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:08/27/2022
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.
Missing items from my order. They attempted to resolve issue with coupons but the store are always out of chips, ******************* Id like a refund for 2 large chips with queso/guacamole.
Business Response
Date: 08/29/2022
On 8/29/22 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:08/26/2022
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.
The business uses false advertising and price gouging. I bought a burrito but it was not the one advertised.
Business Response
Date: 08/29/2022
On 8/29/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, explained that were not able to reverse transactions made outside of Chipotles systems and that the guest will need to reach out to Postmates directly, and provided a buy-one-entree, get-one-free offer to apologize.
Customer Answer
Date: 08/30/2022
The business should refund since it engaged in false advertising and accepted payment and did not deliver the product.
Business Response
Date: 08/30/2022
Unfortunately, were not able to reverse transactions made outside of Chipotles systems. To protect their customers privacy, Postmates does not share payment information with each vendor/restaurant they work with. As a result, Chipotle is not able to reverse a transaction made through their network. For further assistance obtaining a refund you will need to reach out to Postmates directly at https://support.postmates.com/buyer or via ******* at @Postmates_Help.
Customer Answer
Date: 09/01/2022
I submitted a receipt verifying payment for the business and document showing correspondence with Postmates. The business engages in false advertising and accepted payment and did not deliver the advertised product. The business is liable.
Initial Complaint
Date:08/26/2022
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.
I order lunch via the Chipotle website on 8/26 around 11:30am. Per the tracking information on Chipotle's website, my order was to be delivered by 12:16pm. I could see that the Dasher was waiting at the store for an extended period of time and then left without any communication. My order was then placed back in Order Confirmation status. This has been a reoccurring problem with the *********** location. I've had ******** tell me in the past that the staff is rude. I experienced this firsthand when calling the store manager to complain about a delivery order that was missing food. When you spend $30 on one meal all you ask is that it's delivered on time and is accurate. I tried to resolve my issue with "Pepper" the Chipotle chatbot, but ****** was unable to address my concern or direct me to a human being that might be able to help me out. Overall, the service from Chipotle has been lacking. The service at our ***********, ** location has not been good and really needs to be addressed.
Business Response
Date: 08/29/2022
On 8/26/22 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a free entree offer (valued at $10).
Customer Answer
Date: 08/29/2022

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.

Regards,

***********************
Initial Complaint
Date:08/25/2022
Type:Sales and Advertising 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.
Dear Sir/Madam,I did ordered some food from online chipotle app(attaching order email),, when i went to pickup my order to the location mentioned in the email, there is no physical location, i did drive couple of time back and forth abt 4-6 miles, finally i stopped by at the 7Eleven where my GPS was telling me thats the Chipotle, i went inside 7Eleven and asked for chipotle. the 7Eleven Associate kept looking at me and said lot of ppl coming to my store and ask for chipotle but fact is there is no Chipotle around 6-7 miles from my 7Eleven store.then i tried to call the number listed in my order, it is really annoying, no live agent and multiple tries so finally i did hanged up the call.then it automated cassette kept saying "Need help? Chat with Pepper" which i did, but unfortunetly no live agent there as well, tried to talk with live agent in the chat but unfortunetly it all westing of time..all this i did when temperature was 0ver 100F in y area and de-hydrated because of this, i dont understand how Chipotle is still in the market doing business.and surprised more why Chipotle taking online orders even there is no physical locations.this is 100% fraud with customers for money/time/health/hunger/etc.
Business Response
Date: 08/26/2022
On 8/25/22 the guest reached out via the live messaging channel, and a ******** Care agent apologized for the experience, fully refunded the order, and provided a free entree offer (valued at $10). On 8/26/22 I reached out to the restaurant regional management team and learned that the zip code is one digit off on the online listing, which is why the guest was directed to an address with no restaurant. On 8/26/22 I also reached out to Chipotle's IT team to ensure that this correction is made so that the address properly displays online for customers in the future. I also reached out to the customer via e-mail, apologized for the experience, explained why the guest was directed to a location with no restaurant present, and thanked them for bringing this to our attention.
Customer Answer
Date: 08/26/2022
what...? giving "free entre offer (valued at $10)" and its enough?
over 100F temperature customer driving 1 hour and 30 min and giving free entree offer (valued at $10) is enough?
hungry customer burned more the $5 in gas and free entree offer (valued at $10) is enough?
hungry customer got de-hydrated over 100F Temp and free entree offer (valued at $10) is enough?
hungry customer called 5 times in your contact# listed in your order confirmation email, no result, no live person to talk and free entree offer (valued at $10) is enough?
hungry customer tried to reach out " live messaging channel" 4 times with un successful attempt, forth time live agent came and dropped the chat without resolving issue and you are saying ..free entree offer (valued at $10) is enough?
5th time in live chat some good person came and apologies me for the wrong address and refunded.. but customer is still hungry after wasted 4 hours struggling and you saying free entree offer (valued at $10) is enough?

