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Business Profile

Restaurants

Chipotle Mexican Grill Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

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

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Chipotle Mexican Grill Inc has 1105 locations, listed below.

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    Customer Complaints Summary

    • 959 total complaints in the last 3 years.
    • 369 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/05/2022

      Type:Order Issues
      Status:
      Answered
      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.
      Did not receive what i paid for. Extremely poor quality food that was missing the chicken in one bowl and barbacoa in a burrito and we were given maybe 1/3 of the normal portions and that is being generous with the size we received. it didnt even fill the to go bowl. Called and was met with an extremely rude manager who refused her name, manager refused to help with refund said that i was wasting her time. she hung up on me. She also said refused to make good on the order. She blamed me and called me a liar. this was the *************** maplewood location. **** **************. This is totally unacceptable.

      Business Response

      Date: 07/11/2022

      On 7/5/22 the customer reached out via the live messaging channel, and the automated chatbot provided a free entree offer, valued at $10. On 7/11/22 I escalated the guest's case to the Customer Incident team for follow-up.

    • Initial Complaint

      Date:07/01/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Computer system not working. Workers refusing to take food orders

      Business Response

      Date: 07/04/2022

      On 7/4/22 I reached out to the guest via e-mail, apologized for the experience, and explained that we may not be able to take orders if the computer system is down.

    • Initial Complaint

      Date:06/30/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 May 20th 2022 we placed a catering order with Chipotle Mexican Grill in their address in ********************************************************************************, with number #PX6GD4PVA to be fulfilled on May 22nd 2022 to serve food at a wedding for over 80 people. We spent ******* including taxes on this food. Chipotle committed to have the food hot and ready to be picked up at 4PM, to be transported to the venue, which is less than 14 minutes away, and served. They said the food would stay warm in their containers for at least 2 hours. Being that I was the groom I had somebody else pick the food. The food was served at 4:40 PM. When it was served, it was all cold, the queso cheese was thick and un-stir able, and the lettuce was old, withered with ***** and black spots, the grilled veggies were cold. And the beans were burnt, pasty and clumpy and unfit to be served. We want to be refunded for this. We called the next day and were told we would be refunded and were also assured by their customer service, prior to making a catering order that if they were any problems they would make it right by way of a refund. We have tried to reach out to Chipotle over the phone, (since) and they tell us that it's a third party company that handles their calls, and that Chipotle would respond to us directly by a callback or email which hasn't occurred since the second inquiry by ******. The first online representative that emailed us, ******, offered us a catering promo code for 10 people through their website, of which we declined because if they can't get it right after the first time why would we entrust them for a second time as this was just for our WEDDING of which they ruined. The last communication we received from them was 06/07. This remains unresolved and we have not received any further response as they are ignoring our attempts of communication. I would have disputed it with my credit card but I saved up 15 USD everyday to purchase it with gift cards and the balance was paid with cash.

      Business Response

      Date: 07/13/2022

      On 6/7/22 a ******** Care agent reached out via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a free catering-for-10 offer (a $150 value). On 7/13/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local management, extended the free catering-for-10 offer's expiration date to one year, provided an additional ten free entree offers (valued at $100), and requested information to assist with submitting a 25% refund.

    • Initial Complaint

      Date:06/30/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Paid almost $50 for this order that was suppose to be all vegetarian. Burrito had Do not eat packet in the middle that I accident bit into. Bowl had meat that my mom ate few bites of. She has kidney and heart disease. Part of the order wasnt given. Tacos didnt have any sauces nor did I trust the tacos to feed to a minor after the items had issues. Paid for sides that werent received either. Total~$50 and ended up trashing it all. It was late when we got food delivered so couldnt reach the restaurant. Called them next day and couldnt get anyone to answer. Reached out to them on instagram where agent said someone with get back to me but none did. Then tried corporate but can couldnt get any operator. Finally day after googled phone #. Talked to a rep who took info down but yet no call back from them. Finally got an email back stating they will refund. This wasnt the expected remorse or handling of the situation.

      Business Response

      Date: 07/01/2022

      On 7/1/22 I escalated the customer's case to the Customer Incident team to follow up.

    • Initial Complaint

      Date:06/30/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 didnt receive these 4 orders 2EP-7A1 V4X-1A1 FR7-2A4 H9M-VA3 Id like full refund issued to original payment method

      Business Response

      Date: 07/01/2022

      On 7/1/22 I reached out to the guest via e-mail, apologized for the experiences, explained that because they have placed eight orders since 5/20/22 and claimed none were received (resulting in six full refunds to date) that I was not able to refund the remaining unrefunded orders, and recommended they file chargebacks with their financial institution.

