Big River Coffee Company

It is nice and quiet place to have a quick meal with friends or family. The service is nice and friendly. They could speak English very well and willing to help. It has many choices. There are plenty space to sit in and outside. Highly recommend this place.

Hien Truong

It is nice and quiet place to have a quick meal with friends or family. The service is nice and friendly. They could speak English very well and willing to help. It has many choices. There are plenty space to sit in and outside. Highly recommend this place.

I travel for work and always look for a good place to eat. This place was dirty, and it was 40 mins till closing. When I ordered, there was a minimum selection. The burrito was hard to chew, and the chips were stale. Not only that, the grill was being cleaned, and it smelled awful. They were rushing the customers out by their faxe expression. I'm no restaurant owner but I think the grill needs to be cleaned once customer are out and they are fully closed.

Some of the employees really care about who they serve. There are a small few however who don't care about any health and safety regulations whatsoever. When making my burrito, there was a purrell sanatizer bottle on the counter. While moving the tortilla, the server would scrape the torilla on the purrell bottle rather than just move the bottle before making the burrito. While this is extremely picky, I'm sure most people would rather not their food be touched a sanatizer bottle.

Ordered to go today but was not at all impressed w the quality of the meat cuts with at least 2 chunky pieces with tons is fat on them ! I had to spit them out after being surprised! This was the 1st time I had ordered Carnitas instead at this location. I have learned my lesson and will sticks with chicken !

Not a single clean table, why Chipotle? Every restaurant seems to be a mess inside. I like your food it's delicious, but get your restaurants in order. I sat in for an hour with a colleague in the early evening and in that time no one bothered to wipe down any tables.

I got take out from there today so I didn’t see my food until I was home. The tacos barely had any rice in them, the queso cup was half full and the guac… well I’ll attach a picture. It had half a avocado in there and several large chunks and all of that was super unripe, so bad I couldn’t even slice through it with a knife at home + some actual guac sprinkled in between. So we paid for a small queso and a large guac and ended up with barely any dip. Super frustrating!

I frequent the chipotle a lot the food here is usually good and they usually give you a good amount but this time I came all I asked for was chicken and rice and I asked for double chicken and I’ll put a photo of what they gave me and this does not look like I should’ve paid $15 for this The guy serving me, looked in like he was in a rush and annoyed. Im pretty annoyed not to mention both the chicken and the rice were old as well and needed to be replaced since he was scraping the bottom of the rice bowl.

they NEVER heat up my quesadilla

Nicole Z.

I got take out from there today so I didn’t see my food until I was home. The tacos barely had any rice in them, the queso cup was half full and the guac… well I’ll attach a picture. It had half a avocado in there and several large chunks and all of that was super unripe, so bad I couldn’t even slice through it with a knife at home + some actual guac sprinkled in between. So we paid for a small queso and a large guac and ended up with barely any dip. Super frustrating!

David Mortaz

Ordered to go today but was not at all impressed w the quality of the meat cuts with at least 2 chunky pieces with tons is fat on them ! I had to spit them out after being surprised! This was the 1st time I had ordered Carnitas instead at this location. I have learned my lesson and will sticks with chicken !

Michael J

Not a single clean table, why Chipotle? Every restaurant seems to be a mess inside. I like your food it's delicious, but get your restaurants in order. I sat in for an hour with a colleague in the early evening and in that time no one bothered to wipe down any tables.

bn

I frequent the chipotle a lot the food here is usually good and they usually give you a good amount but this time I came all I asked for was chicken and rice and I asked for double chicken and I’ll put a photo of what they gave me and this does not look like I should’ve paid $15 for this The guy serving me, looked in like he was in a rush and annoyed. Im pretty annoyed not to mention both the chicken and the rice were old as well and needed to be replaced since he was scraping the bottom of the rice bowl.

