Chipotle Mexican Grill, Inc

3.10.17 I created a case from this guest's complaint and escalated it to our Customer Incident team for further review. The guest will receive a phone call today. Thanks.

This guest wrote in her original complaint on 12/20/17. Dominic, our Customer Service Coordinator, responded to our guest. At that time, we didn't have 2018 currency cards, but Dominic mailed them to her once we received them the first week of January. The guest wrote back asking for the status on...

1/17/18 and Dom asked to confirm her postal address, so he could resend them to her via FedEx. She hasn't responded yet. Thanks,Tara

Complaint: [redacted]
I am rejecting this response because:in both emails I wrote I explained that I did not remember exact details of my order that day nor exat dats so my apologies if I wrote 6 bowls in the original message it was 4 steak bowls as I stated in the second email, I'm not sure why there is such an arguement on whether or not I was present at chipotle. Also I just clicked any ole date in the second email because I was upset I just wanted to get the message through, I went back in June, the bowls had steak rice salsa o believe one had corn in it. This has been a long drawn out thing for absolutely no reason.  
Sincerely,
[redacted]

[redacted] from my team e-mailed [redacted] two times, first about the experience she wrote into the website about, and second about the experience she wrote into the Revdex.com about. I don't see a reply from [redacted], but I'll have [redacted] reach out and call her.  Thanks,[redacted]

5/16/16 This guest wrote in on 5/11/16 and shared her concerns. Olivia responded to the guest and apologized and let her know our standards. There was a bit of back and forth between Olivia and the guest and the appropriate Field Leaders were looped in about the guest's concerns. Olivia offered...

her a full refund on 5/16/16 and the guest hasn't responded yet.  Thanks,Tara

Initial Business Response /* (1000, 5, 2015/05/21) */
Customer wrote to us via the Revdex.com. The comment was received on 5.21.15. A response was sent to the customer at
[redacted]@aol.com the same day it was received. An apology and offer of four free-burrito cards (worth approximately $10 each)...

was offered and accepted. The cards were sent out 5.22.15.

I reached out to this guest today (3/31/16) via e-mail and apologized about her experience. I inquired about the restaurant and date and time of visit, so I could follow up with the leadership team. I hope to hear back from her, so we can take care of this. Thanks,Tara

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]

This guest wrote into our Customer Service team on 12/8/17. [redacted] received his case and replied to the guest via the email address provided on 12/8/17. He also shared the guest's concerns with our restaurant leadership team. The email [redacted] sent to our guest was undeliverable due to the email address...

not existing. The guest only provided ###-###-#### as a phone number, so [redacted] was unable to call. I will update the guest's email address and resend [redacted]'s original email. Thanks,[redacted]

Complaint: [redacted]
I am rejecting this response because: I DID REPONSE TO YOU AND THE BUSINESS IN QUESTION. YOUR WEBSITE IS NOT USER FRIENDLY
Sincerely,
[redacted]

I created a case for this guest and e-mail him to apologize for the mix-up with his online order. I shared his concerns with our leadership team so we're more careful in the future. I invited him back in by offering a meal-for-four card (good for any four main menu items, fountain drinks, and orders...

of chips and guacamole) and I'm waiting for his reply.  Thanks you,[redacted]

They have contacted me and legally stated that they would send my $9 dollars in the mail via check. I will hold them to that word and I want this to be escrow with the Revdex.com being the third party compliant.

2/12/16 I made this guest's complaint into an incident and forwarded it on to our Safety Security and Risk team. They will reach out to her directly by phone to take care of her concerns.  Thanks,[redacted]

11.16.17[redacted] will be calling this guest to apologize and get his concerns taken care of. We've had issues similar where online orders were authorized more than once, and our IT team is currently in the process of refunding those guests.  Thanks,[redacted]

Initial Business Response /* (1000, 11, 2015/10/19) */
I e-mailed the guest today 10/19/15 and apologized about the salty chicken in her and her co-workers burritos. I confirmed that the phone number she tried calling wasn't correct and gave her the correct information. I passed [redacted] her complaint...

the restaurant, so we can make sure we're taste testing our chicken going forward.
I offered her a refund as requested for all four burritos (valued at approximately $40).
Thank you.
Initial Consumer Rebuttal /* (2000, 13, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If I receive offer of replacement as indicated that would be adequate and welcome as of date nothing has arrive
please update as to status of offer and expected date

This guest wrote into our website on 4/17/17 and was contacted by [redacted] on 4/17/17. They have had almost daily conversation about this guest's concern. [redacted] apologized and reached out to our leadership team so we can work on this guest's concerns. He also requested our Area Manager call the guest. [redacted]...

sent a meal-for-four card (good for any four main menu items, fountain drinks, and orders of chips and guacamole) (valued at approximately $40) to the guest via [redacted]. The guest wrote back to [redacted] on 4/27/17 asking for the card to be split, but [redacted] hasn't responded to the guest yet due to him being out of the office and the weekend. I'll have [redacted] follow back up with our guest on Monday. Thanks,[redacted]

Initial Business Response /* (1000, 8, 2015/05/28) */
Customer wrote to our online Talk To Us page on Chipotle.com. Comment was received on 5/22/15. That same day, a customer service consultant responded via phone to the customer. An apology and offer was made. The customer's concerns were also...

transferred to restaurant in question directly after the phone interaction.
The customer agreed to accept a Free-Meal-For-Two Card (good for two meals, two orders of chips and guacamole, and two fountain drinks). The card was sent via USPS on 5/23/15.
Customer seemed happy with resolution.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Chipolte has sent the free meal card. The free meal card was misleading.It stated on the card that I would get my meal, drink, and chips. However, I ended up getting charged for chips.
Hopefully my online pickup experience will improve.

Initial Business Response /* (1000, 5, 2015/09/03) */
Dear Revdex.com,
I e-mailed this customer today 9/3/15 and apologized for the long delay in responding to him. I explained what happened with the comment transfer and also apologized for his experience. I reached out to the restaurant he visited...

even though it's been a couple years since the complaint.
I offered to invite him back in with two burrito cards a value approximately $9-$12 worth a piece. I hope to hear back with his postal address to resolve the issue.
Thanks,
[redacted] H.

This guest wrote into our website on 2/20/17. Our Customer Service Consultant escalated the case and our Cash Handling Consultant now has the case. He'll investigate and reach out to the guest for resolution.

I reached out to this guest and apologized that it's taken so long to get him taken care of. I shared his comment with our leadership team so we can look into what happened. I offered to set up a refund or send him five cards for a free bowl, burrito, salad, or order of tacos (valued at...

approximately $50) in the mail. Thanks,[redacted]