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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 1101 locations, listed below.

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    Customer Complaints Summary

    • 982 total complaints in the last 3 years.
    • 368 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:04/13/2025

      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 had an order today just like the last 9 orders *** had from this store ive nt been assisted and pretty much hung up on. I reached out today being one of the items im allergic to was all over m y bowl. I asked for supervisor she told me she was one w/o introducing her self i asked her 23 times could have her name she would nt supply it . I came into the store she again still never apologized just like the other few times ive contacted him . i again asked her name she still would nt provide it this needs to be handled asap i want to be contacted by the business i am taking this to channel 7 i am putting it on tiktok with my 100k followers mostly illinois ******* based they will boycott and make her job hard. that is a promise. this is about the 9th order that has been wrong

      Business Response

      Date: 04/14/2025

      On Apr 14, 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

      Date:04/13/2025

      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.
      Refused to refund order in store. Manager said it must be done online . She looked on my phone app. Saw there was no way to refund it and still refused to refund it. Order was made incorrectly. Refused to rectify order. Order was left at location. Please refund my money .

      Business Response

      Date: 04/14/2025

      On Apr 2, 2025 an agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and requested proof of purchase. On Apr 14, 2025 I reached out to the guest via e-mail and provided a full refund of $15.44 for the order.

    • Initial Complaint

      Date:04/10/2025

      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.
      On Friday March 28th, I ordered four kids Quesadilla meals and a chicken bowl and burrito. I added guacamole and an adult drink and asked to add a large bag of chips. I was then asked to pay which the amount was $58.28. Right after I was asked to pay again and I had asked if the previous payment didn't go through and they said no and so I paid $61.01 which was the order plus the chips. I asked the worker to confirm I wasn't double charged and she said I was and that she would refund me the $58.28. I looked at my account shortly after but the payments weren't posted and no refund. So, I waited. On April 8th still no refund so I called the store to ask to be refunded. She reviewed and acknowledged the mistake but refused to refund me and only provide me with a store credit we which I refused as I did not want and didn't expect to spend $120 worth of food and it's not a location I'd regularly visit. I then contacted the corporate customer service and was told they will not refund me as well. Which is ridiculous as it was not my mistake. The company has been completely uncooperative.

      Business Response

      Date: 04/14/2025

      On Apr 11, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and submitted the request for a check to be sent to the guest. I am currently awaiting an email confirming that the request has been received/ processed.

      Customer Answer

      Date: 04/17/2025


      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. Until payment has been received or has been confirmed by the business I would like to keep this complaint open.

      Regards,

      ****** Phonsavatdy

       

    • Initial Complaint

      Date:04/09/2025

      Type:Product 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.
      This Chipotle gave me the wrong catering order on my wedding day. Chipotle Corporate is refusing to give me my money back even though I have proof that they sent me the wrong order. They are holding my money hostage and refuse to give me a full refund. I want my money back and some free meals for the inconvenience of having to do any of this.

      Business Response

      Date: 04/14/2025

      On Apr 9, 2025 an agent spoke with the guest via phone, apologized for the experience, shared feedback with local and regional management, and informed the guest that further investigation needed to be done. On Apr 11, 2025 multiple refunds were provided equaling $254.32.

      Customer Answer

      Date: 04/14/2025


      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:04/08/2025

      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.
      An attached PDF explains the days I was in-store and scanned the ** code directly from the Chipotle app to earn points. No points were ever awarded. Please correct my account to show the points.I attempted to contact customer service on the ******************** website but got error messages on both Firefox and Chrome.Many thanks for your assistance with this.

      Business Response

      Date: 04/14/2025

      On Apr 14, 2025 I reached out to the guest via e-mail, apologized for the experience, and requested bank statements for each of the charges.

      Customer Answer

      Date: 04/14/2025


      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. The company has reached out to me directly via email and I will respond to them.

      Regards,

      **** ******

       

    • Initial Complaint

      Date:04/03/2025

      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 order for 3 steak burrito bowls at ********, through **** eats, and I received 3 bowls full of lettuce, salsa, and scant amount of beans- Not worth the amount that I paid- $87.03!!! The order was incorrect, but the ******** location will not allow you to s/w a manager to fix the situation, and **** eats is telling me that they are only willing to give me a Partial refund! I placed this order in good faith and I expect a resolution -Full refund for this incorrect order. I am hopeful that you can assist me in this matter.

      Business Response

      Date: 04/07/2025

      On Apr 07, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, andlet the guest know that we are not able to provide refunds to orders that were made outside of Chipotles systems.

    • Initial Complaint

      Date:04/02/2025

      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.
      Order #R68-FA8, this had to be the skimpiest bowl I have ever received. My son was done eating in 2 minutes so I asked if he thought the bowl was super small and he said yes. Checked the other bowl and it doesnt even reach up to the top of the bowl, its well below. Ive never had issues at this location in the past, so not sure what is going on. However you would have to imagine how annoyed a person would need to be to file an actual complaint about fast food. We probably didnt need the lid, there was no way it was going to spill.

      Business Response

      Date: 04/07/2025

      On Apr 07, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a free BOGO (buy one entre get a second entre free) offer.

