Free Burrito

A couple weeks ago I went to the new Chipotle in DeWitt. The line was ridiculous and barely moved so while I was in line I lodged a complaint on their website.

Lo and behold, a couple days later I get an email apologizing for my experience and a commitment to send me a free-burrito card (12 people were cc’d on this email which I found interesting. You can read the exchange at the end of the post).

I got my free burrito card a couple days ago and returned to Chipotle earlier today. The line and slow service was still there, but their burritos are pretty awesome. I’ve been to several of their establishments in NYC where lines are just as long, but they move quickly. Perhaps they’re still getting the kinks out up here.

Begin forwarded message:

From: PatK...@chipotle.com
Date: October 28, 2010 5:34:42 PM EDT
To: jkit...@gmail.com
Cc: ppet...@chipotle.com, dlo...@chipotle.com, jly...@chipotle.com, rdia...@chipotle.com, dmed...@chipotle.com, aswa...@chipotle.com, awar...@chipotle.com, bbas...@chipotle.com, jst...@chipotle.com, lfre...@chipotle.com, PatK...@chipotle.com, sky...@chipotle.com
Subject: Reply from Chipotle

Joshua,

Thanks for writing in to let us know about this. I am terribly sorry for the poor service on this visit. Our folks should always be attentive and focused on you and your meal to deliver the best experience possible. Excellent customer service should always be a top priority for us. Please allow me to forward this on to the appropriate folks so we can address and fix these issues with our staff.

In the meantime, I would like to send you a free burrito card for your time and trouble. If that’s OK, please send me a mailing address. We’d love to have you back.

Thanks for your patience.
Sincerely,

Pat

Pat Kelly | Marketing Consultant

Chipotle Mexican Grill

From: Joshua Kitlas(jkit...@gmail.com)
Phone Number: 201.760.1895
Store Visited:
Date Visited: 10/27/2010 08:45 AM
Comment Submitted: 10/27/2010 06:46 PM
Visited your DeWitt NY RESTAURANT and waited on line for -\+ 30 minutes. Terrible service. Staff was walking around looking at the ceiling as if there weren’t 29 others in line with me.