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Business Profile

Restaurants

Chipotle Mexican Grill Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Chipotle Mexican Grill Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Chipotle Mexican Grill Inc has 578 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/08/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 8th, 2022 I placed an order around 8:30PM for pick up at the Chipotle location at *******************************************************************. Upon arriving to pick up my order that was scheduled for 8:50PM it was not ready yet. The gentleman working stated they were behind and my order would be done shortly. After waiting for ************************************************************************************************************* that they may have lost the order. I asked if they could simply remake my order as I had not received it they stated they could not. I asked to speak to a manager but both employees ignored me and claimed they did not know where a manager was. After waiting for a few more minutes I once again asked if they could simply remake my order he reached into the trash can and pulled my receipt out after claiming they had lost it. I still had not spoken to the manager so I once again asked and the manager (****) came out of his office with his headphones on. He still would not refund my order or remake my order. I left the restaurant after waiting 45 minutes for the workers to lie about losing my order and receipt and that they could not get their manager and still have no idea on if I will be getting my money refunded.

      Business Response

      Date: 10/10/2022

      On 10/9/22 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional feedback, and fully refunded the order.

      Customer Answer

      Date: 10/10/2022


      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:10/06/2022

      Type:Delivery Issues
      Status:
      Answered
      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 on 10/6/22 online for delivery. I received a fully incorrect order so I tried to contact chipotle. The customer service is only a bot called pepper. Im unable to speak to anyone. I just want a refund for my order since it was incorrect. Order number QG9-LA9

      Business Response

      Date: 10/10/2022

      On 10/6/22 a ******** Care agent reached out via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a free entree offer (valued at $12). On 10/6/22 the guest interacted with the chatbot Pepper, which provided a free entree offer, (valued at $12), a buy-one-entree, get-one-free offer (valued at $12), a free chips & queso offer (valued at $5), and a free side of guac offer (valued at $3). On 10/10/22 I reached out to the guest via e-mail, shared feedback with our delivery partner, and fully refunded the order.

    • Initial Complaint

      Date:10/06/2022

      Type:Product Issues
      Status:
      Answered
      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 5, 2022, my wife placed an order through the Chipotle app (Confirmation #: BG8-6AK) for pickup at the ***** Road location. We picked up our food order and drove home for dinner where we realized sour cream was added to my burrito bowl. The order receipt clearly shows no sour cream on the first bowl, so we reached out to Chipotle to request a refund for the incorrect item. Unfortunately, we have not been able to reach a human employee with Chipotle as their customer service department always routes us to their Bot assistant "Pepper". The Bot's offered resolution, however, was to issue a buy one get one coupon, which is not a satisfactory resolution. They didn't even offer a free meal in place of the one they made incorrectly without obligating me to spend more money with their organization.

      Business Response

      Date: 10/12/2022

      On 10/5/22 the person who placed the order interacted with the chatbot Pepper, which provided a buy-one-entree, get-one-free offer (valued at $12). 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 refunded the affected item. 

    • Initial Complaint

      Date:10/06/2022

      Type:Product Issues
      Status:
      Answered
      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 got a check from chipotle for a class action they had to pay out to customers for delivery fees. I got the check 20$ and cashed it and I notice 2 days ago the check was returned to me for insufficient funds on their part plus my bank charged me 30$ for the returned check. I have copies of the returned check and letter from my bank charging me a extra 30$ fee.

      Business Response

      Date: 10/10/2022

      On 10/10/22 I escalated this case to the Customer Incident team for follow-up.

    • Initial Complaint

      Date:10/05/2022

      Type:Product Issues
      Status:
      Answered
      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 September 21, 2022 I ordered food from Chipotle. The address is ***********************************. I gave the cashier a $20.00 bill to pay for my order. She gave me my $5.00 back and failed to give me my change. I asked for my coins and she then stated that they don't have any coins. I decided to call ***************** It took three attempts to reach an operator. She took my complaint and apologized. I was given a reference number. To-date, i have not been contacted to discuss this matter in detail. I sent an email to Chipotle and received a response. However there has been no attempt to return my money. Although this is a small fee, they are taking money from each cash paying customer. I don't think this is appropriate for a large corporation not to give customers their change. Their rationale is that there is a change shortage in *******. To which I reiterated that there are several banks not more than three blacks from their location. Please investigate this matter, as they are not making an honest attempt to contact me. The very least they could have done is to post a sign at the register to alert cash paying customers that they have no change. Thank you for you time and assistance.

      Business Response

      Date: 10/10/2022

      On 10/10/22 I escalated the case to the Customer Incident team for follow-up.

    • Initial Complaint

      Date:10/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Today 10/3/2022 I visited the Chipotle location nearest me which was ********************************************************* in which I encountered really bad service from team member ***** and two other staff members (who were both girls) working the night shift. I walked in hoping to be served and there was no line and was instantly ignored by ***** and his female colleague who seem unoccupied at the time. I stood there for a good 10 minutes before a line began to form behind, ironically by chance the customers were caucasian. I am African American. It wasn't until the two caucasian gentlemen walked in that they decided to pay attention to me and kill the line. When it was time to order my food I specified that I didn't want corn in my food and the girl preparing my food proceeds to put corn in my food and looks at me with a crazy look. I was very frustrated that I paid for this and demand a refund of $11.92 and that management talk to ***** and the team working this night shift on work etiquette. I have also attached complaints from other people about there experiences with this specific location that I agree with.

