Complaints

This profile includes complaints for Chipotle Mexican Grill Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Chipotle Mexican Grill Inc has 572 locations, listed below.

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• 

  Chipotle Mexican Grill Inc

  610 Newport Center Dr Ste 1300 Newport Beach, CA 92660-6413

• 

  Chipotle Mexican Grill, Inc.

  333 W. Hampden Ave. Englewood, CO 80110

• 

  Chipotle Mexican Grill Inc

  919 Pearl St Boulder, CO 80302-5108

• 

  Chipotle Mexican Grill, Inc.

  3600 W 32nd Ave Denver, CO 80211-3120

• 

  Chipotle Mexican Grill, Inc.

  14255 W Colfax Ave Lakewood, CO 80401-3211

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.

• Initial Complaint

  Date:03/21/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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,
  
  ******* ****
  
   
  

• Initial Complaint

  Date:03/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This is the third time that the order is late for more than 20 minutes to pick up at Chipotle, ****************************. Today it was worse than I could imagine. After picking up the bowl, I drove home and opened it. It had cheese, meat in it when my order was fully vegan. This is after driving back and forth for around 90 minutes (2 times). Horrible service.

  Business Response

  Date: 03/24/2025

  On Mar 20, 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 free entre offer which was redeemed on 3/24/3035.

  Customer Answer

  Date: 03/24/2025

  I drove twice (around 45 minutes each time) for this issue. Also, the delays are happening way more often than usual. If this is the best you can come up with, then let it be. 

  Business Response

  Date: 03/25/2025

  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.

  Customer Answer

  Date: 03/25/2025

  If the business believes they have done the best they could for the trouble caused to me, it is up to them. However, it is not satisfactory for me.

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Please stay online order for a burrito bowl with extra protein. Once I received my order at my front door. The bull had more rice and beans and hardly any protein the chips that I received were still I called the manager and hold on a photo showing that my bowl only had rice and beans and extra chicken, which I was charged for the person that answer the phone was very rude and did not wanna accommodate me on getting a refund or giving me a new bowl with the protein that I paid for I indicated thats not right that Im paying for something extra to have enough protein and this is what I

  Business Response

  Date: 03/24/2025

  On Mar 20, 2025 an agent spoke with the guest via phone, apologized for the experience, shared feedback with local and regional management, and provided on free BOGO offer to the guest.

  Customer Answer

  Date: 03/24/2025

  I denied this request because this does not rectify the matter that I was charged for double meat and chips and salsa, and the chips were stalled and I did not get the portion that I paid for. Yes, I received the voucher for buy one get one free, but I still have to pay for extra meat which, in the beginning of my order I paid for this accommodation.

  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.

  Customer Answer

  Date: 03/25/2025

  
  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,
  
  ****** Changmoreno
  
   
  

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 19th 2025, at around 3pm, i was at Chipotle the *********** location. I got a steak bowl. I almost ate my entire ******** flipped over a piece of ********* there was a big black fly stuck to my lettuce. i brought it over to the cashier who was great btw & she expressed remorse & called her manager. her manager was making a customers order so i told her to approach me because i was trying to be discreet. this location is very popular & there was about 12 people in line. Anyways, i motion for her to come to me so i don't have to say it loudly & she responds "Ma'am you're going to get your money back, like its not like i don't believe you" but i wasn't worried about the money! Flies eat by regurgitating their food - the acid from the throw up then breaks down the food so they can eat it. Absolutely disgusting. i was sick to my stomach. i was close to tears. I have never experienced something so disgusting before! Then to be confronted in that manner? like who tf cares about 12$ when i probably ate fly throw up???? So i was confused by her ************ said "Guys I'm genuinely sick like this is absolutely disgusting" & she responds "YOURE ALREADY GETTING A REFUND WHAT ELSE DO YOU WANT ME TO DO????" i was horrified. i left the restaurant and busted out crying. i was shaking. My brother turns to me & says why are you crying - and "i said she was so rude to me like this is traumatic- i never found animals in my food before. i cant believe how awful she treated me" so he enters the restaurant. she told him to "GO f*** himself" she called him annoying. she was talking over him. Mind you she's making this scene in front of no less an than 30 ppl including staff. if i don't get a call back from **** ***** or ***** - the CEOS or managers - i will be going to ************** 3 news. NOBODY ABSOLUTELY NOONE DESERVES HOW WE WERE TREATED I cannot believe it. i will never ever eat chipotle again. and i fully intend to call the health **** on this. or the food ****.

