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Chipotle Mexican Grill IncThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Chipotle Mexican Grill Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.2/5 stars
Average of 155 Customer Reviews
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Review fromCarrie D
Date: 11/25/2022
1 starCarrie D
Date: 11/25/2022
Chipotle are thieves! If you place a mobile order for a location that is ACTUALLY CLOSED, they take your money. Then If you request a return of your funds bc the restaurant was CLOSED upon pick up they will only issue rewards to be used within 30 days. Absolutely ridiculous and should not be legal. If customer places order, whether with rewards, credit card or gift certificate, if the order is not fulfilled (chipotles fault!!) then chipotle should issue a FULL RETURN OF FUNDS. Not rewards which have to be used in future orders ONE AT A TIME WITHIN 30 days. For example, if I ordered 2 entrees and 2 chips online for pickup with gift certificate and got to location to find it was actually CLOSED so requested refund - I should get a full refund NOT 4 rewards equal to my payment which each have to be used with separate orders within 30 days. I have to order 4 additional times within 30 days to get the equivalent of my money back? And what about if location is NEVER open so CANNOT place orders within 30 days! This is fraud and funds should be fully returned to customers!Chipotle Mexican Grill Inc
Date: 11/28/2022
On 11/25/22 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, refunded $19.87 that was paid with a card, and provided two free entree offers (valued at $12 each) and two free ************* offers (valued at $5 each) for a total value of $34 to cover the $25.18 that cannot be refunded because it was paid with a gift card.The restaurants the guest mentions are temporarily operating with limited available labor and thus have had to shorten hours to a 3 PM closing. We anticipate resuming standard operations in the near future. The guest can use multiple free offers at the same time when purchasing in the restaurant or by placing separate orders for pickup, as the system will only allow one offer per online order.Review fromLynn H.
Date: 11/05/2022
1 starLynn H.
Date: 11/05/2022
I ordered Chipotle online. I ordered a Burrito bowl with no rice, no beans, Extra Fajita Veggies, My Daughter got a salad bowl with no rice, no beans Extra Fajita Veggies . When our order arrived not only was our food cold but there was No Fajita Veggies this seems to be the norm for a company that says the food is Fresh! I requested through the chat to refund my money not a buy one get one free (This to seems to be the norm) The person I spoke to said she refunded my money $12.66 I told her I paid $33.30 she responded and said she could only credit the affected meal I told her both had no Fajita veggies. This person went back and forth with me then said all right **** I will refund **** that's the tax and tip. I said I wanted a full refund she said they delivered a meal. Yes they did but not what I ordered and I would have cancelled if I was told they have no **************. Because my bowl consisted of Chicken, cheese, salsa, sour cream I wouldn't pay ***** for that, My Daughters bowl came with lettuce, carnitas, ************** which was *****. So my total owed back to me is ***** and that amount is for a buy one get one. Then the chat person told me that they couldn't refund money every time your food isn't perfectly surprising! I just expect it to be hot, fresh & what I ordered. Chipotle needs to refund the full amount I paid. This is definitely buyer beware and Chipotle should require the food to be hot and what people order. I understand mistakes happen but this No Fajita veggies is a common practice apparently because a couple weeks ago we were at a different Chipotle store and it was the same thing that's why I had a buy one get one. That's also why we ordered from a different store. Not Happy at all and certainly should not have been treated poorly by Chipotle staff!!Chipotle Mexican Grill Inc
Date: 11/08/2022
On 11/4/22 a ******** Care agent reached out via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a buy-one-entree, get-one-free offer (valued at $12). On 11/4/22 the guest also reached out via the live messaging channel, and a ******** Care agent refunded $22.39. On 11/8/22 I reached out to the guest via e-mail, apologized for the experience, and refunded the remaining $9.18.Review fromRuth s
Date: 10/19/2022
1 starRuth s
Date: 10/19/2022
picked up an online order - my bag had my name on it. when i got home - someone elses food was in my bag. drove back there, treated rudely by staff. no customer service. this is second time this happened. will not go back there. needs management change.!Chipotle Mexican Grill Inc
Date: 10/25/2022
On 10/25/22 I reached out to the guest via e-mail, apologized for the experience, and requested information to help me find the order and resolve the matter.Review fromKimberly H.
