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Chipotle Mexican Grill Customer Service Phone, Email, Contacts

Chipotle Mexican Grill
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1.1 646 Reviews

Chipotle Mexican Grill Complaints Summary

18 Resolved
628 Unresolved
Our verdict: If considering services from Chipotle Mexican Grill with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Chipotle Mexican Grill reviews & complaints 646

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Newest Chipotle Mexican Grill reviews & complaints

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8:00 pm EST

Chipotle Mexican Grill steak bowl (I asked for half chicken and half steak)

Jonathon was the person who helped me. I said I would like half steak and half chicken and he said that would be a $2.50 extra (No Problem) now the bowl was $10.75. they trickled a tiny bit of chicken in. No rice, a small amount of beans, they forgot to add griled onions I requested, I asked for guac and lettuce. The guac was a tiny spoonful. Now I have eaten at Chipotle more times than I can count. The last three times my girlfriend and I have gone we have been disappointed but we keep giving it a try. In the past they have struggled to close the lid but this time I can shake the bowl. I would weigh this for you and send it to you but I dont have a food scale. Anyway, I hope this is not the new norm. My girlfriend is a huge David Dobrik fan and every time he mentions chipotle we think we should give it another try. Hoping the Goleta Branch steps it up a notch. Thanks for letting me vent this.

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1:33 am EST

Chipotle Mexican Grill food quality

Nov 4, 2019 This is the third time something is not right at this Chipotle and someone needs to do quality control. Today around 6:30 I got barbacoa for my husband take out. 15 minutes later or less I am home . He notices a strange taste on the burrito. I am always dismissive of it because I can eat everything. But I tried a bite and I was able to clearly distinguish that it was the barbacoa. He said like planting soil. For me was more loke a synthetic taste. Not good to be honest.
Last week was the guacamole that was obviously noy fresh from the day, second time to be honest. But this time even the color has change. And getting the chips has become a hit and miss. Two months ago they were so stale we trash them out. Definitely they were not made the same day and some smart [censored] is saving them for the next day. So sad cause I usually get my dinner here and I can live with the stale chips, tje not so fresh guacamole but I draw a line with the meat. Something tasted wrong, really wrong.
This is a courtesy complaint, Chipotle is such a great brand that is a shame that this is happenings. Something is not right with quality control of the food at this location. It change on the past several months drastically, or it has been always like this and I wasn't buying food here that much. I definetely won't come back again.

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8:45 pm EST

Chipotle Mexican Grill 1517 alabama ave service

On Sunday, November 5, 2019 at 7:09 pm I went into this chipotle with my daughter to get a burrito bowl. Posted on both doors is a notice informing and apologizing for not having any forks, spoons or Knives available. I ordered my food on the line with a short young woman with short curly dreads. As I get to the register with one older man ahead of me, the young woman at the register yells out to a coworker (" I don't know why your ugly [censored] keeps taking my pin"). The older gentleman ahead of me quickly take his food and leaves the store. Now its my turn at the register. The woman asks me what else i'd like with my order, I tell her I'd like a bag of chips, a sour cream and 4 dressings/Vinaigrettes with my food. She tells me i can only receive 2. I ask her if i can pay for the other two, she curtly tells me no, and turns away from me. She opens the fridge behind her, closes it and tells me $10.62 . I again ask her for sour cream and chips. She grabs them for me. She again says $10. 62. I say okay, but you forgot my dressings. She says " We don't have any" I look back to the fridge she was in and see a silver container with about 10 dressings in it. The woman proceeds to fold her arms and look irritated until I give her my card. She gives me my receipt and turns away to grab a broom and sweep up trash around the uncovered food. As I get home and prepare to eat my food with my daughter, I open the sour cream and it has a slightly sour smell. I taste the sour cream and its spoiled. I throw it out, thankful I didn't put any on my daughters food yet. So we start eating our food now and I notice my food is hard to chew. I was hard uncooked pieces of rice in me an my childs food. This honestly the worst experience I've received with Chipotle. My service at the register was really bad and my food was undercooked, sour, and inedible. I would really like a refund for my purchase.
Host:Deasia
order:#335

