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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

    • 976 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:07/25/2022

      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.
      Three years ago my account with chipotle.com was hacked. After hours spent attempting to speak with them, a representative assured me that my account would be closed to make sure the person who hacked it was unable to continue doing so. I attempted to set up a new Chipotle account. After realizing I made a mistake with my email address by one number, I attempted to correct it only to be met with "that email is currently in use". I also was unable to delete the account that I mistakingly set up with the wrong email address. I'm continuously rerouted to a ********** Privacy Page.This is concerning for any consumer using this site. No only is my email address still in use and was not deleted as it was supposed to be done 3 years ago, but also it does not allow the consumer to delete their current account if they so choose.Attempts to reach out to them are redirected to a chat bot and are unhelpful. No one should be unable to delete their own account from a business.

      Business Response

      Date: 07/26/2022

      On 7/26/22 I escalated the guest's case to the Customer Incident team for follow-up.

    • Initial Complaint

      Date:07/23/2022

      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.
      7/14/22 (Thursday)I placed an online catering order for $217.07 with Chipotle for the ***********, ** restaurant for a pickup on Friday 7/15/22 @ 5:30pm using my Discover card. I have uploaded the confirmation confirming the order with the order ID #: ********* 7/15/22 (Friday)I arrived to the restaurant at my pickup time of 5:30pm. They claimed they never received an order. I showed them the confirmation email. They said they were allegedly closed the day prior so they did not get it and would not have the order ready for more than 2+ hours. The manager said he would call corporate to have my credit card refunded since they did not fulfill the order. He left to the back and came back approximately 15 minutes later. He stated, Your credit card was refunded and you will be receiving an email to your yahoo email account confirming it. I left the restaurant without any food, my order unfulfilled, and thinking my credit card was refunded. I received an email at 6:07pm from Chipotle ************************ thanking me for reaching out and that they needed a receipt or a bank statement proving I purchased the order. THE MANAGER DID NOT CALL BUT FILLED OUT AN ONLINE FORM ON MY BEHALF. MY CARD WAS NOT REFUNDED. I WAS COMPLETELY LIED TO. I have uploaded this email. Scroll to bottom to see what the employee (************) entered into the online form.7/16/22 (Saturday)The charge posted to my Discover Card account in the amount of $217.07 for Chipotle. 7/18/22 (Monday)I responded to the Chipotle ************* email including both the confirmation email of my order including the order ID # from ******************** and the statement from Discover for the charge. 7/21/22 (Thursday/Friday)I did not receive a response to my reply that included the confirmation email of my order including the order ID # from ******************** and the statement from Discover for the charge. 7/23/22 (Saturday)Still no response.I WAS CHARGED $217.07 FOR AN ORDER I NEVER RECEIVED AND HAVE NOT BEEN REFUNDED.

      Business Response

      Date: 07/25/2022

      On 7/25/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, fully refunded the catering order, and provided a free catering-for-10 offer.

    • Initial Complaint

      Date:07/21/2022

      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.
      On 6/18/22 I paid ***** to Chipotle. According to their Rewards system, they reward 1 point for each dollar spent. I scanned in stored for the points on the 18th. So far, the points do not show ** in my dashboard account on either the website or the mobile app. I have updated the app as suggested for the points to be added. I have been trying since June 18th to get my points awarded. Chipotle Customer Support Reps keep going back and forth and not adding my points. The proof that the points for the month of June have not been posted to my account is attached.

      Business Response

      Date: 07/22/2022

      On 7/22/22 I reached out to the guest via e-mail, apologized for the experience, confirmed that the points in question are showing on their account in our internal system and were added on 6/19/22, and recommended uninstalling and reinstalling the app to see if that updates the points history within the customer's app.

    • Initial Complaint

      Date:07/20/2022

      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.
      To whom it may concern at Chipotle corporate, please have legal department reach out to me. I'd like to complain about and give warning of inadequate food handling practices currently taking place at Chipotle franchise at this address: **************************************************************** Late yesterday afternoon(7/19/2022), I carried out 2 identical burritos and ate one last night which within hours made me so violently sick I am unable to eat anything and keep it down. I have frozen the second burrito to preserve its composition integrity for future analysis which I gladly volunteer samples for the state to test. I have had food poisoning from other Chipotle restaurants before, which commonly seemed to be uncooked chicken, and if you look back in time it was a nationwide problem they had which may be coming back due to continued bad management and/or flagrant disregard for the law. Let me know if you would like a sample of the second burrito for testing. Please note, recent ****** reviews for this particular location show other people are getting sick. I would also note some of the lemon wedges they gave me on the side looked rotten. Obviously, I have no intention of revisiting any Chipotle again for fear of my life. If this or other Chipotle restaurants are allowed to disregard food regulations with impunity, it is a matter of time before they kill people, assuming that hasn't already happened.

      Business Response

      Date: 07/22/2022

      On 7/22/22 I created a case and escalated this to the Customer Incident team to follow up.

    • Initial Complaint

      Date:07/19/2022

      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.
      I had order 3B3-2A2 that came with the wrong protein. The order came with pork which me and my family can't eat. This was an issue I had on another order in the past and I contacted support hoping to get a refund for it. They weren't able to help me and I asked what should I do with the food since we couldn't eat it but they didn't give me an answer. We ended up having to throw the meal away except the queso. I just want refund for the order minus the $7 for the large queso

      Business Response

      Date: 07/19/2022

      On 7/18/22 the customer reached out via the live messaging channel and interacted with a ******** Care agent. The agent apologized for the experience, shared feedback with local and regional management, and advised that based on the guest's compensation history that we are not able to compensate every time an experience is unsatisfactory.

      Customer Answer

      Date: 07/19/2022

      I am hoping Chipotle can change their mind on this as I still had to throw the food away, and in the past when I was given compensation I was offered reward credits for a free entrees future orders which I always refused and told support to void from my account as the refund was enough. The order was supposed to be dinner for my family and I hope that Chipotle can reconsider their decision on this. 

      Business Response

      Date: 07/22/2022

      Based on the number of times this guest has been compensated, we are not able to provide compensation for this issue but can assure the customer that we have followed up with the restaurant team.

    Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.

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