ComplaintsforChipotle Mexican Grill Inc

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an online purchase at the 2500 Colfax location 9/2/24, when I arrived to pick up the order, I was told that it didn't exist. But I had the charge on my debit card. They said there was nothing that they could do. And that they're investigating it.

  Business response

  09/04/2024

  On 9/4/24 I reached out to the guest to provide an apology and more information on the purchase.

• Initial Complaint

  09/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I had placed an order at Chipotle and was really disappointed because my order never arrived to my location. I reached out to this company many times and I called them one last time today to try to get this resolved before I dispute the charge with my bank. I figured I would reach out to the Better Business Bureau first before I file a dispute because you guys do an excellent job at resolving issues. Anyway, the order total was ***** and they absolutely refuse to refund me for an order that I never received. After many many calls I am sick and tired of getting nowhere. They tried sending me coupons for what I ordered which was 2 burrito bowls and 3 chips and queso but they didn't even work. I tried to add them to my mobile order but they would not even work and was getting a message that they are invalid. They told me today on the phone that I LIED to them and gave them 2 different reasons as to why I want to get this refunded. They told me on the phone that I originally said that they delivered my order to the wrong location and I also told them that I did not receive my order... Well obviously there is a language barrier because I was assuming that they dropped my order at the wrong location or the driver kept the order. Regardless, I never received this order, and they refuse to refund it and I hope that you guys can help me to get this refunded before I dispute with the bank... Thank you for your time and have a GREAT week!!! The confirmation number for this order was XE4-4AR and this order goes back to July 24th...

  Business response

  09/04/2024

  On 7/24/24 guest reached out via chat and was given two free entre offers and 6 free chips and guac offers for order XE3-4AR. On 8/5/24 the guest reached out again via chat and email, about two orders, XE3-4AR and 6Y6-YA1, that were placed on 7/24/24 due to not receiving one of the orders. On 8/5/24 an agent provided an apology and a refund was provided in the amount of $99.62 for one of the two orders, 6Y6-YA1.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a BOGO offer through the Chipotle IQ program 8-22-24. On the app, it appeared as BOGO in Rewards with an expiration date "14 days after awarded." I checked it 8-30-24 and it had disappeared. **************** told me that the expiration was now 7 days after awarded. This is a bait and switch. I request remedy of a return of my BOGO as initially offered.

  Business response

  09/04/2024

  On 8/30/24 the guest reached out via Instagram and an agent provided an apology and an offer for buy one entre get one entre free.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Complaint:I am writing to express my dissatisfaction with the quality of takeout bags provided by Chipotle at ************* in *********. Over the past several visits, I have experienced repeated issues with the bags ripping, which has caused inconvenience and frustration on multiple occasions.Details of the Issue:On 7/25 and 8/21, I ordered takeout from Chipotle, and the paper bags provided for my order tore apart before I could bring the food into my apartment from the car. This issue has occurred consistently, leading to food spilling out and requiring me to carry my order in my hands or use my own bags.This recurring problem not only affects the convenience of carrying food but also raises concerns about Chipotles commitment to quality and customer service.Impact:The poor quality of the bags has resulted in multiple incidents where my food was spilled, causing inconvenience and mess.As a customer, I expect reliable packaging for my purchases. The repeated tearing of bags has affected my overall experience and confidence in the brand.Desired Resolution:I request that Chipotle address the issue of the poor-quality bags by:1.Improving the durability of the takeout bags to ensure they can hold food items securely.2.Offering a more reliable alternative for customers who order takeout to prevent such issues in the future.3.Providing compensation for the inconvenience caused by the defective bags, such as a discount on future orders or a refund for the affected orders.I value Chipotles food and service, and I hope that by bringing this matter to your attention, steps will be taken to improve the quality of your takeout packaging. Thank you for your prompt attention to this matter.

  Business response

  08/29/2024

  On 8/29/24 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

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After 3 times going to a different chipotle and throwing away money because either food is incorrect or bad tasting food. *** lost on a lot of money throwing food away and never able to get my food correct or money back. Since you can ever get anyone on the phone to explain your issue. Also just went in to a chipotle at *********************************************************************** and by far the worst experience I have ever experienced at a fast food location. From the start there employee was extremely rude serving food with a bad attitude. Then she was not paying attention and gave me the wrong meat and I was charged more for steak when she gave me chicken instead. Then I ask a simple question to your employee regarding napkins and forks were out. She turned around and lashed out on me telling me how she was on break and she cant be on break and do her job at the same time. I told her if you got to much on your plate sounds like a problem for your supervisor not me. Why does chipotle have the rudest most obnoxious fast food workers like they get no training in customer service. Without us customers you would have no job at all. Is just unbelievable how you get payed $20 and hour and still complain but I started working at $6.25 and hour and worked harder then your lazy employees.