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10:34 am EDT

Chipotle Mexican Grill product that was delivered to my place of work was less than desirable

On Friday November 1st, my co-workers and I ordered Chipotle and had it delivered. One order was wrong in that it was missing two of the items that was requested and the other one was a burrito. The chicken in the burrito was was dry and salted to a level that made the product not edible. The entire burrito was thrown in the trash because it was cold, dry and over salted. The other order was also thrown away. My other co-workers ate their order with no complaints, but two out of five were trashed. I would like to request a refund for the two orders. My phone number is [protected]. My co-worker put the order in, but I paid for it. I don not have the invoice, but I can get it if the money is refundable. Thank you for your attention in this matter. Also, I think it is worth mentioning that this is the second time that we have been delivered cold food by Door Dash.

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3:58 pm EDT
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Chipotle Mexican Grill mobile ordering

My boss ordered through the Chipotle mobile app to be picked up at 2:00 PM at the Washington Street location. I went to pick it up for her, arriving a couple minutes before 2:00. As I stood with other waiting mobile order customers, about 10 minutes had passed before I went unacknowledged and decided to ask the cashier about the order's status. I gave her my boss' name (which the order was placed under) and showed her a copy of the order on my phone. She directed me to the employee fulfilling orders, who didn't seem to understand my inquiry and never really gave me an answer. After a few more minutes passed with no response, I asked the cashier to check on the order again. Now the employee that seemed to be working on mobile orders told me they didn't have an order for me at all. They offered to make it for me, and barely gave me time to list off the order items before putting things on the salad. Barely anyone said a word to me after this, so I left Chipotle to return to work late and with an item my boss didn't order. I was disappointed with the quality of customer service displayed at this Chipotle location. I would appreciate if the company refunded this order or gave a discounted rate for a new one.

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11:38 am EDT

Chipotle Mexican Grill food was cold and didn't receive my chips.

I ordered from the app on Sunday October 27 2019. I placed an order to be picked my order at 9:30 pm. When I got my order there was no chips and the burrito was cold. I was told that they were out of chips and wasn't fixing anymore. I was told that they were going to place my receipt in the managers office and she would tell him/her what had happened and they would replace my order. The order was for a chicken burrito and chips. I asked her was she sure they would replace the order she again said yes. I called back and talked to someone named Douglas. I was told that they couldn't replace the whole order but I could get the chips. I was very dissappointed. I was told I could get my same order just call and talk to the manager. They didn't offer a refund for not having the chips or anything. I just want your manager and staff to get on the same page. I know it was just chips but they offered to replace the order and that is what I expected. The order was in the name of Elexis Harris.

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9:20 am EDT

Chipotle Mexican Grill one employee was extremely rude and the other had no sense of urgency when another asked for help.

10/20/19 I placed an online order that said my order "guaranteed" to be ready at 7:30pm. I got there at around 7:35pm. When i got there, there was a Doordash employee and a man sitting buy the online order shelf. There were 2 other customers in line already there as well. A large family of about 6 came in after me and waited in line. Since i had an online order i stood over by the shelf. There were 4 girls total working (if i can even call it that). Only one was making the food and the other was cooking it. The other 2 seem to have been lollygaging like there wasnt a ton of customer waiting to order and/or waiting for their prepaid online order. The one girl (lets call her employee 1) who was making the food asked the other employee (lets call her employee 2) who was cleaning tables to help her. She dragged her feet while continuing to spray and wipe down another table before going over to "help". At about 7:40 the Doordash employee got up to ask about her customer orders. Employee 1 told her the chips would be about 8 minutes. The other employee (lets call her employee 3) that was there finally decided she was going to work. By this time, 4 other online orders came in waiting for their food. All the while me, Doordash and the man are still waiting for our food 30 minutes after my "guaranteed" time. Finally the Doordash employee gets her food and leaves angered. The man gets his food, he leaves. One girl who cam in well after me gets her online order and leaves. 3 more people who came in after me get their orders and they leave. So i get up and tell employee 3 those 4 people who just got their food came in well after me and my food should have been ready by 7:30 its now past 8pm! She checks the 2 bags that are in front of her and neither was mine. Employee 3 checked a bag that was over by the online order computer and it was mine. She tells me "oh youre food has been done, its over here" in annoyed tone like im supposed to know that bag by that work station was mine. I looked in the bag, it was 1 burrito and 1 burrito bowl. I ordered 2 burritos. I went back up to tell employee 3 this isnt my order. She said "you said that was your last name right?" I said yes, but this is not what i ordered! I tried to show her the confirmation on my phone because the receipt that was in my bag was all oily and was illegible. She said ill just ready the receipt. She had to reprint the receipt because she couldnt ready it (which i tried to tell her). They finally make my food (i was hoping it was correct). Got home and tried to figure out which one was mine and which was my husbands. One was to have extra barbaccoa and spicy stuff and the other was regular with mild spice. They put extra in mine and not my husbands. So no only did i have to wait 40 minutes after my "guarantee" time, my order was still incorrect.

