Chipotle Mexican Grill, Inc

Initial Business Response /* (1000, 5, 2015/10/05) */
I tried to call the customer with the phone number provided, but it was the phone number for the restaurant he visited. I e-mailed him instead today 10/5/15 and apologized about his experience. I sent his comment along to the leadership team and...

Field Leaders that oversee that restaurant, so we can make sure his next experience is better. I offered him a meal-for-two card (valued at approximately $25) to make up for his experience.
Thank you.

Initial Business Response /* (1000, 13, 2015/08/07) */
Hi [redacted],
I am so sorry we let you and your wife down. We will work to make sure nothing like this recurs. If you would be willing to give us another whirl, I would be happy to mail you two meal-for-two cards (which are good for two...

burritos, bowls, salads or tacos, as well as two orders of chips and guacamole and two fountain drinks) to enjoy next time. I'll just need your physical address in order to do so. Please feel free to email me directly with that information at [redacted]@chipotle.com.
All the best,
[redacted]
Initial Consumer Rebuttal /* (2000, 15, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

This guest wrote into our website on 12/5/17. The complaint was escalated to our Customer Incident team that same day. ** spoke to our guest on the phone on 12/5/17. We set up a claim with our insurance company. ** also started to process a refund on 12/6/17.  Thanks,[redacted]

I created a case for this guest and will be following up with our restaurant to find out what happened. It's concerning that we didn't answer our phone or offer a remake or refund for this guest's tacos. I will provide a refund for our guest and make sure something like this doesn't happen...

again. Thanks,[redacted]

This guest wrote to us about his concern on 2/21/18. [redacted] responded the same day asking for transaction information, so we could follow up with our leadership team. On 2/22/18, the guest shared a copy of his receipt with [redacted]. [redacted] responded the same day asking about a different charge the...

guest claimed to receive than what was on the receipt. On 3/2/18, the guest wrote back asking where his refund was even though he didn't answer [redacted]'s question and [redacted] hadn't offered one. On 3/6/18, [redacted] responded to the guest asking for transaction information to process a refund, but the guest hasn't responded back yet. Thanks,[redacted]

Complaint: [redacted]
I am rejecting this response because:I provided my po box address Po box [redacted] and never received anything from chipotle
Sincerely,
[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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 11, 2015/10/06) */
I e-mailed the guest on 10/6/15 to apologize about her experience and to get the restaurant information, so I could reach out to the team. She e-mailed me back with that information. I then e-mailed her to let her know that I was reaching out...

to the leadership team about her comment. I offered her a meal-for-two card (valued at approximately $25) to come back in for a better experience.
Thank you!

1/20/16 I responded to this guest and let her know that the $1.00 burrito article going around is a hoax and not something we created or are honoring. I apologized for any inconvenience and offered to send her two card for a free bowl, burrito, salad, or order of tacos (valued at approximately...

$20.00).  Thanks,Tara

This was concerning to read, so I escalated this to our Respectful Workplace team at corporate to investigate. Someone will be in touch with [redacted] soon. Thanks,Tara

2/9/16: I looked up this guest's mobile activity with us for the promotion, and they tried to participate too late. The offer was only valid until 6:00 PM Eastern. They received a text saying: Chipotle: Darn, you just missed it. Reply MORE to sign up for future offers. Msg freq varies....

Msg&data rates may apply. I e-mailed the guest and apologized and let them know this information.  Thanks,Tara

I created a case on 6.7.17 for this guest's complaint and escalated it to our Customer Incident team for further investigation. Someone will call this guest today (6.7.17).

This guest wrote into our website on 5/17/17. My colleague [redacted] emailed the guest apologizing for her experience. She also shared her complaint with our leadership team and Field Leaders. [redacted] offered the guest a meal-for-two card (good for any two main menu items, fountain drinks, and orders of...

chips and guacamole) worth approximately $20.00 to invite her back in. [redacted] hasn't received a reply with the guest's postal address yet.  Thank you,[redacted]

This guest wrote in the same complaint to our Talk to Us page on 3.31.17. [redacted] emailed the guest back on the same day and apologized for the confusion. He shared the guest's concerns with our management team and offered to send a replacement free catering-for-20 card and a few meal-for-four cards...

(good for any four main menu items, fountain drinks, and orders of chips and guacamole) to make up for it. The guest hasn't responded to [redacted] with a mailing address yet.

Complaint: [redacted]
I am rejecting this response because:IT is shameful to see what lies are presented to this case.  First I can assure you, no phone call was made!  I can provide you with my phone bill statement for the time period that was referenced, and it will confirm my 100% factual account of the fact - NO PHONE CALL WAS EVER MADE.  It is beyond disgraceful that a company with such high ethical standard would allow these people to work there and LIE, and make FALSE statement which can be proven.  It is only a matter of days before they get FIRED.  I'm reaching out to the executive team.  I have already left feedback on social media sites, as well as other sites that track the company dealings with Customer, and like the stock price that is going BUST!, the employees who are lying about the phone call will soon be out of a JOB! Very Very DISGRACEFUL of this company to allow such lies to be told by employees who are failing to address customer complain.  
Sincerely,
[redacted]

I looked back at the case I created and I never received a response back from the guest. I do see that she wrote into our website separately under a different e-mail address and Jen took care of her concerns and sent her a a card for a free bowl, burrito, salad, or order of tacos (worth approximately $10) on March 30, 2016.  Thanks,Tara

9.12.17I double checked to see if we had a record of a letter from this guest, but I was unable to find anything on my end. I'm sorry this guest feels like we ignored his concerns. I created a case and escalated it to our Customer Incident team. They will follow up with our guest. Thanks,[redacted]

Complaint: [redacted]
I am rejecting this response because:I have provided all of the requested documents and have not heard back from Chipotle. 
Sincerely,
[redacted]

The guest wrote to us on 2/13/17 about our crew refusing to make enchilada style burritos and that the burritos were cold. [redacted] responded on 2/14/17 and apologized for his experience. She informed him that we don't serve enchilada style burritos as a main menu item, but we should be accommodating...

to special requests. She shared his comment with the leadership team and Field Leaders and offered to mail him two cards for a free bowl, burrito, salad, or order of tacos (valued at approximately $10 a piece).  The guest responded on 2/15/17 and was upset because he felt [redacted] didn't listen to his or understand his original complaint and provided his postal address. On 2/16/17, [redacted] responded again apologizing that she misunderstood his first message and made it clear that if a burrito was ordered enchilada style, our crew may be confused and need clarification on how he'd like the burrito to be prepared. She also apologized again for the cold burrito and reassured the guest that we'll be working with our team to improve.  The guest responded on 2/21/17 and said some harsh things about [redacted] and threatened to write to the Revdex.com. [redacted] sent out the promised cards for a free bowl, burrito, salad, or order of tacos on 2/20/17.

Initial Business Response /* (1000, 6, 2015/09/09) */
One of our customer service coordinators has been in contact with the customer since July 8th trying to get a refund issued. We apologized to the customer and reached out to the restaurant about his experience on July 8th. On July 8th we offered...

two free burrito cards (valued at approximately $10 a piece), but the customer requested a refund.
We asked for the financial information on July 9th and sent it over to our IT team on July 10th. Our IT team had difficulty finding the amount of the charge the customer gave us. After some back and forth, a charge of $4.44 was found and refunded to the customer today on 9/9/15. The customer was called and e-mailed letting him know and apologizing for the delay. An offer of two burrito cards (approximately valued at $10 a piece) will be offered once the customer responds.