This is unfortunate that this location is declining from the Chipotle standards. First, if I wanted crispy fried rice I would have went elsewhere. Eating the rice was like chewing on rocks. Then the service of the employee making it appeared as if I, and other customers that I saw, is an inconvenience. Poor attitude, and there wasn't a long line either. If you like Chipotle, please continue to go, just not here until the staff learns the basics and makes it a part of what they do everyday. It's not that hard nor does it take time to treat customers right.

After years of avoiding Chipotle, I decided to go back tonight. After all, it's a new CEO...they retrained employees to give more generous portion sizes, right? Not in Los Gatos. This place is as stingy as ever. Those who dare ask for more are told, "do you want double meat?" It's expensive, humiliating, and won't fill you up.

We went for a usual lunch at this location. Everyone in person was told that chicken is not available and it will take 5 minutes. So we waited 10 minutes in line and when our turn came we were again told that chicken is not available , but I saw right behind chickens were being cut and packed in boxes. When I inquired the person said it is for online orders and we would need to wait more. So I asked if I order online will we get it but in person I have to wait and unfortunately the answer was yes! What kind of weird thought process is that? Luckily we drove to another location 0.5 miles to Baja Fresh and enjoyed our lunch. I hope they don’t continue this weird process.

Order chipotle using Door dash and this is what I received, which is half empty bowl. What it the point of paying extra if not getting full bowl. Not ordering from this location again.

App says order is ready, it isn’t ready and the “help” bot in the app doesn’t do anything

Ashamed to say this is our last resort dinner option for the last 7 years and despite the utter depravity of the service and food prep area cleanliness, we’ve gone back to them every 1 or 2 months hoping for a better outcome…you know the “definition of insanity”. Our fault. Anyway, don’t do what we did. Literally the worst service level I’ve consistently ever witnessed.

The ingredients were all dried up/out. The staff was extremely rude. A lot of people in the back but only one person in the front. The girl who made my burrito was practically taking her anger out on my burrito (slapping each ingredient in) rolled into like a triangle shape. They need to improve the quality and service at this location.

Unfortunately, I didn't know about the flaws of this Chipotle location. Wish I did. The place was a mess. Trash overflowing, no decorations on the walls and the soft drink machine was broken. I was told I could get ice from it for the warm bottle of coca cola that I bought, but it didn't work for that either....and the employees didn't seem to care....nor did they refill the fridge with the bottles so they could be chilled for the next customer. No music, so I was forced to listen to the employees angrily talking about a patron from earlier in the day- swearing and all. The chicken in my food had hard pieces that I had to spit out. The guacamole left a plastic taste in my mouth that still lingers after drinking juice and eating a hard candy. What an awful experience. Never again.

I have been going here since it opened but after tonight this location has been crossed off my list. Waited in a long line to attempt to order. When I ordered the portions were so small even for a double order. When I asked for a little more protein, since the protein was so small, the man taking my order declined telling me I'm going to have to pay for more if I want it. He then proceeded to argue with me and be extremely rude when eventually I got tired of it and the point came that I decided it was not worth it and left the restaurant. The order for my family usually costs upwards of 60 dollars, but I guess they care more about not giving you a bit more of chicken than making money. There is another chipotle that is way better and less crowded about 8 minutes away.

Horrible chipotle location. Been to bad ones but this one beats them all. I thought being that it was in Los Gatos customer service will be great but unfortunately not the best. Food portions are tiny, seemed as all the food tray compartments were low and the server was trying to make them last for the people behind me. Chips are not the lime chips and taste and look like regular taqueria chips. Never again will I come to this Chipotle location..

Don’t go here, or Chipotle at all for the matter. Most employees give you stupidly small portions and ingredients run out super often. Seating is horrible, no comfortable seats, if you order here always do takeout. Some employees are rude and most don’t give you very good service. If you order online they will most likely mess up your order and often forget to put things in. I’m actually here right now and their card readers all broken… CASH ONLY! Been here for over half an hour still did not get my mobile order. What an establishment…

2015-2019 this was one of the greatest Chipotles in the country, maybe even the world. Was run by true professionals with a real love for the game. My oh my have times changed. I don't think this place has hired a janitor or someone to clean up since the first Trump administration. Not to mention just an utter lack of urgency or coordination when it gets even somewhat busy. Asked for a little more guac and the guy looked at me like I had just asked for his kidney. No more dedication, no more professionalism, just disappointing.

