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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 579 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:04/01/2025

      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 ordered a $50.80 order from chipotle through the app. Door dash deliver a ********* bag with nothing in it. Door dasher said she didnt speak English and typed on her phone that she gave my order to someone else. I tried to call chipotle and a real person doesnt answer the phone. I drove up to chipotle and the manager would not refund my order or give me the missing food. Said it was a door dash issue. Door dash had me on the phone for 40 minutes telling me chipotle has my payment info and they must do the refund. So I am out $50.80 and neither chipotle nor door dash will refund my order.

      Business Response

      Date: 04/01/2025

      On Apr 01, 2025 an agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a full refund for the order.

      Customer Answer

      Date: 04/01/2025


      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:03/31/2025

      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.
      Hello, I ordered from Chipotle on Sunday March ******* and got a Honey Chicken burrito bowl, after I was home I checked my food as I had to go in for work so didn't have time to at restaurant but the chicken the worker gave me was half regular and half honey chicken also it wasn't fresh plus rice was overcooked food came up to $11.87 I did contact support but they was not caring or helpful in the matter other they say we will do better unacceptable response

      Business Response

      Date: 03/31/2025

      On Mar 31, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided one free entre offer.

      Customer Answer

      Date: 03/31/2025


      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:03/29/2025

      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.
      Apparently the last several Ridiculous complaints I had with the chipotle in sand City that I made with their customer service Didnt Get To them So I guess I have to go this Route . This is the second time That I ordered Take away from this establishment and The bag leaks sauce through the burrito bowl enough to Have the bag literally break When you pull it out At this point I do not know If This is Personal or if this is an ongoing issue I literally changed my name on the app that way They didnt recognize me but this time My bag wasnt sitting on at the pick up I had to personally ask for it and I did notice a little rice at the bottom but apparently they have tricks or something and mad about me putting them on blast at this point . Anyways my bag ripped with about almost $50worth of food I got picture And The Sauces Fell inside my car on my carpet and this is a new car just got less than a week ago. I Because issues with this chipotle keep happening any their customer service doesnt do anything and dont want to help I have to go this route . The food literally spilled on the ground At a hotel parking lot and I can Video footage of it happening too . This is ridiculous I love chipotle but This is getting out of hand At this point Im going to start believing that they may end up lacing my food with something because I shouldnt be paranoid about picking up some food Somewhere And Be made into a joke. Im not driving back and Having them remake my food or give me a Refund no this time Their 1 free entire isnt enough I want my money back and I Want The Bill Im going to have to pay to get the Smell Of their sauce out of my new vehicle and I have To Get out of stains . I Just want to grab my food Leave and eat it this extra stuff has got to stop oh and The manager Called me a scammer in front of a dozen customers but nothing got done about that.

      Business Response

      Date: 03/31/2025

      I have created a new case with our incidents team. Please keep an eye out at this phone number ************** and this email address *********************** to be contacted about this experience.

      Customer Answer

      Date: 03/31/2025


      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:03/28/2025

      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.
      Hello, I visited the chipotle in ********** on March 13, 2025 and paid for my food at 11:17AM. I received my food and filled my drink cups. Immediately after filling my cups and walking away I slipped on water and took a hard fall on my knee. It was severely bruised and swollen. I have been dealing with pain ever since. I reached out to chipotle customer service on the same day who filed an incident report and someone would contact me asap. ****** contacted me at 3:51pm the same day and unfortunately I missed her call. I called her back an hour later the same day and left a Voicemail. It has now been more than 2 weeks and I still have not yet heard back from anyone regarding this incident. I have called ******, left VM, and sent emails. I just want this rectified or someone to help provide a resolution to this incident.

      Business Response

      Date: 03/31/2025

      I have reached out to ****** the agent on the case to let her know the guest is requesting to be contacted. Please keep an eye out at this phone number ************ and this email address ************************** to be contacted about this experience.

    • Initial Complaint

      Date:03/28/2025

      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.
      On March 24th I ordered a quesadilla on the app for pick up at the ***************, ************* location. I always make sure I selected the correct location before submitting the order. When I went to this location the staff said they didnt have an order for me. when I looked at my receipt it my email for order confirmation it said it was sent to the ****************, ************* location. I was confused because I know I double checked the location before submitting. i contact customer service right away and all they said was we cant refund you because of past refunds ummm when was the last time I got a refund? Back in 2023? 2 years ago??? And whatever refund in the past they gave me clearly my order was messed up and I wanted chipotle to be accountable! So I waste my gas heading to the store, I ended up starving because I had to go to work and thats why I was going to Chipotle in the first place. Something is wrong with your app location but yet I cant even get my money back or another quesadilla because of like 2 past refunds back in 2023? Im so mad about this and I believe this is unfair.

