Chipotle Mexican Grill — Restaurant in Town of Highlands

Disclaimer: this review should not be taken as a criticism, but rather, as an informed critique. This branch is a to-go-only branch where no sit-ins are served. It is my current thought that this business model has had a significant impact, more negative than positive, on the food (quantity) and service (timeliness) of this Chipotle branch. Let me briefly explain. FYI I ordered from this place about 10 times.

Service Speed: It is slow. There is a significant difference in what the App tells me versus the actual time of service. In many occasions (around 30% of my visits), I had to wait more than 10 minutes. In almost all occasions (except for once), I waited more than 5 minutes. There were two occasions where my order was taken, mistakenly, by the delivery app drivers. Admittedly, the latter information is NOT a mistake of this Chipotle, but the management needs to address this issue in the long run.

Food quantity: it is NOT the same as other Chipotle branches. There were times when the overall quantity was around 75% of a "normal" bowl. In the picture below (August 12th, 2023 around 2pm), the quantity was good, but the distribution of food was skewed. The chicken bowl was a rice bowl with few sprinkles of chicken (I got curious and counted the chicken pieces). That this has happened repeatedly in the past raises a bigger concern that, perhaps, the management has deliberately informed the staffs to cut costs by minimizing the quantity of proteins. Unlike a "normal" Chipotle, this branch prepares food in the kitchen where the customers cannot see directly before their eyes what and how much an ingredient goes into their dishes. When events recur, it might NOT be a pure coincidence.

People want to go to these food chains for the uniformity of food and service provided across the chains. I cannot say that this branch lives up to that standard. However, not everything is perfect and there exists a room for improvement for everything.

FYI the McDonalds right across from this Chipotle is great. If I had to eat out in these two places only, then I would go to McDonalds 75% and Chipotle 25% of my total visits, provided that the current...

This Chipotle has the worst service of any restaurant I have ever experienced. I am a cadet who is locked on post and relies on delivery to get my food, but I routinely end up waiting over two hours for an order that should not take longer than half an hour. The root of the problem is this restaurant's reliance on DoorDash drivers to deliver food in a sparsely populated area. It makes no sense why it cannot get its own delivery service like literally every other restaurant in Highland Falls. American Burrito seems to have its hourly deliveries down to a science, so it should look into adopting its model. However, even when I get a driver assigned quickly, he or she often has to wait thirty minutes or more outside the restaurant for my order to be completed. When there is a holdup and the driver tries to understand what the problem is, none of the workers ever have a clue what is going on and just leave the driver there helpless. There have also been multiple instances of the wrong driver taking my order and them having to remake it, which takes another half hour for some unknown and unacceptable reason. Bottom line, there has to be some serious improvements to this Chipotle's command and control of its orders and it needs to create its own delivery service since there are not enough drivers in Highland Falls. I realize that Chipotle is a huge bloated corporation that is resistant to innovation, but someone needs to let someone higher up in the chain of command know that the way things are currently going is absolutely unacceptable. I love Chipotle's food, so I truly hope this restaurant rises to the challenge and makes the necessary...

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...