Chipotle Mexican Grill, Inc

The guest originally wrote in his complaint on 7/13/Our Customer Service Lead answered him the same day apologizing for his experience and offering to send a meal-for-two card (good for any two main menu items, fountain drinks, and orders of chips and guacamole) which is valued at approximately
$The guest wrote back same day requesting a refund but also providing his postal addressOur Lead mailed him a meal-for-two card (good for any two main menu items, fountain drinks, and orders of chips and guacamole). The guest wrote back in on 7/17/requesting a refund for his experienceOur Lead took the case and wrote back on 7/18/and started the refund processThe refund processed on 7/31/and will be in the guest's account in 48-business hours. Thanks,***

Revdex.com:Chipotle's response regarding complaint ID *** is somewhat satisfactory to me
First, the guy at the local Chipotle lied and said the burrito torilla is gluten-free That's where the problem really lies The only reason why Chipotle responded days later is because after I was ignored, I forwarded the customer service e-mail to Chipotle's CEO I shouldn't have had to go through all of this to get the issue resolved At least, this issue can be closed as resolved
Sincerely,
*** ***

I e-mailed this guest today (5/27/16) and apologized about his experience he had yesterdayI looped in our leadership team including our Field Leaders so we can take care of his concernsI offered to send him two meal-for-two cards (good for any two main menu items, fountain drinks, and orders of
chips and guacamole) and two cards for a free Kid's Meal valued at approximately $to come back in for a better visit. Thanks,Tara

The guest was called on 2/24/at 11:a.mA check request has been submitted to replace the sunglasses

10/27/16 I created a case for this guest's complaintI called our Area Manager that oversees the restaurant and talked to her about this guest's concernsShe's going to talk to our manager and also see about doing a portion auditI e-mail the guest and apologized and let him know what
actions I tookI thanked him for bringing this to our attention

Melyssa from our Incident Team called this guest after reaching out to the restaurant to make sure there were no other reports of illness, our food temps were within range, no crew members were ill, and our sanitizer was testing within range. She offered to set up a claim for the guest but the guest declined. The guest let Melyssa know she already received a refund. Melyssa is staying on alert with this restaurant.  All the right people have been looped in -- leadership team and Field Leaders.  Thanks,[redacted]

Initial Business Response /* (1000, 6, 2015/05/14) */
Customer wrote to website with concern on 5/7/2015. A Customer Service Coordinator wrote back on the same date apologizing for the poor service and overall visit. On 5/7/15 a free-meal card (worth $10) was sent to the customer at the given...

address: [redacted] XXXXX.
On 5/7/15, customer also requested full refund for order on previous date. The refund is currently being processed and should show on bank statement in next 48-72 hours.
Customer demanded to speak with an Area Manager for the restaurant in question. [redacted] the local Area Manager has made two outbound calls to customer at given number XXX-XXX-XXXX. He has not heard back from customer, but after speaking with him on 5/14/15, another outbound call [redacted] be made.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still awaiting letter of apology. Even the coupon they sent me where they had an opportunity to apologize they did not take the time to do so.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Please advise Chipotle the MOD refused the refund and remake of my food. She advised I come back today for the GM [redacted] to refund us. When asking my Husband to handle this because I was beyond upset at the managers response and how she smirked. When my husband spoke with the GM, [redacted] he denied us our refund also. I’m sure they don’t care since I’m just one out of their million customers but I will never return to a Chipotle ever again. She was very rude and condisinding. No one offered a refund or remake.. I requested a refund or remake. What is upsetting my today is why would she refuse my refund and remake from last night advising I drive 30 more minutes the next day for a refund just to have th GM refuse my husband. They need to be demoted because clearly they don’t know how to descalate irate customers spending their hard earned money for unsatisfactory service and food.
Sincerely,
[redacted]

1/5/15
This guest wrote the same complaint to us through our Talk to Us page on chipotle.com. Becky responded and apologized for his experience and followed up with the team. She offered to send him two cards for a free bowl, burrito, salad, or order of tacos (valued at approximately $20). The...

guest declined and was happy with her response.
Thank you!
Complaint Response Date bumped because: Data Base Migration

This guest wrote in the same complaint to our Talk to Us page on 5/23/16 and her concerns have been escalated to our Respectful Workplace team. They have been in contact with the guest on 5/24/16 and are starting a full investigation.  Thanks,Tara

Complaint: [redacted]
I am rejecting this response because:Chipotle BAD SERVICE Continues... Chipotle Denies Customer's the right file Complaint's on the Chipotle Website - 1st Amendment Violation, Customer have file complaints with Revdex.com. Chipotle Customer Service Consultant's are useless to the problems Customer are having with Chipotle Bad Service. Chipotle BAD SERVICE is consistent at all locations within my Zip Code. Chipotle MUSIC is so LOUD - Customers have to shout. Chipotle Locations have no Manager on duty. 3 March 2017, 8:40 PM - Chipotle ([redacted]) Bad Service.  Chipotle ([redacted]) refused to accept Coupon Card. Chipotle ([redacted]) Refused to give Customer's Receipt. Hired Chipotle Children are POORLY Trained - DON'T know Menu or how make menu items. Chipotle Children Did't know how to make a burrito.Hired CHIPOTLE ([redacted]) CHILDREN (4) behind counter Don't know Menu, Don't listen, and failed to complete order as requested.  - I requested 'Burrito in a bowl per MENU ITEM with Salsa & Cheese on top- Chipotle gave me tortilla w/ingredients on top, No Salsa or Cheese, Burrito NOT wrapped and Upside Down in bag.
Sincerely,
[redacted]

