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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 584 locations, listed below.

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    Customer Complaints Summary

    • 981 total complaints in the last 3 years.
    • 372 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/09/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 Chiptole app has been stolen a SECOND time. Chipotle did not really help me or give me any further things to prevent it from happening. I found several orders on Chipotle I do not recall making and it appears my email is locked out now. It is egregious that this is now happening a SECOND time!!!!! Chipotle has no customer service number and have not yet called me back in regards to my problem!!!

      Business Response

      Date: 09/12/2022

      On 9/12/22 I escalated the case to the Customer Incident team to follow up with the guest.

      Customer Answer

      Date: 09/12/2022

      ******************* told me to submit something to my bank (which I will already have done) and are not recognizing my email, even though it is the primary email I have used with Chipotle for years prior (and had previous incident escalated through it). There is no resolution to this issue and yet again Chipotle has ignored the problem. 

      Business Response

      Date: 09/13/2022

      The Customer Incident team is not finding the guest's e-mail account and requests that the guest send a screenshot of the charges. Ideally, the customer will reply to the Customer Incident agent working the case and that has e-mailed the guest.

      Customer Answer

      Date: 09/16/2022


      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:09/08/2022

      Type:Product 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.
      This business is corrupt and does not follow policies held within the company. No one is following code and this place needs to be investigated

      Business Response

      Date: 09/12/2022

      On 9/12/22 I reached out to the guest and requested more information about what the issues are and the location where this was experienced.

    • Initial Complaint

      Date:09/07/2022

      Type:Product 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.
      Today on 09/07/2022 at 11:45 I went to chipotle on *************** in ************, **. I was very excited today because I earned enough points to get a free meal through the rewards program. I regularly come to chipotle. That said I went through the line today and the person making my meal did not want to give me a legitimate amount of cheese. She at first grabbed literally 3 shreds of cheese that she fit between her index and thumb and placed it on my meal. I asked for additional twice and the same thing was done. I gave up and went to the cashier and told them about my issue. He then had some cheese put in a container and charged me almost 2 dollars! My free meal was free no more. The lady behind me received the same amount of cheese as I did (if you include my extra container) and was not charged. I got charged for a regualr amount of cheese that the employee chose to deprive me of. I would like my money back or I dont plan to return in the future. It is very sad I usually have great experiences but the staff did not seem concerned with my issue. Please make this right.

      Business Response

      Date: 09/12/2022

      On 9/12/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and refunded the amount charged for this order.

    • Initial Complaint

      Date:09/06/2022

      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.
      I placed an online, pickup order at the ********* **************** Chipotle located at **********************************************************************. When I arrived at the store, I found loud music was being blasted and no one was at the counter. I waited around for a while, and called out for someone to help with my pickup order - but no one can hear me because of the exceedingly loud music. I finally found an employee in the back (he identified himself as ****, the store manager) - however, instead of helping me with the pickup, he berated me to coming to find him and threatened to call the police. Somehow trying to pick up an order I paid for is now a crime...

      Business Response

      Date: 09/09/2022

      On 9/9/22 I created a case and escalated it to the Customer Incident team to follow up with the customer.

      Customer Answer

      Date: 09/09/2022

      I am waiting for followup from the respective team, as indicated in the business's response. 

      Business Response

      Date: 09/12/2022

      On 9/10/22 a Customer Incident agent left a voicemail for the guest and sent an e-mail with their contact information.

      Customer Answer

      Date: 09/13/2022

      No response received after replying back and myself leaving a voicemail. 

    • Initial Complaint

      Date:09/02/2022

      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.
      I scheduled a fundraiser with Chipotle to be held on August 31, 2022. We advertised for several weeks ahead of the fundraiser, several of our sports team scheduled to have their team dinners at Chipotle that night, as well as many families from our community and when the first of the teams arrived at the restaurant, the restaurant was closed. A sign on the door said online orders only, however the online order was unavailable. The doors were locked and there was no one in the restaurant.

      Business Response

      Date: 09/09/2022

      On 9/9/22 I reached out to the Fundraiser team to follow up with the guest regarding this matter.

    • Initial Complaint

      Date:09/01/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 have requested Chipotle to close my rewards account but I have not received a response.

      Business Response

      Date: 09/09/2022

      On 9/9/22 I reached out to the customer via e-mail to confirm the account deletion request.

