Business Profile
Restaurants
Chipotle Mexican Grill IncHeadquarters
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Complaints
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Complaint Details
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Initial Complaint
01/04/2025
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On Jan 3rd I ordered a chicken salad bowl for my lunch. When I received my order it was a bowl & a burrito, someone elses order. After calling chipotle I was told its nothing that can do. Im on lunch with the wrong order and our money and yall telling me its nothing yall can do. Give me my money back I dont want a free bowl I want a refund order numberJS7-TA9Business response
01/06/2025
On 1/3/2025 an agent reached out to the guest via email and provided an apology and sent feedback to local and regional management. We will not be providing compensation.Initial Complaint
01/03/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
In the entirety of NorCal, Chipotle has been on an advertising campaign promoting BRISKET IS BACK, YET none of the locations in ********** ************* have Brisket.I've driven to 9 locations because NONE OF THE LOCATIONS PICK UP THE PHONE, You get an automated system. Ive wasted time and money trying to figure this s*** out, only to determine Chipotle overlords are using ********** as one of their test markets for this new Chipotle Honey Chicken flavor. I wasted $13 on a burrito on top of all the traveling and time Ive searched all of reddit and everyone in ****** wants answers. This flavor *****, no one asked for it. You advertise Brisket, yet you release this sweet horrible flavor that everyone hates.Why can't you test this flavor AFTER the brisket campaign is over????! Or why cant you do 2 things at once? Instead you'd rather **** OFF a huge market.We collectively should file a class action lawsuit against false advertising for your commercials.I want compensation for all of the time and money I wasted searching for the god **** brisket. But more important than that, I demand you put Brisket in ****** and you stop using us as test dummies for s***** flavors.If you cant give us brisket now a concrete date will suffice. And stop airing the god **** commercial in ****** because its a bait and switch. You guys need to be held accountable.Business response
01/06/2025
On Jan 06, 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.Initial Complaint
01/03/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
On 12/13, I placed a $45 chipotle order that included 3 orders of chips- 1 with a large queso, 1 with guac and one regular. All 3 orders were missing, totaling $14.75. I requested a refund with support and received credits instead of the requested refund. Then on 12/27, I ordered the exact same order, and again the exact same things were missing. This time i could only get in touch with Pepper their AI, I requested a refund and again received credits. These credits can only be used one at a time, i.e chips with queso OR chips OR chips with guac. Today I tried to used the chips with queso credit and it was only for $1.60. The chips and queso costs $8.60. And these credits expire on 1/13, which means I would have to order 6 times in the next 2 weeks to recoup not even 1/3 of the money I spent. This is fraudulent and I want the refund I requested originally.Business response
01/06/2025
On Jan 06, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, voided four free chips and queso offers and provided a partial refund of *****.Initial Complaint
12/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered food from here and it was of poor quality and the order was missing items but i paid for a whole order that was missing chips and condiments and i want my money back...i ordered online and door dash delivered for them, when i reached out to door dash they said to reach out to the restaurant who's phone lines don't even work. I order from chipotle all the time and this is the 2nd time they have messed up my order.Business response
12/31/2024
On Dec 31, 2024 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided one free chips and guac offer and one free drink offer.Initial Complaint
12/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have had a rewards program with Chipotle for many years, and I had accumulated approximately 7000 points with them. A few days ago I went to scan my QR code at the register of my local Chipotle and I saw that my point balance was at zero. I tried logging into my account but it wouldnt let me. I tried resetting my password and it also wouldnt let me. I have emailed Chipotle customer service multiple times and they simply tell me that they cannot find my old, now vanished, account. I have since recreated a rewards account using the same email, but my points are still missing. These points were worth several hundred dollars and I believe that is why Chipotle is not interested in helping me.Business response
01/08/2025
On Jan 08, 2025 I reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management. I let the guest know that the account was deleted due to the privacy form he filled out and requested on 12/8/2024 and about possible issues with the new account created on 12/12/2024.Customer response
01/08/2025
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
12/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Extremely rude service, that I believe borderline on racial discrimination, seeing as how the carrier was very nice to a Hispanic person, but not me. Asked for chips with my food and was denied.Business response
12/31/2024
On Dec 31, 2024I created a new incidents case; one of our incidents specialist will be reaching out soon. Please keep an eye out at this phone number (346) ******* and this email address ********************************** to be contacted about this experience.Initial Complaint
12/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Today 12/26/24 I ordered from chipotle via their app (as I do very regularly) and I received the wrong order. Not even close to what I had ordered (wrong meat, beans, no salad dressing and queso but NO chips). My entire meal was not edible unless I wanted to eat queso with just my hands.. This is an on going issue with this location- ********************************* *********, SC *****. Also, when they do have chips they are always disgusting and stale. I have had a good batch maybe once total at this location. Typically they do mess up my order quite a bit but they usually "make it right" with the free entree coupon which truly isn't even a fix considering the money lost to an inedible order but at least its something. This time they completely refused any refund- didn't want proof that my order was incorrect and told me they can't refund for "every minor inconvenience". I will attach the order and the conversation below. So basically I paid $25 to not have dinner...and chipotle basically robbed me by delivering food that I couldn't even eat and then not refunding. I plan to go for a class action law suit next as this is a major issue with this company in general from what I am finding now.Business response
12/30/2024
On Dec 26, 2024 an agent reached out to the guest via chat, apologized for the experience and shared feedback with local and regional management. On Dec 30, 2024 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provide one free entre offer and one free chips and queso offer.Initial Complaint
12/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My daughter and I got food poisoning from eating entrees from your restaurant in ****************, ********. I know it came from the food, because thats the only thing we ate. Ive been trying to contact the restaurant, but no one ever answers. I still have the food from two entrees that we didnt finish eating. Im not sure if it gets returned to the branch, or the health department. Photos will be attached.Business response
12/30/2024
I have created a new case with our incidents specialist and someone will be reaching out. Please keep an eye out at this phone number ************** and this email address ***************************** to be contacted about this experience.Initial Complaint
12/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 12/22 I went to chipotle and ordered two bowls with extra topping which I PAID extra for. Once I got home which was 45 minutes away as I live in ************ this location is in ********. I found an ANT in my food. I reached out to customer service to get a refund and they offered me two more bowls. Why would I want to go back when I found an ANT ALIVE in my food. Its ****************************************************************************** such weather. I want my money back NOW. ITS CRAZY TO PAY FOR FOOD WITH A CRITTER IN IT. I can pay for the lemonade but the food absolutely not fair.Business response
12/23/2024
On 12/22/24 the guest reached out via the live messaging channel, and a ************* agent apologized for the experience. On 12/23/24 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and refunded $29.21 of the order.Initial Complaint
12/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I ordered food online. I opened the food at home and the order was almost entirely wrong. I went back to ask for the correct food and they refused to do anything about it. The guy that said he was the manager started waving his arms and insulting me. I left to avoid further conflict. I would like an apology and a refund.Business response
12/23/2024
On 12/23/24 I reached out to the guest via e-mail, apologized for the experience, and asked for assistance to help me locate the order.
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Contact Information
610 Newport Center Dr Ste 1300
Newport Beach, CA 92660-6413
Customer Complaints Summary
980 total complaints in the last 3 years.
346 complaints closed in the last 12 months.