Business Profile

Restaurants

Chipotle Mexican Grill Inc

This business is NOT BBB Accredited.

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Complaints

Name: Chipotle Mexican Grill Inc
Address: 610 Newport Center Dr Ste 1300, Newport Beach, CA, 92660-6413, USA
Telephone: (800) 244-7685

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

Customer Complaints Summary

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

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.

Initial Complaint
Date:09/29/2022
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.
Ordered online (store: *************, **) for a 7:50pm pickup, and my husband waited there until 9:45pm for the food. When I look at the reviews online and everyone is saying the same thing - takes 1-2 hours for an online order to be fufilled. This food takes 1-2 minutes to scoop out and make, and we wasted our evening due to this horrible horrible business.
Business Response
Date: 09/30/2022
On 9/30/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and requested ordering information so I can locate the order.
Initial Complaint
Date:09/28/2022
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 5/27 I placed a web order confirmation LW3-XA4. I ordered two salads one with guacamole on the side and one with guacamole on the salad. I did receive the guacamole on the side, but did not receive it on the side even though I was billed $2.65 fort it. Not adding guacamole and charging for it is a common occurrence at this chipotle. I attempted to contact chipotle to ask for a refund but the only option was a chatbot that states it could not help me and said it could not help me. I went all over the site to look for another method and it could not be found. I understand that orders can get messed up from time to time, but there should be a way to get a refund when Im charged for something that I did not receive.
Business Response
Date: 10/10/2022
On 9/27/22 the guest interacted with the chatbot Pepper and received a free entree offer (valued at $12). On 9/28/22 the guest interacted with a ******** Care agent via the live messaging channel and the agent provided a free side of guac offer and a full refund.
Initial Complaint
Date:09/27/2022
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.
I recently had a terrible experience dealing with Chipotle. They recently ran a promotion on Roblox that gave you a free entree (apparently of their garlic steak guajillo, which I didn't mind) The coupons that my entire family worked to earn so we could all eat was set to expire on the 20th of September. 5 coupons overall between us. The garlic guajillo steak was supposed to be available until the 25th Even though I had a crippling migraine, I attempted to get food for my family. While driving around, I attempted to order through the app. No garlic guajillo steak on any menu (didn't say unavailable like when they run out of ingredients. Just wasn't on the list plainly) I checked the 10 closest chipotles to me. I then tried contacting the/a store, which no matter what I said, the automated response would not let me talk to anybody. From there I talked to 3 different people in the chat text support, all while suffering this migraine. First guy claimed "we are having issues with the roblox coupons" before asking more questions then disconnecting me randomly. Second guy told me 'Oh. You just have to order normal steak which did not work either, and then he disconnected me. Then the third person, a girl, said "I have added a free entree to your profile. Also, tech support will email you for more information so we can solve it" Guess what? No free entree came up on the account. And I got no email at all from chipotle. My family still waiting on the meal, I decided to drive to my closest chipotle to see if they could do anything. I arrived and asked the worker behind the desk if they had the garlic guajillo steak, and he told me "We sent all our garlic guajillo steak to another area. In west Lafayette. Sorry" which is an hour away from my location. Why would it say it was available till the 25th? And why would they do that when peoples codes were still valid? Was a really terrible experience over all that has changed my perception of this business.
Business Response
Date: 09/29/2022
On 9/20/22 the guest interacted with two different ************* agents. On 9/29/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with the agents who did not provide the correct information regarding this promotion, explained to the guest that the code was only good for entrees with garlic guajillo steak and that they are in a test market where a different menu item is available instead, and added a free entree offer (valued at $12) to deliver what another agent promised.
Customer Answer
Date: 10/02/2022
The response in reguard to my complaint was wrong. I noted I spoke to 3 customer tech support agents, which concerns me that its noted only "2" were spoken to to correct their mistakes. The inability to talk to a store no matter what I said to their "robot" including "order was wrong", "speak to manager" and "i need to speak to someone" is also concerning. As noted, i drove for over an hour or two, was mislead by customer service multiple times, disconnected while I still had string internet connection, and told to wait for an email fron tech which never arrived after waiting days. I originally had 5 free entree codes from my family, and now only have 1 free entree after hours, then days of dealing with it. Thank you for any other help that can be provided.
Business Response
Date: 10/04/2022
Per the promotion's terms, winners were limited to one per account.