Decided to get take-out in person knowing that ordering via Chipotle app the meals tend to be smaller portions. So I decided to walk in. Long line at 1:30pm with one staff attending to customers and the other running the register. Line moved slow. I was patient assuming they're under-staffed. Ordered a bowl and they were being very skimpy with the rice and steak. Staff looked tired and robotic. I expect to be full after this meal but I was still hungry. Terrible location and management. Avoid this location.

One of the greatest fall offs in history. Guac was hella brown, portions are so small, and they always out of forks! The people scooping my bowl were like tweaking out moving so fast and were spilling everywhere. They took their time to make sure there wasn’t too much barbacoa though 😭.

This place is clearly the most unclean Chipotle that I’ve been to so far. We visited as a family late in the evening last weekend. There were hardly a couple of customers but the mess was something to take in. The food counters were full of spilled food like lettuce, cheese and other vegetables all over the counter. One could see the kitchen from the counter and could see do much trash on the floor like wrappers, bags and do on. If kitchen and counter top were dirty, then it was a given that the seating area and tables were equally if not more dirty with no clean place to sit anywhere. Since kids were eager to have something, still bought something for them but lost all appetite to buy anything else. I think this restaurant needs a food inspector visit and very likely more cleaning staff through the open hours.

I ordered from the website a big order for my friends. When I went to the location it didn’t take too long to actually get the order. When I was handed the order I asked if everything was there, they responded with yes so I just trusted that it was since it looked about the right amount of items. When it came time to eat the food we realized that even though we all ordered with lettuce none of our meals came with lettuce! You would think that with a bigger order of 7 items they would have at least notified us that they ran out of lettuce! Food was alright but cmon…that’s just poor customer service.

How much do I hate this Chipotle? Let me count the ways… 1. The trash is almost always overflowing. 2. The entire store feels grimy and in need of a good wipe down. 3. My pick-up order is consistently late. Their app doesn’t seem to accurately account for how slow this place is. 4. My pick-up orders have consistently had an issue - missing items, wayyyyy too much hot sauce, and forgetting the extra cover they use in the kids’ boxes so chicken, rice, and beans spill all over the bag. 5. The employees who make pick-up orders will quietly place orders on the counter behind the register and not on the dedicated pick-up order shelves. When they do this, it seems like it’s incomplete, so you sit there wondering, is that my order? Do they still need to put something in it? Why have shelves if you don’t use them?? I’ve known about these issues with this poorly managed Chipotle for a while, but I keep hoping they’ll figure it out after all the “feedback” I give them in their app. Clearly, the GM is reading those. If this place wasn’t just so gd convenient and the app so easy…sigh.

It’s hard to describe how bad this Chipotle is!! By far the worst in the Country. I keep giving it another chance and it somehow gets worse each time. It’s everything. Food, Service cleanliness! Avoid at all costs!!! Disgusting!

The smallest amount of protein. But worst part is when you see they put a pile of chicken to their friend in front of you and then a only a scoop for you. To owner: they feed their friends and screw over regular customers

I think these employees need a shoulder to cry on. Not on a single one was friendly in the slightest and seemed as though everything was an inconvenience.

A stunningly poor example of Chipotle, which is consistently good in every other location I've tried. This location is consistently bad. Ridiculously small protein portions. Dried out rice. Service meltdowns resulting in hour long delivery delays. Dirty dining rooms. I just cannot understand why an O&O restaurant chain in an affluent area like LG cannot get this right. Is anyone in Newport Beach reading the reviews for this location?

I had very bad experience here. Rice was undercooked and portions were incredibly disappointing.

