The only thing consistent about this location is that it’s consistently BAD.
I am writing this review to echo what many of you have shared in hopes that Chipotle listens and takes meaningful action due to the consistent poor service at the Highland Falls, NY Chipotle location. Unfortunately, this is the closest location to my home, yet it is without a doubt the most poorly managed and unreliable Chipotle I have ever encountered.
The issues at this location are ongoing and well-documented in the reviews over the years, yet nothing seems to change. Customers are routinely forced to order double meat just to receive a barely normal portion size. Items from orders are regularly missing, and food is rarely prepared on time. Despite making adjustments… tipping generously, ordering extra food, and even placing orders earlier than necessary… I continue to face the same problems.
When mistakes inevitably happen, customers are left dealing with “Pepper,” the Chipotle chatbot, which rarely issues refunds and instead offers coupons that do not make up for the inconvenience. This pattern has gone on for years, with no signs of improvement.
At this point, I feel like I am being taken advantage of. I keep hoping things will improve, but they never do. It is unacceptable for a brand of Chipotle’s caliber to allow a location to operate this poorly. This location is a poor reflection of the Chipotle brand and a terrible way to treat loyal customers.
Atmosphere: 1
Food: 1
Service: 1
S B
This is a horrible take out restaurant. I work at Westpoint and there's not many eateries in the area. I use to love Chipotle but the last time I ate at this location about 5 months ago I got food poisoning and felt like I was dying(that's how bad it was). The food didn't taste right at all and shortly after consuming it I was sick for days. Nonetheless I have not returned to this location or chain since then.
Atmosphere: 1
Food: 1
Service: 1
Jessica Frias
Awful! Ordered and took 56 minutes to put 1 bowl together. How is that possible? There are no walk in customers, no distractions other than making the food. To top it off, take a look at the picture, this is a 20.90 bowl. Done with
Atmosphere: 1
Food: 1
Service: 1
Gilbert Cedeno
45 minute wait. Horribly understaffed
Food: 2
Service: 3
Nicholas Tritone
No atmosphere cuz pickup kitchen. I’d say my order is right 2/3 of the time so I’m always checking it before I leave. Its still good
Atmosphere: 1
Food: 4
Service: 2
Recommended dishes: Burrito, Side of Queso Blanco
Heewon Kiim
This chiptole has failed me time and time again. Just givr me the flipping queso blanco that I pay for!
Atmosphere: 1
Food: 3
Service: 1
Ally Logan
Wimpy portion sizes. I paid an extra $2.85 for maybe 2 tablespoons of guac, and this is how “full” my bowl was when I opened it. I picked up at my exact specified pickup time and all of our meals were cold.
C Cartwright
Newer place. Totally online cashless order. No order machine in shop. Fast service. Good food.
Kid-friendliness: No place to sit
Wheelchair accessibility: Yes
Atmosphere: 5
Food: 5
Service: 3
Recommended dishes: Burrito
Stephen Gilbert
Waited 1hr 45 minutes to get a bowl, 1/3 filled, with rice, lettuce (which I didn't order) and chicken. Didn't get salsa, sour creme, corn, tomatoes.
Atmosphere: 1
Food: 1
Service: 1
Joseph Catudal
The absence of a front end and high volume results in multiple items wrong or missing repeatedly. You’ll have to use the app for a refund which is a real pain and when you finally make it through the AI wickets, will only give you store credit for your next roll of the dice. Hoping any competitor sets up nearby—they’ll have my money.
I simply don’t understand why this can’t be a normal chipotle. Took almost an hour to get our food with everyone staring at the cooks the whole time. So awkward and people kept asking what their spot was in line since they have no way to tell, slowing things down even more. Normal chipotle would be so much faster and friendly service.
Atmosphere: 1
Food: 5
Service: 1
Benjamin Lueders
I love chipotle, this location is an exception. I paid 17$ for a burrito because I ordered double chicken. When it was delivered, I was disappointed to find there was actually no meat in the burrito... none. Additionally, they added some sauce that I didn't ask for. Wouldn't recommend unless you're going to go pick up the food and inspect it at the counter.
Atmosphere: 2
Food: 2
Service: 1
Lorena Gonzalez Acevedo
Horrible , Horrible , I purchased two bowls and I only got half of my other 50 dollars thrown away when I only got one meal . And the customer service is horrible as well they are rude
Atmosphere: 1
Food: 1
Service: 1
Tom Kastner
It's online ordering only! Choose your favorite food and the pickup time, and your order will be ready for you to walk in and get your order. Very convenient.
Location is a digital kitchen - they routinely scrimp on portion sizes as you can’t see them make the food in front of you. Literally a poster child for everything wrong with chipotle.
