Chipotle Mexican Grill, Inc

This guest wrote to us on 7/5/17, 7/12/17, 7/13/17, and 7/17/17. Our Customer Service Lead has his case and is working on issuing a refund. We've had difficulty finding the guest's transactions and don't have receipts. The last conversation was on 7/25/17 where the guest gave us his postal address...

to mail a check refund to.  Thanks,[redacted]

There was some miscommunication with our team and this guest's e-mails went unanswered when one of our team members went on vacation. We have fixed this on our end to make sure replies don't slip through the cracks. Becky was able to take over the case and fix this guest's Chiptopia card issues. He...

responded that he was happy with her fix on 8/28/16. Again, we are sorry that this process was so frustrating and we will make sure it doesn't happen again.  Thanks! [redacted]

On 11.24.17, our Customer Service Manager emailed both our Apprentice Team Leader and our Team Leader about our guest's concerns. On 11.25.17, she called and left our ATL a voicemail asking him to call our guest. Today, 11.28.17, I called and left a voicemail for our ATL and TL to give our guest a call directly. Our Field Leaders are busy out in the field helping our restaurants run, but are typically happy to help handle a guest's concern. Our Customer Service team is at our corporate office, and we're taking all the right steps concerning this guest's complaint. Thanks,[redacted]

In order to resend the cards via FedEx, we do need a physical mailing address. Thanks,Tara

Complaint: [redacted]
I am rejecting this response because:
They just gave me a lot of lip service but did not really give me any comfort as to how they will resolve this solutions.  Sincerely,
[redacted]

The guest wrote to us on 6/15/17 about a complaint at one of our restaurants on 6/12/17. Our team responded and apologized for the let down. We shared the guest's comment with our leadership team and Field Leaders and asked for transaction information to provide a refund. The guest was unable to...

share any details of the visit. We let the guest know we'll be happy to take care of his refund if he can provide any information.  The guest wrote back in on 6/21/17 upset about how his first case was handled. He provided a different date of visit as 5/26/17. We responded again that we'd be happy to compensate him for his meals but we did to locate his receipt and we can do that with our security cameras. The guest didn't have any additional information to share for us to locate his transaction.  The first comment said he purchased six meals, the second comment said he purchased four meals. We'll be more than happy to refund him in full if we can get more information for his transaction.

On 11/24/17, this guest wrote his complaint into our website. Our Customer Service manager received his email and responded on 11/25/17. She apologized, reached out to our Field Leaders, and offered to mail him two cards for a free bowl, burrito, salad, or order of tacos (valued at approximately $10...

each). Our guest wasn't happy to hear from our manager and declined the cards. Our manager is working to have this handled by our Field Leadership.  Thanks,[redacted]

On 1/12/18 the guest wrote into the Talk to Us page about needing a refund for her online order placed the same day. Unfortunately, our restaurants are unable to process refunds for online orders since they are prepaid. Patrick responded to the guest within two hours and processed a refund for her...

immediately. We let guests know the refund takes about 2-3 business days, because that's how long it typically takes for their bank to credit their accounts. If the guest doesn't see her refund, she should reach out to her bank. Thanks,Tara

9-25-17 This guest wrote into our Customer Service team about his experience on 9/23/17. Our Customer Service Coordinator, [redacted], reached out via email the same day. She apologized and shared the guest's concerns with our leadership team. She offered to send the guest two cards for a free...

bowl, burrito, salad, or order of tacos (valued at approximately $10 a piece). The guest happily accepted.  Thanks,[redacted]

Complaint: [redacted]
I am rejecting this response because: it's weird since there was NO emails received in my inbox or my spam inbox!
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]

[redacted], our Customer Incident Analyst, spoke with this guest on 8/25/16 at 3:17 p.m. She offered a refund for the guest and also did all the proper follow-up with our restaurant. In her notes the guest will be sending a copy of the receipt to get the refund processed and the guest seemed happy with...

the resolution.  Thanks,[redacted]

I will definitely not visit this Chipotle again. That manager armondo was too rude and hostile. I don' see how you guys stay in business. I will take my business elsewhere. Customer service training should be giving to all the employees. If the manager behaves in a hostile way with a customer over me wanting to get a refund. The store in question is [redacted] area. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

1/14/16 After I received this complaint, I made a case in our Salesforce system. I sent the complaint over to our Incident Team to reach out to this guest and research her concerns further. I sent an e-mail to the guest letting her know that someone from our Incident Team will be calling her...

for more details.  Thanks,[redacted]

1/2/15
This guest wrote the exact same comment into our website customer service. [redacted] called the restaurant and the guest about his experience and has sent him three cards for a free bowl, burrito, salad, or order of tacos (valued at approximately $30). In [redacted]'s notes the guest was happy with...

the customer service.
Thanks!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11090103, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

This guest wrote us on 7/12/17 requesting a gluten-free tortilla. Our Customer Service Coordinator let the guest know on 7/12/17 that we offer a corn tortilla that is gluten-free. After reading through the back and forth, I can see where the confusion came from. Our corn tortillas are taco-sized,...

not burrito-sized like the guest wanted. Our Coordinator did issue a refund for the guest and let him know on 7/24/17 that it was processed.  Thanks,[redacted]

I e-mailed this guest and apologized for the accidental double charge. I let him know that our restaurants aren't able to provide refunds over the phone. I shares his concern with our leadership team and I offered to mail him two meal-for-two cards (good for any two main menu items, fountain drinks,...

and orders of chips and guacamole) to make up for the double charge and to invite him back in.  Thanks,[redacted]

I reached out to the guest and apologized about the incorrect burritos. I shared his comment with our leadership team and asked for the email address used to place the online order, so I can look into this further. I'm waiting to hear back from the guest.

This guest wrote in a similar complaint on 3/23/16 and we made his complaint into an Incident. Our Customer Incident Analyst Mallory called the guest and left a voicemail. The guest hasn't returned her call. I will have Mallory reach back out.  Thanks,Tara