Customer Answer
Date: 10/04/2022
And as previously stated, the codes were from my family members all gathering the codes. Would have been fine to use one code per cell phone/ account. Still couldn't use them, was mislead for hours to days, and was not able to properly communicate with anyone no matter what I did.
Initial Complaint
Date:09/22/2022
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.
On 9/13/2022, I came to the ******* ******* store located at ********************************************************. The line to order was back by the entrance of the store. I waited 20 minutes to order my meals and I was told by preparer that they were out of 3 times. While the preparer was telling me this, another staff member that was walking by corrected him and told him there was plenty of one item he claimed to be out of stock in their fridge. Once I arrived home with my meal, we discovered that the food was cold and the rice was undercooked and chewy. I have tried to contact the store for 1 week straight but the automated system hinders you from speaking with a live person.
Business Response
Date: 09/23/2022
On 9/22/22 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and requested proof of purchase. FYI, rather than calling the restaurant, I recommend the guest do what was done here in writing to ******** Service or calling the ******** Care phone line at ************.
Customer Answer
Date: 09/23/2022
I am in the process of pulling my banking statement as "proof" so nothing has been done to make the situation any better. The automated system in you call into the restaurant does not give instructions on taking the steps that I took to submit my complaint so I am unsure how they expect a customer to know this? I requested that someone from the business gives me a call but I guess that will not happen???
Business Response
Date: 09/23/2022
On 9/23/22 the guest interacted with two ************* agents, one via phone, and was provided with a free-entree offer (good for any main menu item and valued at $10) and a buy-one-entree, get-one-free offer (valued at $10).
Customer Answer
Date: 09/23/2022
this statement is slightly in accurate ****** the rep that I spoke on the phone with promised 2 free entrees but could only send one over today he promise to send the other voucher via email tomorrow. I will wait to receive the other one.
Initial Complaint
Date:09/20/2022
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.
I placed an order for pickup today. And Chipotle in ******** took the order, took my money, and then never made the order. Literally, never made the order at all. I asked for a refund, and they said they were not able to issue any refunds to orders made through the app. I tried to get a refund from within the app, using their 'pepper' customer service - and it was impossible. No option for store never made the order. So they took my money for something they never fulfilled - despite advertising to me that the order would be ready to pickup @ 5:30PM today..
Business Response
Date: 09/20/2022
On 9/20/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and refunded the order.
Initial Complaint
Date:09/19/2022
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 9/17/22, I ordered food online and paid $56.61 for three meals. When we went to pick up the order, we were informed that they were out of three main ingredients, thereby cancelling several items of the order which was half of our order. We requested a refund and the manager said that would need to be requested online. We attempted to request a refund online, but Chipotle would only provide us with complimentary coupons for an order in the future. I know this has happened to several other people in my neighborhood. How can it be legal for a fast food chain NOT to give you a refund when they literally do not have the item in stock. This is very troubling as I am guessing that many people do not bother to try and obtain the same product at a later date so thus Chipotle is making money by engaging in this practice. We frequently order and pay for food online and we have never experienced this practice at any other restaurant, either local or chain; I do not believe this practice is customary, nor ethical and possibly illegal.
Business Response
Date: 09/20/2022
On 9/20/22 I reached out to the guest via e-mail, apologized for the experience, and requested more information to help me locate the order.
Initial Complaint
Date:09/18/2022
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.
Tonight, for the 2nd time in as many weeks, I attempted to go to this restaurant to purchase their services. For the second straight time, when I arrived, I was greeted by a sign on the door that stated "due to employee shortage, we are accepting online orders only". THe problem is there is not way to know this until you arrive, I tried calling the store only to get a recording that will not allow me to talk to anyone. Additionally, they do not accept their own gift cards for online orders. Why sell them if they don't accept them. No one at the company will return a call or answer any questions.
Business Response
Date: 09/19/2022
On 9/19/22 I reached out to the guest via e-mail, apologized for the experience, shared that some locations are only accepting online orders temporarily because of staffing shortages, and explained how to add a gift card to a Chipotle online ordering account.
Customer Answer
Date: 09/19/2022
A generic email is not a proper response
Business Response
Date: 09/19/2022
On 9/19/22 the field leader overseeing the restaurant called the guest regarding this visit and shared information regarding employees and this situation.