  Business response

  08/25/2024

  On 8/25/24 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

  08/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Urgent: Health Hazard at Chipotle Mamaroneck Location - Found an Entire Mouse in Our Food On 8/20/24, I ordered two vegetarian salad sofrita bowls for pickup at 7:30 PM (Order Number: 38P-8A1). I am pregnant and began eating my bowl bowl but was horrified to discover a mouse in my half-eaten food.This is completely unacceptable. Not only is this a severe health hazard, but it has also caused significant emotional distress. As you can imagine, this has been a deeply disturbing experience for both me and my husband, particularly given our pregnancy.Immediately after discovering the mouse, I tried calling chipotle's customer service number multiple times, desperate to have contact the location and have them stop serving this contaminated food to other customers. My brother also ordered two sofrita burrito bowls from the same location at the same time and ate them before we discovered the mouse. He has since been experiencing stomach discomfort and anxiety, which is extremely concerning.We expect an immediate and thorough investigation into this matter to ensure that such a horrifying incident never happens again to anyone else.

  Business response

  08/21/2024

  On 8/20/24 the guest reached out via the live messaging channel, and a ************* agent escalated the guest's case to the Customer Incident team for follow-up. On 8/21/24 a Customer Incident agent tried reaching the guest by phone and sent an e-mail requesting additional information. Chipotle's Health and Safety team has also been notified, and the Customer Incident agent was updated with the information the guest provided in this complaint.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My children and I visited the *************************************** on Aug 11, 2024 at 7pm. After waiting 30 minutes in a slow moving line, we ordered two kids meals ("build your own"). When we approached the register to pay, we were told Chipotle didn't have tortillas or chips left. But we were still charged full price for two meals. Chipotle should provide an appropriate credit equal to the value of the four missing items (2 servings of tortillas, 2 servings of chips). When I reached out to Chipotle, they initially offered nothing, and then reluctantly offered one free drink, which isn't adequate compensation in view of their menu prices.

  Business response

  08/21/2024

  On 8/19/24 a ************* agent reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management. On 8/20/24 the CC agent provided a free drink offer to apologize for the experience. On 8/21/24 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, voided the free drink offer, and provided two free kid's meal offers.

  Customer response

  08/21/2024

  
  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

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, night August 2, 2024. I purchased a burrito from Chipotle and came home at the first bite it was not fit for eating.. it rains Saturday and I took it back to the store on Sunday the manager said I should have brought it back in an hour. I still have it in my freezer.

  Business response

  08/19/2024

  On 8/19/24 I reached out to the guest via e-mail, apologized for the experience, and requested additional information to verify proof of purchase.

  Customer response

  08/22/2024

  The company reached out to me by phone  left on my VOM  I Am towford more detail of what happen , or about the indgerents, The problem is not the ingredients were not fresh there were not much ingredients. there.

  Got plenty rice corn and small swerving of red beans I was told that there is no more tomatoes'  I received  and sour cream it was too greasy and tasteless . It was no good . I had this product before. it Have it in the freezer until this case is settle . Ithe  store manager on duty on day on the day I took it back refuse to look at or pay me any attention he said that I should have brought it in an hour 

  I Am unable to attach the receipt at thi this but I'll Try again this time (I only 30 minutes before closed so I will try again to subnet

   

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

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

   

  the sore is located in the Columbia Height  Neighborhood 3100 bloc of **************. ************* 20010.

  Business response

  08/25/2024

  I have not received a direct reply to my 8/19/24 e-mail to the guest and am unaware of other contacts the guest has had with other Chipotle employees. I will need proof of purchase to proceed.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted a complaint to Chipotle regarding a recent visit I had stating that I wasn't satisfied with my food and that this was not the first time I submitted a complaint. I requested a refund of my order and provided the information that was requested only to be told that they can offer me a buy one, get one free to use at a later date. I simply want my money back.

  Business response

  08/19/2024

  On 7/24/24 a ************* agent reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management. On 8/13 a ************* agent reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management. On 8/16/24 the agent provided a buy-one-entree, get-one-free offer (valued at $15) to apologize and let the guest know that while we're unable to provide the requested resolution, the guest's feedback has been shared with management.

  Customer response

  08/19/2024

  Originally, the *** agreed to my refund request and asked for a copy of my bank statement showing the amount that I spent at Chipotle because I didn't get a receipt and I furnished the requested information. It wasn't until after I questioned why I had to reiterated the information that was already in my complaint, such as the location of the restaurant, time & date and my issue was when the *** stated that she added the **** deal to my rewards. I don't want a reward, I want my money refunded as requested and as agreed upon, not what Chipotle wants to give me.

  Business response

  08/19/2024

  I'm sorry if there was any confusion about the request for information to verify the order. I understand that this resolution is not satisfying. Please be assured Im sharing the guest's feedback with ************************ as we strive to provide the best support for our guests and hope the guest can have a better experience with the offer provided.

  Customer response

  08/20/2024

  I appreciate that everyone from your company has offered to pass along my complaint but no one has responded to my request for a refund. I have no desire to keep going back and forth about what's going to be relayed to ************** I just want my $13.36 refunded back.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Chipotle located on ***************************************************** refusing to provide guacamole even though I paid for it. Upon reaching out customer service, they refused to issue a refund due a wrong order provided but instead added unredeemable guac code (6DFWHKX) that store wont accept. Chipotle must provide a full refund for all orders that they did wrong. All orders were placed in person, instead of chicken a different type of meat was given as well, 0 orders like that should be refunded in full

  Business response

  08/19/2024

  On 8/6/24 the guest reached out via the live messaging channel, and a ************* agent apologized for the experience, shared feedback with local and regional management, and provided a free side of guac offer, which was redeemed. 

*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. ↩