  Business Response

  Date: 03/24/2025

  On Mar 20, 2025 a case was opened with our incident specialists. Please keep an eye out at this phone number ************ and this email address ***************************** to be contacted about this experience.

• Initial Complaint

  Date:03/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was given the wrong order (on my 80$ order) I had delivery from the Chipotle app to my house and upon opening the bag the staff gave me two burritos when I ordered 3 burrito BOWLS and 1 quesdilla. I contacted them multiple times, calling the restaurant, doing their terrible "pepper" chat over and over, and emailing where they just copy pasted answers and told me I was wrong? I expect a refund.

  Business Response

  Date: 03/24/2025

  On Mar 17, 2025 an agent spoke with the guest via chat, apologized for the experience, and shared feedback with local and regional management.

  Customer Answer

  Date: 03/24/2025

  a complaint filed is no enough. Its 70$ worth of food gone that I didnt get with no refund or food to make up for it.

  Business Response

  Date: 03/25/2025

  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.

  Customer Answer

  Date: 03/25/2025

  i am still waiting for either a refund or store credits of the amount I spent. I'm so confused because I tipped well and have never been anything but kind in my MANY messages. Please do the right thing.

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 went to chipotle and ordered a burrito bowl for my daughter's dinner, and chips and dip for myself. to go. I went home and discovered that there were no chips. so i took the receipt back to the restaurant and asked for a refund for the dips because they were useless without chips--what am I supposed to do with a cup of queso and guacamol4e? Drink it? They refused to reimburse me/. The lady in line behind me called me a b**** and the manager I was speaking with agreed. SHe gleefully refused to refund my money. I wrote to corporate and provided my receipt. They refuse to give me my money back, instead giving me a buy one get one free coupon, which i do not accept. I will never step foot inside another one of those restaurants. and I want my money. it's not my fault that the guy I ordered from failed to enter the chihps into the receipt and faled to give them to me. DIP IS USELESS WITHOUT CHIPS! The restaunrant failed, and I want my 5.50 back. i am so disgusted by the way I have been treated--being called a bitcj for wqnting my money back. I didn't ask for a refund for the bowl which weas fine. only the dips. They refuse.. I don't care that it's only 5.50. its the principle of the thing. They did wrong treated me horribly and need to refund my 5.50.

  Business Response

  Date: 03/24/2025

  On Mar 24, 2025 I created a new case with our incident specialist, please keep an eye out at phone number ************** and email address *********************************************************** to be contacted bout this experience. 

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 13, 2025, I was working on an important assignment and task and didn't have time to go to Chipotle. As a result, I placed a mobile order for two bowls for pickup. The first bowl I got with chicken was free since I used my free entree reward and paid for the second bowl, which was intended to include half steak and half the new chipotle honey chicken. The total cost was $12.55, including the free entree. Since I was not able to pick it up myself, I ordered an **** store pickup to pick it up for me where I gave the driver specific instruction of where to pick the food up at and where to drop it off. Upon the driver picking up the order and bringing it to my house, I thank the driver and upon feeling the bag it was very light which is not suppose to happen with two bowls. I then proceeded to opened the bag and noticed that there was only one bowl in my bag with the regular chicken and not the steak and chicken bowl that was paid for. I am highly upset and annoyed at this situation because I paid for something and did not receive it. I then tried to contact pepper and was told nothing could be done at the time and I couldnt be connected to a representative to resolve my issue. Then I reached out on ******* hoping to get a response by chipotle but I never did, I then comment again and was sent an link on ******* which it took me to ask pepper and the same issue happened again where all I was told is I cant be connected to a representative. I am tired of the back and forth and my time and money being wasted. Additionally, the one bowl I did receive with the regular chicken tasted bad and spoiled and made my stomach hurt all night. I just want this matter to be handled because I paid for a order that was not never received. It would also be appreciated if I was to get solution or response back to my issue since I never received one. I have also attached images of the order that was received, the **** eats pick up, and the receipt that was put on the bag.

