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PostPosted: Fri Jan 24, 2014 5:06 pm 
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Joined: Fri Mar 07, 2008 6:58 pm
Posts: 53
Location: Pickering
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.

_________________
Cassandra 24 years old.
Allergic to peanuts/most treenuts, cats and dogs.
Grew out of lactose intolerance.


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PostPosted: Sat Jan 25, 2014 7:02 pm 
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Site Admin

Joined: Mon Feb 07, 2005 6:39 pm
Posts: 2945
Location: Toronto
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.

_________________
Allergic to soy, peanut, shellfish, penicillin


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PostPosted: Tue Mar 18, 2014 12:21 pm 
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Joined: Thu Aug 11, 2005 6:48 pm
Posts: 614
Location: Ontario, Canada / Cambridge, UK
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?

_________________
16-year-old son: peanuts, nuts, raw egg whites, asthmatic
Self: allergic rhinitis, fragrance/chemical sensitivities, oral allergy syndrome


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PostPosted: Wed Mar 19, 2014 9:47 am 
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Joined: Fri Mar 07, 2008 6:58 pm
Posts: 53
Location: Pickering
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

http://www.muchoburrito.com/Mucho_Fans/293/

Still the wrong information...

_________________
Cassandra 24 years old.
Allergic to peanuts/most treenuts, cats and dogs.
Grew out of lactose intolerance.


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PostPosted: Fri Mar 21, 2014 7:22 am 
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Joined: Thu Aug 11, 2005 6:48 pm
Posts: 614
Location: Ontario, Canada / Cambridge, UK
That's not encouraging :( It shows they don't care.

Thanks for the update. :D

_________________
16-year-old son: peanuts, nuts, raw egg whites, asthmatic
Self: allergic rhinitis, fragrance/chemical sensitivities, oral allergy syndrome


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PostPosted: Fri Mar 21, 2014 2:06 pm 
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Site Admin

Joined: Tue Mar 22, 2005 11:17 pm
Posts: 6456
Location: Ottawa
Hmmm, maybe we should remind them of this:
[quote
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
Website: http://www.inspection.gc.ca
Contact Number: (613) 225-2342
][/quote]

http://www.restaurantcentral.ca/Canadar ... menus.aspx

_________________
Moderator
Daughter: asthma, allergies to egg, milk, peanuts, tree nuts, most legumes (not soy) & penicillin. Developing hayfever type allergies.
Husband: no allergies
Me: allergies to some tree that flowers in May
Cat: allergic to beef, pork and lamb


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PostPosted: Fri Mar 21, 2014 2:07 pm 
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Site Admin

Joined: Tue Mar 22, 2005 11:17 pm
Posts: 6456
Location: Ottawa
Also, from last year, Avoid food allergy incidents in your restaurant with CRFA's new guide

http://www.crfa.ca/news/2013/avoid_food ... _guide.asp

_________________
Moderator
Daughter: asthma, allergies to egg, milk, peanuts, tree nuts, most legumes (not soy) & penicillin. Developing hayfever type allergies.
Husband: no allergies
Me: allergies to some tree that flowers in May
Cat: allergic to beef, pork and lamb


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