Talking Allergies

Room for Improvement: Mucho Burrito
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Author:  ccarso [ Fri Jan 24, 2014 5:06 pm ]
Post subject:  Room for Improvement: Mucho Burrito

So I decided to look into Mucho Burrito. I love Chipotle and trust them, as they are known to be amazing with allergies and very allergy-aware. They are also guaranteed nut-free. They are in Toronto though, and I am just outside of Toronto. I figured Mucho Burrito is the same deal so I'd look into it.

I go on the website, and see a giant peanut-free symbol. So far, looking good. I get to the allergen guide and see that there are only 2 items with treenuts. The oatmeal and macadamia nut cookies. I called my local MB and asked the person about it. They said that the cookies are not made there, but also that they do not receive either of those types of cookies anymore, so that it would be safe to eat there. I was very excited.

I went in last night (Thursday, January 23rd) at 7pm. I bought my food but then saw a nutty looking brownie dessert on the counter. I asked about it, and first the associate named Billy told me that it WAS peanuts. When I said your website said your establishment was peanut-free, he then said it was not nuts. I asked if it was made there and he said yes.

I got home and didn't feel comfortable eating the food that was already paid for, because of this "Skor bar brownie". I called and asked to speak to the supervisor. I talked to "Sal". Firstly, he told me there were no nuts in the establishment. Then he could not tell me the ingredients for the Skor brownie. He looked them up and it turns out that there ARE IN FACT nuts in the Skor brownie. I asked Sal about the risk of cross-contamination with my food. He then asked me to hold. He THOUGHT I was on hold but I was not and heard him talking to the other associate Billy. He was telling Billy he didn't know what to say, and couldn't explain it anymore and didn't want to speak with me, he asked Billy to speak to me in which Billy replied with "I DON'T WANT TO SPEAK TO HER, YOU SPEAK TO HER! IF SHE DOESN'T FEEL COMFORTABLE JUST TELL HER NOT TO EAT IT". They went back and forth for a while basically saying neither of them wanted to talk to me and that I should just not eat it.

None of the employees were well informed OR well versed on food allergies. Their customer service skills were terrible, the worst I've seen in any food establishment. They were rude regarding me, and out-rightly said they didn't want to talk to me when they thought I was on hold.

And also, the allergy info on the website was obviously not up-to-date and made NO mention of a Skor brownie.

I was in tears I was so livid. :banghead :oops :verymad :frightened

I emailed the CEO of MB and sent in a feedback form as well.

Author:  gwentheeditor [ Sat Jan 25, 2014 7:02 pm ]
Post subject:  Re: Room for Improvement: Mucho Burrito

Sorry to hear it, boy, talk about room for improvement indeed. These guys need to get a grip - today people have allergies and intolerances and may need to know what's in their food.

That's particularly bad if they had a peanut-free sign. It influenced your decision to try the restaurant.

I hope you have more luck with the company CEO. Let us know what he has to say.

Author:  Storm [ Tue Mar 18, 2014 12:21 pm ]
Post subject:  Re: Room for Improvement: Mucho Burrito

Thanks for sharing your experience and for the useful information. I've seen that Mucho Burrito in Pickering and wondered about taking my son there. I will make sure not to go there and tell my son to stay away. It is disappointing to hear that this type of customer service and ignorance about dealing with allergies still exist.

Have you had a response from the CEO?

Author:  ccarso [ Wed Mar 19, 2014 9:47 am ]
Post subject:  Re: Room for Improvement: Mucho Burrito

Yes, this is the one in Pickering.

I got a few calls and all they did was appologize and say they would take that information off of their website.

I checked just now and they still haven't. If you google "Mucho Burrito allergen information" the first hit on google is this link

Still the wrong information...

Author:  Storm [ Fri Mar 21, 2014 7:22 am ]
Post subject:  Re: Room for Improvement: Mucho Burrito

That's not encouraging :( It shows they don't care.

Thanks for the update. :D

Author:  _Susan_ [ Fri Mar 21, 2014 2:06 pm ]
Post subject:  Re: Room for Improvement: Mucho Burrito

Hmmm, maybe we should remind them of this:
Dietary or nutritional claims

According to the Food and Drug Act and Regulations pertaining to nutritional labelling and advertisements, no food may be claimed as being “for special dietary use” by any means whatsoever unless that food is:

a) a carbohydrate-reduced food
b) a sugar-free food
c) a calorie-reduced food
d) a low calorie food
e) a low sodium food
f) a formulated liquid diet
g) a food represented for fat-modified agents
h) a food represented for gluten-free diets
i) a food represented protein-restricted diets
j) a food represented for low amino acid diets

“Low calorie” or nutritional claims must be supportable by specific data.

In order to avoid unintentional breached of federal regulations, any questions or uncertainties should be discussed with one of the CFIA Retail Food Specialists.

Government Department: Canadian Food Inspection Agency
Contact Number: (613) 225-2342
][/quote] ... menus.aspx

Author:  _Susan_ [ Fri Mar 21, 2014 2:07 pm ]
Post subject:  Re: Room for Improvement: Mucho Burrito

Also, from last year, Avoid food allergy incidents in your restaurant with CRFA's new guide ... _guide.asp

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