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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 fromSuperior K
Date: 12/11/2023
1 starSuperior K
Date: 12/11/2023
My food was cold and it made me sick. The steak taste like leftovers. I ask for a full refund on my order and I can't get an explanation as to why not? Chipotle should make it right and provide a full refund and not have me buy a burrito just to get 1 free. The service I paid for is not the equivalent of a bogo. I had the stomach flu from eating chipotle. The bag was open at the bottom and placed on the floor upon deliverym Your bags are suppose to be sealed not open. I believe I was food poison from eating there.Chipotle Mexican Grill Inc
Date: 12/12/2023
On 12/6/23 the guest reached out via the live messaging channel, and the chatbot Pepper provided two free sides of queso offers. On 12/6/23 the guest then submitted an e-mail comment, and on 12/7/23 a ******** Care agent reached out via e-mail, apologized for the experience, shared feedback with local and regional management, advised the guest of the offers already provided, and then voided the free sides of queso offers and provided a buy-one-entree, get-one-free offer. On 12/11/23 the guest made the first report of alleged illness. On 12/12/23 I escalated the guest's case to the ******** Incident team for follow-up.Review fromJose H.
Date: 11/28/2023
1 starJose H.
Date: 11/28/2023
I wanted to let you know what I saw in the evening with my kid there. We were sitting at the table eating and a customer came in. She was Asian. She got to the counter and ask to ask for a refund. I try not to listen to her and Manager ******'s conversation, but I had to see what was going on. The customer asks for a REFUND since ****** over charge her. ****** refused and said, "I am the manager and there is nothing you can do except call customer service to complained about the refund, you were rude to me, so I am not going to give you a refund." Asian woman says I had asked you before you rang me up how much the kid's quesadilla meal was, and you say $5 something, and you say $1.60 for the queso. Then one of your manager team members said very loud, "I was the one that told her that" and Emeilia laugh it off saying, "I never said that" smiling at the Asian woman. ****** then said, "if you want a refund, you can call customer service". The Asian woman says, come on, you over charge me, and I just want my refund. you s**** up so just me my refund and the Asian woman just repeated herself. But ****** did not care, and I could see other team member that want to step up but was afraid of getting fire so that did not say anything. Then Asian woman lost it and pushed some basket onto the ground, and she was ****** now and say, "You stupid, F***** C*nt!, this is **** off and being rude! then the Asian woman walked out but before she reaches the door, she says it loud again, "You Stupid F**en C****!". Now as a customer, I have to say ****** handle the situation was very unprofessional. ****** is the manager, and she should had given the customer her refund especially if she screwed up. Do you not trained your manager to be professional? I am writing this because I feel that Chipotle should have 2 people on shift to make a decision. I see the other people who was below the manager not say anything even though they knew it was wrong.Chipotle Mexican Grill Inc
Date: 12/11/2023
On 12/11/23 I escalated this matter to our Respectful Workplace team for them to look into this and address it with local and regional restaurant management.Review fromJoanne R
Date: 11/12/2023
1 starJoanne R
Date: 11/12/2023
This company is a master at fraud and theft. I cant even count on one hand that an order has had missing items or completely incorrect items and never have I been able to get a refund. Unbelievable. People in the store are incapable of giving a refund for an online order. Any any promise to refund has never been received in my bank account. Stay away at all costsmake your own food or go someplace else. Its totally not worth your time and frustration. What this company does to customers should be a crime. This last time, I was convinced to give it a try and boy was I wrong. Or should I say right? I knew what was going to happen and I was naive enough to think the company and or location might have improved.Chipotle Mexican Grill Inc
Date: 11/13/2023
On 11/12/23 the guest called the ************* phone line, and a CC agent refunded the kid's ***** ($5.94). As the refund was processed the same day as the order, the total posted charge should reflect the refund rather than posting as separate charge and refund line items. If this has not been received within 3-5 business days, the guest should follow up with their bank. Online orders are processed on a different system than in-restaurant orders. Therefore, our crews do not have the ability to issue any refunds for orders placed online or through our app, which is why customers are directed to contact *************.Review fromJohn D
Date: 11/06/2023
1 starJohn D
Date: 11/06/2023
I had a very disappointing experience at Chipotle tonight. I went to the restaurant, and they were closed despite their hours suggesting they were open. I called Chipotle customer service to address the issue, but it took an hour to explain the situation, only to be told that I was lying and that they were still open. This level of customer service was extremely frustrating and disappointing.Chipotle Mexican Grill Inc
Date: 11/08/2023
On 11/8/23 I reached out to the guest via e-mail, apologized for the experience, and explained that we should be observing posted hours and posting signage if something arises that we are able to honor these hours.Review fromNick S
Date: 11/03/2023
1 starNick S
Date: 11/03/2023
Online ordering does not work but still charged me for the order that never came through.When reaching out requesting the refund they refused to issue a refund so they essentially attempted to steal my money and hope I didnt notice.Extremely shady behavior and they should really just remove online ordering if they are having such severe issues that they can charge cards but not refund cards.Chipotle Mexican Grill Inc
Date: 11/04/2023
On 10/31/23 the guest reached out via the live messaging channel, and a Customer Care agent apologized for the issue and advised the guest to file a chargeback with their bank.
