Chipotle Mexican Grill

The guest wrote to us on 2/13/about our crew refusing to make enchilada style burritos and that the burritos were cold [redacted] responded on 2/14/and apologized for his experienceShe informed him that we don't serve enchilada style burritos as a main menu item, but we should be accommodating to special requestsShe 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 $a piece) The guest responded on 2/15/and was upset because he felt [redacted] didn't listen to his or understand his original complaint and provided his postal addressOn 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 preparedShe 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/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/

1/5/ This guest wrote the same complaint to us through our Talk to Us page on chipotle.comBecky responded and apologized for his experience and followed up with the teamShe 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI do believe she should have reached out if she did in fact get a returned checkI had no idea that she was sending anything because of her lack of responseI would've happily provided the correct address Regards, [redacted]

This guest wrote to us about his concern on 2/21/ [redacted] responded the same day asking for transaction information, so we could follow up with our leadership teamOn 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 receiptOn 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 oneOn 3/6/18, [redacted] responded to the guest asking for transaction information to process a refund, but the guest hasn't responded back yetThanks,***

This guest wrote in the same complaint to our Talk to Us page on [redacted] emailed the guest back on the same day and apologized for the confusionHe shared the guest's concerns with our management team and offered to send a replacement free catering-for-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 itThe guest hasn't responded to [redacted] with a mailing address yet

I created a case from this guest's complaint and escalated it to our Customer Incident team for further reviewThe guest will receive a phone call todayThanks

Initial Business Response / [redacted] (1000, 8, 2015/05/28) */ Customer wrote to our online Talk To Us page on Chipotle.comComment was received on 5/22/That same day, a customer service consultant responded via phone to the customerAn apology and offer was madeThe 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/ Customer seemed happy with resolution Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Chipolte has sent the free meal cardThe free meal card was misleading.It stated on the card that I would get my meal, drink, and chipsHowever, I ended up getting charged for chips Hopefully my online pickup experience will improve

[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 aboutI don't see a reply from ***, but I'll have [redacted] reach out and call her Thanks,***

1/2/ 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 ***'s notes the guest was happy with the customer service Thanks!

I will definitely not visit this Chipotle againThat manager armondo was too rude and hostileI don' see how you guys stay in businessI will take my business elsewhereCustomer service training should be giving to all the employeesIf the manager behaves in a hostile way with a customer over me wanting to get a refundThe store in question is [redacted] areaComplaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

9-25-This guest wrote into our Customer Service team about his experience on 9/23/Our Customer Service Coordinator, [redacted] , reached out via email the same dayShe apologized and shared the guest's concerns with our leadership teamShe offered to send the guest two cards for a free bowl, burrito, salad, or order of tacos (valued at approximately $a piece)The guest happily accepted Thanks,***

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]

I went to the Chipotle at [redacted] on oder number:***, host Tanasia and had the worst experience the workers were so rude I ordered a quesadilla all she put on it was steakI tired telling her that st other locations that make it with differently but she just gave me an attitudeAnd to top it off she did not even cut to quesdillaAll I had was steak and a tortillaI am strongly dissatisfied with the service and meal I received

This guest wrote into our Customer Service team on 12/8/ [redacted] received his case and replied to the guest via the email address provided on 12/8/He also shared the guest's concerns with our restaurant leadership teamThe email [redacted] sent to our guest was undeliverable due to the email address not existingThe guest only provided ###-###-#### as a phone number, so [redacted] was unable to callI will update the guest's email address and resend ***'s original emailThanks,***

On 11/24/17, this guest wrote his complaint into our websiteOur Customer Service manager received his email and responded on 11/25/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 $ each)Our guest wasn't happy to hear from our manager and declined the cardsOur manager is working to have this handled by our Field Leadership Thanks,***

[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,***

1/20/I responded to this guest and let her know that the $burrito article going around is a hoax and not something we created or are honoringI 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

I reached out to the guest and apologized about the incorrect burritosI 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 furtherI'm waiting to hear back from the guest

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] ***

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