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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 557 locations, listed below.

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    Customer Complaints Summary

    • 875 total complaints in the last 3 years.
    • 266 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:05/17/2025

      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.
      For weeks the app wont open and let you add points for purchases. They know and fraudulently refuse to fix it. There are 100s of complaints per day on the Apple App Store. They are going broke cause in *********** ** like everywhere else they are refusing to even fill the bottom of a bowl w rice and they refuse to even half fill a bowl without charging double for each ingredient. Trash overflowing causing a health hazard always. They are knowingly and purposely refusing people to get points the last few weeks on app. So they dont have to give away free half a** sorry bowls. Scam. I want reimbursement or Ill file a class action lawsuit

      Business Response

      Date: 05/19/2025

      On May 19, 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:05/16/2025

      Type:Order 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.

      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,

      *** *****

       

      Business Response

      Date: 05/19/2025

      On May 16, 2025 an agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a refund of $6.33.

    • Initial Complaint

      Date:05/12/2025

      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.
      To Whom It May Concern,My daughter ******** visited your ********************************************** location a little before 6:00pm on Sunday, May 11, 2025. She ordered a side tortilla and a burrito bowl with half honey chicken and half steak, brown rice, black beans, mild tomato salsa, chili-corn salsa, cheese, sour cream, and lettuce. The cashier, ****, asked what she ordered, and she said, A burrito bowl with half chicken and half steak. **** asked if it was a double portion of meat, and ******** said no, and the employee on the line who assembled the bowl confirmed. **** said the total came out to $16.54. ******** asked why the bill was so high, and **** said the amount was correct and to simply pay. My daughter asked for a receipt, and when she checked it, she noticed that **** overcharged her $5.00 for extra chicken. She told **** about the error, and **** did not apologize and instead became defensive. She said she could not issue a refund because only the manager can. ******** asked for the manager, and **** walked to the back. When she returned, **** asked if ******** would accept a side of guacamole or queso instead of a refund. ******** said she wanted the $5.00 refund because it was not her mistake. ******** again asked for the manager. **** told her the manager was busy and to have a seat until she was available. ******** saw the manager peek her head out several times and go back into her back office. After waiting for about 15 minutes and being told multiple times that the manager would come out soon, ******** signaled me to come inside at 6:20pm. She explained what occurred, and I asked **** when the manager would be available to issue the refund. **** also told me that the manager was busy and to have a seat. At 6:25pm I asked for the manager again. **** said she was doing online orders and would be out shortly. After another 15 minutes, a polite employee, who identified himself as the assistant manager, apologized profusely and said he also could

      Business Response

      Date: 05/19/2025

      On May 12, 2025 an reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided 2 free entre offers.

    • Initial Complaint

      Date:05/12/2025

      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.
      The driver stole my food and chipotle needs fo refund me Its disgusting they allow people to steal food and not compensate the refund My confirmation number is 78I-DA4

      Business Response

      Date: 05/19/2025

      On May 12, 2025 an agent spoke with the guest via phone, apologized for the experience, and shared feedback with local and regional management.

    • Initial Complaint

      Date:05/06/2025

      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.
      Was served by **** who didnt know the difference between the vinegar and the Green chili salsa therefore proceeded to give me the green chili salsa. **** was overcooked under seasoned. the whole bowl was soggy and itself there was no salt in existence. The guac wasnt given as a full scoop but half a scoop and beans were cold and undercooked. chicken was under season, still pink and cold.

      Business Response

      Date: 05/12/2025

      On May 12, 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:05/06/2025

      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.
      I visited the **************************** on May 6th. I wanted to cash out Chipotle gift cards that had a balance of under $10. I informed them that I had five. After a long wait, the manager told me that per company policy she can only cash out one. I reminded her that this was not correct. Per California state law they did not specify a limit but she claimed that the limit is only one. I told her that I understood what she said and to issue me the refund for one card then she claimed that I was giving her attitude refused to help

      Business Response

      Date: 05/12/2025

      On May 12, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a link to the website where the guest can receive money back for their gift cards.

    • Initial Complaint

      Date:05/06/2025

      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.

      They did call, issued a refund, and gave 2 free entrees on the app yet the lack of wanting to figure out what this pill actually was, is alarming.  They said nobody working there is on medication and the product is made daily so they're not sure how it could have happened.  My concern is my son, and a lot of his *********** classmates, get food from this specific Chipotle all the time.  What is being done to make sure this doesn't happen again and potentially ***** a child or anyone for that matter?  Why isn't Chipotle taking this seriously just for the simple fact that they don't know what this pill is and they're not sure if it could be harmful?  It could be nothing, it could be something very dangerous.  Either way, in no way should there be a pill found in a sauce that gets made every day.  

       

      How about Chipotle tells me what lab to take this pill and vinaigrette to for testing rather than 2 free burritos?  It's not about the money or the food. It's about the safety of the food they're selling to the public. 

      Business Response

      Date: 05/08/2025

      On May 01, 2025 an incidents specialist called the guest, apologized for the experience, shared feedback with local and regional management, and provided the guest two free entre offers and a refund.

      Business Response

      Date: 05/12/2025

      On May 12, 2025 I reached out to the incident specialist on this case. They will reach back out to the guest. Please keep an eye out at this phone number ************** and this email address ********************** to be contacted about this experience.

    Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.

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