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.

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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:09/14/2022
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 trying to reach anyone at chipotle to get my money back, but still no resolution. I was double billed on my credit card, and I feel it was with the intent to do harm. I feel it is no doubt it was a race thing; it was pointed out to me as I was leaving with my wife that "I was in the wrong neighborhood" by a man that was talking to the girl that ran my credit card twice. She ran it once and said it didn't work, so my wife ran it a second time which worked because I was watching with much more intent. Now for 3 weeks I've been trying to get my $27 back, never thought it would be remotely this challenging. I don't dear go back to the store that ripped me off after all I'd be in the wrong neighborhood again, and I'm not about to get threatened again over $27. the fellow customers I had no issues with me and my wife being there, but the staff failed to protect me from themselves. I guess if you are in a strange town, or an unfamiliar part of town, Chipotle is not a safe place to be.
Business Response
Date: 09/14/2022
On 9/14/22 I escalated this matter to the Customer Incident team for follow-up.
Customer Answer
Date: 09/16/2022
there has been zero attempt by chipotles to reach out to me. I've been trying for 3 weeks to reach anyone, and even after the BBB has gotten involved I see no added effort in them trying to resolve this matter at all. Now I am forced to dispute both charges and go through the added hassle to recover what moneys have been taken from me. Once again, all this over $27.00. I hope they do a better job of watching the quality of food verses the quality of customer service.
Business Response
Date: 09/19/2022
On 9/14/22 a Customer Incident agent called the guest and got a message that "the person you are trying to call is unable to receive calls at this time." On 9/14/22 The CI agent called again and left a voicemail message. On 9/19/22 I reached out to the Customer Incident team requesting a follow-up.
Initial Complaint
Date:09/12/2022
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.
This Chipotle is the worst location in all of the state of Georgia. I have lived in the area almost all my life, and this location has been constantly bad! The food is almost always never fresh, the constantly get the food order wrong, the amount of care and customer service the workers give to the food order is nonexistent. I try to avoid this horrible place at all cost. But I recently ordered from this because of DoorDash, and this was the last straw. I am ******. My tacos arrived balled up and thrown in the bag. Not only was the care for my food not there, and rather offensive, but they also got my order wrong! I do not think that they just got my order wrong, I think that they just didnt care. As This is their track record of customer care at this location. This is the most ghetto and horrible location of all the Chipotles, due to food quality and customer care.
Business Response
Date: 09/13/2022
On 9/13/22 I reached out to the guest via e-mail, apologized for the experience, requested additional information so I can identify the location in question to follow up with them and confirm the order, and advised that if the order was placed directly via DoorDash, the customer will need to reach out to them for a refund as third-party services do not share payment information with Chipotle.
Initial Complaint
Date:09/09/2022
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 online order for pick up and was given someone elses order. The guacamole was the only correct item in my meal. All of the toppings were wrong. I attempted to call the store and was told I had to go online. I chatted with ****** but she didnt understand what I wanted as a reposition and there was no live person. I want a refund. I didnt pay $14 for a bowl and $12 for a burrito for it to be wrong. Im to the point where I cant buy chipotle unless I go in the restaurant. Theres ALWAYS an issue and Im always hesitant anymore to go because of this.
Business Response
Date: 09/12/2022
On 9/9/22 the guest reached out via the live messaging channel, and the chatbot Pepper provided two free buy-one-entree, get-one-free offers (a $10 value each). On 9/12/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and refunded the order.
Initial Complaint
Date:09/09/2022
Type:Customer Service 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 Chiptole app has been stolen a SECOND time. Chipotle did not really help me or give me any further things to prevent it from happening. I found several orders on Chipotle I do not recall making and it appears my email is locked out now. It is egregious that this is now happening a SECOND time!!!!! Chipotle has no customer service number and have not yet called me back in regards to my problem!!!
Business Response
Date: 09/12/2022
On 9/12/22 I escalated the case to the Customer Incident team to follow up with the guest.
Customer Answer
Date: 09/12/2022
******************* told me to submit something to my bank (which I will already have done) and are not recognizing my email, even though it is the primary email I have used with Chipotle for years prior (and had previous incident escalated through it). There is no resolution to this issue and yet again Chipotle has ignored the problem.
Business Response
Date: 09/13/2022
The Customer Incident team is not finding the guest's e-mail account and requests that the guest send a screenshot of the charges. Ideally, the customer will reply to the Customer Incident agent working the case and that has e-mailed the guest.
Customer Answer
Date: 09/16/2022

