Business Profile
Restaurants
Chipotle Mexican Grill IncHeadquarters
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Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/29/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made an order on January 18 for three steak tacos, a Coke and a bowl For delivery, and then my order never came, but Chipotle wants to tell me no were not gonna give you a refund because the delivery guy left apicture of the building which doesnt even indicate that it was a successful delivery so now they dont wanna give me my money and I spent $65 and me and my son did not even eat that day please can you guys help me get this money back? This is outrageous and unethical that they dont wanna give me the money back and the reason is because we cannot give you the refund just because you werent satisfied that doesnt make sense when I didnt receive anything.Business response
01/30/2025
On Jan 29, 2025 an agent spoke with the guest via phone, apologized for the experience, and shared feedback with local and regional management.Initial Complaint
01/26/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a chicken bowl and when they made it, the portions were so small it barely filled half the bowl. When I brought this up to **************** they asked if I had a receipt. I responded back that the location didn't give me one but showed them a picture of the small serving. They asked again and I replied that I already told them they didn't give me a receipt. Third time they asked and I repeated myself that the location didn't give me a receipt, wasn't even offered one. They told me without our receipt there was nothing they could do and closed the case. All I got were templates, and the fact that they tell me they can't do anything without a receipt but they don't give receipts is a horrible practice and shows they don't care about the customer and it's our fault not theirs.Business response
01/27/2025
On Jan 27, 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 in the form of a bank statement since the guest does not have a receipt.Initial Complaint
01/25/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
Completely incorrect order received. After speaking with a customer representative through chat in app I was twice asked to send photos (after I brought this up in hopes Id more quickly be helped) I was dismissed and pretty much told oh well and have a good day. After asking more than 3 times for a supervisor the agent abruptly ended the chat. Im left disgusted and dissatisfied in the way Im being treated. I need a full refund for having not only received nothing of what I ordered but being treated like garbage by an agent who should have felt sorry on behalf of what happened. (Order EQ1-IA7)Business response
01/27/2025
On Jan 25, 2025 an agent spoke with the guest via chat, apologized for the experience, and shared feedback with local and regional management.Customer response
01/27/2025
what good does passing along feedback do to rectify this for me as the customer ? I need to be refunded for my incorrect order and am owed an apology for the awful way I was treated by your customer service team when none of the fault in this issue has been mine.Business response
01/28/2025
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.Initial Complaint
01/21/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I just want a refunds for my orders I spent a bunch of money at chipotle Mexican grill and would like a refunds for I was disrespected by the manager and she banned me from the premisesBusiness response
01/22/2025
A claim has been made with ********** who will be taking over the handling of this case.Initial Complaint
01/21/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order 12/26 for delivery but was delivered the wrong order. I immediately called the driver and the store and was told a refund would be issued. So I re ordered the same meal and it was delivered. When I checked my refund I was advised that they could only refund me for my card portion but could not refund me for the $20 gift card I used. I asked if they could put a credit on my account that I could just use at a later time and they said no there was no way they can give me back the gift card I was just out of luck even though it was their error! There is an extensive email with customer support as well being told this. I shouldn't lose my gift card because they made a mistake. Their fix was to offer me 2 free entrees but I only had 30 days to use them and I can't use them on the same order so they want me to spend twice the amount of money just to get my gift card back. This take acceptable. I countered that if they could make it so I can use them both on the same order and remove this 30 days (my gift card didn't have this stipulation so this shouldn't either) that I would accept it. They refused. I haven't used the entrees, they are still sitting in my account. I would just like a new gift card mailed to me or emailed to me or a credit applied to my account so I can use $20 towards my next order. This is right. I'm not asking for more than I'm owed. I attached a copy of the order I'm referencing. I received a refund only for the funds I used on my back card, I have still but been refunded for the gift card.Business response
01/22/2025
On Dec 26, 2024 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 $38.19. On Jan 7, 2025 the agent provided 2 free entre offer (valued at $15 per offer) and informed the guest that we could not provide a new gift card or a refund to the original gift card.Initial Complaint