The only thing consistent about this location is that it’s consistently BAD.
I am writing this review to echo what many of you have shared in hopes that Chipotle listens and takes meaningful action due to the consistent poor service at the Highland Falls, NY Chipotle location. Unfortunately, this is the closest location to my home, yet it is without a doubt the most poorly managed and unreliable Chipotle I have ever encountered.
The issues at this location are ongoing and well-documented in the reviews over the years, yet nothing seems to change. Customers are routinely forced to order double meat just to receive a barely normal portion size. Items from orders are regularly missing, and food is rarely prepared on time. Despite making adjustments… tipping generously, ordering extra food, and even placing orders earlier than necessary… I continue to face the same problems.
When mistakes inevitably happen, customers are left dealing with “Pepper,” the Chipotle chatbot, which rarely issues refunds and instead offers coupons that do not make up for the inconvenience. This pattern has gone on for years, with no signs of improvement.
At this point, I feel like I am being taken advantage of. I keep hoping things will improve, but they never do. It is unacceptable for a brand of Chipotle’s caliber to allow a location to operate this poorly. This location is a poor reflection of the Chipotle brand and a terrible way to treat loyal customers.
Atmosphere: 1
Food: 1
Service: 1
This is a horrible take out restaurant. I work at Westpoint and there's not many eateries in the area. I use to love Chipotle but the last time I ate at this location about 5 months ago I got food poisoning and felt like I was dying(that's how bad it was). The food didn't taste right at all and shortly after consuming it I was sick for days. Nonetheless I have not returned to this location or chain since then.
Atmosphere: 1
Food: 1
Service: 1
Awful! Ordered and took 56 minutes to put 1 bowl together. How is that possible? There are no walk in customers, no distractions other than making the food. To top it off, take a look at the picture, this is a 20.90 bowl. Done with
Atmosphere: 1
Food: 1
Service: 1
45 minute wait. Horribly understaffed
Food: 2
Service: 3
No atmosphere cuz pickup kitchen. I’d say my order is right 2/3 of the time so I’m always checking it before I leave. Its still good
Atmosphere: 1
Food: 4
Service: 2
Recommended dishes: Burrito, Side of Queso Blanco
This chiptole has failed me time and time again. Just givr me the flipping queso blanco that I pay for!
Atmosphere: 1
Food: 3
Service: 1
Wimpy portion sizes. I paid an extra $2.85 for maybe 2 tablespoons of guac, and this is how “full” my bowl was when I opened it. I picked up at my exact specified pickup time and all of our meals were cold.
Newer place. Totally online cashless order. No order machine in shop. Fast service. Good food.
Kid-friendliness: No place to sit
Wheelchair accessibility: Yes
Atmosphere: 5
Food: 5
Service: 3
Recommended dishes: Burrito
Waited 1hr 45 minutes to get a bowl, 1/3 filled, with rice, lettuce (which I didn't order) and chicken. Didn't get salsa, sour creme, corn, tomatoes.
Atmosphere: 1
Food: 1
Service: 1
The absence of a front end and high volume results in multiple items wrong or missing repeatedly. You’ll have to use the app for a refund which is a real pain and when you finally make it through the AI wickets, will only give you store credit for your next roll of the dice. Hoping any competitor sets up nearby—they’ll have my money.
Atmosphere: 1
Food: 3
Service: 1
Restaurantji Recommends
I simply don’t understand why this can’t be a normal chipotle. Took almost an hour to get our food with everyone staring at the cooks the whole time. So awkward and people kept asking what their spot was in line since they have no way to tell, slowing things down even more. Normal chipotle would be so much faster and friendly service.
Atmosphere: 1
Food: 5
Service: 1
I love chipotle, this location is an exception. I paid 17$ for a burrito because I ordered double chicken. When it was delivered, I was disappointed to find there was actually no meat in the burrito... none. Additionally, they added some sauce that I didn't ask for. Wouldn't recommend unless you're going to go pick up the food and inspect it at the counter.
Atmosphere: 2
Food: 2
Service: 1
Horrible , Horrible , I purchased two bowls and I only got half of my other 50 dollars thrown away when I only got one meal . And the customer service is horrible as well they are rude
Atmosphere: 1
Food: 1
Service: 1
It's online ordering only! Choose your favorite food and the pickup time, and your order will be ready for you to walk in and get your order. Very convenient.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Quesadilla, Tacos, Chips & Queso Blanco, Burrito, Chips & Guacamole
Location is a digital kitchen - they routinely scrimp on portion sizes as you can’t see them make the food in front of you. Literally a poster child for everything wrong with chipotle.
Atmosphere: 1
Food: 1
Service: 1
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