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 578 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

  140 Steele St Denver, CO 80206-5216

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:10/27/2022

  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 came into the crossroads location (********, **) and placed an order around 8:45pm on 10/26/22. My order consisted of 1 Steak Bowl, 1 Steak Burrito, 1 Chicken Burrito and 4 small soft tacos. My Steak Bowl consisted of White rice, Steak, Veggies, Sour Cream and Cheese. My Steak Burrito consisted of Double White ***** Beans, Steak, Sour Cream and Cheese. My Chicken Burrito consisted of White ***** Chicken, Sour Cream and Cheese. My 4 small tacos had ONLY white rice and sour cream. When I proceeded to purchase my order, I was in the process of scanning my membership # and entered in my credit card. I noticed the total was $58 and was confused. As my CC is in the machine, I asked the waitress to look at my order because that doesn't look correct. She proceeded to look and ask for a manager. By this time, my card was charged. As I was waiting for the manager, I went to grab utensils. I came back and she was ringing another customer. Realizing I didn't even receive a receipt, I asked for one so I can understand myself why I was charged so much. By this time, the manager made an appearance and said they already rung up 2 other customers so they weren't able to provide a receipt. I never received one. I then asked for them to ring up my order again, so I can get a understanding. While doing this, they informed me they charged me for extra rice on all of my orders. I didn't get extra rice on every item and couldn't understand why I was charged. Again, I'm never charged for extra rice considering my bowl consists of 4 ingredients. The manager said my only option would be to call corporate. He refused to give me his name and became extremely disrespectful. Chipotle doesn't disclose charging extra and it's not stated anywhere in the restaurant this is the case. Also, not receiving a receipt for an order I purchased is wrong. I should be able to receive an itemized document stating what I paid for. The team at this location needs to be trained again and I need to be contacted.

  Business Response

  Date: 11/01/2022

  On 10/27/22 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and requested additional information to confirm the order. On 11/1/22 I reached out to the guest via e-mail for more purchase information to confirm the order.

  Customer Answer

  Date: 11/01/2022

  I did not receive a response. I provided all of the information requested and no action was taken. 

  Business Response

  Date: 11/01/2022

  On 11/1/22, after receiving information to help locate the order, I fully refunded the order and shared a copy of the receipt with the guest.

• Initial Complaint

  Date:10/25/2022

  Type:Delivery 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 10-22-22, we placed online orders at Chipotle.com that were not made as instructed. This was a 17-entree order (18 if you count my husband's that he ordered through his account, which was also screwed up). This was an order for my birthday party. When I asked them what the delay was (the order was for 3:30 pm pickup and it was already 20 minutes late), I was told that they ran out of chicken. They substituted steak in much smaller quantities than would normally be included. I overheard that they also ran out of carnitas and I was told they ran out of garlic steak. Based on the entrees that we received, they must have also run out of black beans and pico, which they never mentioned. To add insult to injury, mine had sour cream on it and I dislike sour cream. We also never received the Mexican Coke. When the store finally finished fulfilling the order, the manager (**********************) stated that she would refund any entree that was unsatisfactory. I reached out to the restaurant Sunday and spoke to a ******** (he was from another location and covering for the manager). I explained the situation and he said that he had no problem issuing the refund, but that he would need to reach out to ********* and verify everything and that he would call me back. I never heard from him or the store. I have tried to reach the restaurant by phone multiple times and no one ever answers. This is unacceptable. I then reached out to Chipotle's customer service and have gotten nowhere with them. I paid almost $200 for items that we either never received or were prepared incorrectly. Many partygoers were not happy with their entrees.

  Business Response

  Date: 10/26/2022

  On 10/24/22 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided four free entree offers (valued at $12 each). On 10/26/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, explained that we are unable to return funds to gift cards, and provided two free catering-for-10 offers (good for any spread or burrito by the box for up to ten people and valued at $150 each).

  Customer Answer

  Date: 10/26/2022

  
  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:10/25/2022

  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.

