Complaints

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

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Chipotle Mexican Grill Inc has 575 locations, listed below.

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• 

  Chipotle Mexican Grill Inc

  610 Newport Center Dr Ste 1300 Newport Beach, CA 92660-6413

• 

  Chipotle Mexican Grill, Inc.

  333 W. Hampden Ave. Englewood, CO 80110

• 

  Chipotle Mexican Grill, Inc.

  2410 Tanger Boulevard Gonzales, LA 70737

• 

  Chipotle Mexican Grill, Inc.

  101 W State St. Baton Rouge, LA 70802

• 

  Chipotle Mexican Grill

  6100 Long Prairie Rd Ste 100A Flower Mound, TX 75028-6214

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.

• Initial Complaint

  Date:04/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 we were the only customers in the store. The 'kids' running the restaurant were fooling around, playing with food prep, singing along to bad lyrics. We weren't even acknowledged such as 'Hi, we'll be right with you' or something similar. The kids were laughing and goofing off. I finally had to say in a loud voice (after 3 minutes), 'is anyone going to take our order?' More laughing and unprofessionalism from the kids. This is not the first time this has happened. Why is there never an adult present? Also the line is frequently out of items with no mention of that. For example, we like the grilled peppers and onions. When they're out, there's no mention of that. They just build your order and then say we don't have any or they didn't send any on the truck. I don't know who owns this store, but whoever you are, you should know that we'll never be back. And we will tell our friends. You want to have return business? Maybe supervise these kids a little, teach them something about the value of customers. Word travels. To anyone reading this, you might want to consider another eating establishment. Who knows what these kids do or how hygienic they are. Apparently the manager and worse, the owner, don't care.

  Business Response

  Date: 04/29/2022

  On 4/25/22 the guest spoke on the phone with a ******** Care agent. On 4/29/22 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 to assist further.

• Initial Complaint

  Date:04/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 utilized the Chipotle app for ordering delivery and pickup. For the second time in 2 years, someone was not only able to access my account, make changes, and charge large amounts of money to my card, but Chipotle has been completely unresponsive. I received an email notification from Chipotle saying "Your email address has been updated. Didn't make this change? Click here." I clicked there within a few minutes of this occuring. It's a link that goes directly to their "contact us" section of their website to submit an issue. I submitted the issue and also utilized the "chat with us now" feature on their website to tell them what happened. In the meantime, whoever gained access to my account charged over $200 worth of food on my card in my account. Since I was still logged in on the app on my phone for another minute or so, I tried to quickly remove my payment info while simultaneously receiving notifications that "my" food was being delivered somewhere in California. I am located in ******* and all my purchases have been in *******. There should be some sort of verification needed when an order is so far from normal activity on an account. The "chat" advised me that they needed to get someone to contact me right away and they were ending the chat so someone could do that. I never received a call or an email. It has now been 1 month and I have not received contact from Chipotle on this matter at all. Luckily my bank was able to refund my charges as fraud, but it caused me to have to replace my debit card. I submitted another complaint this week and again, have not heard from a single person at Chipotle. Not only do they have a major cyber security issue affecting their customers, but they simply will not do anything to contact me or help in any way.

  Business Response

  Date: 04/28/2022

  On 4/28/22 I reached out to the Customer Incident team to follow up with the customer.

  Customer Answer

  Date: 04/29/2022

  I do not accept the response from this business. I was told that their security is fine, that I was a victim of "credential stuffing," which doesn't seem to be their problem. I was told there was no need to cancel my debit card - something done by my bank the day this incident occurred and was reported nearly a month ago. I was then offered a free entre once I opened a new account with them. The fact that after I submitted both an incident through their website and used the chat feature on their website to report this within **** of the incident occurring and not receiving a single contact from them until I filed a complaint with the Better Business Bureau nearly a month later is completely unacceptable. 

  Business Response

  Date: 04/29/2022

  On 4/28/22 a Customer Incident agent reached out, provided information about the matter, recommended the customer file a chargeback with their financial institution, and offered a free entree offer to make up for this.

  Customer Answer

  Date: 04/30/2022

  The business simply stated what they previously did and I already rejected that offer. They simply are not doing anything to fix the actual problem and are trying to subdue me with a free entree worth about $8.00 when I had over $200 stolen from me. My bank already refunded me the money due to fraud and they did so the day it happened because they recognized fraud on my account. I contacted Chipotle within 10 minutes of this incident occurring and did not receive any contact from this company. They only contacted me a month later after having to file a complaint with the BBB. Their suggestion of a chargeback from my bank is entirely too late and their poor offering of an entree is insulting. They need to improve their security. 

• Initial Complaint

  Date:04/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  https://locations.chipotle.com/*************************** April 27, 2022 ***** ********* and ***** are lying and manipulative managers. We witnessed them take our information down on a small yellow notepad as a group. When we returned to the restaurant to receive a replacement order, ********* ***** and ***** told us that they could not find our information on the same notepad. We were told we would get four dinners and a catering order. We have never obtained a correct order and this restaurant. We asked ***** ********* and ***** for a district manager to contact us, and they refused to take down our information. We prefer to be contacted by email and forward this to the Better Business Bureau.

  Business Response

  Date: 04/27/2022

  On 4/27/22 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 so I can look into this further.

• Initial Complaint

  Date:04/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Went to this QSR for lunch around 3PM ET. Ordered the veggie burrito bowl. This location was out of corn and little to no veggies. Its a recurring theme at this location that they are out of ingredients ALWAYS. SOMETHING IS OUT OF STOCK FOR THEM ALWAYS!!!!! Its unbelievable that theyd be out of ingredients when half of the business day is still remaining. Seriously!!When asked for a second scoop of vegetables got a weird look as if questioning why!! Well because there were no corns and its a veggie bowl. Not going to just have rice and beans and pay full price. Corporate has been callous at best. They offer a coupon for an item the next time. But thats about it. Would request corporate to look into the operations of this location. Something is fishy!!