      Customer Answer

      Date: 09/09/2022


      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:09/01/2022

      Type:Product 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 had a very bad experience, dried out, hard food. I filled out the survey using the information on the receipt and then discarded the receipt thinking they would contact me. They never did. I remembered a couple months later and sent an email to the company. I got a response, I told him what had happened and that I wanted my money back. He said he didn't have access to my survey response. He wanted me to send him a screen shot of my bank statement for the charge, however, I had used a gift card that I bought from Giant Eagle I believe. He said he couldn't do anything for me. So they just get to keep my money for inedible food? This isn't right. My order was for 3 burritos. Here is some background on the condition of the food line: there was no white rice, someone came to fill the brown, but there was a bunch of food stuck on the bottom of the pan which could have fallen off into the other pans. The beans had cracks on them and were all dried out. They were out of sour cream, guacamole and corn salsa. The Pork was all dried out and stuck to the side of the pan. I chose the chicken hoping that one was not dried out, wrong. I chose brown rice due to no white rice and the brown rice was hard as if it was not cooked all the way.

      Business Response

      Date: 09/12/2022

      On 8/15/22 a ******** Care agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and explained to the customer that we are unable to return funds to gift cards and do not receive receipt surveys. On 9/12/22 I reached out to the customer via e-mail, apologized for the experience, explained the gift card and receipt survey matters again, and provided three free entree offers (valued at $10 each).

    • Initial Complaint

      Date:08/31/2022

      Type:Product 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.
      Placed a pickup order online at the **********, ******** store. I arrive and the door is locked with signs that say the store is closed taped on the door. The employees were sweeping and ignoring my knocking. As if it werent bad enough they were closed, they ignored me. This is the caliber of staff conduct that Chipotle permits. This is the behavior weve been reduced to accepting in society. This is a nice neighborhood, Chipotle. We wont accept this for long. Some people have standards.I called the 800 number and all they could do is issue a refund which could take a week. Meanwhile, they have my money. The problem is that I didnt have enough in my account to buy dinner elsewhere, on top of the money I had spent on this fraudulent order.They refused to have my order filled at a Chipotle in the next town over. That would have been the most expedient and courteous thing to offer, but were not dealing with a company that cares about anything like courtesy, pride or integrity. The people in the store cant do anything, the people on the phone cant do anything. Nobody is responsible for anything with this company. They just keep taking orders for a store that is closed.This is not a legitimate way to do business. You stole from me and youre still taking orders. Im sure the staff I spoke with didnt follow up to fix the prom em- nobody is accountable for anything. How embarrassing for anyone working for this company.A good concept ruined by a bunch of degenerates who cannot function. Its acceptable for Chipotle to steal peoples money. They are victimizing hard working people trying to feed their families, and this will continue to happen.I want interest on the money you stole and are holding. You owe me gas money too. I dont have time or money for this nonsense. Your business will fail.

      Business Response

      Date: 09/01/2022

      On 8/31/22 a ******** Care agent fully refunded this 8/31/22 order. On 9/1/22 I escalated the guest's concern to the ******** Incident team to follow up.

    • Initial Complaint

      Date:08/31/2022

      Type:Product 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.
      Order was purchased using a gift card. The store cancelled the order then claimed they could not refund the money. Offered to send some coupons instead.

      Business Response

      Date: 09/01/2022

      On 8/31/22 the guest reached out via live messaging, and a ******** Care agent apologized for the experience, shared feedback with our delivery partner, explained that we are unable to return funds to gift cards, provided four free entree offers and a free chips & queso offer (matching the guest's order, plus one additional entree to apologize), and restored 450 Rewards points to the guest's account to replace the free bottled drink reward used. On 9/1/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with our delivery partner, explained that we are unable to return funds to gift cards, and provided an additional free entree offer. In total, the free offers amount to a $70 value.

    • Initial Complaint

      Date:08/27/2022

      Type:Product 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.
      Missing items from my order. They attempted to resolve issue with coupons but the store are always out of chips, ******************* Id like a refund for 2 large chips with queso/guacamole.

      Business Response

      Date: 08/29/2022

      On 8/29/22 I reached out to the guest via e-mail, apologized for the experience, and requested more information to help me locate the order.

    Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.

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