Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against the Chipotle on ********************* in ***********. Something has to be done. Every time I attempt to patronize this establishment, they regularly do not have at least one ingredient, mainly fajita veggies. By now, this location should be aware of what is necessary to function at full capacity and to provide decent customer service. Because this location conveniently sits between at least 3 grocery stores, there is no reason I should be walking out b/c of ingredients they dont have. I have to drive all the way to ******** just to get all the ingredients that are regularly offered. This is absurd. Chipotle should not be franchising if they cant keep inventory. If this is a privately owned Chipotle, the parent company should not be franchising to private owners who diminish the restaurants reputation. Its stupid and annoying that I have to contact the BBB b/c complaints to CS go unresolved. PLEASE CONTACT ME ASAP! Very disgruntled customer

  Business response

  02/07/2025

  On Feb 07, 2025 I reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management.

• Initial Complaint

  02/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On the night of January 28th *********************************************** *****, ****. It took almost 2 hours for my order to show up. With 2 out of 3 kids falling asleep hungry because it kept delaying after ordering. Once order arrived I opened everything to realize most of the order was not as I ordered. I ordered 3 bowls, 1 burrito, queso & 2 kids meals (used 1 free burrito reward) . Queso: was missing completely.bowl #1 was missing : cheese, fajita veggies, black beans and no extra sour cream.Bowl #2 was missing: cheese, fajita veggies, extra sour cream & extra salsa.Bowl #3 was missing: double chicken (only had a couple pieces) , cheese and sour cream.Burrito was missing: *********** meal #1 was missing : ********** meal #2 was missing : cheese.On top of all that, my order came with 2 forks.I frequently order chipotle when Im on vacation or traveling for work (I dont live close to one) and this is by far the worst experience Ive ever experienced. I called and messaged customer service twice and was only led with disappointment. I was refunded my free burrito reward, the queso and one of the burritos I paid for. When I called to see if they would make it right I was led with the question well was you meal inedible? In the rudest tone Ive ever heard. I paid for something and did not receive what I paid for.

  Business response

  02/03/2025

  On Feb 03, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, provided an additional refund of $53.88, and provided one free entre offer.

• Initial Complaint

  02/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Visited Chipotle for online pickup order at ************************************************************************* location. Drove back 30 minutes to find the whole order is wrong. How horrible of an experience when your workers literally had the order written on their screen with my online order and still screwed everything up. Added all these other ingredients that were not asked for due to health concerns. Including but not limited to cheese, sour cream, corn ect. Your automated chat pepper is a joke and does not work nor does it let me speak to an actual person.

  Business response

  02/03/2025

  On Feb 02, 2025 the guest reached out via cha and spoke with Pepper who apologized for the experience, shared feedback with local and regional management, and provided two free entre offers. 

• Initial Complaint

  02/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Requested to have account deletes and received email from ***** privacy from privacy program that was unclear and account still open because I am still able to sign in.

  Business response

  02/03/2025

  On Feb 03, 2025 I have verified that both the deletion requests have been completed, one completed on 1/16/25 and the other complete on 1/17/25.

  Customer response

  02/05/2025

  If deletion was completed I should still not be able to sign in. My name, phone number and all info even previous orders on account. The only thing it removed was having rewards. Why isnt the actual account closed and Im still able to sign in and my info and orders still there?

  Business response

  02/10/2025

  On Feb 10, 2025 I reached out to the guest via e-mail, apologized for the experience, and requested screenshots of the account to look into this further.

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I apologize about going this route to try and reach somebody but the pepper system with chipotle is awful and I dont even know if its even being monitored so I thought I would email through BBB to see if I can get someones attention about the location in Chipotle at *********************************, **. The last few times Ive been in there to drink station has been totally trashed, no ice and a brown fluid coming out of the ice dispenser machine. Todaywas the absolute straw that broke the camels back. I normally go in and order lunch and I thought today I would order online through the app. I walk to the pick up area ****** greeted that Im behind and that you just gonna have to wait. Didnt think nothing of it waited for a few moments so that my order came up. I noticed that they were spending a real long time tapingit up as I grab the order I break the tape to open it to check my order and then the lady starts flipping out on me you are mobile order DoorDash or ***** Cant open Moble orders That I ordered this on my own. Im just checking before I send it to my family. Then she mumbles under her breath, really agitated and says Im everything and you just gonna have to be over it. I made your tacos because I didnt have enough to fill up the Tray and we aint got no fruit. They have a mobile order expose station with its own meat and food separate from the main line at the restaurant. Ive noticed that staff does not want to restock the mobile order expo. So they come up with creative ways to cut corners hoping its a Moble delivery and no one sees it. I actually witnessed on a previous visit a near fight break out with the mobile expo person and main line trying to make an order cause mobile expo was out of supplies and they just start screaming what they out of. This location only does well because it is off the interstate and people stop while traveling the locals hardly eat here because of the drama

  Business response

  02/03/2025

  On Feb 03, 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 kids meal.