Date: 09/08/2022
1 starKimberly H.
Date: 09/08/2022
I just visited a Chipotle Restaurant at 7:00pm in ********* ** located on on ***************. The customer service inside the restaurant was very rude and nasty but thats what happens when you have children as supervisors and managers instead of experience adults. When I entered the restaurant there was flys flying over the food and landed on the food and they still decided to sell it to customers. This was my first time visiting this restaurant so I asked one of the staff members where do you place an order and she said to me as shes filling out the book that I order at the same exact counter that she was standing. What was nasty to me was I stood at the counter waiting to be served over ********************************************************************************************************************************************************************* so I spoke to the head manager which was an African American young lady and she was no help either as she mad poor excuses and irrelevant ones at that because she did not help solve this issue at all. The ***************** need to visit this restaurant as an employee shouldnt be doing paperwork with gloves on the same counter that prepared food is being served. She didnt wash her hands either when she went to help another customer instead she just changed her gloves. I will be reporting this restaurant to the health department tomorrow morning. I did not feel as if I was welcomed there at all and everyone was just so disgustingly disrespectful and rude!!!! I wouldnt even have my dog eat there with how unsanitary this place was!!!Chipotle Mexican Grill Inc
Date: 09/12/2022
On 9/12/22 I created a case and escalated it to the Customer Incident team to follow up.Chipotle Mexican Grill Inc
Date: 09/12/2022
On 9/12/22 I created a case and escalated it to the Customer Incident team to follow up.Review fromNolan S.
Date: 09/04/2022
1 starNolan S.
Date: 09/04/2022
Chipotle in ***********, ** ************************************ 8/28 my wife witnessed an employee drop a food item on the ground. He then picked it up and still attempted to serve it. When the employee was asked to remake it, he gave attitude and declined to do so, only removing part of the food but still using the dirty container. When a manager was asked to help, the employee still argued and gave attitude. Finally remade the item but did so slow while muttering under his breath. The bad customer service and disregard for sanitation is very concerning, and it makes me concerned to eat at any chipotle moving forward. I cant be confident I wont be subject to contamination when ordering food from chipotle. I have called in and emailed but have not heard that any feedback has been given to improve the situation. I will continue to direct business away from this establishment so other people arent potentially subjected to food contamination.Chipotle Mexican Grill Inc
Date: 09/12/2022
On 8/28/22 the guest reached out via e-mail and called the ************* phone line. ************* agents apologized for the experience, shared feedback with local and regional management, and provided two buy-one-entree, get-one-free offers (each valued at $10). On 9/6/22 the guest reached out via e-mail, and a CC agent apologized and shared feedback with the restaurant leadership team.Nolan S.