this is really joke with the customers, i want to get best result here in this forum, please resolve asap to avoid taking legal advice..

Business Response
Date: 08/29/2022
On 8/29/22 I escalated the guest's case to the Customer Incident team.
Initial Complaint
Date:08/24/2022
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.
We ordered from this restaurant and spent $76. I requested a bowl/salad. The lettuce was black and wilted. There were 4 pieces of chicken drowned in sour cream. I reached out directly to the business and they do not answer the phone. I reached out via the web page and there is only an automated response. Not only is this ridiculous for the amount of money but it is absurd they do not respond to customers.
Business Response
Date: 09/09/2022
On 8/22/22 the guest reached out via the live messaging channel, and a ******** Care agent apologized, shared feedback with local and regional management, and informed the guest that were not able to reverse transactions made outside of Chipotles systems, as this was ordered directly from UberEATS. UberEats does not share payment information with each vendor/restaurant they work with, so for further assistance obtaining a refund the guest needs to reach out to UberEats directly. On 9/9/22 I reached out to the guest via e-mail, apologized for the experience, explained the issue with ******** receiving payment and needing to be the refunding party, and provided three free entree offers (valued at $10 each) that the previous agent promised but did not get to the customer.
Customer Answer
Date: 09/09/2022
unfortunately , that is not an acceptable response. The offer for 3 meals is approximately $45 and we spent over that value. If a refund is not an option than you need to give me the courtesy of in kind value for the same amount. 3 meals does not come close to feeding my family, nor is it comparable to my order. Your employees WASTED my time and money and I'd like a full compensation for the $76 that my family WASTED.
Business Response
Date: 09/12/2022
On 9/12/22 I reached out to the guest via e-mail and provided a fourth free entree offer to cover the meals ordered and directed the guest to UberEATS regarding a refund as Chipotle does not have access to the payment information.
Initial Complaint
Date:08/22/2022
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.
On June 22, 2022 my account through Chipotle was hacked and my debit card was charged 5 times. I have tried everything I can to contact someone at Chipotle. I cannot get ahold of anyone about their compromised security. I cannot get ahold of anyone to get my money back. I left my phone number for them to reach me months ago. I don't even know where the food was purchased, my bank cannot even provide me with any further information. Transaction amounts $59.75, $35.59, $25.98, $57.42, $34.02. All I have is my bank statement showing the charges.
Business Response
Date: 08/26/2022
On 7/1/22 a ******** Care agent reached out via e-mail and requested more information. On 8/26/22 I created a new case and escalated this to the ******** Incident team for follow-up.
Initial Complaint
Date:08/22/2022
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.
I went on august 15th, 2022 and got a bowl with their pollo asado. First, there was a fly in my food. I contacted them about that and took a giant scoop out. Continued eating. I have been VIOLENTLY ill ever since I ate there. Im exhibiting all the symptoms of e. Coli and will be going to the emergency room for fluids. I have lost 15 pounds in that time and am still very sick and dehydrated to a concerning level.
Business Response
Date: 08/26/2022
On 8/26/22 I escalated the guest's case to the Customer Incident team for them to follow up.
Customer Answer
Date: 08/26/2022
They only emailed me and said someone would contact me, and no one ever did. I was violently ill for two weeks and I missed my entire first week of classes. Do better chipotle.
Business Response
Date: 08/29/2022
On 8/26/22 a Customer Incident agent called the guest, left a voicemail, and sent an e-mail with their contact details for the customer to reach out. The CI agent also followed up with local and regional management regarding this matter. On 8/27/22 the CI agent spoke with the customer over the phone and provided three free entree offers (valued at $10 each).
Initial Complaint
Date:08/18/2022
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.
I went to ************* chipotle on 8/17/22 The burrito bowl leaked through container then through bag and damage my car seat. I contacted CS and all they did was say sorry we will let them know. Thats all. I would like my car seat cleaned as this is obviously a BIG problem with a company that cant acknowledge this is not right and has poor customer service
Business Response
Date: 08/26/2022
On 8/17/22 the guest interacted with our chatbot Pepper and received a free chips & guac offer. On 8/26/22 I escalated this case to the Customer Incident team.
Customer Answer
Date: 08/26/2022
free chips and guacamole is not a good solution for food that had to be tossed and doesnt clean my car seat
Business Response
Date: 08/29/2022
On 8/26/22 a Customer Incident agent left a voicemail for the guest and sent an e-mail with their contact information regarding this matter.
Initial Complaint
Date:08/17/2022
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.
Order H7C-DA1 placed in app marked delivered, but not received. I chatted twice and was told I can't get a refund because I've had the maximum number of compensation allowed. No idea what this is about because this is MY FIRST ORDER! I want my money refunded or else I will dispute.
Business Response
Date: 08/26/2022
On 8/18/22 the guest called the ************* phone line, and a ************* agent refunded the order.
Customer Answer
Date: 08/26/2022

