy-one-entree, get-one-free offer and a free entree offer, each valued at $12. On 11/1/22 I reached out to the guest via e-mail, apologized for the experience, and refunded the order.

  Customer Answer

  Date: 11/03/2022

  
  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.  The refund has posted to my credit card. I hope the business understands that I placed an online order for two burritos which was not received. I then had to order two burritos in store and paid for those. Four burritos paid for, only two received. I was first only given a Buy one, Get one coupon for not receiving two burritos. I then told them this was not sufficient to be compensated for a "refund" of ONE burrito and only THEN was I given an additional free entre coupon. All I wanted was for them to give the refund for the online order paid (which they now have after this extended fight) for not received and address the poor customer service and accusations I faced in store from a staff member at the attempted pick-up saying I did not actually place the order. I will definitely not be eating at Chipotle ever again for this ordeal.

  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:10/29/2022

  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.

  K9P-8AE I didnt receive this order and it was my first order and I never received it Id like full refund to be issued

  Business Response

  Date: 11/01/2022

  On 10/29/22 the guest called the ************* phone line and spoke with a CC agent, who fully refunded this order.

• Initial Complaint

  Date:10/28/2022

  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 Sunday September, 25 2022 I visited your location at ********************************. your team member put the cheese that I asked for in a cup instead of on my bowl. when I ask why the price was so high it was told to me I got extra cheese. I responded that she choose to put it in the cup . that I didn't ask for her to put it in the cup I wanted it on my bowl. I ask for my money back. the manager came to talk with me and didn't want to give me my money she ask how did I pay. I told her I used a gift card she ask for the card i told her she couldn't refund to a gift card she said she could and took my card. instead of refunding my money she empty mine card **************** pin2431. my bill was13.10 my gift card was 25. I should have had ***** left on my card. I am asking for my refund and a apology for the unprofessionalism that was showed to me.Case thread ID : [5004U000010LS1PQAW.0034U00002n9JSaQAM] 0054U00000Cs

  Business Response

  Date: 11/14/2022

  I have reviewed the camera footage on 9/25/22 and see the cashier refund the guest the $13.10 by giving the guest cash, as this cannot be returned to the gift card, and then removing the charge for the side and charging $11.90 to the gift card for the meal. On 10/4/22 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management.

• Initial Complaint

  Date:10/28/2022

  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 a mobile order at 07:00 PM. The estimate pick up time is 07:10 PM. I wen to the store and waited inside. I waited 35 minutes for the order to be ready. I took the bag and went back to my car only find the order was not even correct, after 35 minutes wait. I went back to the store told the cashier the order was not right as my family member was allergic to dairy. The cashier throw a bag of chips at me. When asked if he is going to make the order right, he started to curse. He throw all the nasty words to me and even try to start a fight. He was trying to throw a punch at me.He pointed his middle finger at me when he walk towards back. One employee said he can make the order and another employee again started to yell at me. Apparently they think it is my fault for waiting 35 minutes and they can f*** all the customers. No apology or anything was ever mentioned by anybody. This is such a s*** show.

  Business Response

  Date: 11/01/2022

  On 10/28/22 a ******** Care agent escalated the case to the ******** Incident team. On 10/28/22 a ******** Incident agent called the guest and left a voicemail and followed up with local and regional management. On 10/31/22 a CI agent fully refunded the order.