  Business Response

  Date: 03/24/2025

  On Mar 24, 2025 I created a new case with our incident specialists. Please keep an eye out at this phone number ************** and this email address ****************************** to be contacted about this experience.

  Customer Answer

  Date: 03/24/2025

  I was reach out by headquarters and was given a bad excuse of why a refund could not be made. Also, being sick by chipotle food and also not receiving a full order that was paid for also didnt allow me to get a refund. All was told that not ever bad experience would be compensated and the comments would be shared with the restaurant. This is unacceptable I will report them to the ************ to be investigated and will file a claim with my bank, this is ridiculous 

  Business Response

  Date: 03/25/2025

  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.

  Customer Answer

  Date: 03/25/2025

  no resolution was given 

• Initial Complaint

  Date:03/16/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 order # **d7ec37-9b6f-42a4-a687-1721b75a2014 I ordered a meal from Chipotle via delivery through the Chipotle app and the delivery driver showed, speaking through a translation app and stating that he went to the restaurant and the restaurant informed him that there my order did not exist. I need not only my money refunded but Chipotle to take some responsibility for this. I have had multiple issues with this Chipotle's orders in the past and things need to change.

  Business Response

  Date: 03/17/2025

  On Mar 16, 2025 an agent spoke with the guest via phone, apologized for the experience, shared feedback with local and regional management, and provided a full refund in the amount of $25.38.

• Initial Complaint

  Date:03/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This is getting to be absolutely ridiculous. I have order four different times from the centerton ******** location! One in person(cold food but made correctly) once(curb side food missing ingredients) twice on doordash(food missing ingredients or wrong items all together. I order 1-2 bowls at a time for easy meal prep or for my kids and I to share! Something needs to be done, they cant even follow simple directions. Who forgets to add cheese or veggies!? Ive been given free drinks countless times which we dont even drink soda! (In the pic where is the cheese and fajita veggies? I mixed up to see if there was any and of course yet again nothing!)

  Business Response

  Date: 03/17/2025

  On Mar 17, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, voided the original offers of two free drinks, and provided two free BOGO offers.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 3/9/14 at 2:19 p.m. I placed a mobile order for 6 entrees for pickup at ************************************************ at 2:30. I was continually told that my order was almost ready, while watching dozens of people go through the order line, get their entrees, eat and then leave. At one point I was told they needed to make my order again. The guy at the counter was annoyed every time I asked how much longer it was going to be. At 2:57 I told him this was taking too long and I would just like my money back. The manager came out, said she had a lot of orders and would get to mine soon, and walked away. So I had to continue to wait, or lose my $75. A random man came over to me and said I was being very gracious with them and he wouldn't be so patient. A little while later I finally got my order, and the portions were pathetic. I'm placing a BBB complaint because when I've used chat with pepper for order issues instead of an actual solution I'm told they'll use my feedback to improve, and there doesn't seem to be any way to get help.

  Business Response

  Date: 03/17/2025

  On Mar 17, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided an offer for one free chips and guac.

  Customer Answer

  Date: 03/19/2025

  I understand that you dont want to give out free food to everyone who complains about a Chipotle location. We have been loyal customers for years while infrequently receiving poor service for years. Offering a $4.65 guacamole and chips for our experience is insulting. We waited for almost an hour to get our food, while literally watching dozens of walk in customers get their food, no exaggeration! The manager refused to refund our money, we were driving across the country and did not have time to wait, they ignored us and treated us like we were looking for a hand out, not as a paying customer who had to wait longer than the multitudes who walked in, ordered, ate their food,and left before we were even approached by the manager. Me taking the time to fill out a better business bureau complaint for less than $5 is not worth my time. It is unacceptable that Chipotle could stand by a store that is so poorly managed and then not care that this store only wanted our money, as they would not refund us. I dont even care about the money at this point, Im taking the time to respond because this is just reflective of a business that does not pride itself in customer service and satisfaction.

  Business Response

  Date: 03/24/2025

  On Mar 24, 2025 I reached out to the guest via e-mail, voided the original offer of one free chips and guac, and provided a full refund in the amount of $75.50.

  Customer Answer

  Date: 03/25/2025

  
  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,
  
  ******* ****