I had an issue there. I contacted corporate since it is difficult to get ahold of people there.
Background: I ordered four bowls around closing time and they included chicken. When I got there the chicken was fresh and just put on the line. The portions were great and the speed was good for four orders and some business. I got the surprise that the chicken was undercooked, badly to the point it was cold and slimy. This happens but with the E.Coli scare and other problems I was shocked. What made it worse was the corporate people saying that they aren't going to do something when raw chicken is found. Long story short I am a scientist in the medical field and I can think of many issues there. So I got raw chicken here, I will never go back.
I also mentioned that they were mixing the rice at another location with bare hands after dealing with the meat at the grill.
Andrea Ladies and Gents from Corporate.
Eric,
I can't speak to what other customer service teams do, but I can speak to how things work at Chipotle. Not only does the restaurant leadership (including the Field Leaders for the area) receive an exact copy of your concerns, and we do take them seriously, but we also use these comments in restaurant audits to help identify repeat concerns. However, for your concerns with not wearing gloves while mixing rice, though our standards for cleanliness are higher than ever, our focus is on strict hand washing and gloves are not required while rinsing or mixing rice.
Anything less than well done chicken is not okay, and we certainly don't need you to provide any proof for us to dig into this. However, a refund does require a receipt. I do want to assure you that as part or our new procedures that have been put in place, our teams are frequently testing the temperatures of ingredients on our line. And the number of cold ingredients you order can really bring down the overall temperature of your hotter ingredients. But we'll continue to review your concerns and will work to ensure all of our high standards for perfectly cooked, perfectly safe, ingredients are in place.
Sincerely,
Andrea
Raw Chicken; salmonella and E.Coli = bad time for Eric