    • Initial Complaint

      Date:04/02/2025

      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.
      On March 30, 2025 I put in an online Order at 6:30pm at the **********. ********, ** location. I ordered a chicken bowl. That was poorly made with no protein and it was cold as ice when I picked it up. The portions were ridiculously skimpy. The girl at pick up was extremely rude. She did not even greet me and gave me a blank stare. The girl at the register was also rude when I requested extra salsa. She did not ask me what kind I wanted. She handed me the red sauce And had a nasty attitude when I asked for the green one and started arguing with me. Both the girls at pick up and the register. Did not want to do their job and were extremely rude for a simple request such as salsa and asking to redeem a drink. Chipotle has disgruntled employees. It has a dirty store with trash everywhere every time I visited. The food was so disgusting I had to throw it away. I have yet to see a refund. I requested to speak to management or leadership of a higher tier. I have yet to hear a response. Chipotle is so incompetent, they could care less about resolving customer issues and it explains the **** poor service I received that day. Communication from them is completely non existent as they do not even answer the phone. Those two women deserve to be fired for the way I was treated. I also want my money back!!!!

      Business Response

      Date: 04/07/2025

      On 3/30/2025 an agent spoke with the guest via phone, apologized for the experience, shared feedback with local and regional management, and provided a full refund of $11.53.

    • Initial Complaint

      Date:04/01/2025

      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.
      Ive had 4 failed catering orders with Chipotle and countless negligent encounters with customer care.9/1/24: ********* Staff were friendly & helpful, but no serving bowls/utensils were provided, portion sizes were small, & food containers were flimsy/cracked. There was a hard inedible lump in one of the foods (photo incl). I repeatedly called/emailed Chipotle. Some emails were ignored & promises to followup were neglected. On 10/11/24, I spoke with a supervisor who said my comments were taken under advisement, there was agreement from him on missing items, but there was no resolution that would be provided by senior leadership. There seemed from the call to be incorrect info on the file for the case so I requested a followup. The supervisor agreed to follow up, but I never heard back again. 10/21/24: 2RSW9WQ3A Similar issues: smaller than advertised portion sizes, flimsy containers, poor food quality control - charred onion skins mixed in (photo incl). Chips were stale. My prior comments were clearly not used. My colleague, enlisted to help with pickup, reached out to Chipotle, but there was no help/resolution after 20 emails.1/16/25: TJUV2EWBA Portion size, packaging, & food once again terrible. Guacamole was for 10 people but really hardly for 3. Chips were unseasoned. Staff isnt given sufficient materials: small container lids clearly mismatched - staff kindly plastic wrapped them, but resulted in mess anyway & they couldnt be resealed. Bottom of large ones had burned-in holes (photos incl), so they werent safe to withstand food temps. We only saw the holes after food was eaten, contaminated with melted plastic. 3/11/25: TJUV2PMBA Recent order again not as described. Portion for veggies was tiny with an onion core mixed in (photo incl). Cheese had an onion skin. Hardly any napkins to clean the spillage from liquid in the flimsy containers. No resolution provided. I am requesting BBBs help in getting all these issues addressed.

      Business Response

      Date: 04/07/2025

      On 9/2/2024 an agent spoke with the guest via chat, apologized for the experience and shared shared feedback with local and regional management. On 10/28/ 2024 an agent reached out to the guest via e-mail, apologized for the experience and shared feedback with local and regional management. On 1/25/2025 an agent reached out to the guest via e-mail, apologized for the experience and shared feedback with local and regional management. On 2/8/2025 the agent provided an offer for a free meal-for-two. On 3/24/2025 an reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management. On 3/31/2025 the agent reached out to the guest via e-mail and requested proof of purchase.

      Customer Answer

      Date: 04/07/2025

      Hi,

      The response shared does not seem to address my concerns. It simply states what took place already, but offers no resolution. Perhaps the message was sent without appropriate oversight. Im requesting that BBB consider that a resolution has not actually been provided here.

      Also, the orders in question each involve a full 10-person catering order. The orders have failed to live up to the advertised standards. Apologies are not an appropriate resolution for finding foreign objects in food on multiple occasions, insufficient or entirely missing items, and numerous failures of customer service. A replacement of the order would be a more appropriate resolution. In the case of the free meal-for-two offer (only provided for just one of these orders), it does not come near covering the missing amounts of one order, let alone for the 3 remaining orders. 

      Business Response

      Date: 04/08/2025

      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: 04/09/2025

      This response does not acknowledge the content of my previous message. There was no resolution provided. 

    • Initial Complaint

      Date:04/01/2025

      Type:Customer Service 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.
      Dear Chipotle Customer Care,I wanted to express my frustration with your recent BOGO promotion, which required logging in every hour for a chance to win. After multiple attempts and investing a significant amount of time, I finally managed to get the correct combinationonly to receive just 25 points instead of the advertised BOGO reward.This experience was incredibly disappointing and felt like a waste of time. The structure of the promotion seems to assume that customers have nothing better to do than continuously log in and play a game with little guarantee of a meaningful reward. I appreciate engaging promotions, but this one felt more like an exercise in frustration than a rewarding experience.I hope Chipotle considers a more straightforward and customer-friendly approach to future promotionsone that values customers time and effort. I would appreciate any clarification on why the reward system was structured this way and whether there is anything that can be done to make up for this disappointing outcome.Looking forward to your response.Thank you

      Business Response

      Date: 04/07/2025

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

    Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.

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