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10:22 pm EDT
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Chipotle Mexican Grill chicken bowl

On oct 17, 2019 I placed an order online. I picked up my order and brought it home. When I opened it I was not happy. I barely had any chicken or rice. The portion they gave me was barely half full. I don't usually have problems at this location but this time I was very disappointed. Definitely not worth the money I paid for it. I called the location and could not get through to talk to a manager.

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alyson E.
, US
Nov 25, 2023 5:43 pm EST
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Ordered chips and dip. Just east chips and dip. An hour and a half before it was trashy. Cancelled and ordered somewhere else. Between my few online experiences with them and reading these review…Chipotle is no more. Too bad. I liked their food.

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Muhanned K
, US
Nov 25, 2023 11:49 am EST
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I found hair in my burrito, its disgusting. I am a regular at this place in at 12401 Cedar Rd, Cleveland heights, Ohio. I dont really feel good after eating it as well..

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tthat g
SHERMAN, US
Aug 19, 2023 12:16 pm EDT

I went to buy chipotle and the total was 21 dollars and some change, well i bought the dash pass and something malfunctioned on the screen and charged my card 96 dollars. The total was no where near that amount.

This happened saturday August 12th around 2 pm.

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mandymake
Middleburg Heights, US
Aug 06, 2023 2:05 pm EDT

I ordered over $500 worth of Chipotle catering for a birthday party yesterday and I am not satisfied with the portion sizes and the fact that some of my food was completely frozen. Please assist me as to who I need to outreach to express my concerns. I ordered online and my confirmation number is C2367WWPZ. I uploaded my receipt for verification.

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dkny2023
oceanside, US
Jun 06, 2023 5:17 pm EDT

I orderedfrom chipotle oceanside ny, the order was late, no contact from them, i canceled my order.

They still delivered a comletely incorrect order!

i want a refund!

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Jbaby0908
Jacksonville, US
Jun 07, 2023 3:59 am EDT
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When I received my food it was extremely cold and was damp at the bottom. I paid for extra steak and chicken and didn’t receive either. My tortilla on the side was hard to touch and not edible.

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Mpeyton
Elyria, US
Apr 15, 2023 11:41 pm EDT
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4/6/23

Order Number YJ8-UA4

I ordered for delivery on the chipotle app and was given the complete wrong bowl even though my name and order was correct on the outside of the bag. My estimated delivery time was for 8:07 and they didn’t show up until 8:30

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Amy Pirsein
Highland, US
Dec 17, 2022 7:39 am EST
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Dec 10, 2022 6:30 pm

The veggies are so undercooked It’s like I’m eating raw green peppers in my bowl and the chips are so stale they taste like styrofoam, I can’t enjoy my queso :(

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christine barrau
, US
Sep 03, 2022 10:50 pm EDT

On 8/26/22 at 7:21pm, I arrived at the Chipotle located at 1780 N. Congress Ave Suite 100 at 7:21 pm. The general manager of the store is "Kamran Mirza".

I was cursed and insulted by two employees one screamed at me to wait be served and the other gave me the finger when I complained about being screamed for requesting a faster service.

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Joe!!
, US
Feb 05, 2020 5:26 pm EST

I was charged for a order I paid for online and never received it ..

