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Chipotle serves the product in two ways
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You can either have a bowl, which there doesn't seem to be any issues with
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but the original and the most in-demand product is a burrito. The problem is that Chipotle burritos don't look and feel like burritos anymore
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I've been a customer of Chipotle pretty much ever since they opened
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I've been a fan and I enjoyed their product, except that things are sliding down and it's
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really not what it used to be. Just to give you my background, I'm originally from San Francisco where I lived most of my life
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What we know in America is a burrito today. Pretty much, even though it's Mexican food, the way we know burritos originated in San Francisco, most importantly in the Mission District
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So I've eaten there many, many times. I used to take my kids over there
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It's always been an efficient, fast, healthy, and relatively affordable meal. So I've been going to Chipotle in San Francisco, New York, and currently in San Antonio, where I live
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The problem now with Chipotle is things have changed significantly. Obviously, the company grew. Their stock is, even though with the market going down near its all-time high, the lines are out to the door
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So when things are like that, they don't seem to care anymore because they figure people are going to come anyhow
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So starting with my complaint the burrito is supposed to look like a burrito The Chipotle burrito now they probably should change the name
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They should call it ball-lito, like in a ball, because instead of getting a normal-shaped burrito
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you get a ball shape that's just slapped together, and the reason for it is twofold
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Number one is they have a high turnover, and there is no training
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The other main reason is human nature usually likes to do the easy work, not to do the detail
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So in order to make a burrito look like a burrito, they have to pick it up and balance it and then roll it
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If I can move the camera now, I'm going to show you two photos
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First, I'm going to show you a photo what Wikipedia makes a burrito look like
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And it is something like this. Can you see it? And this is what they make their burrito look like on their website
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This is Chipotle's website. It's long, thin, so people can eat it
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Now, the burrito that you get today, you basically get a bowl. You take one bite into it, and it completely falls apart
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and you cannot eat it. And again, when you eat a burrito, you want to start eating at the top and
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work your way down to eat it in a normal way, like in a layer. That is now impossible. I actually
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called burrito management in the last few days, and I demanded refund for my last two burritos
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because I told them they were not edible. And they refunded me the money for two burritos
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In addition to all of that, they have become a little bit very stingy with the protein portion
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So you get a lot of rice you get a lot of beans you get a lot of everything else But when it comes to the protein they are very very stingy with it And the amount of protein in a big burrito that you can pay up to for is maybe 30 cents worth
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of meat. Now, if you tell the preparer that that is not enough protein, some of them would make a
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face, some will take their ladle and throw a little bit more. And in some cases, they say
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would you like a double portion? So if you do say you want a double portion
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they're going to charge you an extra $3.35 for just a few more pieces of chicken, which is what
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i usually get and now the burrito can cost 14 dollars uh which is uh you know as much as a
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meal in a restaurant so basically i've been a fan of chipotle they are organic and uh most things
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are good about them except that they are not what they used to be anymore uh you're not getting what
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you used to get. And again, most importantly, maybe they should go on a campaign and change
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their name to bolitos because they give you a little slapped together ball that you're supposed
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to eat. Maybe that'll be another marketing technique for them. However, I will not accept
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the product the way it is. When I go in person, I make sure they make it right, whether they like
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it or not. But many times when I ordered it on my app and I come to pick it up, I get a ball
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I go home with a ball. So this is my comment about Chipotle. The problem is, is they really
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don't have any competition. There is no major chain that competes with them
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The only other way to get burrito is in small mom and pop shops all over the country
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And they all make it really right because they know what a burrito is supposed to be My main goal is that I am frustrated because when you like a product of any company and you become a consumer of that particular product you like to see consistency
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and you don't like to be disappointed. I still like to eat my burrito because, as I said
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It's a relatively healthy, balanced meal that you can eat on the run or take it to go
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And I simply don't have a lot of alternatives. And I am really frustrated that they are delivering an inferior product and it doesn't seem to being changed
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because, as I said, you know, when the lines are all the way to the door
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and the stock is all the way up there, they simply don't care
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I contacted the company. I talked to one representative that was somewhat high end, not just lower management
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and she completely agreed with everything I said. So what I told her is, what are you going to do about it
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And she said that she's going to discuss it with management. Do I expect immediate results
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Not really, but I hope I'd be surprised. It's all about training their employees, which they don't do
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Well, if this interview will get some tracking and enough people will see it, and anybody who does like a burrito will know that they're not getting a burrito
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They're getting a bolito. And for people who like bolitos, they're going to be very happy with it
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I just hope that enough people are going to complain about it if they care, and maybe Chipotle is going to do something about it
