Business Profile
Restaurants
Chipotle Mexican Grill IncHeadquarters
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167 Customer Reviews
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Review from Stephanie M
1 star02/04/2025
Chipotle's feedback website is a joke. They need to include a way to contact the customer or submit detailed information about the location in question. The Chipotle in DTLA, on 255 S Grand has a 95% success rate in getting my order wrong. I usually order on the app because I'm at the office and like to save time as opposed to ordering in person. I can't remember just once, when my order was actually accurate. Today, I ordered the most basic item, 3 tacos on a soft flour tortilla, and I got crispy tacos. I'll I'm asking for is to please pay attention to the order and make it correctly.
Chipotle Mexican Grill Inc Response
02/07/2025
On Feb 07, 2025 I 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.Review from Lazerrick L.
1 star01/30/2025
This business needs to be shut down and re staffed and new management. The food was cold, unseasoned and the floor was dirty.The employees were hovering over the food without proper uniforms and lack of care for spraying windows cleaner directly on the glass over the food, then wiping the utensils withthe same towel.The manager seemed like she was on spychotrophic medicines because she was jittery and jumping and talking wired to everyone that day.I thought I was taking my wife out on a nice dinner date... however!The cheese was not like all the other ********************* It tasted like plastic. And the chips were too salty. The manager seemed not to be able to handle her staff. Not sure if they were her friends or relatives or both. But they did everthing the opposite of what she said as Store Manager.While all this was going on some peoe were talking about how they hated working there and that the store was not safe in the rear becuase they waisted a lot of food on the floor intentionally. *****I will not be coming here.again.Chipotle Mexican Grill Inc Response
02/03/2025
On Feb 03, 2025 I reached out to the guest via e-mail, apologized for the experience, requested the address of the location visited, and requested proof of purchase.Review from Reginald M
1 star01/28/2025
I sent a letter expressing my disappointment with the service and quality and requested a refund. I spent $40 for two bowls (a pick up order, that included a tip that wasn't even earned), only to be missing lettuce, pico (because they had no tomatoes) or fajita veggies. You shouldn't be able to choose items online if they are not available in the store. The customer service representative did not show concern, said that they should always double-check for accuracy and offered us one free drink...Yes, ONE free drink. I informed Chealssy that $40 spent on the meals doesn't equate to one free drink and I would be reporting Chipotle to the BBB. No response, of course. Not to mention, when we ordered from ******** several months ago from a different location, there was an issue at that time as well.Chipotle used to be top tier. In recent years, between the lack of care to customers (inside of the store and customer service online), increase in price and decrease in quality, we won't be returning to this restaurant.Chipotle Mexican Grill Inc Response
01/30/2025
On Jan 27, 2025 an agent reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management. On Jan 28, 2025 the agent voided the offer for one free drink and provided an offer for one BOGO (but one entre, get a second entre for free).Review from Jay Y
1 star01/20/2025
Restaurant Name: **************** *********** ******************************************************************************************** of Visit: 2025-01-04 08:30 PM Original Comment:I was kind of disappointed with the service received from the team at the store, not only were they very late in having my order ready, the food quality was off, too spicy, and the staff was a little dismissive and didn't thank me for my business. I reached out through pepper to an agent but the agent only offered one free drink. I asked for a partial refund for my order and the agent ignored my request. Please let me know the next steps.Update: Corporate "looped" in the store weeks ago and they never responded.Chipotle Mexican Grill Inc Response
01/22/2025
On Jan 6, 2025 an agent spoke with the guest via chat, apologized for the experience, shared feedback with local and regional management, and provided one free BOGO offer.Review from Stephen G.