  Restaurant ************ Restaurant State: ** *********** of Visit: 2022-09-28 12:45 PM I went into Chipotle to order a bowl using the flexa ETH promotion.After building my bowl the cashier did not know how to process the Flexa payment. Which clearly showed as still active in the app. I told him the instructions said to hit **** on the register and he said he didn't have that option. I went to talk to people to only realize I was also never given a receipt. I would like a refund of my bowl and the balance I had to transfer to Flexa as I will not be able to use that money for anything in the future. I reached out to Chipotle and requested a refund to which they gave me an account credit of $10. 1. I told the that is is less than the cost for the bowl and I also will never be ordering from chipotle again and do not want an account credit. After than I did not hear from them for about 2 weeks. From then they started the process over again. I provided my statement showing the purchase and they responded "Thank you for reaching out regarding our Proof of Steak promo! Due to an overwhelmingly positive response, this promotion ended early on the evening of September 29th, 2022" and did not refund my purchase. That explanation still does not explain anything since I tried to make the purchase on the 28th. I would like my purchase of $13.85 + roughly $5 deposited into the Flexa app. For a total refund of $18.85.

  Business Response

  Date: 10/26/2022

  On 10/25/22 a ******** Care agent provided the guest with a free entree offer (valued at $12) to make up for this experience.

  Customer Answer

  Date: 10/26/2022

  First off it was $10, secondly I spent over $13, thirdly I wanted a refund not credit as I will not be buying anything from chipotle in the future. 

  Business Response

  Date: 11/01/2022

  On 10/27/22 a ******** Care agent refunded the guest's 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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:10/24/2022

  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.

  On October 23, 2022, at approximately 7:45 p.m. my granddaughter submitted an online order for the Chipotle in **************, **. The order was supposed to be ready at 8:10 p.m. We arrived at the restaurant around 7:50 p.m. to find the pick-up line wrapped around the building with about ***** cars in line. When we arrived to the window 40 minutes later, the employee at the window said she was sorry but due to employees calling out during the day and the lack of food, that my order was cancelled. She offered free chips and a drink. I asked how I was to get my money back, and she indicated that I should contact customer service and the phone number was online. When I contacted customer service, they require me to give them an order number, which I do not have. Evidently the email my granddaughter input was incorrect. I have my bank statement that shows the charge for the food. I stopped by the restaurant at 4:15 p.m. on October 24, 2022. I asked to speak with the manager and got the same employee from the previous evening. She clearly remembered me from the evening before. I told her I called customer service, and they could not help me since I did not have the order number. She told me that she could not help me either. I asked if she would be able to give me a gift card. She didn't have gift cards but offered coupons or a free meal. I did not want the meal and asked if she could write on a paper that we were entitled to a free meal so my granddaughter could pick it up at a later date. She wrote free meal on a card with a value of $15.00. I reminded her that the meal I paid for was $21.38 with tax. She refused to change the card and told me that I could have come into the restaurant the previous evening to retrieve my food. She clearly had said the opposite the evening before. When I reminded her of what she actually said, she pretty much said I was lying, and that the conversation had been recorded. I am asking that my bank account be credited $21.38.

  Business Response

  Date: 10/25/2022

  On 10/25/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and requested the e-mail address used to place the order to verify it for a refund.

  Customer Answer

  Date: 10/26/2022

  
  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:10/23/2022

  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 ordered last night and when I received the food my chicken wasnt there it was Barbacoa instead and little do they know Im allergic to that and i ate it and then I threw up so now I just want a refund because Im in the hospital and they told me it was food poisoning now I want my money

  Business Response

  Date: 10/25/2022

  On 10/24/22 the guest called the ************* phone line and reported to the agent that this 10/22/22 order was not delivered. The agent apologized for the experience and provided a free entree offer, valued at $10. On 10/25/22 I created a case and escalated it to the Customer Incident team based on the alleged food poisoning. The CI team will follow up with the guest.

• Initial Complaint

  Date:10/19/2022

  Type:Billing 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.

  This is a continuation of the original complaint that was filed with BBB with Complaint ID ******** where business claimed that they have reached out to me to verify the gift card and resolved the problem.Chipotle did reach out to me and still haven't resovled the problem. Chipotle support replied to me on Oct 10th that they would add certain rewards to my account in lieu of replacement for the gift card however no such action was taken and no rewards have been added to the account. I followed up with Chipotle again and they have stopped responding again. (Chipotle's response attached).They have also not provided information about whether they have deleted my blocked account and all personal information stored with it (including Credit cards). I will look forward to file a separate complaint with California Consumer Privacy Act (CCPA).To others reading the complaint, I advice against using Chipotle app and storing any information. This back & forth with Chipotle has been going since Sep 12th and something that could have been resolved in few days if not hours and should not require BBB complaint. A $50 gift card isn't much but a multi billion dollar company attempting to grab something monetory by locking access to your account and doing nothing about it goes against regular business ethics.