      Business Response

      Date: 03/31/2025

      On Mar 31, 2025 I reached out to the guest via e-mail, apologized for the experience, and provided a full refund of $11.66.

      Customer Answer

      Date: 03/31/2025


      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. Thank you for your help it is very appreciated!

      Regards,

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

       

    • Initial Complaint

      Date:03/25/2025

      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 paid in cash for my order at chipotle. I made my drink and then sat down to eat it. The steak and the rice were cold. I went and asked if my bowl could be remade they said no they were out of steak. And could only make me a chicken bowl. I said okay can I refund the order then as thats not what I ordered. The manager told me they dont do refunds in store and I had to go the link on the receipt. The link on the receipt was only for feedback. when I told her that she said she offered to remake the bowl if I didnt leave she was gonna trespass me. I wasnt loud or rude I just was trying to get a refund for inedible food. So I left I contacted customer service but its going to be a while before I hear back.

      Business Response

      Date: 03/26/2025

      I have created a case with our incident team. Please keep an eye out at this phone number ************** and this email address ********************************* to be contacted about this experience.

    • Initial Complaint

      Date:03/24/2025

      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.
      Chipotle's policy allows for gift card refunds if the value is less than $10. There is an online form to request refunds. I have requested refunds via the form for the following gift cards but nonetheless did not receive a refund:6309165395362537 **************** **************** I was told that I would receive a refund for all these gift cards from ********** within 72 business hours. However, weeks to months have passed and I have nonetheless received no refund. I am now requesting a refund for all these cards as requested.Further, I have an additional gift card (# ****************) that is valued below $10 and I am requesting a refund for this one as well.Thanks for your consideration.

      Business Response

      Date: 03/31/2025

      On Mar 31, 2025 an agent reached out to the guest via e-mail and informed the guest that all check request are now done through ****************************. They would reach out within 72 hours with information on receiving the funds and If you do not receive your refund or need assistance regarding your refund, please reach out to ** ****** ******* customer service team at ************. I am currently reaching out to internal contacts about this issue as well, and will reach out to the guest when I have more information.

      Customer Answer

      Date: 03/31/2025

      Prior to contacting Chipotle about this issue, I contacted ***** at the phone number given.  I was advised by the ***** representative that I needed to reach back out to Chipotle for a resolution,

      Business Response

      Date: 04/14/2025

      I am reaching out to internal contacts regarding this issue and will update you via email when I have more information. 

    • Initial Complaint

      Date:03/23/2025

      Type:Customer Service 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.
      Chipotle's so called AI chatbot is completely useless and if you ask to speak to a person it ends the chat. Chipotle does everything possible to frustrate customers and ignore them when they contact to contact the company about a problem.I tried to contact them about missing rewards points. Points I had were deleted, points a I tried to add using a receipt were never applied and their contact options on the website ensure you as a customer cannot speak to ********* of now I will not be returning to their stores.

      Business Response

      Date: 03/25/2025

      On Mar 25, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, restored the expired 461 points, and provided more information about our rewards program.

    • Initial Complaint

      Date:03/22/2025

      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.
      Gave us raw chicken was completed disgusted could not finish either one of our bowls cause we were scared we were going to get sick.

      Business Response

      Date: 03/25/2025

      On Mar 25, 2025 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.

    • Initial Complaint

      Date:03/21/2025

      Type:Sales and Advertising 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 placed an online catering order for chipotle for 10 people. I chose the triple protein package for ***** per person. When we received the order, it had 40 ounces of chicken (4 oz per serving). I spoke with management at chipotle asking that 40 oz is for the basic order, that since I had order triple protein, I should get 3 times the amount as advertised on the chipotle catering website. They said they couldnt help me since it was printed 40 oz on the order sheet even though the order is for triple protein. They asked me to call 1 800 number but they were already closed for the day . We ran out of chicken very quickly and had to order more food. Let me say, food was for 10 people, we only had 8 people show up and we still ran out. I called the ***** catering number the next day and they apologized and gave me a refund for $51. I requested a compensation for the full amount $200 due to emotional and physical stress I had to go through with hosting. I was so embarrassed to run out of food. Its just false advertising making customers pay for triple protein package and then giving them basic package amount.

      Business Response

      Date: 03/24/2025

      On Mar 21, 2025 an agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, provided an offer for free dinner for 2, and provided a refund of $50.14. The correct amount of protein was provided as the portion sizes are provided based on the number of people in this case 10. Even in a triple for 10 will receive 4oz of protein per person. The build your own triple does offer more food but in the toppings that come with it, in order to receive more protein you would have to select a higher number of people. For example if you were to order a double for 10 with chicken and steak you would get 20oz of chicken and 20oz of steak.

      Customer Answer

      Date: 03/24/2025


      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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