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| - When I visited this Chipotle most recently, it was lunchtime and the staff seemed stressed. There was a very large fax order and the crew was trying to get that order made, as well as tend to the long line of people. I had to wait for a while, and even when I was first in line (and waiting for the fax burritos to be made) no one greeted me, or apologized for the delay. They ignored the lengthening line as they made the fax order.
When they were able to start my tacos, I noticed that all the food looked fine, really delicious, but I thought that the portion size of the meat was less than usual. I eat at a Chipotle at least once a week, and most frequently I have been a customer of the West Lafayette, Indiana or Valparaiso, Indiana stores. I used to live a half-block from the West Lafayette store, so for close to a year it was probably my favorite place to run out to eat. So, I think I know what the portion size should look like. I assumed that the workers were rushing and not being careful, so I spoke up and asked for the right portion size because what I was given looked "short."
The crew member got defensive and said that if I wanted more, I would be charged for double meat. I didn't want, nor ask for, double meat, just the right or "usual" portion size. He then said he had to ask his manager.
The manager agreed to give me slightly more (which was probably getting close to the right amount), which could have resolved the problem entirely if she had done so with a smile.
But instead, she had to "be right" and she verbally pointed out to me that the way my tacos had originally been served was correct and that I was wrong for saying it wasn't. She even said something about the number of ounces it is supposed to be (but she didn't have any way to really measure this other than eyeballing it.)
All I wanted was probably 25 or 50 cents of ingredients to make it right (and the ingredients I didn't select, like cheese and sour cream, would have made up the cost to the company, on the whole.)
So instead of delighting me with a smile and a quick resolution to this issue, the manager made a choice to verbally argue with me (after I had waited a good 5-10 minutes in line), and leave me displeased with both the food and especially the customer service.
Chipotle, you're supposed to leave the customer relaxed, happy, and satisfied -- not upset.
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