Chipotle Mexican Grill - Headquarters

Horrible customer service with the customer service for Chipotle. They are not helpful and they try to not help resolve any issues. The customer service representative Janine repeatedly tried to get my issue to go away and push it off. She did absolutely nothing to resolve the issue regarding their gift card.

Dear Chipotle Customer Service,

I recently placed an online order from the Chipotle location on Sura Lane (Order #92T-7AG). When I arrived at the drive-through, my food was ready to go. I was hungry and eager to enjoy my meal, but upon taking a bite of my taco, I discovered a large piece of blonde hair inside.

I immediately contacted customer service and was told I was only eligible for a refund for the order. While I appreciate that, I don’t believe it fully addresses the inconvenience I experienced—especially considering the time, travel, and gas I spent picking up the order.

I would appreciate it if you could review this issue and consider offering a credit or additional compensation to make up for the poor experience and the inconvenience caused.

Thank you for your attention to this matter. I look forward to your response.

Had a horrible experience at a restaurant. Emailed them the time date and location. All they sent was an apology no refund for the cold garbage I purchased. They should be embarrassed at the customer service this company provides

The bowls suck, yall must’ve lost the peanuts sized brains that you carry with you

We got 3 chicken burritos delivered in La Jolla, from your location on Garnett. All 3 had nearly ZERO chicken. Seriously. Like 3 chunks each massive burrito stuffed with rice. As a family of 5, we’ve been discussing what a ripoff Chipotle is, how expensive and poor value. It was almost $80 for 3 burritos delivered with chips added. It’s over for y’all. Lots of people talking like this.. Was fun while it’s lasted. My 3 kids are forbidden. My wife and I have no interest now either. Buh Bye Chipotle.

Slow and laborious to right wrongs through customer service on the app. This company would rather people give up and pay for services not rendered by making the process so convoluted and difficult.

If this review could be zero or even negative stars, it would. As a long-time repeat customer, I recently had the absolute worst experience with Chipotle's CATERING and customer service. Planning for 30+ people, I ordered catering/delivery 2 weeks in advance of the date and received multiple emails confirming my order, delivery address, etc. Because I'm a planner and I know mistakes happen, I even called twice the day before to confirm the order. I thought it was weird that they hadn't charged my card yet and when I asked, they say they don't charge cards for catering orders until the same day as delivery. Okay, fine. I guess the morning of, they charged my card, and my bank marked it as fraudulent charges and it apparently wouldn't go through. For one, my bank always calls me before just marking a charge as fraudulent, so that part is still suspicous to me. But second, they sent me an email stating that my payment method did not go through and to call to give an updated payment method. I receive very frequent emails from chipotle to my inbox (including the multiple order confirmations), and this is the only email that I've ever had from Chiptole go to my spam folder. Never once did chipotle try to call me or personally reach out via email before the time of delivery (and um, hi, clearly hosting an event with 30 people so stressful time already - I am obviously probably not checking my spam folder). Fast forward to 30 minutes AFTER the delivery period was supposed to happen, I call to inquire about my order which is when they decided to tell me over the phone that it moved to a pick up order due to my bank rejecting the order. I now have 30 hungry people in a cabin in the mountains with no transportation and they transferred me 4 times to just tell me that I had to pick up the order and that there was nothing they would do to try to get me the food that was already made and ready. The lack of customer service and communication was the worst I've had in a very long time and I often place group food orders. I am so turned off by my experience that I will tell anyone who will listen not to order Chipotle catering. Do better, Chipotle.

Scam company.
I feel corporate has a top-down order to have employees pretend to scan membership rewards and lie to customers about the machine being broken. I always scan my membership and ask them if it went through, they lie saying yes...when I get my receipt it never says it went through anymore...customers only get 4 receipt inputs each month. What happens if a customers PAYS for more than 4 bowls each month but your team members keep LYING about the scanners?! You get LESS cash flow!!!!

Yes, I'm a top Chipotle eater at higher than top 1%.
I'm also a food business reviewer and have a decent idea how chipotle operates at a store level. I'm also a stockholder because I love the food but I'm not loving it as much as I used to. For the past few months I have been displeased as a customer, and if I'm displeased eating there, then there must be others who dislike how it is being run. I feel I should shed dead weight from my portfolio before non-customer investors catch on.

I mainly visit the Montebello location.

On July 2, 2025, I chipped my tooth on food I purchased from this Chipotle location. Less than 30 minutes after leaving, I went online and reported the incident through Chipotle’s official website. Their insurance company, Broadspire, denied my claim for “lack of proof” even though I provided dental records, receipts, and clear documentation.

The insurance agent handling my claim failed to communicate with me and only sent me a denial email when I asked for an update. To make things worse, my address was listed incorrectly on all documents even after I gave them the correct information.

I expected better from a major company like Chipotle. This experience has been stressful and disappointing. I’m sharing this so other customers are aware of how they handle serious situations.

— Jessica

I did a google review on my experience at a local Chipotle. i did receive a message back to go to the contact us page on your website but i continued to get submission error:too many requests. i tried to start a chat to speak to an agent and that was unsuccessful as well.

Hadn’t visited Chipotle for a couple years - chicken was dry tough some gristly pieces
Thought I would try it hoping it might have improved - AWFUL EXPERIENCE!! Went to Carefree Hwy location Phoenix - ordered the Carna Asada - portion size so small for price so I paid another $7 for more - meat was lukewarm stringy tendon like pieces - tough dry DISGUSTING!! Your ad is deceptive - TENDER JUICY really!!!! Where would that be!!
in your propaganda!! Not only was meat inedible the veggies were oily - mostly onion - no peppers - threw out the bowl - told General Mgr she said she would make another one!!!
Where is the “magical” JUICY TENDER BEEF
Coming from - veggies and meat seemed
leftover from day before - went around 12 - no mystery why your stock is in decline - if you are counting on Same Store traffic to increase best of luck - going to pursue deceptive ad on “limited time only”. Juicy Tender steak!!

Very unpleasant experience at two locations: Douglasville & Camp Creek location near West Lake High School. Customer service, food presentation, quality, no sense of urgency, doesn’t meet company standards and customer satisfaction. PLEASE HIRE, FIRE OR RETRAIN FRONT LINE STAFF MEMBERS and MANAGEMENT needs to be present during peak operations hours to ensure that customers are satisfied.

Officially done with this location. I’ve never had a decent experience. The workers are lazy and rude. Management is incompetent. Food was inedible when I got home. Wasted $30 on poop wrapped in a tortilla

The food was not only cold it had stuff I it I didn’t order

I went to 1901 Southpark Blvd. Colonial Heights VA, 23834 location today. I was met with employees that were trying to listen to me as the customer for what I wanted to order. As I went further down the line I understood the confusion. The GM, Mr. or Ms. Pernell Johnson was micromanaging his entire crew. It was awful. Then the GM met me with sass. The GM was so mouthy and unprofessional. The way he spoke was as if he was on the street. He lost a sale because of his behavior. I would have purchased additional steak but felt he did not deserve my money. I told him if he didn’t want to make a sell I understood.

Martha Williams