Complaints

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

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Chipotle Mexican Grill Inc has 578 locations, listed below.

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• 

  Chipotle Mexican Grill Inc

  610 Newport Center Dr Ste 1300 Newport Beach, CA 92660-6413

• 

  Chipotle Mexican Grill, Inc.

  3600 W 32nd Ave Denver, CO 80211-3120

• 

  Chipotle Mexican Grill Inc

  5545 Wadsworth Unit G Arvada, CO 80002

• 

  Chipotle Mexican Grill, Inc.

  15280 E Iliff Av Aurora, CO 80014

• 

  Chipotle Mexican Grill, Inc.

  2410 Tanger Boulevard Gonzales, LA 70737

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:08/09/2022

  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.

  The staff was extremely rude. We have dairy and 2 of us have meat allergies. One of us doesnt eat meat for religious reasons. we tell them every time and they accommodate us with no issue. Today, the staff was horrifyingly rude. The staff member had an attitude with my TEN year old. She was slamming down our portions of food. When it was my partners turn to order, she rudely asked what you want?. We were calm with them, and the lady started to threaten us. We paid and left, and agreed to never visit this location again, after she called us negro/negra. I got to the car and started to eat as we drove away. There was a meat piece in my food. Not only does this affect me spiritually, but my stomach became upset- as I hadnt eaten meat in at least 10 years.

  Business Response

  Date: 08/10/2022

  On 8/9/22 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. On 8/9/22 a second ******** 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. On 8/10/22 the CC agent provided three free entree offers, valued at $10 each. On 8/10/22 I escalated the guest's case to the ******** Incident team.

• Initial Complaint

  Date:08/09/2022

  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.

  My food was cold and they put incorrect items on my burrito. Order confirmation code on my receipt is 6AG-1AH

  Business Response

  Date: 08/10/2022

  On 8/10/22 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: 08/10/2022

  
  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:08/07/2022

  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 through the stores app. I drove to the store and it was closed. **************** refused to refund my gift card I used for payment. Instead they issued a digital entree award that was worth less and expires. I shared that I did not want this refund and they refused the do anything else. I just want back what I paid. I purchased the $10 gift card and want that back

  Business Response

  Date: 08/08/2022

  On 8/6/22 the guest reached out via the live messaging channel, and a ******** Care agent apologized for the experience, shared feedback with local and regional management, refunded the portion paid with a credit card ($2.58), and provided a free entree offer and a free chips & guac offer (a total value of $15 plus the refund--the order was $12.58, with $10 paid with a gift card). On 8/8/22 I reached out to the guest, apologized for the experience, and explained that we are unable to return funds to gift cards and relayed what had been provided to make up for this.

  Customer Answer

  Date: 08/09/2022

  I asked for the gift card to be recharged. The order was not filled because the store was closed.  The digital coupon has an expiration of 30 days. I will not be able to redeem within the time.  I was give a chip and guacamole which I do not like.  This was not offered during the first interaction. 
  

  I have been told they will extend the expiration if I contact them after it expires. A bunch of extra work for me. I just wanted the gift card reloaded. They can reload other gift cards. They refuse to do anything else but I will not close this like I am happy because I am not. 

  Business Response

  Date: 08/10/2022

  The chips & guac offer can also be redeemed for chips & salsa. We are not able to issue replacement gift cards per the terms and conditions.

• Initial Complaint

  Date:08/05/2022

  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 going to Chipotle for over 20 years. I have never complained. Last week the service at the *************************** location was deplorable. I have been going to that location for years and the location close by before they upgraded. The service is so bad now. The people working are not trained, slow, dont keep a clean shop and essentially incompetent. To make matters worse, when I complained to corporate, they argued with me relentlessly and said I had the wrong location, even tho I picked the exact location. They claimed there are too Chipotle in Foothill Ranch, when BBB doesnt even list this location. I chose the correct address. Zero accountability from corporate and zero remedial measures. They gave me a worthless buy one get one free coupon. 20 years and thats the appreciation I get? This is unacceptable. Corporate management needs to step in.I see tons of other Yelp reviews too that service has been so bad. Also good not tasting good like it used to. Tables dirty but above all, line is so slow and doesnt move. They are clean hands which is nice, but it has really fallen Apart there. The worst part is corporate arguing with me over and over again about the location when it was so clear it was only one location at issue. She just argued on and on with me. Her name was Jazmynique (customer care coordinator).