2/29/16 The restaurant filed an incident report with our Incident Team about the alleged illness. Melyssa spoke to the guest on the phone on 2/16/16 and set up a claim with our claim adjusters at ESIS since he's looking for monetary compensation. I'll have the ESIS adjuster reach back out to...

the guest.  Thanks,Tara

11.28.17 I created a case from this guest's concerns. We have a few locations in [redacted], so I'll make sure I reach out to the correct restaurant to make sure we look into what happened during the visit. I'll also invite the guest back in to give us another chance.  Thanks,[redacted]

This guest has written to us a few times with his concerns. My teammate, [redacted], has tried to call him unsuccessfully. She has followed up with our Field Leaders with his concerns and reached back out to him on July 18th. She apologized and gave her direct number for him to call her. She also...

offered three cards for a free bowl, burrito, salad, or order of tacos (worth approximately $30) to invite him back in.  Thank you,[redacted]

I am just done with this process.

I created a case for this guest and escalated his concerns to our Customer Incident team. They will call him today to follow-up.  Thanks,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
They have since fixed the issue, card is working, and am pleased with the outcome.
Sincerely,
[redacted]

2/9/16 I made this guest's complaint into a Incident and sent it along to our Incident Team. They will reach out to this guest over the phone and take care of their concerns and follow up with the restaurant.  Thanks![redacted]

Initial Business Response /* (1000, 6, 2015/05/14) */
Customer wrote to our customer service team on 5/6/2015. Customer Service Coordinator, [redacted], responded on 5/6/2015 and later spoke with customer on the phone. Customer also spoke with Field Leader, and the Field Leader did reach out to us with...

relevant information about the concern.
Once customer's address was received via email on 5/6/15, one meal-for-two card (worth approximately $25) was sent to address [redacted]. Customer followed up on 5/9/2015 about the status of the complaint and card. [redacted] responded via email on 5/11/2015, "Of course! And (Field Leader) let me know that he spoke with you as well. Please allow up to two weeks' delivery for the card I sent.
Best,
[redacted]"
If card is not received by the 16th of May, we are glad to send out another card via FedEx to ensure the customer receives what was offered.
Initial Consumer Rebuttal /* (2000, 8, 2015/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do as long as I receive. I provided a response on 5/6 and received no response from the business. I sent another reply on 5/9 with no reply which is why I opened this BB complaint. Not to mention that when I first called I was told by the operator I would receive a response the same day. I gathered since there was no response from 5/6 through 5/12 with two emails from me I wouldn't be receiving one. Also on 5/6 I told [redacted] I would be contacting Revdex.com.
Please remove my address as that is VERY personal and private and this review is posted for the public and the description states to not list personal information.
Final Consumer Response /* (3000, 15, 2015/06/02) */
-----Original Message-----
From: [redacted] (mailto:[redacted])
Sent: Tuesday, June 02, 2015 10:59 AM
To: [redacted]
Subject: Re: (SPAM) Re: Revdex.com Complaint Case# [redacted] (Ref#[redacted]-[redacted]-[redacted])
Did you see my email and my response on the Revdex.com complaint? I haven't heard anything from anyone.
[redacted]
Sent from my iPhone
On 5/11, [redacted] stated she mailed the coupons to me and I would receive within two weeks. Today is two weeks and I have yet to receive. Per the original response, she stated that I should let her know If I didn't receive and she would send the two coupons for two guacamoles, meals, and drinks to me via fed ex.
Final Business Response /* (4000, 17, 2015/06/05) */
Sent second free-meal-for-two card (good for a meal for each person, chips and guac, and fountain drinks) via FedEx. Tracking number: [redacted]. Estimated delivery via FedEx website: Monday, June 8th.

Complaint: [redacted]
I am rejecting this response because: I never received Chipotle's response.  The previous week, I ordered tacos at Chipotle.  The person said, "I'll have to charge you for a burrito bowl since you're getting the shells on the side."  On the visit in question, I looked at the price at the registered and saw it corresponded to the burrito bowl price instead of the taco price, so I assumed they charged me for a burrito bowl again.  When I sent the receipt to Chipotle customer service, I saw it did say tacos this time.  When I called Chipotle, they said the tacos and burrito bowls are the same price (even though I thought the sign in the store had different prices).  My complaint is about the water in the sofritas not being drained and peppers being added to my tacos (even though I didn't order the vegetables).  When I didn't receive a response from Chipotle and e-mailed them asking what the status of the refund was.  Again, I was ignored.  Or, after being ignored, maybe I should just quit going to Chipotle, and I currently go there a ton.
Sincerely,
[redacted]