  Business Response

  Date: 04/27/2022

  On 4/27/22 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a free entree offer, valued at $10.

  Customer Answer

  Date: 04/27/2022

  
  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:04/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Had an issue with points disappearing on my Chipotle account. They are supposed to expire after 6 months of inactivity yet I have consistently had activity over the last year. I have attached a screenshot. Additionally nobody at Chipotle is responding to my email from 4/20/22 or 4/23/22 so I'm forced to now escalate this to the BBB.

  Business Response

  Date: 04/27/2022

  On 4/20 a ******** Care agent reached out to the guest via e-mail regarding the Rewards program. On 4/27/22 I reached out to the guest via e-mail, shared the terms and conditions of the Rewards program, and as a one-time courtesy replaced the expired points.

  Customer Answer

  Date: 04/28/2022

  App still not working and giving me an error when trying to login. Also policy states 6 months of inactivity and not most recent purchase. Given attitude by "****" when this was brought up to him. 

  Business Response

  Date: 04/29/2022

  The terms and conditions at  https://www.chipotle.com/about-us/rewards-terms.html state: "In order to accumulate points, qualifying purchases must be paid in cash, with a valid debit or credit card, or with a valid Chipotle gift card; purchases using other currency or promotional offers (such as Burrito Bucks or redemption of a Reward) will accrue points only for the amounts, if any, paid in cash. Qualifying orders must total at least $1.00 (excluding sales tax and subject to the other exclusions set forth in the next paragraph) in order to accumulate points." Per the customer's online order history, there are four orders for $0, which do not meet the qualifying order standard. The guest's expired points were restored on 4/27/22.

  Customer Answer

  Date: 04/29/2022

  Chipotle needs to be referencing the component of their terms and conditions that describes point expiration. As stated below, "Rewards points expire after six months of account inactivity." Given that there was account activity points should have remained active. Not sure how many other Chipotle customers were affected by this, but if they are changing the expiration policy it needs to be reflected in their terms and conditions. See below for excerpt (https://www.chipotle.com/about-us/rewards-terms).

   

  TRACKING YOUR ACCOUNT
  Chipotle Rewards participants can view and track qualifying purchases and available Rewards by logging into participants account at order.chipotle.com/account/login or via the Chipotle mobile ordering app. Chipotle reserves the right to change the number of points required to earn Rewards and/or the benefits associated with one or more Rewards in its sole discretion at any time. Rewards points expire after six months of account inactivity (i.e., no qualifying purchases), unless sooner terminated as a result of an account being deactivated as provided herein.

• Initial Complaint

  Date:04/25/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was an extremely disorganized Chipotle. I ordered my bowl at the store in person and there was nothing but chicken left, the employees were fighting with each other, and I found a hair in my bowl. I paid over $20 and had to do 2 transactions on my card and some cash because they couldnt just do one, Ive never had that happen before. I usually never complain and I really do love chipotle but this was a crazy experience. By 9 pm the workers were locking the doors (locking us in there!!) so people wouldnt come in. The people outside were mad because it says theyre open until 10 pm. Also the online orders were back up by an hour and a half which was ridiculous creating a mess for everyone (locked) inside and the employees. Ive never been locked in a store against my will and was honestly scared as tensions were high. The place was also so dirty that everyone was taking pictures just to document. If you look up ****** reviews it has 1 star for a reason. Very disappointed.

  Business Response

  Date: 04/27/2022

  On 4/1/22 a ******** Care 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 4/27/22 I escalated this case to the ******** Incident team for follow-up.

• Initial Complaint

  Date:04/25/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Online account was hacked (Which is happening a lot according to my bank and social media), I reached out to Chipotle but have not heard anything back from them. I would like the charges refunded. The note I sent them on 4/21 & 4/22 is included below."Good Morning, My online account was hacked. I received an order confirmation email yesterday that I did not submit to pick up in **********. (I live in ********) I have never been to ** and do not know anyone there. After changing my password and removing my cards, I discovered that there were 4 orders placed between 4/20 & 4/21. I only recieved a confirmation email for the one placed on 4/21. My accounts were charged a total of $165 (CC-4352 & CC*****) which are no longer active. When I saw the order, I called the ************** location immediately to let them know my account was hacked and to cancel the order. I understand they were possibly busy but I was rushed off the phone and when the girl went to get the manager, the manager would not talk to me. The girl said they would cancel the order and that I would have to file a complaint online. I submitted 2 complaints (one for the 4/21 order and another when I discovered more) and chatted with someone who said I would be contacted via email yesterday. I have heard nothing. I have filed a complaint with both *********** Fed and cancelled both cards but I also would like my money back. I have had a difficult and inconvenient 24 hours. Please help me get this resolved. Please see attachments.Thank you in advance!"Thank you in advance for any help with getting this issue resolved.

  Business Response

  Date: 04/27/2022

  On 4/21/22 the guest's case was escalated to the Customer Incident team. On 4/27/22 I reached out to the Customer Incident team for follow-up.

  Customer Answer

  Date: 04/27/2022

  Until I hear back from someone at Chipotle corp either via fax or email. I'd like to keep the complaint open. If it has to be closed, that is ok.

  Business Response

  Date: 04/27/2022

  On 4/27/22 a Customer Incident agent reached out to the guest via e-mail, thanked the guest for bringing it to our attention, requested the guest file a chargeback with their bank, and offered a free entree offer.

  Customer Answer

  Date: 04/28/2022

  
  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 as the company finally responded.

  Thank you for all of your help!
  
  Regards,
  
  *******************