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Chipotle Compliment - A Bad Situation Turned Good - Correcting a mistake
Correcting a mistake - Compliment
After the overly stressful day I had in cyberspace and in real life, I did not feel like cooking on Thursday. So, I ordered Chipotle for my husband and Noodles and Co. for myself. Noodles was great, as usual. Here's the email I ended up sending to Chipotle regarding my experience there...
I am extremely disappointed in the service I received at the Algonquin store this evening. My husband and I adore your burritos and chips and salsa, but after tonight's events, I may have to rethink my preferences. I placed an order online for pickup at 5:25pm. I arrived at the store at 5:27 pm (according to my watch). When I arrived, I went to the register and asked for my order. The cashier looked to the wall where the tickets were posted and called for another employee while they hurriedly made my order. When they bagged my food, they tried to ring up the order when I informed them that I had already paid when I ordered online. I then asked for the extra salsa that I had requested in the order and asked why the order wasn't ready when I arrived. They gave the excuse that they like to have it fresh and hot. While I appreciate their concern for the quality of the food, I informed them that the point of ordering ahead is for the food to be ready when the customer arrives. If I was concerned about how hot my food was, I would order it when I arrived at the store. I asked to speak with the manager. When the manager came out, he apologized but gave the same excuse about having the food hot and fresh. At this point, I had to ask twice more for my extra salsa. When they finally gave it to me, I left. When I arrived home and started to eat my chips and salsa. I noticed that the salsa tasted as though the tomatoes were rotten! This has to have been the worst experience I have ever had in one of your stores and I think it will be a long time before I set foot in it again. I work too hard for my money to throw it away on rotten food and terrible service.
Here's their reply...
Thank you for taking the time to share your experience. I am sorry that your online order with our Algonquin restaurant on Thursday was not ready for you at the specified time. Online ordering is a convenient option designed for customers who would rather bypass the wait in line. Therefore, you should never have to wait for your order to be made upon arrival. I can also imagine your frustration with having our team make excuses for your order not being ready on time, along with having to request several times for your salsa. Additionally, our salsa should never taste rotten, as it is make fresh, twice daily. I will communicate these issues with the folks who oversee this location and make sure that our online orders are being completed by the designated time and that we are serving simply the freshest ingredients.
I would like redeem your order by sending you a couple free burrito cards and a free chip & guac card (good for salsa too). Simply send me your mailing address and I will get those out to you shortly. Rest assured, your feedback and satisfaction is important to us, and your next order will be top-notch!
Thanks for your patience.
See? That's how customer service is supposed to be! Some of the businesses we complain about here should take note.
***Update 9/11/10***
Chipotle has not send me the promised cards. See my next review with this company.
I am extremely disappointed in the service I received at the Algonquin store this evening. My husband and I adore your burritos and chips and salsa, but after tonight's events, I may have to rethink my preferences. I placed an order online for pickup at 5:25pm. I arrived at the store at 5:27 pm (according to my watch). When I arrived, I went to the register and asked for my order. The cashier looked to the wall where the tickets were posted and called for another employee while they hurriedly made my order. When they bagged my food, they tried to ring up the order when I informed them that I had already paid when I ordered online. I then asked for the extra salsa that I had requested in the order and asked why the order wasn't ready when I arrived. They gave the excuse that they like to have it fresh and hot. While I appreciate their concern for the quality of the food, I informed them that the point of ordering ahead is for the food to be ready when the customer arrives. If I was concerned about how hot my food was, I would order it when I arrived at the store. I asked to speak with the manager. When the manager came out, he apologized but gave the same excuse about having the food hot and fresh. At this point, I had to ask twice more for my extra salsa. When they finally gave it to me, I left. When I arrived home and started to eat my chips and salsa. I noticed that the salsa tasted as though the tomatoes were rotten! This has to have been the worst experience I have ever had in one of your stores and I think it will be a long time before I set foot in it again. I work too hard for my money to throw it away on rotten food and terrible service.
Here's their reply...
Thank you for taking the time to share your experience. I am sorry that your online order with our Algonquin restaurant on Thursday was not ready for you at the specified time. Online ordering is a convenient option designed for customers who would rather bypass the wait in line. Therefore, you should never have to wait for your order to be made upon arrival. I can also imagine your frustration with having our team make excuses for your order not being ready on time, along with having to request several times for your salsa. Additionally, our salsa should never taste rotten, as it is make fresh, twice daily. I will communicate these issues with the folks who oversee this location and make sure that our online orders are being completed by the designated time and that we are serving simply the freshest ingredients.
I would like redeem your order by sending you a couple free burrito cards and a free chip & guac card (good for salsa too). Simply send me your mailing address and I will get those out to you shortly. Rest assured, your feedback and satisfaction is important to us, and your next order will be top-notch!
Thanks for your patience.
See? That's how customer service is supposed to be! Some of the businesses we complain about here should take note.
***Update 9/11/10***
Chipotle has not send me the promised cards. See my next review with this company.
Comments:
Posted by Wally86 on 2010-08-21:
I love eating at chipotle one of my fave Burrito places. Glad Chipotle made things right.
Posted by clutzycook on 2010-08-21:
Me too, wally. I haven't eaten there much this summer since I've been on WW, but with free burrito cards coming (hopefully), I might have to have a "naughty eating day" and have one :).
Posted by Wally86 on 2010-08-21:
The Burritos are huge and filling. I dunno why they charge almost 2 bucks for some Guac or salasa though.
Posted by Alain on 2010-08-22:
Great to see a problem corrected as it should be, Clutzy!
Posted by Ytropious on 2010-08-22:
Wow, a COUPLE of free burritos, that's good stuff!
Posted by raven2010 on 2010-08-22:
Glad to see good customer service is a focus of this place. I LOVE their burritos.
And I agree, why order ahead if they are gonna wait until you get there to make the food??
And I agree, why order ahead if they are gonna wait until you get there to make the food??
Posted by clutzycook on 2010-08-22:
That's what I was trying to explain to them, raven. I don't know if there was a language or an intelligence barrier in place there, but after the day I had on Thursday, I was in no mood to break it down into small syllables for them.
Posted by Alain on 2010-09-12:
They promised the cards. Time for them to deliver.
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