Chipotle Management Team - Store #2731 review: Address my concern and contact me.

On Jan. 1, 2023 I placed the following order from the Chipotle Store #2731 through the Chipotle app:

-2 orders of chips and salsa

-3 steak tacos

-3 chicken tacos

My daughter picked it up and brought it home. When the order arrived, the quality was awful. The chicken and steak were only hard gristle and the chips were a soggy mess - not one crispy chip. I can't even understand how the employee bagged the items.

I called the location and spoke to the General Manager (GM), Cody. He advised me that he had been having quality issues all day because several employees didn't show up for work (most likely from celebrating the New Year the night before). GM Cody explained he was new and would need the help of the GM that was training him to resolve the situation. After sitting on the phone for over 30 min. while they discussed how to do a return, etc., GM Cody told me that I could either come back in right away and they would remake my order OR I could come in another day for them to remake it. I live approximately 20 min. away, so I chose the latter. He even took my name, phone number and order information for future reference. GM Cody said all I needed to do was ask for him.

On Jan. 4, I went into the location and asked for GM Cody so I could have my order remade. GM Cody wasn't in the store, so I spoke to GM Desmond instead. After explaining the situation, GM Desmond claimed that the store policy would only allow him to remake two of my entrees (after speaking to Chipotle Corporate, they admitted that this isn't true). I explained that this wasn't acceptable to me. I had driven all that way and GM Cody had promised a replacement. GM Desmond's response was, "I trump Cody and can offer you two entrees or nothing." I was extremely embarrassed for the employees that were nearby. GM Desmond displayed terrible leadership skills and consistently mentioned that he "trumps everyone there."

I responded to GM Desmond that this decision was poor customer service. I reluctantly agreed to have him make two of the entrees and advised I would address the rest of my order issues with Chipotle Corporate. As soon as I mentioned calling the Corporate office, GM Desmond changed his mind and said he wouldn't remake anything for me. He stated that if I am going to complain about him then he doesn't want to help me.

At the time I didn't even know GM Desmond's name. I asked him for his name, the name of his superior, contact information for his superior, etc... all of which he responded, "I don't have to tell you any of that and am not going to if you want to complain." Again, poor customer service that I think Chipotle would be embarrassed about.

I left the store that day with nothing - no food (which had already been paid for), no contact info, etc. All I had was the store number, #2731. We have another Chipotle location nearby which clearly would have the same leadership team (District Manager, Regional Manager, etc.), so I called that store to get information. I spoke to that store's GM, Ryan, who advised me that the way I was treated was unacceptable. GM Ryan stated that he was previously a Regional Manager and stated this is the kind of situation a Regional Manager would want to know and talk to me about. GM Ryan couldn't give me the contact information for their supervisor (District Manager, Regional Manager, etc.), but he did state he would reach out and ask GM Desmond's supervisor, Casey, to give me a call.

I waited until Jan. 5 and still hadn't received a call from Casey, so I contacted Chipotle Corporate and explained the situation. They refunded my original order and gave me a free chips and guacamole for my trouble, but that doesn't address the issue of poor customer service and harassment I felt in that store. The Customer Service Representative gave me a claim number (#[protected]) and said he would escalate the concern and request someone in upper management to give me a call.

Today is Jan. 13 and I still have not heard from anyone, so I called Chipotle Corporate again. The new Customer Service Representative I spoke to said they would put in another request to have someone contact me, but that they don't have a way to hold individuals accountable. Apparently, a customer can make a complaint with Chipotle, but there is no guarantee of resolution.

This is where I need your help. GM Desmond was clearly just wanting to flaunt his power in front of his colleagues. If I were a man, I think he would've spoken very differently to me. Instead, he was rude and condescending. I would like this addressed because I felt threatened and am uncomfortable with returning to that location. I also want to ensure he can't treat another customer this way.

Thank you!