  Business Response

  Date: 08/05/2022

  On 7/22/22 a ******** Care agent reached out to the guest via e-mail and requested proof of purchase. The customer had not made a purchase on this most recent visit. On 7/24/22 the CC agent replied again to the guest via e-mail and shared feedback with local and regional management. On 7/25/22 the CC agent provided a buy-one-entree, get-one-free offer (valued at $10). On 8/5/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management and with the CC agent's supervisor, and hoped that the guest's visit with redeeming the **** was a better experience.

• Initial Complaint

  Date:08/05/2022

  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.

  On July 23, 2022 I placed a food catering order through Chipotle.com for an upcoming event. The order was to be fulfilled at the local franchise store. Shortly thereafter, I received a text alert from my credit card company, who had flagged the charge. I confirmed with them that the charge was appropriate, so they told me to re-order the item and the charge would be processed. This I did. A day before I was to pick up the order, an employee of the local store called to confirm the order and noted that she had two identical orders. I confirmed with her that I only intended to have one of the orders processed and the other cancelled. Checking my pending charges on my credit card account confirmed that there were two identical pending charges. The next day I went to the store to receive my order and was told by the employee that she would "call the company", in order to make sure I wasn't charged for the cancelled order. Unfortunately, a day later, both charges were posted on my account. I then followed the instruction on Chipotle's automated call system to report the duplicate charge. I left the information with a service agent and subsequently received an email reply requesting copies of my CC statement and any receipts (despite the company having the order and charge history, as well as the fulfillment history). I complied, but noted that I was not given an order receipt when I picked up the order. I then returned to the store and spoke to the manager. Although he returned with two receipts, he confirmed that I indeed only received one order. He made a call, then told me someone would contact me by phone within 24 hours and to call him back if they didn't. after ************************************************ I called the store and left a message for the manager with an employee. I also emailed the manager. I have not received any response from the company since, either by phone or email. I disputed the charge with my CC company, and am lodging this complaint.

  Business Response

  Date: 08/15/2022

  On 8/15/22 I reached out to the guest via e-mail, apologize for the experience, and refunded the duplicate catering order.

• Initial Complaint

  Date:08/02/2022

  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.

  Respected sir I have to email it to you this concern as store above address it really not looking at hygiene, slow service. Today i went to this store and looked at this which made me very unhappy.1- i am vegetarian person so i order 2 veg bowl, so the lady was serving never change it gloves and with same gloves she started making bowl and that used gloves she has made a non-veg burritos and blow, which is not done as i am vegetarians person and it is hurting my religious terms.2- it took us more then 20 mins to reach for the counter to order 3- as soon as i reached the counter for my turn to order the food she started doing some thing else the started making burrito and then did something else i was standing like a fool there for 8 mins. Means i am standing in front and she is doing something else ignoring me.Really upset my religious felling has hurt today as i am hindu and i dont eat non veg and she made the food with same gloves she made a non veg burrito.I want some action on this or i need to file a complain in food safety department for this negligence.Thanks & regards Capt *************************

  Business Response

  Date: 08/03/2022

  On 8/1/22 a Customer Incident agent reached out to the guest via e-mail and left a voicemail. shared feedback with local and regional management. The CI agent also left a voicemail for the guest. On 8/3/22 I reached out to the CI agent and requested a follow-up.

  Customer Answer

  Date: 08/03/2022

   i have got a email just saying that then can return the money i never got any call or i never got any voice mail so its total false and fraud reply from the chipotle team that they have called me if they have called they might be having proof of call

  Business Response

  Date: 08/04/2022

  On 8/3/22 the Customer Incident agent e-mailed the guest, provided a phone number the guest could reach the agent at, and left a voicemail message.

  Customer Answer

  Date: 08/29/2022

  i have recieved no voicemail nor any phone number its just a simple lie

• Initial Complaint

  Date:08/01/2022

  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.