Date: 09/13/2022
Thank you for the follow up. My biggest concern was that the staff at the *********** restaurant would continue to be allowed to put customers health at risk and also be inexcusably rude to customers. I am glad to hear that the appropriate leadership team is following up. We have since visited a different local chipotle location and we were happy with the service (********* ****)I have seen other alarming complaints about the *********** location, Chipotle should really consider some serious attention to the *********** location to ensure it does not tarnish the companys reputation.Best regards!Review fromAngie M
Date: 08/31/2022
1 starAngie M
Date: 08/31/2022
Today, 8/31/2022 I drove 25 minutes to purchase lunch that I quoted from the Chipotle website. Imagine my surprise when the service representative stated, "To be honest, I don't know what that is" and left me standing as she moved on to the next customer. She did not attempt to obtain the details of my order,nor did she apologize for the inconvenience. In my mind, it was her job to know her menu or obtain the details. I was forced to step aside and find the details of the menu myself.Thankfully, there was a very pleasant and helpful young man on staff, who took the time to assist me as I looked to him for help. He appeared familiar with the menu. This is not the first time that this has happened and I am disappointed. In addition, I am also turned off by the fact that staff freely laughs and talks over the food without a mask. Ofcourse, I will no longer visit that site and choose to spend my money where I am treated with respect.Chipotle Mexican Grill Inc
Date: 09/12/2022
On 9/12/22 I reached out to the customer via e-mail, apologized for the experience, and requested information to help identify the restaurant so i can follow up with the team.Review fromMia H
Date: 08/31/2022
1 starMia H
Date: 08/31/2022
2 occasions I've ordered from chipotle on ********, ** capitol Square. And my order wasn't ready because they closed 30 minutes before the actual closing time. However, employees are still inside the restaurant. I believe is lack of interest in serving the customer.Chipotle Mexican Grill Inc
Date: 10/10/2022
On 6/23/22 the guest reached out via the live messaging channel, and a ******** Care agent apologized, shared feedback with local and regional management, and fully refunded the order. On 8/31/22 the guest called the ******** Care phone line, and an agent fully refunded the customer's order. On 8/31/22 the guest called back wanting to speak with restaurant management.Review fromShemp G
Date: 08/25/2022
1 starShemp G
Date: 08/25/2022
Hello - my wife and I just had a very unsettling experience at your location at the ******************************************************************** location. In case there is a filter, it is the location that is in the ******************* in ** on ************.We arrived at approximately 4:50pm on 8/19/22 to pickup our online order. The order was not there. The person behind the counter indicated he was the only person there, and did not make it and would not be able to make it for some time. We asked if we should cancel the order and get in line then, and he became rude, and belligerent. He was yelling at us to "jump the line" and get in front of all the other customers. I explained we would not do that and inconvenience all those customers just because the process was broken. He then became more belligerent indicating that the stores process was not broken, even though our order pickup time was 4:45pm and it was past that. This extremely loud conversation occurred in the open, and in front of approximately 5-8 other customers who were standing in line. In addition, the store had food all over the floor in the dining area, bathroom areas, and on the dining counters. We left without any food, and completely wasted our time. Just based on seeing all the food and mess all over the restaurant, I'm glad we didn't get our food because I would probably feel a bit uneasy eating it given the dirty conditions of the restaurant. If I could leave -10 stars I would.Chipotle Mexican Grill Inc
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, and requested additional information to help find the order.Review fromScott H
Date: 08/24/2022
1 starScott H
Date: 08/24/2022
I've had a bad experience at each Chipotle location I've been to in the past six weeks. Orders are never accurate, the locations are usually filthy and the employees are incompetent. I'm done with Chipotle for good.Chipotle Mexican Grill Inc
Date: 08/29/2022
On 7/27/22, 8/17/22, and 8/24/22 a ******** Care agent has reached out via e-mail, apologized for the experiences, shared feedback with local and regional management, refunded one order, and provided a total of two free entree offers and two buy-one-entree, get-one-free offers (each offer valued at $10).Review fromJacqueline G
Date: 08/23/2022
1 starJacqueline G
Date: 08/23/2022
I smashed my foot on the metal doorI smashed my foot on the metal door going into the dining room from the patio and had an injury that they should have helped me with, Doctor ******** and foot therapy!However, their incident review team was the most unfriendly, unprofessional team I have ever come across. They denied my claim 100%, and were just a nasty group to engage. If I could I would give them 0 stars for the nasty way they handled the situation and injury that happened on their property!Chipotle Mexican Grill Inc
Date: 08/29/2022
On 8/16/22 a Customer Incident agent left a voicemail message for the guest and reached out via e-mail. On 8/23/22 a Customer Incident agent spoke with the guest over the phone. On 8/26/22 I reached out to the Customer Incident team and requested a follow-up.
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