ComplaintsforChipotle Mexican Grill Inc

• Initial Complaint

  11/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The ************************** VA restaurant is absolutely horrible. The meat portion is ridiculous and this last time the pico was dried and nasty they were out of multiple things. Why do customers get charged for the full price for a bowl when you don't have the options to provide them that they are paying for? This 4 out of 5 times that I have went to this location. The customer service is horrible when reaching out and no one answers the phone when you call. Now, I see why there is a class action lawsuit against Chipotle. It's absolutely ridiculous. ******** just keeps repeating herself in an email saying she sent the receipt to the manager which has never reached out. She's a broken record which should be quite embarrassing for a company. I have attached those email correspondences to this complaint. I want my money back and will never return to that Chipotle.

  Business response

  11/18/2024

  On Nov 14, 2024 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and requested information to provide a partial refund. On Nov 15, I provided a partial refund to the guest in the amount of $19.90.

  Customer response

  11/20/2024

  
  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

  11/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On two different recent occasions, I have visited the location in ********* ***On the first visit, the food tasted strange and after a few bites, I threw it away. 30 minutes later I was vomiting and had diarrhea. On the 2nd occasion which was a few days ago, I ordered two meals again. They both were poorly made ice cold and mind of the food was warmed. Most of the items I asked for were not on the order. There is no way to speak with a human or anyone who is not a bot on their website or app.I've reached out twice and no one has even returned a call or email. The restaurant staff aren't the most friendliest and I frequent the restaurant too much on lunch breaks to cause an issue. Food needs to better prepared and fresh and not ice cold and I spend too much money there to receive another bout of food poisoning or uncooked food that I'm tossing in the garbage along with my money.

  Business response

  11/11/2024

  On Nov 11, 2024 I created a new case for our incidents team and a specialist from that team will be reaching out to the guest. Please keep an eye out at this phone number ************** and this email address *************** to be contacted about this experience.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/31/24, I visited Chipotle to order a burrito bowl. I asked to sample the brisket, the employee rudely handed me the sample with no utensil and I had to eat with my fingers! I should have left then but I was tired and hungry from working. I requested half brisket half chicken, I was literally given a couple of pieces of meat! I requested more chicken and was willing to pay for the extra but the employee made me feel so uncomfortable for asking and didnt give me the extra meat. I paid $17 for rice and beans because I received hardly any meat! I filed complaint with customer service and was offered a BOGO; I was super offended! I was only offered this after I was told to upload a dated receipt and the agent even typed dated in all CAPS. How rude!! Why would I have to pay for another meal when the one I paid for wasnt worth $17!! I do not have $17 to waste on a sub par meal! I am requesting a refund.

  Business response

  11/11/2024

  On Nov 11, 2024 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, voided the offer for one free BOGO, and provided an offer for one free entre.

  Customer response

  11/11/2024

  
  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

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Concern Regarding Recent Experience Dear Chipotle Corporate Team,My name is ******** Pounds, and I am writing to express my concerns regarding two recent experiences at your locations.Earlier today, I purchased a meal at a Chipotle near my workplace, which is approximately an hour away from my home. Upon consuming the meal, I noticed that the rice appeared undercooked, leaving a crunchy texture. I only managed to eat half of the meal. Unfortunately, this meal was meant to serve as my dinner as well.Later in the day, I visited the Chipotle on ************** in **********, *******, to seek a replacement. However, I was met with unprofessional and rude behavior from two employees, *** and *****. One of them, whom I believe to be a younger team member, was particularly dismissive, stating that they couldnt replace the order since it wasnt purchased at their location.This is not my first negative experience at this location. I previously completed a survey regarding portion sizes, which were noticeably lacking on another *********** disappointed by the poor customer service and lack of resolution for this issue. I would appreciate having my meal replaced and would also like this matter to be escalated so that the service at the ********** location can be addressed appropriately.Thank you for your time and attention. I look forward to hearing back from you.Sincerely,******** ******* Pounds Phone: ************ Email: ***********************

  Business response

  11/11/2024

  On Nov 07, 2024 an agent reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, and provided one offer for a free entre.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Chipotle took away all of my rewards after YEARS of progress and points accrued. I had to travel internationally for work for more than 2 months in an area where there are no Chipotle restaurants. Because of this I could not make any Chipotle purchases and my points were taken away. I tried to contact Chipotle multiple times but cannot reach anyone. This is extremely frustrating as I have years of being a customer making hundreds and hundreds of dollars of purchases. I just want my points returned to me as I was out of the country for work and could not use them or make any Chipotle purchases. I had enough points for many entrees so this is lost money to me. Please help.

  Business response

  11/11/2024

  On Nov 11, 2024 I reached out to the guest via e-mail, apologized for the experience, and as a one time courtesy I restore the expired points. Rewards points expire after 180 days of inactivity, this information and more about our rewards program, can be found at ****************************************************.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  customer service are idiots and company should be made aware. Never even asked what the issue was with you ********* at 19:31, Nov 5:You are being transfered to another agent Info at 19:31, Nov 5:You are now connected to Richenne.Richenne at 19:32, Nov 5:Hi, ****! Thank you for reaching out. I hope you're doing well. We take every customer comment we receive very seriously. Every single comment is sent to the restaurant management team and field leaders for the area. We also use these comments in audits throughout the year to mark our restaurant teams progress. Im sorry that you have had so many disappointing experiences at our restaurants and will certainly reach out to our restaurant team with your most recent comment. Unfortunately, Im not able to compensate every time an order isnt perfectly satisfying. We are always grateful to hear from customers trying to help us to improve, and I hope that your experiences with us turn around soon.

