To set the stage for our story, it was a very very bad day. A very long, and very difficult day. One I thought would soon be coming to an end with a delicious smoked brisket bowl and some quiet time on the couch before bed. Boy was I wrong. I placed my order through the app for a smoked brisket burrito bowl and a large fountain drink and headed to my car to start the all of 3 minute drive to the Chipotle down the street. I arrived early, and my bowl hadn't been made yet, so I stood off to the side to wait. As I did, I noticed the employee at the counter telling all of the customers that they were out of brisket. I thought that was a bummer and wondered how they would handle my bowl. As I'm deciding if I should say something I see an employee walk up to the ingredients, and with a bare hand, grab a hand full of the carne asada and throw it into one of their burrito bowl tins. He then heads to the back of the kitchen and grabs a bag of sauce and brings it back to the bowl of beef sitting on the counter. At this point, I'm pretty sure of what I'm seeing, but I'm really hoping I'm wrong. The employee dumps the bag of sauce into the tin and swirls it around before dumping most of the sauce and half of the beef into a near by garbage can, then proceeded to make my bowl with this new beef mixture he had made. I waited until it was bagged up with my name on it before I asked another employee if they were out of brisket. When he answered yes, I asked what the other guy had just put on my bowl then. Another employee proceeds to tell me "It's not that deep" and that they are just doing me a favor because it's basically the same thing. After a discussion about how I would have been open to substitutions, but trying to lie and sneak something past me wasn't alright, I left without accepting my order. Now on to trying to get my money back! AI chat attempt 1 at roughly 9:30pm: My first attempt at getting a refund went exactly how I'd hope no customer service interaction ever would. I followed all of the prompts and in the end was just told my meal was ineligible for a refund and the chat was ended immediately by the AI. AI chat attempt 2 at roughly 10pm: This round, I got the AI to acknowledge that the order was incorrect. But as soon as it asked if the brisket was the only thing wrong and I said no, The AI ended the chat suddenly again. AI chat attempt 3 at roughly 10:15pm: This time I decided to skip the AI and get to an agent. after the third time asking, the bot tried to connect me to a person. After AN HOUR of waiting, the AI decided to abruptly end the chat again. AI chat attempt 4 at roughly 11:30pm: Again, skipped straight to trying to talk to a person. I was waiting for around 45 minutes before an agent finally came on. When they did they put up a copy and paste script about reviewing the issue. About 10 minutes later put up another copy and paste script that said they would contact the restaurant and email me with their best solution. Then before there was any opportunity to reply, the agent ended the chat. At this point I'm too tired and just want to go to sleep. So I do and decide to resume this battle in the morning. AI chat attempt 5 at roughly 9:30am: Again, skip to agent. Along the way trying to skip to the agent, the AI asked a slightly different question about the experience than it had before so I answered the question. The AI took this chance to give me 2 free drink vouchers and end the chat. AI chat attempt 6 at roughly 10am: Attempt to get to talk to an agent again, As the AI is asking a couple questions to pass along to the agent, it decides this issue has already been resolved and closes the chat. AI chat attempt 7 at roughly 10:15am: Attempt to go around the AI and get to an agent again. The AI says it's connecting me to an agent. Over an hour later still nothing so I refresh the chat. AI chat attempt 7.5 at roughly 11:30am: After refreshing the chat, by some miracle it didn't make me start over and did eventually connect me to an agent that did finally want to know what happened and refunded me the money. But they were sure to take back those 2 free drink vouchers... Another A+ dining experience from Chipotle.   submitted by   /u/weasel_mullet [link]   [comments]