This place used to be solid and was our go-to for healthy fast food. The last time we ate here the burritos were so soggy that they leaked through the foil wrappers and broke through the bottom of the paper bag. Today we stopped in at 1:30 to get a couple of burritos and they were literally out of a number of items, including brown rice and chicken, plus the work area looked like a food bomb had exploded all over it. Unacceptable. We walked out and are going to eat somewhere else instead. Only giving it one more chance before we say good-bye for good. Management needs to figure out how to get a better grip on quality control.

Ordered 2 steak burritos the tortilla is dry and tough, steak is flavorless and tough. And the arroz is also not cooked well. The whole thing is like animal feed or worst. Told the manager about it and his response was, "oh ok." This location is really going downhill.

I use the online pickup service almost daily with chipotle because I am always on the road working and I like to get points and free meals here and there. But it is unacceptable when you order for pick up and they take advantage of you. I order a bowl with steak, pico de gallo, fajitas, cheese and lettuce and I always order my guac aside because I pay extra for it and occasionally they forget it. However today I got a bowl that weighs nothing almost looked like someone ate from it already. No kidding. Where is everything? I think the cheese is like a sprinkle, they forgot the pico, and I see maybe two slices of pepper in there. I am considering stop ordering for pick up. This is unacceptable

The service was slow and this is the portion I got ordered in person. It looks like barely any meat nor lettuce.

This was the bowl I got from my mobile order… apparently this was a wrong order and was eaten by someone else. The quality at this store has been a bit inconsistent and I understand things can be busy sometimes but this is just disgusting and I don’t understand how this could happen. Would rather go to a further store with more consistent quality. Edit 6/29: downgraded to 1 star because they let someone else take my order and the order they remade was half the normal portion :)) okay I’m no longer coming to this location.

Most pathetic portion I’ve ever received and it was basically just lettuce. Based on other reviews they’re scamming others as well with the portions. Customer service only gave me a bogo so I still have to spend money in order to use the compensation from it. Do not mobile order from here and definitely check your meal before leaving the location.

Today, I received the smallest portion I've ever gotten. The woman serving the food acted as if I was taking the last of her own. Don’t you have any standards? Also, I was informed about the lack of chips only when I got to the register. Maybe your staff needs to go through training again?

On a consistent basis, this location has to be the worst-managed Chipotle in the U.S. My husband stops by occasionally on his way home from work only to stand in line for an inordinate amount of time to bring home sub-par food (and that’s being kind) — a bowl with a few pieces of tiny pieces of mystery meat, crispy old rice, etc. This location is often out of CHICKEN or STEAK or grilled vegetables during prime time dinner hours (5:30 — 7pm). Employees make no motion to grill more food. The tables are filthy. My husband took a photo of the serving area on his last visit and sent it to me — filthy! and it was apparent that it hadn’t been cleaned in a long while. I told him to leave immediately. He asked to speak to a manager and the listless, defeated employee told him there was no manager available or on duty. Didn’t seem to know how to even contact the manager or able to give my husband any direction to do so. For us, the ick factor has extended to all Chipotle restaurants. Reading all of the previous reviews tells me Chipotle corporate has no intention to turn this restaurant around.

We when to the store and the employe name Isabella have very bad actitud and also the portion that she give to us is very poor i never goin back again there

Found a leaf in my takeout order today. Disgusting! Tried reporting it through Chipotle's app, but that proved to be a waste of time.

Very bad customer service I Oder online I wait 30 min all most

catalina reyes-marsh

I use the online pickup service almost daily with chipotle because I am always on the road working and I like to get points and free meals here and there. But it is unacceptable when you order for pick up and they take advantage of you. I order a bowl with steak, pico de gallo, fajitas, cheese and lettuce and I always order my guac aside because I pay extra for it and occasionally they forget it. However today I got a bowl that weighs nothing almost looked like someone ate from it already. No kidding. Where is everything? I think the cheese is like a sprinkle, they forgot the pico, and I see maybe two slices of pepper in there. I am considering stop ordering for pick up. This is unacceptable

Khang Tran

The service was slow and this is the portion I got ordered in person. It looks like barely any meat nor lettuce.

