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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.
    • 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/17/2022

      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 ordered from chipotle and my order never came but I couldnt get a refund from there the order number was WN3-GA1 my email was ************************* and the total was $27.14.

      Business Response

      Date: 08/26/2022

      On 8/17/22 the guest reached out via the live messaging channel, and a ******** Care agent apologized for the experience, shared feedback with local and regional management, and provided a free entree offer to the guest to compensate for the single entree on this order.

    • Initial Complaint

      Date:08/17/2022

      Type:Service or Repair 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 went to the ****************** Chipotle (*************** on 8/16/2022 at approximately 5:05 - 5:15 PM. I normally don't make complaints to the BBB about a restaurant visit but this visit went so poorly that I must say this is my first time ever making a complaint of this nature about a restaurant, so that summarizes how poorly this visit went.I entered the store and had what I always get in mind, ever since pollo asado was introduced. The black lady (probably 5'4-5'6) and age range is likely *****, skinny was the one getting the bowls and burritos - she is the first employee you interact with when you're in line to order. I ask for one bowl to go, white rice no beans. She gets one scoop of white rice (which is intended) and once she's done I ask for double white rice. She goes back and adds maybe 10% extra of the original scoop so I said can you add more? She went and added another 5% maybe and then I said "can you do double white rice because I'm going to get double chicken?" the next thing she said was "just because you're getting double chicken does not mean you get double white rice" and I was like that's why I'm asking for double white rice, because I want it. I also said "I always get double or triple white rice at every chipotle I go to" and she still refuses to give me double white rice. I actually did not want chicken but I used that as a example of why I wanted double rice. She added one scoop of chicken and another 10% and counted that as "double" I explain to her that I want pollo asado and she said I said chicken and I said yes I did but I was using that as a example. Regardless of that, I told her I want 2x pollo asado and she said that's too late. I then said, I am willing to pay for 4x meats (2x chicken and 2x pollo asado) and the customer infront of me buts in and says "chicken =/= pollo asado, if you want chicken or pollo, you have to say which" and I was like I want both? This box is too short, see attached for more to it. The employee kept swearin

      Business Response

      Date: 08/26/2022

      On 8/26/22 I escalated this case to the Customer Incident team.

      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,

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

       

    • Initial Complaint

      Date:08/15/2022

      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.
      Date of transaction 8/15/2022 Amount of order $12.74 Confirmation number SU1-WA4 Looking to get my money back. First, the store was only allowing people to order online and was not allowed inside. As I stood to placed my order it took more than 30 min to get my order. As I got home and checked my order, it was completely wrong and cold. I ordered a steak bowl with extra white rice, black beans, fajitas, cheese, lettuce and salsa. What I got was steak, rice, extra cheese and lettuce.

      Business Response

      Date: 08/18/2022

      On 8/18/22 I reached out to the customer via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a free entree offer (valued at $10).

    • Initial Complaint

      Date:08/15/2022

      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 8/15/22 when I went to Chipotle, ***** per the receipt rang me up. My order 267 was $12.09. I gave the cashier $20 and she gave me $7 change citing she doesn't have any change in her register. I am confused so you keep 91 cents of my money and think it is okay and when I question it - I am met with an attitude. I was told to go and get 10 cents and she will give me my $1.00. When she opened up her drawer to pay me back she had some change in her drawer. It would have been more acceptable if she tried to give me some change versus saving my $1. I told her to refund the money and I will pay with a credit card. That is bad business Chipotle. That is poor customer service. In addition to the poor service, my chicken bowl plate was no good the beans weren't cooked well - I invite you to visit the store and take inventory. My member number 7368z67fhhfp7.

      Business Response

      Date: 08/26/2022

      On 8/15/22 a ************* reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management. On 8/26/22 I escalated the case to the Customer Incident team for follow-up.

    • Initial Complaint

      Date:08/15/2022

      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.
      I placed an order for delivery on your app and i Used a gift card and I tried calling but no one seem to be able to answer the phone anymore. I would want a refund for the money I just spent!

      Business Response

      Date: 08/26/2022

      On 8/26/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with our delivery partner and with local and regional management, explained that funds are not able to be returned to gift cards, and provided two free entree offers, a free side of guac offer, and a free side of queso offer (valued at $27).

      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,

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

       

    • Initial Complaint

      Date:08/14/2022

      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.
      I had a terrible experience at the ******************************************************** location. My food was old, dried and cold. The workers were extremely rude & derogatory and provided a quarter scoop for every party of my order. The location was dirty and I had a terrible experience. I would like to be compensation for the distress caused.

      Business Response

      Date: 08/15/2022

      On 8/15/22 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 from the customer to be able to compensate.

