Chipotle…taking care of their customers

Sean, Caleb and I went to the Chipotle in Queen Creek on Saturday to find a line packed with people.  It wasn’t that the service to get the food was slow, but that the restaurant was experiencing some technical difficulties…the register was down completely.  They had resorted to doing credit card transactions the old fashioned way – with carbon copy slips.

Being the coupon queen I am, I received a buy one, get one coup in the mail.  Good advertising on their part.

As we made our way through the line (one order of barbacoa tacos for Sean, a chicken burrito for me and a cheese quesadilla for Caleb, and a couple drinks) we approached the cashier who looked as frazzled as can be.  You could tell she was breaking a sweat with our order.  Not only did I have a coupon, but I was paying with my debit card.

She had to itemize everything we ordered by looking off a sheet that included the tax for all items.  Total bill came to $17.84.  I corrected her and told her we had a buy one, get one and she corrected it on her end by crossing things off the receipt.  New total…$10.49.  Much better.

Two days later, I checked my bank statement and saw I was charged the original $17.84.  I called the restaurant to let the owner know about the mix-up and was happily surprised when the owner, Sandee, answered, apologized and offered to give us two free meals next time we were in.  No questions asked.  Plus, I explained to her that her employee did a good job on her own holding down the “cash register” fort with the long line of people waiting on her.  Talk about stress!  She commended her employee and was going to give her kudos.

I’ve had some bad customer experiences in my day, but Chipotle really came through.  Yeah, overcharged, but made up for it twice!  Now that’s what I call good service…and darn good burritos.

www.chipotle.com

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