Chipotle Mexican Grill, Inc

Initial Business Response /* (1000, 5, 2015/06/24) */
Customer wrote in via the Chipotle website on June 16th, She received a response from a Customer Service Coordinator three hours laterWe apologized and let the customer know we would be in touch with the restaurant directly about this
concernWe also offered a full refund with some pertinent information about the chargeThe customer was not able to provide an adequate receipt or charge information for the refundWe offered to look up the receipt if she could let us know the time, date, and amount of the chargeOnce received, this receipt could not be found in our systemThe Customer Service Coordinator offered a to send a free-burrito card (good for a free meal worth upwards of $10) to the customerThe customer accepted and the card was sent via USPS on June 18th, If the customer has any more information about her transaction, we would love to look into this refund further for her
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid cash and I told them the date and timeThey kept my receipt when I told them I was not satisfiedI did accept the burrito card but I also want my refundI gave them the times I ordered and they can check with the manager I am sure he will remember meThey need to refund my money..period

This guest wrote into our Talk to Us page on 2/9/and Dominick, our Customer Service Coordinator, gave her a callWe issued a refund for her online order, and all is well. Thanks,Tara

1/22/16 The guest also wrote in a similar comment to our Talk to Us page today and *** responded to the guestHe apologized and looped in the leadership team at the restaurant she visitedHe also offered to invite her back in with a card for a free bowl, burrito, salad, or order of tacos
(valued at approximately $10)He's going to reach back out and let her know we received her comment sent into the Revdex.com and she's been heard. Thanks,***

Initial Business Response /* (1000, 6, 2015/12/09) */
Thanks for reaching out to the Revdex.comI definitely understand your concern, but our restaurants are safe to eat atAll gift card purchases are final and they never expire and can be used at any locationI know this isn't what
you want to hear, but I hope you will come back in to see us someday soon
The safety and well-being of our customers is always our highest priorityWe've taken aggressive actions to implement industry-leading food safety and food handling practices in all of our restaurants and throughout our supply chain, including:
Implementing high-resolution testing of fresh produce items in which a series of DNA-based tests will ensure the quality and safety of ingredients before they are shipped to restaurants, a testing program that far exceeds requirements of state and federal regulatory agencies, as well as industry standards
Pursuing continuous improvements throughout our supply chain
Enhancing internal training to ensure that all employees thoroughly understand the company's high standards for food safety and food handling
Work on Chipotle's enhanced food safety program began immediately after reports surfaced at the end of October that linked Chipotle locations in Washington and Oregon to Ecoli cases in those statesEven though there is no evidence of exposures after the period of October to November 7, and no new illnesses have occurred since then, officials at the Centers for Disease Control and Prevention have indicated that additional cases may yet be reported because cases make their way through various state health departments to the federal health officials with a lag
You can learn more on our website where we will continue to provide the most up-to-date information: Chipotle.com/update
Sincerely,
***
Initial Consumer Rebuttal /* (3000, 8, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Last case was reported December 2nd in IllinoisI will not take the chance eating at this establishment
Final Business Response /* (4000, 10, 2015/12/11) */
On 12/7/15, *** let this guest know that a check has been cut for the remaining balance on her gift card and will be sent on as soon as possible
Thanks,
***
Final Consumer Response /* (2000, 12, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/11/06) */
11/6/
I e-mailed the guest to get more information about what restaurant he visited and the day and timeI'll be reaching out to the restaurant about his concerns and I offered him a refundHis wife wrote in previously to the Revdex.com, and we
took care of her just recently about a similar problem
Thank you,
***

Initial Business Response /* (1000, 11, 2015/11/24) */
11/24/
I e-mailed the guest and apologized about the burritosI asked for more information about the visit (location, date and time), so I can reach out to the teamI offered a meal-for-four card (good for any four main menu items,
fountain drinks, and orders of chips and guacamole) valued at approximately $
Thanks
Initial Consumer Rebuttal /* (2000, 13, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
yes very welcome to accept their offer and will keep you inform if they honor their offer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have finally received my refund
Sincerely,
** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The card was originally supposed to be split in two not in four as I explained that already that me and my family do not live that close and will not be able to share a card for 4.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