  Hi So Ive ordered at least two hours ago and I still have not received my food and I just got a message saying that it was delivered when it clearly wasnt because I was downstairs the whole time when I was waiting for the order and now the order says delivered so now I just really want my money back this is outrageous I spent more than $70 on this food just not get it so now I dont even want credit I just want the money to be refunded back to my card please also chipotle customer service is the worst and they wont give me my money back also I ordered from the chipotle app

  Business Response

  Date: 08/04/2022

  On 7/18/22 the guest reached out via the live messaging system, and a the automated chatbot provided two buy-one-entree, get-one-free offers and one free entree offer (a total value of $30). On 7/18/22 a ******** Care agent also interacted with the guest in the live messaging system,  apologized for the experience, shared feedback with local and regional management, and provided three additional free entree offers (a total value of $30). In this conversation, the guest reported getting the delivery. On 8/4/22 I called our partners at DoorDash and confirmed delivery of the order. On 8/4/22 I reached out to the guest via e-mail, apologized for the experience, shared that I had confirmed the delivery, and suggested that they could file a chargeback with their financial institution if they wish.

• Initial Complaint

  Date:08/01/2022

  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 ordered about 5 times from the listed chipotle via their online application, most recently being today. Of those last 5 orders, none have been correct. We are a family of 6, including 4 children. When we order there is always a kids meal or 3 included. We have experienced missing drinks, fruit, and chips. This has caused great upset in the 4,7,and 9 year olds expecting their food to be served properly. The orders are online, therefore there should be absolutely no confusion as to what the order as to what the order actually is. When I call the store, I am put off by the employee by planing the delivery driver. When I call the delivery driver directly, they state that they delivered what the store provided. I believe the driver as I have also had issues when I have picked up online orders. To rectify the children's upset, I have driven myself to the store to get the missing items to rerun back to a cold meal. Lately, I have reordered the missing food so I am stsst able to eat what was delivered. I have spent a little more than $50 reordering food that was already paid for and not delivered the first time. With this chronic ordering problem and the declining quality of the food ordered, along with online orders seldom being prepared properly (no extras when ordered, wrong meats, missing toppings) Chipotle has lost a 6 member family customer that would order at least once a week. The once great food and grate service has turned into a problematic issue with every continued order. I have complained on the website and received no response on two different occasions. This will be my last complaint and I will no longer be ordering from Chipotle. If this quality and service continues, I am positive I will not be the last.

  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,  and refunded the guest's two 7/31 orders. If the guest has reached out to ************* about these issues previously, the last one in the system with the provided contact information that I have located was on 5/3/21. The guest can reach out to the ************* team at https://******************************/contact-us and ************.

• Initial Complaint

  Date:07/31/2022

  Type:Product 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.

  Hello Chipotle Representative,At 06:10 PM CDT on 31-July-2022 My wife and I visited the Chipotle store located in ******, ****** (contact info. below). We waited in line about 15 minutes while one Chipotle employee attempted to help all parties. There was one person in front of my wife and I and three people behind us. The Chipotle employee making the orders signaled for other employees to help him, but the person sweeping the floor continued and the person doing dishes never even turned his back to see how many people were in the line or (anything else).At some point another employee started to help the first employee and we finally gave our order, paid and I drove my wife and I back to our home. When I sat down, I was (as usual) very excited to eat my Chipotle meal. I took a few bites and noticed that I had encountered a piece of barbacoa yet. Then i searched through the entire bowl and found that there was no meat in the meal at all. I was hurt and shocked by this. My first step was to look for my receipt, but I wasn't provide with one, so I logged onto my bank app, and provided that in this communication. Then I accessed the "Ask Pepper" option to file a complaint. After scribing the entire experience "Pepper" asked for my receipt number. I texted that I was not given one. "Pepper" immediately said that she could not help me then, and immediately disconnected. I am asking for a refund of my order, which is fair. And I also think that it would be a good idea to program some "empathy" into "Pepper".18016 *********************************************** **************

  Business Response

  Date: 08/01/2022

  On 8/1/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management and our IT team, explained that the files attached to this submission were not able to be downloaded, and requested information to assist with locating the order.

  Customer Answer

  Date: 08/06/2022

  
  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:07/31/2022

  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 extra ***** ****, extra fajita veggies and double meat. No fajita veggies given on either of the two bowls, no extra ***** rice and definitely no double meat and this can be supported by photos I took once arriving home

  Business Response

  Date: 08/01/2022

  On 8/1/22 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 $10 each).