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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 fromShanna L
Date: 01/02/2025
1 starShanna L
Date: 01/02/2025
I came into chipotle on January 2, 2025 at 11:09 AM. When I walked in the door, the inside door handle came loose and fell on my head and hit me in the head. My head now hurts I have a headache and if my pain does not go away, I will seek a doctor and also my attorney. Not one single person and this restaurant offered apologies or asked if I was OK and in fact, they were just extremely rude towards me. I am filing a complaint with the Better Business Bureau. This is not the first time that this door has had problems with its handle on the ********** other time that I came in prior to this visit, the door handle was completely missing. They do not care about your safety. They do not care about the food you eat and they do not care about their customer service. This restaurant does not deserve to be in this location, and the employees need to be fired due to lack of customer service and poor quality. I strongly recommend that nobody risk their safety by entering this building.Chipotle Mexican Grill Inc
Date: 01/06/2025
A case has been opened with our incidents specialists. They are looking into this now and will be reaching out to you about this. Please keep an eye out at this phone number and this email address ************************** to be contacted about this experience.**************Review fromDan F
Date: 11/17/2024
1 starDan F
Date: 11/17/2024
I placed an order for my work team meeting on 10-14-24. The cost was $150 for our order. I had selected a pick-up time of 11:00 am. I arrived at 10:55 am to be on time to pick up my order. They said they were running behind on orders. I kept waiting and waiting until finally at 11:40 am my order was ready. When I returned to my office and passed out the food, many orders were missing items that I paid for, including the protein. Many were cold and looked like they had been made much earlier. When I reached out to see about getting a refund for the missing items in my order I was offered a BOGO for my next visit. I estimate I had over $20+ in food I paid for that was not in my order. I really like the food at Chipotle but the service is terrible. Sad Chipotle is going downhill so fast with service. I will look for another place to spend my money where I feel appreciated.Chipotle Mexican Grill Inc
Date: 11/21/2024
On Nov 21, 2024 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided an additional three free entre offers to the one free entre offer provided by the previous agent. I have also reached out to local management to let them know of your request to be contacted but I cannot guarantee if or when someone will reach out.Dan F
Date: 11/25/2024
I appreciate the follow-up and I feel they made it right for me. I love the food and hope they can improve the customer service for my future visits.Review fromKate C
Date: 11/15/2024
1 starKate C
Date: 11/15/2024
After receiving a salad that was essentially a bowl of lettuce with half a portion of chicken on top (ordered extra protein), I have been given a free entree coupon that expires and refused a refund. Getting to an actual customer service agent was next to impossible. And when I did, she did not address the situation nor do anything to resolve it. And her tone was insanely condescending.Chipotle Mexican Grill Inc
Date: 11/21/2024
Im sorry this resolution was disappointing. Unfortunately, were unable to provide the resolution youre requesting. However, I want to reassure you that I have reached out to the team at our ************ location regarding your experience and hope you are able to have an improved future order with the offer you have received.Review fromIngrid B.
Date: 11/02/2024
1 starIngrid B.
Date: 11/02/2024
I was in chipotle on Oct 9th at 6:44 pm to purchase a burrito as I was leaving I saw two mice chasing one another. We back on October 30th and as I was checking out a mice ran across the floor. I said to the cashier did you see that mouse ?this is the second time Ive seen mice in here and I wont be back. She stated they are harmless. As I was walking passed the table when they prepare online orders a mouse was sitting where the food is . I left and through the food away.Chipotle Mexican Grill Inc
Date: 11/11/2024
On Nov 04, 2024 an agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management.Review fromTerri M
Date: 10/20/2024
1 starTerri M
Date: 10/20/2024
I stopped by this place today to get a half chicken and half steak bowl to go. They gave me a full spoon serving of chicken and 4 pieces of steak. I ask them how much of each do one get when ordering, the server said half of a spoon for both. But that's not what they gave me. I asked again at the register and they said half of a spoon for both and stated again, this is not what you call a half bowl of each but charged me for a steak bowl with only 4 pieces of steak. This is ridiculous, you should have charged for the price of a chicken bowl if you're going to give me 4 pieces of chopped steak.I could have bought of the ingredients myself and would have had extra left over. This is price gaging to get little serving for a high price. If you going to charge a higher price, then you need to give people a better serving of food.Chipotle Mexican Grill Inc
Date: 12/23/2024
I'm sorry we let you down. Every guest should get the proper portion sizes of our fresh and delicious ingredients. Please note that when ordering 1/2 of one protein and 1/2 of another protein, the entree will be charged per the higher priced protein (steak, in this example). I hope you have a better experience next time. Thanks for being a Chipotle customer, and have a great day!Review fromFrancene C.
