Yesterday, we placed an online order around 9pm. Upon returning home, we found pico, corn salsa, sour cream, and guacamole (which we were charged for) missing.
We drove back and spoke with an employee, that told us they had run out of the items and there was nothing that could be done. I fully understand that the restaurant may get busy, and they could have run out of multiple ingredients, but a courtesy call or notification informing us that the 3 bowls, 1 burrito, and quesadilla would be missing several ingredients would have been greatly appreciated. Maybe we could have requested alternatives like veggies.
When we asked to speak with a manager, the employee shouted for Allen, but a young-looking kid came to the window and identified himself as the night manager, named Soto. The kid looked about 16/17 years old, but I wasn't going to ask for ID. After speaking with Soto the way he presented himself made it clear to me that he didn't hold a manager title. He was unable to offer any immediate resolution and told us to return the following day. Suspicious of the boy at the window, I requested to speak with Allen, but was informed that he was too busy to come to the window. At this point, we were left feeling as though our concerns weren't being taken seriously.
This wasn't a small order--it was for five meals, $92 in total, and each meal was missing items. The lack of proper communication, as well as the absence of a concrete solution, has left us very dissatisfied with our experience. I understand that the team may be new and still getting the hang of things, but I expected better customer service or a genuine effort to resolve the issue.
The following day, I returned to speak with Henry, the manager on duty, he informed me that there was no one there named Soto and that he was not, in fact, a manager. As I conversed with Henry, an employee overheard the part about "Soto" impersonating a manager and laughed while nodding his head, saying, Oh yeah, yeah, as he recalled the incident. Soto had told me to come in the following day to speak with the day manager and assured me he would pass along the information, which ultimately wasn't done.
Had Allen for a moment spoke with me, he could have informed me that a refund can't be processed in person, as the order was placed online. This would have saved me the 3rd trip to Chipotle.
I avoid posting, as I prefer not to make a bigger deal of things, but this situation felt particularly disrespectful. The only positive in this whole ordeal is Henry, the GM. He seemed to display some embarrassment for his staff and apologized multiple times. He also provided me with the number of whom I should contact to handle the refund. read more