Chipotle Mexican Grill — Restaurant in Town of East Greenbush

This has to be the most mismanaged Chipotle in the Capital Region.

My wife and I have been coming to this location regularly as an after-gym treat for a year now. Usually about once a week or every other week, depending on how we feel. While we generally enjoy Chipotle, this location is consistently terrible.

They are ALWAYS out of something—if not multiple things (which is usually the case). Our running joke is, "You don't tell Chipotle what you want; they tell YOU what you're getting." For instance, today they were out of steak, chicken, fajita veggies, and root beer. I can't even remember the last time we walked in and they actually had all the proteins available, not to mention the other toppings.

The food: It's hard to complain here because Chipotle's food generally tastes the same everywhere. However, they always seem to overload on the rice and skimp on the protein, see the staff section below.

The facility: This place is perpetually dirty. There are always napkins, food, forks, etc., scattered all over the floor. If you're lucky, you might find one table that's not completely covered in food to sit at. They're always out of essential items (soda, ice, forks, napkins, Chipotle sauce, etc.) because nothing gets restocked. I don't think the hand sanitizer dispenser has been filled or worked in a year. You never see staff cleaning tables, and the garbage bins are consistently overflowing or missing. Just last week we witnessed a couple walk in, the Wife took one look at the food counter, shook her head and said to the Husband, "let's go somewhere else" then left in disgust.

The staff: The staff always seem bothered by customers. Granted, they are likely understaffed, underpaid, overworked, poor working conditions, etc., which leads back to the mismanagement issue. I usually order double protein, and it’s always a gamble whether I'll actually get double meat in my $20+ bowl, or not. But they never fail to charge for it. They act like giving you two full scoops is coming out of their paycheck. PRO TIP: Ask for your protein choice and wait for them to serve the first scoop before asking for double. This is pretty much the only way to ensure you don’t get two...

I don’t know what has happened to this location in the last couple months, but I won’t be ordering for a long time. I’ve been a loyal customer, once a week usually, for years.

The last few times I’ve ordered or visited, they’ve been out of normal things (white rice, chicken, corn salsa). And not hey it’s gonna be five minutes, like we’re out of white rice at 11:30am??? Today’s experience though, takes the cake. I ordered for pickup at 11:40. I showed up at 11:45am and they weren’t open. Staffing issues. Side door locked. I found an employee walking in, we’re opening “soon,” so he lets me and some other people in. No takeout orders are ready and no idea when they will be. I wait for 20 minutes and not a single order comes out for take out, so I ask and it’ll be ready “soon”. Meanwhile, they’re serving customers on the line. So I ask if I can have them make it up front and they say yes. Another 15 minutes up there and I finally have my food, though they’re out of fajita veggies and corn.

I know that most of the employees are young and have nothing to do with scheduling and staffing issues. That’s the complete failure of the managers and franchise owner. However, they need some training in customer service. There was zero communication initiated from them to the 10 people waiting. And when anybody checked in they were met with non answers and attitude. I get it’s stressful to have a bunch of angry customers, but we all would’ve been a little less angry if there was any communication.

The managers and owners should frankly be ashamed of the establishment they’re running at this point. I feel bad for the staff on the...

Beware: very disappointing Chipotle over a number of visits. I have given them a lot of chances and it just doesn't get better. The portions at this store are VERY small. I pay for double meat (basically a $20 burrito) and it's more like a Mexican flavored wrap. See the attached photo for a real world example of how bad the portion size is. They absolutely never have fajita veggies in stock (even though every other store in the area does), and are often out of multiple items at the same time including meats, queso, and various salsas. On one visit they had only 1 meat and 1 salsa available. The food counter is absolute mess and my girlfriend refused to eat there after seeing the old and dirty state they prep the food on.

On top of all that, they did not offer to replace even 1 of my burritos after numerous complaints.

Edit: since Google doesn't allow me to reply to the owner's comment, I am editing the original post. Do not be fooled by what looks like good faith attempts to address issues. They're are clearly aware and are either unwilling to address the issues. I reached out to customer service multiple times... for $80 I spent I was offered $10 off if I come back. When I pointed out how absurd that was.... why would I come back again and risk spending that kind of money for bad food for $10 off?? They told me they won't do anything more than that. Which is totally their choice... as it is mine to never go back. And that's really saying something as avid Chipotle fan of 15 years. I mean AVID, as in my number one favorite...