I make this post as the request of my wife. She is a chipotle OG- she worked in the original chipotle and interned at HQ in Denver She had Mariano’s she could eat chipotle every day- yet I don’t know if it’s the specific Chipotle near us or what, but the food quality is so unreliable and varied. But after years of mixed experiences we decided to end our app ordering delivery relationship today. It is SO hard to get a refund. We ordered a steak burrito, chicken bowl, chips /salsa. Now our food was cold but hardly can blame the restaurant for that- it’s a risk of doing delivery. But our chips were easily a day old, and the guac completely discolored as if it’s been sitting for the entire day (despite us ordering at 11AM)…I’m sure this subreddit knows that fresh chips are unmatched, older chips are disappointing but expected, but day old chips is just inedible . Anyways to get a refund this was the steps I had to take (and granted a lot of the steps was because I didn’t realize the easy steps wouldn’t work): I put a low quality star rating on the food. Expecting some type of help menu- nope. I went to the Pepper AI or whatever and said food quality problem- after submitting it just said “we have reported your experience to the restaurant and our apologies. This chat is now closed” So then I went back to AI and typed “refund request”. The same prompts and responses came back, no refund or next steps to get one. So I called the restaurant direct, went through the forced AI again, finally got ahold of someone at the restaurant. They said any refunds you have to call 1800CHIPOTLE. Ok so I called that, went through that AI prompts again…finally talked to someone. Explained how the chips and guav were inedible and needed a refund….the agent said “sorry, we put a free chips and guac on your account”…I had to interrupt and say”to clarify we want a refund not a free offer”.finally the agent said no problem and gave us a refund. Why would I ever order delivery again when I can use DoorDash and when an issue happens they ask for a picture and immediately give you a refund- sometimes more than you ask for. Fuck you chipotle and your bad customer service. The rep should have given both a refund and given the free offer if you wanted us to stay as customers. No one is ordering just chips and guac, so yes I get giving us that for free is a way to get us to order again; but not after not giving us a refund. So congrats our $56 order that took 30 minutes of me working to get $11 has now lost you a long term customer. …I was told to post this complaint because I got rid of my other socials and my wife wanted chipotle to know how betrayed she felt as a long term customer and fab   submitted by   /u/socool111 [link]   [comments]