Chipotle Mexican Grill

Initial Business Response / [redacted] (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 issuedWe apologized to the customer and reached out to the restaurant about his experience on July 8thOn July 8th we offered two free burrito cards (valued at approximately $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 10thOur IT team had difficulty finding the amount of the charge the customer gave usAfter some back and forth, a charge of $was found and refunded to the customer today on 9/9/The customer was called and e-mailed letting him know and apologizing for the delayAn offer of two burrito cards (approximately valued at $a piece) will be offered once the customer responds

I created a case from this guest's concernsWe 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 visitI'll also invite the guest back in to give us another chance Thanks,***

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

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

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 endI'm sorry this guest feels like we ignored his concernsI created a case and escalated it to our Customer Incident teamThey will follow up with our guestThanks,***

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

I reached out to this guest and apologized that it's taken so long to get him taken care ofI shared his comment with our leadership team so we can look into what happenedI 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 mailThanks,***

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 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]

Initial Business Response / [redacted] (1000, 13, 2015/08/07) */ Hi [redacted] , I am so sorry we let you and your wife downWe will work to make sure nothing like this recursIf 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 timeI'll just need your physical address in order to do soPlease feel free to email me directly with that information at [redacted] @chipotle.com All the best, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 15, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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

On 1/12/the guest wrote into the Talk to Us page about needing a refund for her online order placed the same dayUnfortunately, our restaurants are unable to process refunds for online orders since they are prepaidPatrick responded to the guest within two hours and processed a refund for her immediatelyWe let guests know the refund takes about 2-business days, because that's how long it typically takes for their bank to credit their accountsIf the guest doesn't see her refund, she should reach out to her bankThanks,Tara

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

I am just done with this process

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

1/14/After I received this complaint, I made a case in our Salesforce systemI sent the complaint over to our Incident Team to reach out to this guest and research her concerns furtherI sent an e-mail to the guest letting her know that someone from our Incident Team will be calling her for more details Thanks,***

Initial Business Response / [redacted] (1000, 11, 2015/10/06) */ I e-mailed the guest on 10/6/to apologize about her experience and to get the restaurant information, so I could reach out to the teamShe e-mailed me back with that informationI then e-mailed her to let her know that I was reaching out to the leadership team about her commentI offered her a meal-for-two card (valued at approximately $25) to come back in for a better experience Thank you!

Initial Business Response / [redacted] (1000, 6, 2015/05/14) */ Customer wrote to our customer service team on 5/6/Customer Service Coordinator, [redacted] , responded on 5/6/and later spoke with customer on the phoneCustomer 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/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 wellPlease 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 / [redacted] (2000, 8, 2015/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do as long as I receiveI provided a response on 5/and received no response from the businessI sent another reply on 5/with no reply which is why I opened this BB complaintNot to mention that when I first called I was told by the operator I would receive a response the same dayi gathered since there was no response from 5/through 5/with two emails from me I wouldn't be receiving oneAlso on 5/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 / [redacted] (3000, 15, 2015/06/02) */ -----Original Message----- From: [redacted] (mailto: [redacted] ) Sent: Tuesday, June 02, 10: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 weeksToday is two weeks and I have yet to receivePer 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 / [redacted] (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 FedExTracking number: [redacted] Estimated delivery via FedEx website: Monday, June 8th

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 mePlease advise Chipotle the MOD refused the refund and remake of my foodShe advised I come back today for the GM [redacted] to refund usWhen asking my Husband to handle this because I was beyond upset at the managers response and how she smirkedWhen my husband spoke with the GM, [redacted] he denied us our refund alsoI’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 againShe was very rude and condisindingNo one offered a refund or remakeI requested a refund or remakeWhat is upsetting my today is why would she refuse my refund and remake from last night advising I drive more minutes the next day for a refund just to have th GM refuse my husbandThey 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]

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] ***