ComplaintsforChipotle Mexican Grill

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want to begin that this was my first visit (6/15/24 @ 8:59pm) and the worst experience received by two of this franchise's employees at the ********* (5000B ***********), ** location #*****). I don't believe ****** was the actual cashier and I'm not sure ***** was the actual manager on duty nor do I believe the second female (Hispanic descent who refused to identify herself) is *******************************. These two female employees were rude and argumentative over a $2.20 refund. I inquired about the charges on my order prior to paying. I specifically asked about the ***** that I asked to have on the side with the order taker. I was informed that the cost was on the glass (that I have a picture of reflecting the price of $1.70). I proceeded to complete my order for a total of 3 burrito bowls and I paid $40.53. I discovered that I had been charged $5.60 for ***** instead of $3.40. ***** (who stated she was the **** refused to refund me $2.20, which was the difference in what I was informed of the cost prior to ordering the ***** on the side. Both of these two ladies were disrespectful, unfriendly and lacked a broad appreciation of customer satisfaction and basically didn't care that I had the option of requesting a full refund for my entire order. The unfortunate part regarding this experience was the rudeness displayed. The Hispanic employee was adamant about keeping the 2 small ********** of ***** that she was going to have to trash once I informed her that I wasn't going to pay the price charged and her refusal to refund me $2.20. She had proceeded to tell me that she could serve me $1.70 worth of ***** instead of listening to me as I advised that the front window has a charge of $1.70 with an ounce associated with that charge. Plus, she was advised that when I inquired about the charge I was pointed to the amount on the front glass of the serving line. I couldn't return the entire other since 2 other ppl were waiting on their burrito bowls.

  Business response

  06/27/2024

  We have two different prices for our queso 1.70 (2 oz) for on the entree and 2.80 (4 oz) for a side. 

  She was charged correctly 

  We offered to refund the whole thing but she still took 2 bowls and refunded the queso and a bowl

  She complained online already to chipotle customer support 

  Business response

  07/12/2024

  We have two different prices for our queso 1.70 (2 oz) for on the entree and 2.80 (4 oz) for a side. 

  She was charged correctly 

  We offered to refund the whole thing but she still took 2 bowls and refunded the queso and a bowl

  She complained online already to chipotle customer support 

  Customer response

  07/12/2024

   
  Complaint: 21856871
  
  I am rejecting this response because: the employee that I asked all of the questions to on the serving line NEVER advised of the difference in pricing. She only pointed to the front glass for the price.

  The Other concerns remains was the vigilantly approach taken by the employees at the register.

  I NEVER asked for 4 ounces. I merely asked to have what came on the entree on the side.

  The FACT still remains that the EMPLOYEES were not customer friendly or customer focused.

  The communication breakdown was with the employee who I asked all of the questions to.

  The decision to purchase 2 bowls were because other family members had requested the food.

  The decision to send feedback to corporate has nothing to do with this decision to file a complaint.

  It was misrepresentation on behalf of staff who refused to rectify the issue instead they were rude.

  
  Sincerely,
  
  *****************

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