Skylaire Hudson

Most pathetic portion I’ve ever received and it was basically just lettuce. Based on other reviews they’re scamming others as well with the portions. Customer service only gave me a bogo so I still have to spend money in order to use the compensation from it. Do not mobile order from here and definitely check your meal before leaving the location.

G Chris

This was the bowl I got from my mobile order… apparently this was a wrong order and was eaten by someone else. The quality at this store has been a bit inconsistent and I understand things can be busy sometimes but this is just disgusting and I don’t understand how this could happen. Would rather go to a further store with more consistent quality. Edit 6/29: downgraded to 1 star because they let someone else take my order and the order they remade was half the normal portion :)) okay I’m no longer coming to this location.

Aleksandr Kolchin

Today, I received the smallest portion I've ever gotten. The woman serving the food acted as if I was taking the last of her own. Don’t you have any standards? Also, I was informed about the lack of chips only when I got to the register. Maybe your staff needs to go through training again?

Liz Smith

On a consistent basis, this location has to be the worst-managed Chipotle in the U.S. My husband stops by occasionally on his way home from work only to stand in line for an inordinate amount of time to bring home sub-par food (and that’s being kind) — a bowl with a few pieces of tiny pieces of mystery meat, crispy old rice, etc. This location is often out of CHICKEN or STEAK or grilled vegetables during prime time dinner hours (5:30 — 7pm). Employees make no motion to grill more food. The tables are filthy. My husband took a photo of the serving area on his last visit and sent it to me — filthy! and it was apparent that it hadn’t been cleaned in a long while. I told him to leave immediately. He asked to speak to a manager and the listless, defeated employee told him there was no manager available or on duty. Didn’t seem to know how to even contact the manager or able to give my husband any direction to do so. For us, the ick factor has extended to all Chipotle restaurants. Reading all of the previous reviews tells me Chipotle corporate has no intention to turn this restaurant around.

Blanca Velazquez

We when to the store and the employe name Isabella have very bad actitud and also the portion that she give to us is very poor i never goin back again there

Ali T.

Found a leaf in my takeout order today. Disgusting! Tried reporting it through Chipotle's app, but that proved to be a waste of time.

I am very concerned that each and every employee here is near the point of needing a 988 call. I understand not wanting to work on a Friday night but this seemed to run deeper as though their souls were crushed. I hope that they stop working here so they may find happiness and stop haunting customers with terrible service. P.S. stop skimping on the guac it’s not your money and I watched you give an employee way more than you gave m.

this experience wasn’t pleasant one BIT. While ordering food, the service with the cash register was fantastic. On the other hand, the people who give out the food weren’t the best. Their customer service was great! But they skimp out on the food heavy. DO NOT COME HERE THEY GIVE OUT NO FOOD MY HB GOT SKIMPED OHT

Jake Figeira

I am very concerned that each and every employee here is near the point of needing a 988 call. I understand not wanting to work on a Friday night but this seemed to run deeper as though their souls were crushed. I hope that they stop working here so they may find happiness and stop haunting customers with terrible service. P.S. stop skimping on the guac it’s not your money and I watched you give an employee way more than you gave m.

Fiona Lindsay

I think these employees need a shoulder to cry on. Not on a single one was friendly in the slightest and seemed as though everything was an inconvenience.

Aleksei Kolchanov

The smallest amount of protein. But worst part is when you see they put a pile of chicken to their friend in front of you and then a only a scoop for you. To owner: they feed their friends and screw over regular customers

Shell S

this experience wasn’t pleasant one BIT. While ordering food, the service with the cash register was fantastic. On the other hand, the people who give out the food weren’t the best. Their customer service was great! But they skimp out on the food heavy. DO NOT COME HERE THEY GIVE OUT NO FOOD MY HB GOT SKIMPED OHT