Initial Complaint
Date:09/17/2022
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 9/17/22 around 3;00 PM I went to the Chipotle in *********** ********. It was only one person completing the orders named ****** or *****. He actually stayed over because someone called out from work. It was several other workers in the store and even as the line grew longer and longer nobody stepped up to help him. When I walked in Chipotle It was only 3 people in front of me and I was still in line for almost 30 minutes. It wasn't until everyone in line started complaining that a female worker came up and started helping ***** fix the orders. Even in the mix of her helping she was speaking to him ver rudely like she had an attitude. For it to be a Saturday Afternoon and the only chipotle in the city it seems like everyone worker would have stepped in and helped. This is one of the worse chipotles I've ever been to but it's the only one near me so I have no other options when I went to go to chipotle.
Business Response
Date: 09/19/2022
On 9/19/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and requested proof of purchase so I can look into the matter further.
Initial Complaint
Date:09/17/2022
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.
09/09/22 Order #*** I have been going to essentially that same chipotle for over a decade. I only order rice and beans. I was provided little rice where I could see all sides of the bowl when I asked for more the employee rolled her eyes and gave me slightly more, with the beans I was also provided a very small amount, when I asked for a little more I was given maybe 10 more beans and again was meet with an employee who was annoyed and signed as if I was asking too much. From there I order my guac and corn on the side simply because I don't like onions so I pick them out later. The cashiers first comment to me was "you know we will have to charge you for four sides" with attitude... I asked why has guacamole is inculcate in my bowl and her response was "so you don't have gauc in your bowl?" Mind you it was with attitude. I told her no. She said well I still have to charge you for 3 sides. I asked why. Was told well guacamole comes with a veggie bowl and sides of corn do not. I again questioned that as corn is also is included, and she proceeded to tell me "well, yeah but it's not in your bowl, I know it doesn't make sense but I have to charge you" ..... I was charged ***** for essentially rice and beans. I understand being charged for chips and my tortilla on the side. But to have attitude and be charged extra for corn I simply don't understand. It was thee rudest experience I have ever had out of over a decade of getting chipotle. I have been dissatisfied with bowls or amounts etc... but I have NEVER had the treatment I received nor been charged for a side that comes with my order. When I contacted their corporate office I was given a buy one get one that was just applied to my chipotle account. To me all that stated was ok well just but another meal. I live alone, 2 meals for the price of one does me no good, the second meal would be wasted. When I expressed this in response to their offer I received no response. I have more to say but no more ro
Business Response
Date: 09/19/2022
On 9/11/22 a ******** Care agent reached out via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a buy-one-entree, get-one-free offer (valued at $10). On 9/19/22 I reached out to the customer via e-mail, apologized for the experience, shared feedback with local and regional management, explained what constitutes a charge for a side that is not part of the meal, shared that it looks like the guest appears to have been charged properly, voided the previously provided BOGO, and replaced it with a free-entree offer (good for any main menu item and valued at $10).
Initial Complaint
Date:09/17/2022
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.
Order Chipotle using app - order#DC9-UA2 - email used ***************** 4 entrees were ordered - every order was wrong, 3 were cold, 2 burritos & 2 bowls and the order was late by ************************************ front of us the gentleman that brought out our order brought out 7 orders at a time. There was a lady there that was before me and her order was still not up. Charged for extra chicken, guacamole, double wrapped & no chips (chips were part of reward program). I have tried to contact Chipotle 3 times. Chipotle gave me one free entree and 3 bogo free entrees - or should I say the bot from their website is giving me. I have tried numerous times to get a person. Which I got for one second and then it went back to the bot named pepper. I disputed the charge through my Apple Pay. I have Crohns disease/IBS (yes, I was diagnosed for both) and the entree did not agree at all with me. EVERYTHING was wrong Except they got the protein right. No fajitas veggies, added cheese, no guacamole, added rice, black beans vs ****** exra salsa vs light, double wrap vs single wrap, no lettuce, no cheese for another, added rice, red salsa vs corn salsa & white rice instead of brown rice. I want a refund. Period thee end. Apple Pay amount was ***** and the transaction # *****ACB0D87.
Business Response
Date: 09/19/2022
On 9/16/22 the guest reached out via the live messaging channel, and the chatbot Pepper provided a free entree offer and three buy-one-entree, get-one-free offers (a $40 value in total). On 9/19/22 I escalated the case to the Customer Incident team for an agent to follow up.

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Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.