Date: 10/15/2024
1 starFrancene C.
Date: 10/15/2024
There limited time Brisket had way too much Mexican spices I live in ******* and there is a place called "SONNYS"Actually they are all over ******* I eat there Brisket all the time and it is wonderful I'm on a business trip,staying at a nearby hotel ,decided to take a 2 block walk to Chipotle,both doors was blocked off first of all,you had to walk down further into the revolving doors to get in this place,I finally walked in,the place was dirty,napkins all over the floor Placed My order for the limited time beef brisket,the girl behind the counter just started at me,had no idea what I was ordering,spoke no ENGLISH ,I had to point to what I wanted,than the next guy,for the cheese,lettuce and etc,he's starring at me,again he spoke no English,I had to speak a little loud to ask if ANYBODY SPEAKS ENGLISH HERE,the girl behind the register came over and said"(with an attitude) Yes we speak English-where I said reverently those 2 don't She had to speak to the other guy in Spanish what else I wanted to order I paid and got the h*** out of there Went to My hotel room Tasted this beef brisket,understanding it had Mexican spices in ***** was horrible Way way too much spices ,couldn't even taste the brisket,I also wrote to their corporate office because I want my money back $16+ for something I couldn't eat ,Horrible IF your company is going to hire people especially front line customer service they need to speak ENGLISH If they work in *****************,anywhere else I couldn't care one bit What a Horrible Experience and a waste of money this wasChipotle Mexican Grill Inc
Date: 10/21/2024
On Oct 15, 2024 an 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.Review fromJayne W
Date: 10/14/2024
1 starWas sent a BOGO email for an entree tried to order it but did not work. Contacted chat and all they kept saying was add the food and pay for it. Sent screenshots of the email was told it’s being investigated and will hear back the same day and of course nothing. Did chat again the next day and was told it was still being investigated and screenshots are being looked at. Decided to call was told no the case is closed and has to be reopened. Customer service said she has no resolution for me and could not do anything on her end. This feels like a bait and switch. I have sent everything Chipotle asked for and was told oh well we won’t help you. Horrible customer service.Review fromSuada K
Date: 10/12/2024
1 starSuada K
Date: 10/12/2024
I have been trying to get a refund for a meal since 9/21/24. I have provided proof of purchase several times and provided card information several times. They just keep asking for the same information without processing a refund. I initially stopped into the restaurant and placed a to go order. Upon coming home, we realized our food was contaminated with hair. We did not eat the meal and at that point started to initiate a refund request. I do not want a coupon for a free meal. I just want a refund for a meal I was not able to enjoy. This has been so drawn out that its ridiculous. I am still expecting a full refund, but at this point I will never eat at chipotle again. The customer service has been disappointing. I used to eat there weekly but will take my business elsewhere.Chipotle Mexican Grill Inc
Date: 10/14/2024
On 9/21/2024 an 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. Once that was provide the agent asked for details regarding the transaction so that a refund could be processed. On 10/13/2024 a refund was processed in the amount of $19.21.Review fromGk P
Date: 10/11/2024
1 starGk P
Date: 10/11/2024
On Oct 11th, I visited your ****************************************************************** location and ordered a double chicken burrito with extra white rice, which I believe to be an extremely high-margin order.Upon receiving my order, I was immediately struck by the noticeably small portion of chicken in my burrito. Given that I had specifically ordered and paid for a double portion, this was particularly concerning. To verify my suspicion, I took the unusual step of weighing the chicken portion on a scale when I returned home.The results of this measurement confirmed my initial impression: the chicken portion I received was what I would expect for a standard chicken burrito, not a double portion. This discrepancy is unacceptable and represents a failure to deliver the product I paid for. I already got a refund for this order, but an inordinate amount of my time was wasted as well as gas driving back and forth.I would appreciate it if you could address this issue and provide an explanation for the consistently shorting on what Im paying for. Im at my last straw with Chipotle and I question the sanity of trying to skimp 75 cents of chicken on an order that has a $9 profit margin.Chipotle Mexican Grill Inc
Date: 10/14/2024
On Oct 11, 2024 an agent reached out to the guest via e-mail and another agent spoke with the guest via phone. Each agent provided an apology for the experience and shared feedback with local and regional management. Also, a refund was provided in the amount of $10.01.Review fromKatie W
Date: 10/04/2024
1 starKatie W
Date: 10/04/2024
When they are out of an item, they give you a business card with a handwritten "free chips and queso" on it. Then don't accept it at the location because it's not official. They also refuse to refund because a "solution was offered" by giving the business card. Tried reporting to "Pepper" (chatbot) but it hangs up on you.Chipotle Mexican Grill Inc
Date: 10/08/2024
On Oct 08, 2024 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.
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