  Business response

  11/06/2024

  On Nov 06, 2024 I reached out to the guest via e-mail asking for more information about their experience.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The incident occurred during my recent visit (11/02/2024) to Chipotle's ************** restaurant in ********, **. While dining on a burrito bowl at the aforementioned location, I bit into a hard object that was concealed within my food. The impact resulted in a broken tooth, causing me immediate pain and distress. Upon examining the object, it appeared to be a piece of an avocado pit.I promptly brought this matter to the attention of the store manager. To my disappointment, the manager was unapologetic about the incident. He acknowledged that the hard piece seemed to be from an avocado pit but stated that he couldn't do anything to assist me. Furthermore, he suggested that I could continue consuming the rest of the burrito bowl, which I found to be an inappropriate response given the circumstances.When I asked for the contact details (email or phone number) of the district manager to escalate my concerns, the store manager refused to provide this information. This lack of assistance only added to my frustration and disappointment with the ************ a result of this incident, I am now facing dental treatment to repair my broken tooth. Although my insurance will cover a portion of the cost, I am responsible for the deductible. I have been a loyal customer of ******************** for some time, and this experience has been extremely disappointing

  Business response

  11/04/2024

  On Nov 04, 2024 I created a new case and sent to our incidents team. Please keep an eye out at this phone number ************** and this email address ***************************** to be contacted about this experience.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered the Boorito promo ($6 burrito) tonight plus a bag of chips. Added queso to the burrito. DID NOT ORDER ANYTHING ELSE. Got to the register and my total was $19.32. I thought this sounded high for a burrito and a bag of chips so I told the cashier I thought the total was wrong. She stated that the total was so high because I added queso to my burrito. I told her again that I was expecting it to be much less, and she repeated that queso costs extra.The cashier was nice and I was in a hurry to take my kids trick-or-treating, so I figured maybe my math was just off. Got home and realized that my math was not incorrect. I was overcharged. I was charged for TWO Burritos and TWO queso but I only ordered one of each. I attempted to resolve this via the chat feature for the Chipotle app. This was a nightmare, and after more than 40 minutes, I still did not have a resolution. The Chipotle customer service agent attempted to gaslight me and act like I was not overcharged, despite having proof on the receipt that I was. I will include documentation of this. I finally gave up on talking to the unhelpful customer service agent on the app and decided to call instead. The agent on the phone was very friendly and said he would resolve the situation and get my refund. I thought this would be the end of my troubles with the company, but I just noticed I received an email stating that they have sent me a free entre. That was nice, but thats not what I asked for. I want my money refunded for the burrito and the queso that I didnt order and was forced to pay for. In fact, at this point, I want a refund for my entire $19.32 order because Ive wasted hours of my time trying to get $7.60 back that you guys cheated me out of. This is completely unacceptable and I dont understand why it has been so difficult to resolve something that couldve been fixed so easily. Sending me an entre coupon is not helpful when I dont ever want to go back to the store!

  Business response

  11/04/2024

  On Nov 04, 2024 I reached out to the guest via e-mail, apologized for the experience, shared feedback with local and regional management, voided the offer of one free entre, and asked the information needed to provide a partial refund.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  More than 4 times I have been to Chipotle at ********************************************************************** and they have not had fajita veggies. I have had 2 online orders where I paid for *extra* fajita veggies and received none. Two other times I have been ordering in person and everything is stocked *except* the fajita veggies. This is extremely frustrating because I have either 1) paid for food I did not receive or 2) been told a multitude of excuses for why they dont have fajita veggies. If it was not a large protein option for their meals, perhaps I wouldnt be so upset. However, at this location, you can almost guarantee that an online order will allow you to order fajita veggies, but the order will NOT contain them. This is genuinely the first formal complaint I have ever written but it needs to be brought to someones attention because they are giving people online orders without the protein they paid for and are charging people for food they dont have. It will be the ONLY container empty at this location and no staff member has any intention of adding more. I have worked in the food and customer service industry for 8 years. There is nothing excusable about what they are doing (or neglecting to do) at this Chipotle location.

  Business response

  11/04/2024

  On Nov 04, 2024 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. I would also like to note that the fajita veggies are considered a topping not a protein and are therefore no additional cost to add to an entre.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited Chipotle at ******************************************* on Sunday, October 27, 2004. I noticed the countertop was littered with food where the employees are filling bowls with condiments. When my turn came to add the items to the bowl, I asked the employee to clean the countertop. Instead of cleaning it, he went to the business prep area and I overheard him tell his colleague, "she wants me to clean the countertop, so, I'm going to take my time." The gentleman he made this response to walked away. A young lady snickered as if to support his lack of customer service. By the time he returned to wait on me, the line was almost out of the door. I told him I heard what he said. His reply was I'm going to clean the countertop. I asked the cashier how to file a complaint she told me to take a business card; then I asked to speak to the Manager. The young lady who snickered after she heard his comment, walked over to me. I stated so you are the manager and you support this. I told them to keep the food and I left.I was angry and disappointed. I would routinely visit this particular location, twice a month. I've never seen the countertop dirty and was never seen the employees behavior with a lack of interest for cleanliness. I've experienced two other dirty locations but never this one. It's sad to see the lack of pride and not wanting the restaurant to be clean especially the prep area.This makes me wonder about what's going on behind the counter, in the prep area. Are the floors clean? Are the employees paying attention to avoid cross contamination of food?I do like the food; but, I refuse to pay my hard earned money to a place that doesn't give me good customer service and o manager who supports bad customer service and acknowledges a customer's compliant. This location has lost me a customer. If I continue to experience what I've seen recently at this and other locations, Chipotle will loose me as a customer.

  Business response

  10/29/2024

  On Oct 29, 2024 I reached out to the guest via e-mail, apologized for the experience, and shared feedback with local and regional management.

*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. ↩