I read through this guest's concerns, and I'm truly sorry about their experienceI'll create a case and reach out to our managers to make sure we're keeping fresh food on the line at all times, and we're being hospitable to our guestsI'll also invite our guest back in by offering a couple free
meal cards, since they are a fan. Thank you,Tara

This guest wrote the same comment into our website on 1/31/Whitney, our Customer Service Consultant, called our manager Juan at this restaurant on the same dayShe also looped in our Field Leaders and apologized to our guestWe're looking into what happenedWhitney offered to invite the guest
back in by sending two cards for a free bowl, burrito, salad, or order of tacos (valued at approximately $20). Thanks,Tara

Complaint: ***
I am rejecting this response because:HelloI'd first like to thank the Revdex.com for helping me resolve this caseHowever, although I have been in contact with the company, Chipotle, they have also been extremely rude and unhelpful in the resolution of this caseAs I mentioned before, I would like to request additional compensation for horrible and rude customer service that has wasted over three weeks of my time, treated me like crap, and given me a terrible resolution to the caseIn my years alive, I've never encountered any customer service that simply doesn't care about the customer at all, and treats him like an animal.Also, just as a side note, when my friend encountered a near exact issue, also not being able to find a receipt, his case was resolved in less than hoursI don't understand what is with the inconsistency of customer service, and why I am being mistreated.Please assist me in resolving this case properlyI am extremely disappointed and irritated with this
Sincerely,
*** ***

I created a case for this guest's complaint and sent it to our Customer Incident team to handle furtherThe guest alleges an illness and foreign objectOur Customer Incident team will folldirectly with the restaurant and the guest. Thanks,***

Complaint: ***
I am rejecting this response because:I am disappointed by this company's response, but I am no longer interested in doing business with this company since they were unwilling to budge and offer me the support I requested. Good customer service requires no "time frame" and is never "late" (for a text promotion, or otherwise); It is a continual effort on behalf of a business that has no expiration date or time. Chipotle has failed to recognize this.I was so excited to try this brand out for the first time, since they have received so much marketing attention lately. However, now I am just no longer interested in pursuing this matter and am moving on.Thanks anyhow,*** ***
Sincerely,
*** ***

This guest wrote the same comment to our Customer Service team on 2/27/Sam responded to her the same day apologizing for her experienceHe shared her comment with our Bentonville leadership team to go over what happened, and offered to mail her a card for a free bowl, burrito, salad, or order
of tacos (valued at approximately $10)The guest hasn't responded back yet. Thanks,Tara

I created a case today (8/3/16) for this guest's complaintI apologized about the confusion with our Chiptopia promotion and explained how it worksI reached out to our restaurant team as wellI offered to send two cards for a free bowl, burrito, salad, or order of tacos and two cards for free
chips and guac (valued at approximately $25.00). Thanks,***

Initial Business Response /* (1000, 6, 2015/08/07) */
Hi Marcia,
I am so sorry we have let you down on more than one occasion! Adding a side of guacamole to your veggie tacos should be no problem at allWe will work to make sure this does not happen againIn the meantime, I would be happy to
mail you a couple of free-burrito cards (which are good for burritos, tacos, salads or bowls) as well as two a free-chips-and-guacamole cards, (which are also good for chips and salsa) to enjoy next timePlease feel free to send me your physical mailing address so I can do soYou can send me your address directly at ***@chipotle.com if you'd like
Guac on!
***

I made a case for this guest, and emailed him to apologize about his experienceI wasn't able to locate his online order with the email provided, so I asked for more informationI'll reach out to our leadership team at the restaurant he visited to see what happenedI'll also refund the guest and
take care of his next visit. Thanks,***

11.3.17I created a case for this guest and will reach out to apologize for his experienceI'll confirm the restaurant visited along with the time, so I can speak to our team about what happenedI'll also offer to invite the guest back in by sending a couple cards good for a free bowl, burrito,
salad, or order of tacos in the mail. ***

I'm seeing that the email that *** sent on 2/22/and 3/6/haven't been opened by the guest yetPlease check your spam or junk folder in case they went in thereI'll have *** call the guest directly. Thanks,***