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2:54 pm EDT
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Chipotle Mexican Grill employee

My bosses and I went to Bellbrook ohio chipotle on oct 17th 2019 at approximately 2:15 pm. Food was good, service was good and all seemed well. However, while eating our lunch, we witnessed a gloved employee who was peeling onions in the front service line fill a souffle cup with carnitas and shoot it back filling her mouth and cheeks with 1/2 a serving of meat! She then returned to cutting onions while chewing a huge mouthful of meat. Since my bosses and I work in the food industry, we decided to watch said employee for the remainder of our visit. I, then, completely lost my appetite after watching the same employee tuck her hair behind her ear with her still gloved hand.

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9:54 pm EDT

Chipotle Mexican Grill the service was horrible

I visted the Cedar Road Chipotle on 10/10/2019 during lunch. I was so surpised because it wasn't busy. I walked right up and started ordering my daughter's lunch so I could drop it off to her school. Everything was fine until I asked for a side of lettuce and told I would have to pay .99cent for lettuce. When I was just in this Chipotle 2 days earlier and was able to get a side of lettuce at no charge. There were no kid bag of chips made. I had to wait while the cashier had to make one but first he had to locate the kid bags. I waited over 10 mins. Then the cashier returns with a negative attitude says here's your chips. Like its my fault he couldn't find the bags. Takes my credit card for payment and hands it back like pushing it in my hand. Get to my daughter school and there is only 3 chips in the bag. I am very disappointed with Chipotle on Cedar Road in South Euclid. I wish you could hire people with positive attitudes and appreciate there customers. Not sure if I'll be stopping in this Chipotle any time soon.

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5:09 pm EDT

Chipotle Mexican Grill food quality/chicken bowl

I ordered a chicken bowl with guacamole like I do often from this location through Postmates since I work down the street. I have never had an issue in the past but this time when I opened it it had an odor and the guacamole was dark brown. It looked like it has been sitting for at least a day. I had already began mixing it up before I looked down so I thought I was crazy and tried a bite and it was sour and had an awful taste. It was already mixed with the chicken/remaining bowl and I tried to scrape it out but was unsuccessful . I ate what I could but then I couldn't eat the rest. Hopefully I don't get sick. I tried calling the store to let them know but got an automatic response. I tried then contacting postmates and they weren't any help. I'm just very disappointed and it was a $12 bowl that I couldn't eat...

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Update by Amanda Olinger
Oct 08, 2019 5:10 pm EDT

Sorry it was DoorDash, not postmates.

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12:32 pm EDT
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Chipotle Mexican Grill lunch service preparedness

At the Oleander/Fordham Rd Restaurant in Wilmington I stopped for lunch at 12:04. In line I saw there were no cooked vegetables. Prime serving time and they were unprepared. There were veggies on the grill but were 10-15 minutes from being ready. I went elsewhere. Thus isn't the first time Chipotle has been behind the prep ball. I Went to another restaurant. Doubtful I'll be back due to this reoccurrence.

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9:12 pm EDT
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Chipotle Mexican Grill order

Ordered on 10/4 at your Herndon, VA store at 8:14 pm - order #698. Ordered a chicken bowl, steak burrito, large quesadilla, and chips. The chicken bowl had no chicken. I think we should be given a refund. This is totally unacceptable and pretty much ruined our dinner. The fact that my complaint has to be 350 letters is ridiculous. What is the reason for this? My complaint is pretty straightforward.

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10:58 am EDT

Chipotle Mexican Grill product

While ordering a salad in Chipotle in Riverside, CT I was shocked to see a white worm in the meat. To avoid a scene since there were many customers in line, I privately told the server the issue and to remove the the product. This was a very disturbing experience to say the least. I would hope you look into this matter. Your comments on this situation is requested.
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2:19 pm EDT

Chipotle Mexican Grill worker

I went to this chipotle with my boyfriend and my friend today. I was ordering my usual bowl. And I asked for a little bit of hot sauce, just a touch I wanted. He scooped the biggest spoon of hot sauce and dumped it all into my bowl. I also asked for a tortilla on the side and he left it out to crust up, while he was making the bowl he just dragged the tortilla along with the bowl and didn't even wrap it up until someone who knew what to do did it for him.