  Business Response

  Date: 10/25/2022

  On 10/25/22 a Customer Incident agent reached out via e-mail, apologized for the issues with this and the delays, provided additional information about the guest's account information, and provided two free meal-for-two offesr (good for a single visit with two main menu items, two fountain drinks, and one order of chips and guac and valued at $30 each).

• Initial Complaint

  Date:10/19/2022

  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.

  My issue is that I ordered dinner tonight October 18 through my Chipotle app for pick up at the restaurant. I picked up my order and when I got home to enjoy my meal the hard tacos that I ordered were not there, I received a soft tacos. Medically speaking, I am in a position where I cannot consume soft tacos without getting sick. On top of having a medical concern I am also pregnant and now I am without my meal. I contacted chipotle via the pepper chat in my app and was declined compensation for the fact that my order was wrong and was denied it based on the fact that this location has made so many mistakes that they now refuse to take accountability and give compensation when they s**** up. So all I am gathering from this is that a restaurant is allowed to s**** up so many times where the customer is screwed over if something is wrong and thats not OK.

  Business Response

  Date: 10/25/2022

  On 10/25/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and refunded the affected menu item.

  Customer Answer

  Date: 10/25/2022

  
  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:10/13/2022

  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.

  On October 9, 2022, I went to this Chipotle for a meal. I usually order inside because I dont like the consistency of the food when I take it home. I was informed alongside other customers that they were short staffed. It would be 15 minutes before I could get my order because so many people had ordered delivery.The staff was near-silent in making at least six customers wait, one of whom departed the building. While I understand the employees are working hard, this is disastrous. Unless these problems are not apparent, Ill never come back to this location again.

  Business Response

  Date: 10/25/2022

  On 10/25/22 I reached out to the guest via e-mail, apologized for the experience, and requested the location where this visit was so i can share feedback with the team.

• Initial Complaint

  Date:10/12/2022

  Type:Delivery 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 Oct 12, I placed an online delivery order on Chipotle website, Confirmation Number: 18Y-SA6. My order includes 2 steak bowls. However the food I received is a chicken bowl with spicy salsa, which is completely different from what I ordered. This is something I cannot eat and It's so disappointing. I would like a refund which is $40 back to my card... thank you

  Business Response

  Date: 10/13/2022

  On 10/13/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management and our delivery partner, and fully refunded the order.

  Customer Answer

  Date: 10/13/2022

  
  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:10/11/2022

  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.

  9/18/22 @ 5:36pm (*****) order # *** Host: ****** Address: ******************************************************************************************** I ordered, sat down in an empty restaurant. I was eating when ****** the cashier/associate went to where I was eating and start to sweep. She swept so hard and so much force that the trash hit my foot. I asked her to stop and if she could start somewhere else while I ate since she was lifting all that dirt. Which I found to be disgusting! Not to mention rude and lack of manners. She said no, that she was doing her job and that nobody has ever complained. So I told her, but I'm complaining. She kept sweeping and hitting me ith the trash gathered on my feet. I asked for the manager....manager claimed to be ***. I explained the issue told her that I found that inappropriate. She looked at me never said anything and in Spanish told ****** to continue sweeping and doing her job. That she wasn't doing anything wrong. I got up and asked another associate what the Gm's name was, *** approached and said I am.. I was appalled that she would treat her customer like that. I asked for her card she refused. I grab a card that was displayed with ******************* written on it. I asked her to verify her name, she said *** and proceeded to say " you can call who ever you want" THAT IS BEYOND UNACCEPTABLE!! I have NEVER been treated like that! That is one of my places to go eat. I will never return to that store. I want this resolved, and I want my money back. This is not the level of service anyone should be providing especially not the *** And this is definitely not the kind of service any customer should ever receive! Order: GG Steak Bowl $11.65 Guac $2.50 Total on CC $ *****. I want an apology from *** the so called GM and my money back!!

  Business Response

  Date: 10/12/2022

  On 10/12/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and fully refunded the order.