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Thursday, May 05, 2011
Lip service on Facebook shows rogue restaurants or managers, and is more annoying than the initial problem
Today I returned to Chipotle on Sunset in West Hollywood. Upon asking for the quesadilla with tomato salsa cooked inside, I was told no. A manager, Humberto Rosales, Apprentice, was summoned. He told me emphatically, "We are not going to do that. We WILL NOT do that." He also said that he had been with Chipotle for 4 years, knew what was going on, and that no matter what I said, my request was "NOT going to happen." He then basically dismissed or turned away from me, even when I referenced this communication on Facebook.
At this point, what bothers me more than being unable to get the stupid quesadilla, is the attitude of management and staff at the restaurant. This is not a customer service attitude, but one of total disdain for the customer. Emphatically denying a customer ANYTHING as the FIRST course of action is ridiculous.
Further, to be promised by Joe, representing Chipotle on Facebook, that things would be taken care of, almost a month ago, and still it is not resolved, shows that the Facebook representatives either have no clue what is going on, or, what they say is meaningless.
I would like to hear from the office of the president at Chipotle about what will be done to resolve this situation, or someone with authority to make and implement a policy that will guide this issue.
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