Has anyone ever ordered a "secret" menu item on a chain restaurant mystery shop?

Some shops have more stringent requirements than others- like McDonalds only allowing certain food items, but I think Chipotle, for instance, gives a lot more latitude. I've been considering ordering something like the "Quesarito" (http://hackthemenu.com/chipotle/secret-menu/quesarito/) to change things up but I'm wondering if anyone has any experience getting berated by an editor or scheduler for doing something like that.

Create an Account or Log In

Membership is free. Simply choose your username, type in your email address, and choose a password. You immediately get full access to the forum.

Already a member? Log In.

Unless Chipotle has changed their requirements in your area, or they are different from mine, that item would disqualify the whole shop, as I read it. You could ADD it to the required selection (which can come from a broad list), but it is not on the list. "Berated'? Nope. Shop rejected? Probably.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.
I figured it'd count as a burrito, which I'm allowed to order, but I know editors don't really have much patience for semantics.
It's my opinion, although I could be wrong, that the Chipotle guidelines mean to order what the items listed. The list is pretty specific. A quesarito is very different from a burrito. I would not order a Quesarito on a shop.

Unless any shop guidelines said I could choose what I wanted, I would stay far away from secret menu items. I would be concerned that any manager, not necessarily just at Chipotle, could argue that ordering a secret menu item increased the service time.
Chipotle isn't really very interested in service time though. There's just a single question and it's in whole minutes. I think it depends on how it's rung up, try one sometime when you're not on a shop and see if it rings up as a burrito with other additions. If it does my guess is you'll be ok.

There are reasons that a body stays in motion
At the moment only demons come to mind
From my experience with the airport locations, it may ring up as "open food." in which case you would be SOL.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.
I follow all of the guidelines and instructions. There is no reason to ever try and do something outside the scope for personal reasons. Stick to the script.

My posts are solely based on my opinions and for my entertainment, contact a professional if you need real advice.

When you get in debt you become a slave. - Andrew Jackson
Wait, what? A "Quesorito" is still a burrito... The main difference is that they melt the cheese for you first...

From my history of ordering this item, I was not charged extra for this and there were no issues ordering this with the MSC / Chipotle.

You'd just need to make sure you don't penalize (but still summarize in your "2 paragraph summary"winking smiley the crew if they ask you to allow other customers to go ahead of you while your tortilla and cheese is being prepared.

If you still have any heartache on this, just ask your scheduler. The one for my state is extremely responsive and helpful with clarification questions like this.

Shopping the Greater Denver Area, Colorado Springs and in-between in Colorado. 30 year old male and willing to travel! Badged for Denver International Airport.
@allara wrote:

Which mystery shop has Chipotle shops?

Forum rules forbid us from revealing the MSC for clients and vice versa.

However, this MSC is very open to letting everyone know that Chipotle's their client. A simple Google search will lead you directly to them.

I know one of the schedulers from the MSC posts here too, so maybe he / she will see this and message you directly. smiling smiley

Shopping the Greater Denver Area, Colorado Springs and in-between in Colorado. 30 year old male and willing to travel! Badged for Denver International Airport.


Edited 1 time(s). Last edit at 02/13/2015 05:53PM by Tarantado.
Misantrope,

Yes, I have ordered an off-the-menu item for a shop. By coincidence it was for Chipotle. It was during a month when shoppers were instructed to order a quesadilla.

However, doing this may be contrary to many restaurant instructions and invalidate the shop. The usual instructions for Chipotle do not have a quesarito among the choices. Regardless of instructions, ordering off-the-menu does make you more memorable. Do you want to jeopardize your anonymity that way?

As for Chipotle, the people that work at the MSP are very approachable. I suggest you ask them if they will waive their typical strict instructions to order a quesarito.

Good luck!

Happily shopping Rhode Island and nearby Massachusetts and Connecticut
I agree with those who say you need to order exactly what is listed. That said the burrito is listed and if you had wanted an extra scoop of something such as guacamole on your burrito it would be fine. However, in Los Angeles they are very interested in timing. In fact if the time from the tortilla warmer to the cashier is over a certain number of minutes (4?) you will be asked to explain why. I have gotten this question several times. At that point if you answer because they had to melt my cheese it will send up a red flag if it is not allowed. Adding another scoop of something would not really add any significant time but warming and melting probably would. So my advice would be to contact your scheduler to ask if the "burrito" style called a Quesorito qualifies as a valid order. If the scheduler says yes then save that email so you can forward your approval to the editor if they have questions in the future.
Sorry, only registered users may post in this forum.

Click here to login