    • Initial Complaint

      Date:08/12/2022

      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.
      Placed an online order with Chipotle. All four items ordered were incorrect and not labeled. It took a few minutes to get any employee to help me, despite the fact that the restaurant was empty. Since no meals were labeled and I did not recognize anything in my bag, I asked what item was what. They did not know. In addition, salsa was dumped upside down into the bag and leaking through. They finally offered to remake what I actually ordered, by this time it was too late, as I had already spent too long trying to get help and was late. I asked for a refund and they refused. They claimed they are not able to refund orders in the store, even if they have made the error. They said I could call an 800 number on Monday and request a refund. I have never heard of a store not offering a refund when they mess the order up....unacceptable. I am asking for a refund of $33.45 since I was forced to pay for food I did not order. Take responsibility Chipotle and give your stores the ability to refund customers when you've made an error. Order Confirmation Number ***-PA0

      Business Response

      Date: 08/15/2022

      On 8/15/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, explained that online orders are processed on a different system than in-restaurant orders which is why the crew could not process a refund, and refunded the order.

      Customer Answer

      Date: 08/15/2022


      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:08/12/2022

      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 August 2, 2022 I received an email from chipotle saying that my phone number on my account had been changed. Shortly there after there were two credit card purchases from chipotle that I did not make. I then received an email saying that my recovery email for my chipotle account had been changed. I immediately called chipotle who advised that I cancel my credit card which I did. I was told that this would be escalated to their theft and fraud department. From there I received what seemed to be an automated email saying that they were sorry for the inconvenience and that they recommend I change my password and that they would send me a free entre to my account. My account as I had explained to them was completely locked out and in possession of those who stole it. I reached back out to chipotle to escalate this further I was told that my complaint had been closed out before it had properly been resolved and that it would be escalated once again.It had been 10 days and I still have not heard anything. I reached back out to chipotle who said they would once again escalate this. I received the same automated email saying that they were sorry for the inconvenience that they would advise I change my password and that they would send me a free entre to that same account. I called back once more to ask to speak with a supervisor or manager I was told that there was none that I could speak with I was on hold for over 25 minutes and was told that there was nothing that could be done.

      Business Response

      Date: 08/15/2022

      On 8/2/22 the guest called the ************* line, and an agent created a case and escalated it to the Customer incident team for follow-up. On 8/2/22 a Customer Incident agent provided the guest with instructions regarding filing a chargeback with their financial institution and provided a free entree offer but to the locked account. On 8/12/22 the guest reached out again by phone, and the case was escalated to the Customer Incident team. On 8/12/22 a Customer Incident agent shared the same information. On 8/15/22 I reached out to the Customer Incident team to request they follow up with the customer to assist with the matter.

      Customer Answer

      Date: 08/15/2022

      It has now been ***************************************************************************************************************************** back into my account or look into sending a check directly to me as the credit card was closed and the free entree was given to the account that has been hijacked. 

      Business Response

      Date: 08/26/2022

      On 8/26/22 I reached out to the Customer Incident team and requested they follow-up with the guest.

    • Initial Complaint

      Date:08/11/2022

      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.
      The location in ******, ******** on Sterling is by far the worst restaurant I have ever visited. Both times we have been there were terrible experiences and the employee (possibly manager) both times did not apologize or try to fix her mistake at all. We just went tonight 8/10/22 and had placed an order on the mobile app. We also used rewards points for a free entree with our purchase. We went into the location prior to the time in the email of the order being ready and waited another 10+ minutes after the ready time. Customers that placed mobile orders after us and that walked in to place orders were getting their food and our order was still not ready. Another customer said they just placed their order before walking in and got their food before us. The customer was supposed to have chips with their bowl and instead of apologizing for not having chips or asking if they wanted a substitution the employee told them they had no chips and were giving them a drink instead. The person was running late for work and just took it and left. An item the same price as the chips could have been offered or they could have at least acted like they cared. Then for our order of tacos they said they were out of taco shells. My fiance asked if they could just do a burrito and was told to go to the back of the line. He was waiting an extra 10 minutes past when the order was supposed to be ready. Why should he have to go to the back of the line? Also, if they would have had the order ready when they were supposed to rather than continuing to make later orders and walk in orders, they would not have been out of taco shells yet. We once again left with no food and had to go on the website to have the charge voided. Do something about the management at this location. This is a common occurrence and it is not just us this is happening to. They don't offer to resolve anything. They could at least apologize for their mistakes. I expect a response.

      Business Response

      Date: 08/11/2022

      On 8/11/22 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 so I can look into this matter further.

    • Initial Complaint

      Date:08/10/2022

      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.
      We ordered 3 crisp tacos. They were soggy and fell apart when touched. We had to eat the insides with a fork. When I attempted to report this using the Chipotle form it would not let me proceed until I chose a location from the dropdown menu...but there was no dropdown menu. I gave up...as I imagine many do.

      Business Response

      Date: 08/10/2022

      On 8/10/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management as well as the IT team regarding the website issue, and provided a buy-one-entree, get-one-free offer, valued at $10.

      Customer Answer

      Date: 08/10/2022



      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,


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


       

    Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.

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