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:09/08/2022
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.
This business is corrupt and does not follow policies held within the company. No one is following code and this place needs to be investigated
Business Response
Date: 09/12/2022
On 9/12/22 I reached out to the guest and requested more information about what the issues are and the location where this was experienced.
Initial Complaint
Date:09/07/2022
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.
Today on 09/07/2022 at 11:45 I went to chipotle on *************** in ************, **. I was very excited today because I earned enough points to get a free meal through the rewards program. I regularly come to chipotle. That said I went through the line today and the person making my meal did not want to give me a legitimate amount of cheese. She at first grabbed literally 3 shreds of cheese that she fit between her index and thumb and placed it on my meal. I asked for additional twice and the same thing was done. I gave up and went to the cashier and told them about my issue. He then had some cheese put in a container and charged me almost 2 dollars! My free meal was free no more. The lady behind me received the same amount of cheese as I did (if you include my extra container) and was not charged. I got charged for a regualr amount of cheese that the employee chose to deprive me of. I would like my money back or I dont plan to return in the future. It is very sad I usually have great experiences but the staff did not seem concerned with my issue. Please make this right.
Business Response
Date: 09/12/2022
On 9/12/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and refunded the amount charged for this order.
Initial Complaint
Date:09/06/2022
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 an online, pickup order at the ********* **************** Chipotle located at **********************************************************************. When I arrived at the store, I found loud music was being blasted and no one was at the counter. I waited around for a while, and called out for someone to help with my pickup order - but no one can hear me because of the exceedingly loud music. I finally found an employee in the back (he identified himself as ****, the store manager) - however, instead of helping me with the pickup, he berated me to coming to find him and threatened to call the police. Somehow trying to pick up an order I paid for is now a crime...
Business Response
Date: 09/09/2022
On 9/9/22 I created a case and escalated it to the Customer Incident team to follow up with the customer.
Customer Answer
Date: 09/09/2022
I am waiting for followup from the respective team, as indicated in the business's response.
Business Response
Date: 09/12/2022
On 9/10/22 a Customer Incident agent left a voicemail for the guest and sent an e-mail with their contact information.
Customer Answer
Date: 09/13/2022
No response received after replying back and myself leaving a voicemail.
Initial Complaint
Date:09/02/2022
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 scheduled a fundraiser with Chipotle to be held on August 31, 2022. We advertised for several weeks ahead of the fundraiser, several of our sports team scheduled to have their team dinners at Chipotle that night, as well as many families from our community and when the first of the teams arrived at the restaurant, the restaurant was closed. A sign on the door said online orders only, however the online order was unavailable. The doors were locked and there was no one in the restaurant.
Business Response
Date: 09/09/2022
On 9/9/22 I reached out to the Fundraiser team to follow up with the guest regarding this matter.
Initial Complaint
Date:09/01/2022
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 have requested Chipotle to close my rewards account but I have not received a response.
Business Response
Date: 09/09/2022
On 9/9/22 I reached out to the customer via e-mail to confirm the account deletion request.
Customer Answer
Date: 09/09/2022

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:09/01/2022
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 had a very bad experience, dried out, hard food. I filled out the survey using the information on the receipt and then discarded the receipt thinking they would contact me. They never did. I remembered a couple months later and sent an email to the company. I got a response, I told him what had happened and that I wanted my money back. He said he didn't have access to my survey response. He wanted me to send him a screen shot of my bank statement for the charge, however, I had used a gift card that I bought from Giant Eagle I believe. He said he couldn't do anything for me. So they just get to keep my money for inedible food? This isn't right. My order was for 3 burritos. Here is some background on the condition of the food line: there was no white rice, someone came to fill the brown, but there was a bunch of food stuck on the bottom of the pan which could have fallen off into the other pans. The beans had cracks on them and were all dried out. They were out of sour cream, guacamole and corn salsa. The Pork was all dried out and stuck to the side of the pan. I chose the chicken hoping that one was not dried out, wrong. I chose brown rice due to no white rice and the brown rice was hard as if it was not cooked all the way.
Business Response
Date: 09/12/2022
On 8/15/22 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and explained to the customer that we are unable to return funds to gift cards and do not receive receipt surveys. On 9/12/22 I reached out to the customer via e-mail, apologized for the experience, explained the gift card and receipt survey matters again, and provided three free entree offers (valued at $10 each).

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Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.