At this time, due to technical issues, we are unable to refund any charges that posted to the guest's statement from 10/31. We sincerely apologize for the inconvenience. To ensure the customer receives these funds back quickly, please file a chargeback with the financial institution for any charges received from Chipotle on 10/31 that did not result in an order being received. The bank will then issue a refund directly to you. We appreciate your understanding.Review fromCasey N
Date: 11/01/2023
2 starsCasey N
Date: 11/01/2023
Chipotle makes great food (in theory) using great ingredients and seems to be a great company in general. Their issue is consistency and customer service. Issues are found instore and online - but online is worse. Many things have happened over the years which caused me to eat at Hot Head before trying them again. Most recently (in around a one month time frame) I ordered a quesadilla 4 times. Twice the cheese quesadilla was NOT COOKED AT ALL. One out of the 4 times it was only PARTIALLY cooked. At the time Chipotle offered a free matching item for any issue through their website, that is why I kept ordering it. Now, they dont even offer that. You have to call to get any sort of refund for missing ingredients, uncooked-under cooked food, or missing item. Missing items or incorrect items are not uncommon. After that month period, I ordered the quesadilla again since the last one came actually cooked, and they sent me one using a soft taco sized tortilla, instead of the correct larger sized tortilla. You never know what you will get when you order from Chipotle. It is a shame. I have told them they lost money due to their consistency issues but every time I come back issues with my order happen again. They do not seem to improve on these two issues. Since they no longer provide assistance when rating your order through their website when you order online- they just ask for feedback to improve but no longer respond, their customer service has only gotten worse. I have had similar issues in the store- but there you can at least get immediate help and they can replace/fix your order. I really liked and believed in Chipotle. They have managed to chip away at my positive belief in them so badly that I no longer do business with them.Chipotle Mexican Grill Inc
Date: 11/04/2023
On 11/4/23 I reached out to the guest via e-mail, apologized for the experience, and requested information to locate their order history.Review fromJanelle M
Date: 10/31/2023
1 starJanelle M
Date: 10/31/2023
Chipotle offered a boorito code that didnt work. Further, it took down their app and their websiteChipotle Mexican Grill Inc
Date: 11/04/2023
Due to extraordinary demand, we experienced intermittent technical issues on our app and website for guests placing digital orders during the Boorito promotion. On 11/1/23 a Customer Care agent reached out to the guest via e-mail, apologized for the experience, and provided a free chips & guac offer (valued at $5).Review fromAaron P
Date: 10/30/2023
1 starAaron P
Date: 10/30/2023
This company does not like to talk to there customers or possible employees. The managers do not follow up with you regarding employment. I filled out an application, had an interview and was told I would, A- get an email pertaining to the job and rhe company, B - was told that i would get a call back on sat 10/28/23. Both of those things never happen. I tried to call the business location I had an interview, and the automated answering service does not have an option to talk to a live person. I tried to contact the corporate office, and the answering service tells you to go on the website then hangs up on you. The website has limited options when trying to contact anyone. And did not provide a way to address my issue. If this is how the company conducts itself when it comes to consumers and potential employees, I think that everyone should boycott this company. They obviously don't care about anything but the money. I would strongly suggest that anyone that's wants a good experience with a company, stays away from this one****Chipotle Mexican Grill Inc
Date: 11/04/2023
On 10/30/23 the guest reached out via the live messaging channel, and a Customer Care agent directed the guest to call the Employee Service Center as Customer Care does not have access to the information the guest is inquiring about. When calling the restaurant, the guest can also ask "speak to a manager" to direct the call to ring through to the restaurant. On 11/4/23 I forwarded the guest's case to the Respectful Workplace team.Review fromChris B
Date: 10/27/2023
1 starChris B
Date: 10/27/2023
Orders online just don't work but they charge your card regardless. I was notified after payment was made that there was a problem and I could submit and pay at pick-up. I did so, I got a notice from my bank my card was charged, but got no confirmation number from Chipotle. So I do this again, get charged again and same response of nothing from the site. I note the order is supposed to be done by 8:30 PM so went there expecting to pick up my food at least. Upon arrival I am told I have to call a number for refund of second charge, they don't have a order for me, and although I was obviously charged twice for a $27 order from Chipotle they refuse to make my order without a confirmation. I call the number to get a refund and complain and am told to watch to see if the charges are reversed and sorry for the inconvenience. Never again so frustrated and hungry.Chipotle Mexican Grill Inc
Date: 11/04/2023
On 10/27/23 the guest called the Customer Care phone line, and a guest requested additional information to help find the order. On 11/4/23 I e-mailed the guest, apologized for the experience, shared feedback with local and regional management, explained the online orders are not able to be refunded by restaurant employees, and requested additional information to help find the order.Review fromMary P
Date: 10/22/2023
1 starMary P
Date: 10/22/2023
Chipotle ***** ** location has horrible customer service !! ***** the manager and ******* I believe her name is were both talking in Spanish about customers including myself . They said they were going to charge me for a side of hot sauce because they believed I didnt say please . They also told me to call corporate that no one would do anything anyway and that they didnt care that I knew they were talking bad about customers. Im not sure who in the company led them to believe its ok to talk about customers in another language but the fact that they werent even sorry is more concerning . I called corporate a few days ago and havent heard back which is leading me to believe they might be right , corporate doesnt careChipotle Mexican Grill Inc
Date: 11/04/2023
On 10/18/23 the guest called the Customer Care phone line, and an agent shared feedback with local and regional management and provided a free-entree offer (good for any main menu item and valued at $12). On 10/18/23 the guest also submitted an e-mail complaint, and a Customer Care agent reached out via e-mail, apologized for the experience, and shared feedback with local and regional management. On 10/23/23 the guest reached out via the live messaging system, and a Customer Care agent apologized for the experience, shared feedback with local and regional management, and provided a second free-entree offer (good for any main menu item). We are unable to guarantee return calls from restaurant management or share the outcomes of employee complaint investigations.
On 10/25/23 the guest called the Customer Care phone line, and an agent escalated the case to the Customer Incident team. On 10/26/23 a Customer Incident agent called the guest and left a voicemail, and on 11/1/23 a Customer Incident agent spoke with the guest by phone. The issue was shared with local and regional management and the Respectful Workplace team.
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