Restaurants
Chipotle Mexican Grill IncThis 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
Customer Complaints Summary
- 972 total complaints in the last 3 years.
- 358 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/17/2025
Type:Customer Service IssuesStatus: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.
This complaint is about customer service chat. I tried to contact customer service through chat to help me with my points from my rewards that I accidentally press to redeem 85 points for Free tortilla. I was contacting an agent to help me to possibly reserve points or figure out a solution. When I tried 3 times to contact agent they all would just send the same automated response saying sorry for in store experience and that concerns were sent to restaurant management and would close the chat without any response from me or any interaction at all. My concern was never about a restaurant which means they were never read my concern/question. They were just sending automated responses. I am placing this complaint because this was an inadequate way to help customers. Agents are there to help with customers issues which they failed to do. I want this issue to be resolved and for agents to be held accountable. I have 3 agents names that failed to help Perries ***** ***** and ******. Chipotle is a big cooperation, you are failing to have agents that work for your company do their job which means help your customers with their issues. I hope this complaint is taken seriously and agents get retrained to do their job. I have attached the some responses from agents and also the accidental reward. Thank you.Business Response
Date: 07/29/2025
On Jul 29, 2025 I reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management. I also provided more information on the Reward exchange program.Customer Answer
Date: 07/29/2025
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:07/16/2025
Type:Service or Repair IssuesStatus:UnansweredMore 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.
On June 13th I received a catering order that was missing multiple burritos. I did an online chat and was only offered a solution of a 10 burrito future catering order - while this order had more than 10 burritos in it. There was no solution offered to fix the problem that day. I then called in as I had a crew without food and spoke to an agent who apologized and also connected me to a supervisor to get refund processed as well as having a coupon for a future catering order. Not only did the refund never arrive, but they lied directly to me about being able to use the coupon with a catering order. As I tried to apply to catering order online today, it ONLY WORKS IN-STORE - which is not what I was told. When I reached out to an online agent - they just copy and pasted the same thing on repeat. When I called in, the agent who I spoke to today was terrible and told me to just call back in ***************************************************************** THEN, he said before I hung up he would fix it and then disconnected the phone. It is clear there will never be a solution.Initial Complaint
Date:07/11/2025
Type:Service or Repair IssuesStatus: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 dont understand how I went to two different locations back to back and these restaurants are out of supplies for a product that they SELL? Both locations were out of bowls and I was told they would not be selling them for the rest of the evening. Why are is the restaurant even open if they arent selling the product theyre promoted on the menu! This is absolutely ridiculousBusiness Response
Date: 07/14/2025
On Jul 14, 2025 I reached out to the guest via e-mail address ************************* apologized for the experience, and requested more information from the guest. If you do need assistance with a future experience, we definitely want to see how we can help! The best place to contact us would be by calling 1-800-Chipotl(e) which is ************** or by visiting us at ************************************************* and submitting a support ticket or chatting with us. Please let me know if there is anything else I can do for you by replying to this email.Initial Complaint
Date:07/09/2025
Type:Service or Repair IssuesStatus: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.
The employees are rude at this location. They literally do not greet you at all. They will sit there and make orders for what is presumed to be take out and not say a single word. Today I walk in as a contractor picking up a delivery order. The name on the order is ****** **, the time is between 4:00 pm est and 4:30. I am standing at the cash register just waiting for someone to say something, the man literally says nothing to me and tells the man behind me to pay for his food. He has an accent, black hair, skinny build, I asked his name and he said Al something as I couldnt make it out. He isnt white nor black , his hair is straight with some curls and he was alongside a white giro with glasses who also didnt say anything. They were the only two workers in the front. Im not even a patron and Im giving feedback, I wouldnt spend a dime here.Business Response
Date: 07/14/2025
On Jul 14, 2025 I reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management.Customer Answer
Date: 07/14/2025
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:07/09/2025
Type:Service or Repair IssuesStatus: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.
I went there today to order some food and the lady put a little bit of guacamole on my food. I asked her can she put ***** ****** bit more because Im paying $2.75 for it and they turn around and charge me double when I went back and told him they me double I guess the manager that was on duty was very rude to me kept yelling at me in front of the guest and keptsaying you did ask for extra guac and then when I try to explain it to her, she was still being nasty. She needs to not work there. If shes gonna be rude I need to apologize from her for how she handled the situation because it wasvery unprofessional, and I feel like she did it because I was of color and not as a customer. She kept complaining about it and eventually gave me my $2.75 back however she didnt ask me even when I was in Line what did I wanna pay my food separate? She put everything as one **** had multiple orders she was being nasty the entire time I was ordering my food.Business Response
Date: 07/14/2025
On Jul 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.Customer Answer
Date: 07/14/2025
we also paid in cash too cause we had five bowls and a burrito we come there every Tuesday and Thursday, We always spend a good group of money because we work at a restaurant and we didnt want our food so we go to your restaurant to get food but heres the one but the other half we pay with cash
Business Response
Date: 07/28/2025
On 7/15/2025 I provided one free entre offer to the guest.Customer Answer
Date: 07/31/2025
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:07/08/2025
Type:Product IssuesStatus: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.