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2:04 pm EDT

Chipotle Mexican Grill customer service on sunday sept 29th

The was a long line out the door, people waiting to order, there was a young man working so dam hard to keep up making orders, and the young lady doing the extras on the orders and one cashier. There were 2 black ladies behind the line staff, doing some cooking otherwise just standing there complaining how tied she was! OMG this poor nice young man was working as hard as he could and couldn't keep up, he turned to them asked for HELP and the one large Black Girl said nope not helping. She stood there with her body lying on the pass through and won't come out to help the staff or to serve the customers. I'm totally disappointed her behavior and the unprofessionalism of her actions. I told them young guy I was going to file a complaint You need to get rid of that lady! So disappointing and everyone in line felt that same way. Really this how you let some your hard working team members get treated and bullied by such a horrible lady? That young guy was so professional the best he could be under the pressure he was under-He needs a high five or something- but seriously that behavior of that lady was ridiculous. I tried to call and talk to you, but never can get a hold of manager-CUSTOMER SERVICE is a must, I need a phone call from someone to discuss
[protected] Kim Hollingsworth

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11:08 pm EDT
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Chipotle Mexican Grill food

One of my twin girls with a Chipotle's last night on 90th and Metcalf in Overland Park Kansas and purchase two burritos one for herself and one for her twin sister she brought her twin sister home her burrito halfway through the burrito her sister bit into something that was like rubbery she brought it to me I looked at it I called the store manager store manager told me to bring it in today that's tonight which I did the manager looked at it and said this is a piece of of our new meat that we have online and I said why is it mixed up with a shredded beef I didn't understand and it doesn't look like a piece of meat looks like a piece of rubber to me I asked him can I get a copy of the receipt and he said no he needed the receipt for verification I asked him nicely can he please write down the rewards number cuz I am a Rewards member and he asked somebody for a piece of paper and a pen and he slid it on the counter and told me know you write it down yourself I said where you're the manager can she write it down and he said no and he proceeded to read off the numbers and I said where you're not a good manager at all I said your poor manager I said I come to the support Lee's all the time me and my kids and my whole entire family and never had a run-in like this before you was very rude so I just decided to not to deal with him anymore and just called into complaint he didn't give me his name but he's there working tonight today is Thursday September 26th 2019 you can contact me at [protected] my name is Dee Dee

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Update by Dee Allen 12
Sep 26, 2019 11:10 pm EDT

The manager the manager of the night was very very rude

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7:24 pm EDT
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Chipotle Mexican Grill horrible carne asada

I'm a regular customer of this location. I normally don't like to try new foods due to the fear of not being satisfied with what I got, but today I decided to try the new carne Asada you guys have to offer. I almost always get the steak so I thought this new item wouldn't be too different, but when I took the first bite of my bowl, the only thing that I could taste was pure lemon juice. It was almost as if my whole bowl was overpowered by that one horrible taste. I tried to take the meat out of my bowl but that taste was still there. I normally wouldn't mind if something little was wrong cuz I would be able to eat the rest of the bowl, but in this case I had to throw the whole bowl away.

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Gaby Ramos
, US
Sep 23, 2019 11:11 am EDT

So like can I have your number, cutie? I’d like to take this conversation else where ;)

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Author of the review
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Iver58210
, US
Sep 23, 2019 11:59 am EDT
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Replying to comment of Gaby Ramos

Of course! Maybe we could go on a date, anywhere but chipotle. I’ll pay ;)

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5:15 pm EDT

Chipotle Mexican Grill pick up is never on time

I use the app quite a bit and pickup is NEVER on time. I am not exaggerating. I know there is a line and catering and delivery but I need more realistic pickup times. I have things I could be doing and not standing here waiting on my order for 30 min. I could have stood in the long line in front of me and been gone. This needs to be addressed. There are currently 2 others pickups waiting and they were here before me.