      Business Response

      Date: 10/04/2022

      On 10/4/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a refund.

    • Initial Complaint

      Date:10/03/2022

      Type:Product Issues
      Status:
      Resolved
      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 September 30th I placed an order through the Chipotle app for two Burrito bowls, one was redeemed as a free item the other was paid for in full. The free bowl had a selection of extra rice as there was no beans in it or many toppings per my selection and the other bowl had a standard amount of rice selected. Upon arrival of the order both bowls had maybe one quarter full of rice barely even enough if I had selected light rice but we didnt we selected extra and normal. I do not believe if I redeemed a free bowl that I should be treated any less this is appalling and the Chipotle that I ordered this from (***** ************* ********* **) has given me nothing but problems most of my orders from there always have something wrong we just never bother to complain but this one is absolutely egregious. My confirmation number is M19-2AQ. I tried to speak with someone via the app but it just kept giving me the run around and I only managed to get a bogo coupon I dont want a bogo I want a refund so I dont have to initiate a chargeback even your ******* support did nothing just a very generic response. Please start a refund I have no intention of even dealing with chipotle again this was my last ordeal with this company I cant even reach a person when I need help I tried calling the store and the automated system gave me the runaround never connected me to a person.

      Business Response

      Date: 10/04/2022

      On 9/30/22 the guest reached out via the live messaging channel, and the chatbot Pepper provided a buy-one-entree, get-one-free offer (valued at $12). On 10/4/22 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 $12 each).

      Customer Answer

      Date: 10/04/2022


      Better Business Bureau:

      I have reviewed the response made by the business in reference to the complaint and accept their response, however this is not what I expected I asked for a refund not more free vouchers. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

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

       

    • Initial Complaint

      Date:10/02/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 a Chipotle account with email address as ********************** For the past few weeks, I am unable to login to my Chipotle account which not only has my credit card information but also a $50 gift card.I reached out to customer support and so far they have not been able to resolve my issue. They asked me to create a new account so that they can transfer the gift card balance to new account. After I did this, they never transferred the gift card amount from old account and stopped responding to email.It is not just about the money but there is no way I can delete my stored information like credit card from old Chipotle account.

      Business Response

      Date: 10/06/2022

      On 10/4/22 a Customer Incident agent reached out to the guest to get more information about the gift card to verify the card.

    • Initial Complaint

      Date:10/01/2022

      Type:Product Issues
      Status:
      Answered
      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 had several issues with the Chipotle location on Main Street in ********* ****. I have emailed customer care several times and each time they offer appeasement and advise that the issues will be addressed with the store but the same kind of things continue to happen. Either the store doesn't care about customer feedback or the feedback isn't being sent to this location. At this point, I have no idea what to do other than not frequent this restaurant, which is one of our favorites. On 7-8 separate occasions over the last year, we have been missing something extra that we paid for. In most cases, it's the double meat but has also been sides of queso and guac, sometimes the large sides which cost more. However, after the last two experiences, I am done. Last week we ordered food from this location. When we got home and opened one of the burritos, it appeared that someone had taken a bite out of it. I contacted support and they offered a free entree coupon and a b1g1 coupon. Last night we decided to use these coupons and ordered 3 burritos. None of the burritos had extra meat. I am unsure if this location doesn't offer double meat because it has happened too many times to be an error. Again, one of the chicken burritos appeared to have a bite out of it. I know for sure that there is no way we received two burritos in two weeks with bites taken out of them so I am guessing that it's just the way the burritos are being wrapped (this time we at least found the missing piece of tortilla. That burrito had to be dumped out into a bowl because it could not be eaten as a burrito. The second chicken burrito was missing all salsa (corn and tomato), fajitas, and sour cream and as mentioned above did not have double chicken as there were like 10 pieces of the chicken total. I know I am not the only one having issues with this location and know 3-4 people that don't frequent this one any longer. I really just want to know that this feedback is being provided to this location.

      Business Response

      Date: 10/03/2022

      On 10/3/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, explained that past pictures appear to show burritos that split based on how they were wrapped, and provided two free entree offers (valued at $12 each).

    • Initial Complaint

      Date:09/29/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 online delivery order on Chipotle website on Sep 29, Confirmation Number: RJ3-3AE. After waited 1.5 hrs, I finally received my food. However, the food I received were completely cold... One food container was also broken and there were messy leaks in the bag and also those leaks got on my furniture so I have to clean... After this long wait I just got inedible food... I would like a refund of my order which is $35.46, thanks.

      Business Response

      Date: 09/30/2022

      On 9/29/22 the guest called the ************* phone line and spoke with an agent, who apologized for the experience, shared feedback with local and regional management, refunded the order, and provided a free entree offer (valued at $12).

      Customer Answer

      Date: 09/30/2022


      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.

      Regards,

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

       

    Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.

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