1 star01/19/2025
2 $20 Burrito Bowl: fajita and chicken was so salty and bitter. It could not be eaten when I got home. Sent issue on their website and asked to contacted, but never was called or any feedback.Chipotle Mexican Grill Inc 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.Review from Doug R
1 star01/11/2025
This is a review directed towards the corporate office and their lack of appreciation for their customers. Their online system to pay for an order wasn't functioning. Of course, I work in a busy hospital setting and we don't have the luxury of spending 40 minutes chatting with bots to attempt to resolve a problem because this organization lacks any customer service response. No phone numbers. No email addresses. Just the ability to chat with a bot. When you ask for a person, you then have to answer 50 questions and when that person gets on the line, they take between 5 to 10 minutes to respond to every comment because they are juggling dozens of chats simultaneously. Needless to say, we will never order from this vendor again until they show some respect and appreciation for their customers. this is a shameful poorly run organization that cares very little for their customers.Chipotle Mexican Grill Inc Response
01/13/2025
On Jan 13, 2025 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, provided the phone number to reach out to customer service, and asked for additional information about the guests order.Review from Alicia M
5 stars01/05/2025
Great location! Every time my son and I go it is fresh food and friendly service.Chipotle Mexican Grill Inc Response
01/13/2025
Thats what I like to hear! Thanks for taking the time to reach out and share your experience at our location. We love to hear we are knocking the ball out of the park! We appreciate you, your feedback, and your loyalty!Review from Dustin L
1 star01/02/2025
I placed a online order for 6:30 pm. It was not ready until 7:10 pm I waited over 30 minutes for my order which is completely unacceptable. I called customer service to complain and they offered me chips and guacamole which is a complete slap in the face. I will NEVER SPEND MY MONEY HERE AGAIN. WASTE OF $50Chipotle Mexican Grill Inc Response
01/13/2025
On Jan 2, 2025 an agent spoke with the guest via phone, apologized for the experience, shared feedback with local and regional management, and provided one free entre offer to the guest.Review from Shanna L
1 star01/02/2025
I came into chipotle on January 2, 2025 at 11:09 AM. When I walked in the door, the inside door handle came loose and fell on my head and hit me in the head. My head now hurts I have a headache and if my pain does not go away, I will seek a doctor and also my attorney. Not one single person and this restaurant offered apologies or asked if I was OK and in fact, they were just extremely rude towards me. I am filing a complaint with the Better Business Bureau. This is not the first time that this door has had problems with its handle on the ********** other time that I came in prior to this visit, the door handle was completely missing. They do not care about your safety. They do not care about the food you eat and they do not care about their customer service. This restaurant does not deserve to be in this location, and the employees need to be fired due to lack of customer service and poor quality. I strongly recommend that nobody risk their safety by entering this building.Chipotle Mexican Grill Inc Response
01/06/2025
A case has been opened with our incidents specialists. They are looking into this now and will be reaching out to you about this. Please keep an eye out at this phone number and this email address ************************** to be contacted about this experience.**************Review from Dan F
1 star11/17/2024
I placed an order for my work team meeting on 10-14-24. The cost was $150 for our order. I had selected a pick-up time of 11:00 am. I arrived at 10:55 am to be on time to pick up my order. They said they were running behind on orders. I kept waiting and waiting until finally at 11:40 am my order was ready. When I returned to my office and passed out the food, many orders were missing items that I paid for, including the protein. Many were cold and looked like they had been made much earlier. When I reached out to see about getting a refund for the missing items in my order I was offered a BOGO for my next visit. I estimate I had over $20+ in food I paid for that was not in my order. I really like the food at Chipotle but the service is terrible. Sad Chipotle is going downhill so fast with service. I will look for another place to spend my money where I feel appreciated.Chipotle Mexican Grill Inc Response
11/21/2024
On Nov 21, 2024 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided an additional three free entre offers to the one free entre offer provided by the previous agent. I have also reached out to local management to let them know of your request to be contacted but I cannot guarantee if or when someone will reach out.Customer Response
11/25/2024
I appreciate the follow-up and I feel they made it right for me. I love the food and hope they can improve the customer service for my future visits.
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