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,

Trinity ******
Initial Complaint
Date:08/17/2022
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.
Chipotle has not paid *********************** in her three months of working there. This is the letter I sent them explaining: Dear Chipotle,I am writing this email in regards to the employment of ***************************, employee ID: *******. *************************** was hired at Chipotle (Restaurant Number: ****) in **********, *********, in May, and her first day of training was **** 7th.As of this date, *************************** has not been paid her wages. She has only received one check from roughly **** 6th to **** 19th, which further inaccurately listed her hours and impacted her pay. *************************** has repeatedly raised the issue with her store manager, *********************************, and brought in her citizenship documentation more than three times at ************************** request, yet still hasnt been paid. ********************************* has declined to provide *************************** with her managers information for fear of getting [******] in trouble.*************************** has contacted Payroll, HR, Restaurant Experience Number, and more to only be referred to calling the other numbers for assistance. No one has assisted *************************** in this process, and as a result, she hasnt been properly paid in her almost three months at Chipotle.*************************** has been keeping track of your time entries and tasks due to the lack of system tracking and professionalism at this Chipotle:**** 7 (12pm - 2pm) - Documents and Handbook **** 9 (11am - 2pm) - Employee Video Training **** 13th (11am - 3pm) - Front Line **** 14th (11am - 3pm) - Front Line **** 15th (11am - 3pm) - Front Line **** 20th (11am - 3pm) - Front Line **** 21st (11am - 3pm) - Front Line **** 27th (11am - 3pm) - Front Line **** 28th (11am - 3pm) - Front Line July 7th (11am - 3pm) - Front Line July 8th (11am - 3pm) - Front Line July 15th (11am - 3pm) - Cleaning July 18th (11am - 3pm) - Cleaning July 19th (11am - 3pm) - DML July 20th (11am - 3pm) - DML and Front Line July 25th (11am - 3pm) - Front Line July 26th (11am - 3pm) - DML, Front L
Business Response
Date: 08/26/2022
On 8/26/22 I escalated this case to the Respectful Workplace and Customer Incident teams for follow-up.

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Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.