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3:17 pm EDT
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Chipotle Mexican Grill food at chipotle

I my receipt from chipotle on 9-17-19
Got a carnitas bowl
And a carnitas wrap.
Receipt number is [protected]

We usually have no complaints about our food there but this time was bad the lettuce was so watered down and it ruined everything in the bowl and wrap very very soggy. And the meat just didn't taste right this time we actually got very upset stomachs. I'm not sure when we will be back again that just turned our stomachs and appetite for chipotle.

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Chipotle Mexican Grill In-depth Review

Overall Rating: 4.5/5

Food Quality: The food at Chipotle Mexican Grill is consistently fresh and flavorful. The ingredients are of high quality, and the flavors are well-balanced. Whether you're a fan of burritos, bowls, or tacos, you can expect a delicious meal.

Menu Variety: Chipotle offers a diverse menu with options for everyone. From vegetarian and vegan choices to gluten-free and dairy-free options, there is something for every dietary preference. The menu also includes a variety of proteins, toppings, and sauces to customize your meal.

Pricing: The pricing at Chipotle is reasonable considering the quality and portion sizes. While it may be slightly more expensive than fast food chains, the fresh ingredients and generous portions make it worth the price.

Customer Service: The customer service at Chipotle is generally friendly and efficient. The staff is knowledgeable about the menu and can assist with any questions or special requests. They strive to provide a positive dining experience for all customers.

Cleanliness: Chipotle maintains a clean and well-maintained dining area. The tables, floors, and restrooms are regularly cleaned, creating a pleasant environment for customers to enjoy their meals.

Ambiance: The ambiance at Chipotle is casual and inviting. The modern decor and comfortable seating make it a great place to dine in or grab a quick meal. The restaurant is often bustling with activity, creating a lively atmosphere.

Speed of Service: Chipotle is known for its fast and efficient service. The assembly line-style ordering process ensures that your meal is prepared quickly. Even during peak hours, the wait time is usually minimal.

Online Ordering Experience: Chipotle's online ordering platform is user-friendly and convenient. You can easily customize your order, select your preferred pickup time, and pay online. The system is reliable, and your order is typically ready for pickup on time.

Delivery Service: Chipotle offers delivery through various third-party platforms. The delivery service is reliable, and your food arrives hot and well-packaged. The delivery fees are reasonable, and the estimated delivery times are accurate.

Dietary Options: Chipotle caters to various dietary preferences and restrictions. They offer vegetarian, vegan, gluten-free, and dairy-free options. The menu clearly indicates which items are suitable for specific dietary needs, making it easy to find suitable choices.

Sustainability Practices: Chipotle is committed to sustainability. They prioritize using responsibly sourced ingredients, including organic and locally grown produce. They also strive to reduce waste by implementing recycling and composting programs in their restaurants.

Loyalty Program: Chipotle offers a loyalty program called Chipotle Rewards. Members earn points for every dollar spent, which can be redeemed for free food and exclusive offers. The program is easy to join and provides additional benefits to frequent customers.

Social Media Presence: Chipotle has a strong social media presence. They regularly engage with their followers, share updates, and promote special offers. Following Chipotle on social media is a great way to stay informed about new menu items and promotions.

Accessibility: Chipotle strives to provide accessibility for all customers. Their restaurants are wheelchair accessible, and they offer alternative ordering methods for individuals with disabilities. The staff is trained to assist customers with special needs.

Locations and Hours: Chipotle has numerous locations across the country, making it easily accessible for most customers. They typically have extended hours, allowing for flexible dining options.

Special Offers and Promotions: Chipotle frequently offers special promotions and limited-time offers. These can include discounted meals, free add-ons, or exclusive menu items. Keeping an eye on their website or social media accounts is a great way to take advantage of these deals.

Community Involvement: Chipotle actively participates in community involvement initiatives. They support local organizations, sponsor events, and donate to charitable causes. Their commitment to giving back to the community is commendable.

Health and Safety Measures: Chipotle prioritizes the health and safety of their customers. They adhere to strict food safety protocols and maintain clean and sanitized restaurants. During the COVID-19 pandemic, they have implemented additional measures such as contactless pickup and delivery options.

Additional Services or Features: In addition to their regular menu, Chipotle offers catering services for events and gatherings. They also have a mobile app that allows for easy ordering and payment. These additional services enhance the overall dining experience.

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