01/18/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On January 6, 2025 I visited Chipotle in ******, **** with my wife. At the register, I heard the cashier mention "double chicken" to which I replied, neither of us got double chicken. He said ok and continued to take my credit card. Once I received the receipt, I noticed he charged for double chicken anyways for an additional $3.60. I provided the information to the chat on Chipotle App. During the "resolution" they offered a free drink on the app. I explained I rarely ever order drinks when I visit Chipotle. In additions, a drink is only $2.95 so that is not acceptable. The agent stated she will request a refund and put me on hold. Then I was disconnected from the chat. I re-opened another chat and received the same exact experience. Offered a free drink then put me on hold to request a refund, then got disconnected. This happened 3 more times, exactly the same experience with the chat. I chatted with Jaica, Reymar, Prexie, and Efen multiple times. Each time getting disconnected. This has to be on purpose at this point. One of the agents, Prexie, emailed me on January 6 stating she requested a refund and provided a reference number ********. I requested updates on the issue through this email several times and received no response. Today, January 18, I started another chat. Same issues. I will be chatting with an agent, then when it comes to resolving the actual issue, I get disconnected. Attempted 7 separate times, chatting with Jaica, Reymar, and Efen. Each time getting disconnected. This is obviously done on purpose. Terrible customer service policies. I just want the money back that Chipotle illegally charged my credit card. It is insane that it is this difficult to retrieve my money. It is even more insane that Chipotle allows their customer service to purposely disconnect from the chat system rather then resolve the actual customer's issues. I'm sure this is some policy upper management has deployed as an attempt to never resolve customer disputes.Business response
01/21/2025
On Jan 6, 2025 an agent spoke with the guest via chat, apologized for the experience, shared feedback with local and regional management, and offered one free drink to the guest. On Jan 21, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided a refund of $3.60.Customer response
01/22/2025
After over 15 live agent chats, several follow up email request that went unanswered, an email to Chipotle corporate office, a better business bureau complaint, and 14 days later, I finally received my money back in the amount of $3.60 that Chipotle stole from me. Was offered nothing for the extreme inconvenience. Which is fine but it is totally insane it took all this just to get my money back that never belonged to them. Chipotle customer service is by far the worst of any company I ever had to deal with, but I accept the resolution of finally receiving my money back.
Regards,
****** ****
Initial Complaint
01/18/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was work on 1 January I tell to ******* italiano she the boss tell her transfer me in ********** at Chipotle in ******************************************* she can transfer me to toms river she said not she can't do it help me to work at Chipotle toms river she did not do itBusiness response
01/21/2025
On Jan 21, 2025 I reached out to the guest via e-mail to provide information on who to contact if they need assistance or more information on how to transfer to a different store.Initial Complaint
01/17/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
They sent me an email for a Buy one get one and won't honor it. The customer service say the email they send is not to be taken seriously.Business response
01/21/2025
On Jan 17, 2025 an agent spoke with the guest via chat, apologized for the experience, shared feedback with local and regional management, and provided an offer for one free BOGO.Initial Complaint
01/16/2025
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On Jan 3rd I ordered a chicken salad bowl for my lunch. When I received my order it was a bowl & a burrito, someone elses order. After calling chipotle I was told its nothing that can do. Im on lunch with the wrong order and our money and yall telling me its nothing yall can do. Give me my money back I dont want a free bowl I want a refund order numberBusiness response
01/27/2025
On Jan 27, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and requested confirmation number of order.Customer response
01/27/2025
I do not accept the response made by the business to resolve this complaint.Business response
01/28/2025
Cannot do anything as guest has refused to provide the confirmation number of the order.Initial Complaint
01/15/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
I was charged triple for an order and given 3 meals when I only ordered one chicken meal. A refund was refused and I was told I had to accept the order.Business response
01/21/2025
On Jan 2, 2025 an agent reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management.
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Contact Information
610 Newport Center Dr Ste 1300
Newport Beach, CA 92660-6413
Customer Complaints Summary
993 total complaints in the last 3 years.
361 complaints closed in the last 12 months.
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