Unable to log in/sign up/receive verification email and the only way to get support is by calling a ***** number. Provide better support!Business Response
Date: 07/14/2025
On Jul 14, 2025 I reached out to the guest via e-mail, apologized for the experience, and provided information on our rewards account and password resets.Customer Answer
Date: 07/14/2025
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:07/05/2025
Type:Customer Service IssuesStatus: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.
The customer service here is HORRIBLE. You come in they dont greet you, and they just stand there with nasty looks on their face. Today, I picked up my online order. As I walked away, they started speaking in their language and laughing. You can tell when someone is talking about you. I have complained about this location before. You guys obviously havent done anything, because they are still providing poor customer service and being rude. There are also several ****** reviews talking about the conduct of the employees at this location. Ive given this place a chance too many times and its convenient because I work very close by. However, its not worth the hassle. As someone that works in customer service, the behavior here is astounding. I also feel that this location lacks diversity, which could very well be apart of the problem. I reached out to their customer service team, and all they had to say was Im sorry to hear about this. How about actually correct the issue. In this company people dont have to speaks money, so no one wants to deal with this type of treatment.Business Response
Date: 07/07/2025
On Jul 05, 2025 an agent reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management.Customer Answer
Date: 07/07/2025
I responded and say if I felt like it was a very generic and dismissive response. This doesnt fix having a few of the same experiences at that location. If you are going to continue to run a store that lacks diversity, employees are disrespectful and unwelcoming then, this will be escalated even further.Business Response
Date: 07/14/2025
On Jul 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:07/03/2025
Type:Service or Repair IssuesStatus: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.
I spent $99.55 ordering Chipotle today my meat was under cooked; the food was salty and very unpleasant. The chips and tortillas were stale this is an ongoing problem with this location. Also not receiving extra portions I paid for. 1 free entree for continuous poor customer service, is not an adequate accommodation Im a single mother of 6 children Im tired of wasting hard earned money at Chipotle.Business Response
Date: 07/07/2025
On Jul 03, 2025 an agent spoke with the guest via phone call, apologized for the experience, shared feedback with local and regional management, and provided four free entre offers and two free large chips offers, all offer have been redeemed.Customer Answer
Date: 07/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory this complaint was made before the compensation was off by customer service.
Regards,
******* ******
Initial Complaint
Date:07/02/2025
Type:Service or Repair IssuesStatus: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.
I used to work for chipotle on 2020Howard ***** . I was suspended because I told my manager he was being phony. He told me to spy on other managers and when I spy and tellhim what the other managers is doing, he came back to me and told me that the other managers do not trust me so I went to the manager, which is ****** and she told me that she was going to transfer me because she like my work ethic. The man told me that I was being laid all the time I was never late. The man also was selling weed to employees as well as dating an employee. So ****** informed me that she was going to transfer me to another chipotle but never transferred me to another chipotle I went to the chipotle. The guytold me that he will offer me $15 when I was making $17 and I told him he cant take my pay, but he said hes taking pay away. Hes gonna start me over And when I was told in two weeks h*** hire me and start working. I never started work every time I called him. I called him times he never picked up so when I call ****** ****** told me that why dont I just find a new job and just give upthis one? An accident and the company to reimburse me for all the things that I lost. I lost my job. I lost my house. I lost my car. I separated the loss of $10,000. I even emailed. her Boss. And she told me that she would handle these things, but she didnt handle these things. She just fired me and kept on going about her business lied to me and told me that I will still be working for chipotle and told me to take a pay cut, even though they paid me $17 as a manager as a kitchen manager didnt show me as a kitchen manager didnt allow me to do anything as a kitchen manager.Business Response
Date: 07/07/2025
On Jul 07, 2025 I created a new case with our Respectful Workplace Team. Please keep an eye out at this phone number ************** and this email address ********************************** to be contacted about this experience.Customer Answer
Date: 07/07/2025
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. I would like to be pay out for stress lost job house I would like to be paid $10000 for Most of support, emotional damage and financial hardship, and help me get back on my feet . I was told my performance when down but they never took in that I had health issues and as well as Defamation of character for my general manger and exploited my health problems with other employees
Regards,
***** ******
Initial Complaint
Date:06/29/2025
Type:Customer Service IssuesStatus: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.
Chipotle on a continous basis charges the customers a dine in fee despite the food is to go. I have attempted to notify the corporate 3 times and have sent receipt proof. I received a "im so sorry this happened and we will address this with the restaurant" but the issue remains unresolved. This is very unethical, and it's considered deceitful and a form of theft. This has been over a year and issue still continues.Business Response
Date: 07/14/2025
On 5/10/2025 an agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided one free entre offer. Additionally, I have reached out to our Sales Tax team about this issue. They stated that there no additional tax regardless if it was dine in or to go.
Chipotle Mexican Grill Inc is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.