    • Initial Complaint

      Date:06/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My son ordered a regular burrito from chipotle at **************************************************************************. The staff gave him two pieces of pork, a much smaller portion of everything and cold wrap. The size of the burrito is only half the regular size even we ordered double wrap. It is ridiculous. Is that how they try to make big profit?!

      Business Response

      Date: 07/01/2022

      On 7/1/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and requested a copy of the receipt or proof of purchase to assist.

    • Initial Complaint

      Date:06/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 06/23, Chipotle had a security breach that allowed for someone to obtain the login information for my Chipotle App and place an order. The address on my account is based in *********, ** and the order was delivered to **********, ********. My saved credit card information was illegally and fraudulently used. It wasn't until I received a notification on the Chipotle app that I was made aware of this breach. I reached out to Chipotle and the provided me with the following support. They stated that the only way I would get my money back would be if I called my credit card and contested the charges, that they would not refund it in any other way. They offered me one free meal for the inconvenience. I do not accept either of these offers and believe that Chipotle failed to protect my data, prevent an order from being fraudulently charged to my credit card, they have refused to refund my order, and have provided an insulting level of compensation for their security breach.

      Business Response

      Date: 07/01/2022

      On 6/23/22 a ******** Care agent reached out to the guest via e-mail, apologized for the experience and requested the guest contact their financial institution to file a chargeback. On 6/24/22 a ******** Care agent also added a free entree offer (valued at $10) to the guest's account. On 6/30/22 the ******** Care agent refunded the charge in question.

    • Initial Complaint

      Date:06/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Twice in one week I have used the chipotle Mobile app to place an order. The orders nearly identical are for a burrito, chips and soda. Both times my order has been missing my soda and **************** refuses to give me my money back and forces me to make this complaint instead. They indicate I have reached max ************ for the same complaint and I explain to them they are robbing me when I can prove this location keeps making mistakes. It wouldve been super easy to just give me my money back but now here we are.

      Business Response

      Date: 06/30/2022

      On 6/22/22 the guest reached out via live messaging and a ******** Care agent apologized for the experience, shared feedback with local and regional management, and explained that we were not able to compensate for this based on the history of prior issues. On 6/24/22 the guest reached out via live messaging and a ******** Care agent apologized for the experience, shared feedback with local and regional management, and refunded the missing drink. On 6/28/22 the guest submitted a comment, and a ******** Care agent reached out via e-mail, apologized for the experience and shared feedback with local and regional management. 

      Customer Answer

      Date: 06/30/2022

      I reached out on 6/24 because I ordered a meal and it had the drink missing. I reached a representative who refunded me for that. Using item. I ordered a second time on 6/27 and again was missing the soda that I ordered. I reached out to chat and they declined my refund. If you dont. Refund me then that is stealing. The missing soda happened on two occasions!

      Business Response

      Date: 07/01/2022

      On 7/1/22 I refunded the guest $4.01 for the missing drink from the 6/27/22 order.

      Customer Answer

      Date: 07/12/2022

      I have explained in both messages that I ordered twice and twice the drink was

      missing . I was refunded once and only once when it happened twice. I ordered on 6/24 and 6/27 and both times my order was delivered with no beverage. I was refunded ONCE. 

    • Initial Complaint

      Date:06/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Again?!!?! This is the last time I am ordering from this location. It has really gone from bad to worse no ordered again for the 2nd time in less than a month, hoping it would be different. However, it was worse. Both my orders were incorrect and again I didnt get double meat even though I paid for it. I was missing half the ingredients I ordered and had wrong ingredients. I shouldn't be surprised being that it took 5 mins to even get acknowledged at the drive thru window with all the employees joking and laughing carefree and then basically threw the food out the window after 5 mins of no acknowledgement and the seal was broken on the bag bthe ****** location does a better job than this. Amherst is ridiculous and a waste a time and money. I am requesting a refund and will no longer order from this location.

      Business Response

      Date: 06/30/2022

      On 6/27/22 a ******** Care agent reached out via e-mail, apologized for the experience, shared feedback with local and regional management, and provided two free-entree offers (valued at $10 each).

    • Initial Complaint

      Date:06/22/2022

      Type:Delivery Issues
      Status:
      Answered
      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 Jun 22, 2022 I placed an online order (order confirmation number RL1-MA1) via their website, specifying I would pick up the order at 6:10pm. I arrived at the store at 6:10pm but my order was not ready. I waited an hour for my order (until 7:10pm) but never received it. There were dozens of other customers there waiting for over an hour to pick up their online orders.After waiting for an hour I gave up and left, empty handed. When I got home I spent another hour trying to figure out how to get my online order refunded ($9.38). Their website seems to be purposefully designed to make this simple task so difficult that people who try will give up. I did, in fact, give up and came here instead to file a complaint.

      Business Response

      Date: 06/23/2022

      On 6/23/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, explained how the guest can reach ************* via **************************, and refunded the order.

    Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.

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