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an order on January 18 for three steak tacos, a Coke and a bowl For delivery, and then my order never came, but Chipotle wants to tell me no were not gonna give you a refund because the delivery guy left apicture of the building which doesnt even indicate that it was a successful delivery so now they dont wanna give me my money and I spent $65 and me and my son did not even eat that day please can you guys help me get this money back? This is outrageous and unethical that they dont wanna give me the money back and the reason is because we cannot give you the refund just because you werent satisfied that doesnt make sense when I didnt receive anything.

  Business response

  01/30/2025

  On Jan 29, 2025 an agent spoke with the guest via phone, apologized for the experience, and shared feedback with local and regional management.

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a meal through my chipotle app on Monday January 27th at 5:57pm, for delivery in my home. I ordered 2 bowls, a kids meal, chips and guac, and 2 side tortillas. I used a combination of a free entree (with points) and money. It took almost an hour, and the door dash employee gave us the wrong order (I have photographs if needed). I went through door dash, who acknowledged this as a wrong order and entered this in. They told me to reach out to Chipotle for a refund. I spoke with **** ***** who refunded the amount of the purchase, but did not refund the free entree. I kept asking for her to do this. She ended up giving me a free soda, like this was something spectacular since I now had to cook dinner for my entire family as we couldn;t eat what was delivered. I ended up asking to speak with her supervisor and was on the app for about 15 minutes since she either didn't want to put me through or couldn't. Overall this was a horrible experience. I'm never again ordering from Chipotle and especially not in the app. I expect a full refund, especially given I used rewards points.

  Business response

  01/28/2025

  On Jan 27, 2025 an agent spoke with the guest via chat, apologized for the experience, shared feedback with local and regional management, provided a full refund of $53.47, and provided 2 free entre offers and 1 free drink offer.
  

  Customer response

  01/29/2025

  Chipotle is lying - I was not given two free entree rewards.  Please look at my account - there is only one free entree in the reward section.  There was no refunding of my points either.  I expect Chipotle to honor what they are falsely claiming to the Better Business Bureau that I received.  

  Business response

  01/30/2025

  On Jan 30, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and I reviewed the guest account and found that one free entre and one free drink was provided via the guest's account and that one free entre was provided via email which I sent to the guest. I also provided the rewards terms and conditions and explained that we are not able to add the points back to the guests account.

• Initial Complaint

  01/26/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a chicken bowl and when they made it, the portions were so small it barely filled half the bowl. When I brought this up to **************** they asked if I had a receipt. I responded back that the location didn't give me one but showed them a picture of the small serving. They asked again and I replied that I already told them they didn't give me a receipt. Third time they asked and I repeated myself that the location didn't give me a receipt, wasn't even offered one. They told me without our receipt there was nothing they could do and closed the case. All I got were templates, and the fact that they tell me they can't do anything without a receipt but they don't give receipts is a horrible practice and shows they don't care about the customer and it's our fault not theirs.

  Business response

  01/27/2025

  On Jan 27, 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 in the form of a bank statement since the guest does not have a receipt.

• Initial Complaint

  01/25/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Completely incorrect order received. After speaking with a customer representative through chat in app I was twice asked to send photos (after I brought this up in hopes Id more quickly be helped) I was dismissed and pretty much told oh well and have a good day. After asking more than 3 times for a supervisor the agent abruptly ended the chat. Im left disgusted and dissatisfied in the way Im being treated. I need a full refund for having not only received nothing of what I ordered but being treated like garbage by an agent who should have felt sorry on behalf of what happened. (Order EQ1-IA7)

  Business response

  01/27/2025

  On Jan 25, 2025 an agent spoke with the guest via chat, apologized for the experience, and shared feedback with local and regional management.

  Customer response

  01/27/2025

  what good does passing along feedback do to rectify this for me as the customer ? I need to be refunded for my incorrect order and am owed an apology for the awful way I was treated by your customer service team when none of the fault in this issue has been mine. 

  Business response

  01/28/2025

  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.

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just want a refunds for my orders I spent a bunch of money at chipotle Mexican grill and would like a refunds for I was disrespected by the manager and she banned me from the premises

  Business response

  01/22/2025

  A claim has been made with ********** who will be taking over the handling of this case.

*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. ↩