Chipotle Mexican Grill — Restaurant in Moline

I am writing to you regarding a recent experience I had at the Chipotle location in Moline, IL on the evening of January 24, 2023, between 6:15 pm and 6:45 pm.

I want to start by saying that I have been a regular customer at Chipotle and have always appreciated the healthy options your establishment provides. However, my recent visit was quite unpleasant, and I feel it is important to bring it to your attention.

Upon arriving at the counter, I explained to the staff that I have celiac disease, a medical condition that requires certain accommodations to avoid cross-contamination. I requested fresh ingredients, new spoons, and a change of gloves, similar to the precautions taken for a gluten allergy. Initially, the staff was accommodating and began fulfilling my request.

Unfortunately, the situation took a turn when one staff member, whom I have attached a photo of for reference, engaged in an argument with me down the line. She insisted that they were not required to switch spoons or provide fresh ingredients for a "gluten allergy." Despite my attempts to explain my medical condition and the importance of these accommodations, she argued otherwise and eventually agreed to do it as a one-time exception. She also refused to provide her name, stating that she was not legally obligated to do so.

I want to highlight that the gentleman working the register intervened and assured me that he would take care of my order for the remainder of my visit. He suggested calling ahead in the future for such requests, but I expressed my willingness to wait and observe the process. I understand the challenges associated with handling allergens in a fast-food environment but believe that education and understanding can go a long way in ensuring a positive experience for customers with specific dietary needs.

The incident left me feeling disappointed and concerned about the lack of courtesy demonstrated by this particular staff member. I hope that she was just having a bad night, but her actions were distressing, and I felt compelled to bring it to your attention. As someone with limited dining options due to my condition, I choose Chipotle because it has been a reliable and safe choice for me.

I want to acknowledge the rest of the crew who went above and beyond to make me feel like a valued customer. Despite this isolated incident, I appreciate the efforts of your team to provide excellent service.

I understand that there may be a brief training video on gluten precautions, but I wanted to emphasize that certain aspects, such as cross-contamination of spoons touching tortillas and then being placed back in the same food bins, may not be adequately addressed. I believe that fostering a culture of understanding and empathy among your staff can greatly enhance the overall customer experience.

Understanding of my rankings: Food - Good Service - The one individual circled in the photo was rude, snide, and unprofessional. Would have received 0 stars if it weren't for her co-workers who stepped in and assisted me. Atmosphere - Would have been 4 stars but I could hear her talking to her co-workers in the back, etc. while I...

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