The Hatch Chile Store Reviews

Name: The Hatch Chile Store
Address: 3000, Calle Del Norte,, Las Cruces
Rating: 4.69

4.7 Rating 10,885 Reviews

92 %

of reviewers recommend The Hatch Chile Store

4.7

Based on 10,885 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	Greater than 93%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

About The Hatch Chile Store:

At The Hatch Chile Store, we have a tradition of excellence. Each year we provide fresh and flame-roasted Hatch Green Chile to thousands of customers the world over. Whether you're a displaced New Mexican, a Hatch Chile Aficionado, or a business who wants to provide your customers with the world's best Certified Hatch Chile, we have you covered!

Visit Website

Phone:

575-635-4680

Email:

support@hatch-green-chile.com

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The Hatch Chile Store 4 star review on 3rd May 2024

1535

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The chiles were incredibly hot. Way more than we hoped for.”

Helpful Report

Posted 3 years ago

Hi Jessica, If you have any photos of the chile I'm happy to take a look. Was the outside of the box marked Mild? If so, it was 1904. We all have different preferences and tastes when it comes to heat level. I've actually had people tell me out X-Hot has no heat what so ever. Thanks, The Hatch Chile Store

Posted 3 years ago

“This was my first time ordering from The Hatch Chilie Store. It was expensive, so I expected superb quality. By the time my order arrived, many of the chilies had spoiled - had to throw away about 25%. I will wait for my local store, HEB, to source these in the future. I felt like the value and quality for what I paid just wasn't there.”

Helpful Report

Posted 3 years ago

Hi Bernadina, It doesn't look like you ever reached out to our customer service team about this issue. If we don't know about the problem, we don't have an opportunity to fix it. I'm sorry that you had a bad experience here! I pulled up your order and saw that you ordered a 5lb box of chile. We guarantee all Fresh Hatch Green Chile orders for 5lb boxes. About how many pounds of chile did you lose to spoilage? Thanks, The Hatch Chile Store

Posted 3 years ago

“I spent $70 to have 10lbs. of hot chiles shipped to me, and every pepper I've eaten has been mild. This was a huge disappointment!”

Helpful Report

Posted 3 years ago

Hi Brenda, I'm a bit confused here. It looks like your order was for Big Jim (Medium-Hot). On 9/4 you email in and stated "Hi! My order is fine, and I'm looking forward to roasting and enjoying it. Thank you so much for this tasty reminder of New Mexico! Have a great weekend!" Thanks, The Hatch Chile Store

Posted 3 years ago

“It took forever to get the order and it arrived at room temperature in a bag all mashed together. There seems to have been a delivery delay which caused the item to arrive actually warm. They were nice when I called and offered to send me another order. I requested a refund and got it. That is why I gave them two stars and not one. I hope others have a better experience than I did.”

Helpful Report

Posted 3 years ago

Hi Terry, Taylor Mitchell, VP of Operations here. I understand your frustration. Shipping delays are extremely frustrating for us as well. Unfortunately, once a box is in FedEx's hands we have absolutely no control over it. Was there something we as a company could have done to improve your experience here? Thanks, Taylor

Posted 3 years ago

“My father in law orders me 25 pounds of Big Jim every year. This was the first year a good percentage of the chile was extremely small. Between 4-6 inches. I order the Big Jims expecting 10-12 inch chiles for chile rellenos. I think I will tell him to order from someone esle next year.”

Helpful Report

Posted 3 years ago

Hi Tony, It looks like we set up a reshipment to replace the smaller pods you had received. Did you not receive the reshipment? Big Jim typically ranges from 7-13 inches in size. Thanks, The Hatch Chile Store

Posted 3 years ago

“Chili is supposedly x hot but it is not even hot Fred”

Helpful Report

Posted 3 years ago

Hi Fred, Here at the Hatch Chile Store we do strive for 100% customer satisfaction. We do ask customers to give us a call or send us an email if something is wrong with their chile. In the future please reach out to us if there is a problem with your order. We understand that heat level is very subjective. I've actually had people tell us our mild was too hot for them to eat! This year's Lumbre is running a bit on the milder side but it definitely has a big kick. If you would be willing to cover the cost of shipping, we could try to ship you another box of Lumbre or Sandia. Maybe some of the peppers in your box was just a fluke. Thanks, The Hatch Chile Store

Posted 3 years ago

“Half of my order I had to throw away cause they were rotten it’s a lot of money for not much produce, also not very meaty.flavor is good.”

Helpful Report

Posted 3 years ago

Hi Mike, I'm sorry that you had a bad experience here and, after pulling up your order, I can see why. We have pretty clear guidelines on our shipping page as to what services we guarantee. You opted for ground, which states that it may spoil in transit. Many customers have OK results with ground, so we provide it as an option to our customers with that warning. There is also a pop-up that you have to click through warning customers against opting for anything less than 2-Day Air if they are going to order fresh chile for shipment. Ground trucks are often 120-130 degrees as they transit from city to city during the daytime and this causes the chile to shrivel and spoil much, much quicker than it does when transported in a plane. While I can't offer you a refund, I CAN give you 50% off a replacement order if you opt for the guaranteed shipping methods that we offer. It doesn’t look like you ever reached out to our customer service team about the issue. I’m afraid we don’t know about the issue unless the customer contacts us. Thanks, Taylor

Posted 3 years ago

“Have ordered for years with little to no problems, not only the delay in getting orders, email correspondence is not recommended. Nobody is on the same page”

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Posted 3 years ago

“The chile sauce has good flavor, I guess. Ordered medium spicy hot and it is so hot no one in my family can eat it. Disappointed.”

Helpful Report

Posted 3 years ago

Hi Sally, I'm so sorry the sauce is too hot for your family to eat! Spicyness is very subjective and varies greatly from person to person. Please reply to this email and our customer service team will see what we can do about the issue. Thanks, The Hatch Chile Store

Posted 3 years ago

“I received a frozen mass of 12 chili rellenos, and had to partially defrost them in order to separate them, wrap them individually, and then refreeze them. I’m disappointed in the packaging, to say the least. The flavor was “meh”, so more disappointment.”

Helpful Report

Posted 3 years ago

“I ordered medium-hot chilies, what was sent could only be described as mild at best, not much taste at all.”

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Posted 3 years ago

“The problem I had was that I had cancelled the initial order of tamales because it was in error. I replaced with rellones but both orders were shipped. Wound up having to pay for both. Also pkg left in drive with 90 degree heat. Sincerely Delores Kirk”

Helpful Report

Posted 3 years ago

“Service was good! the pepper and cheese enchilada was not good to us! Did not like at all!! Have not tried pork yet. I’m a Texan and a Mississippian I guess it’s just what u r use too!”

Helpful Report

Posted 3 years ago

“This is ONLY a rating for the “Fresh Chile Co” Green Chile sauce. After shipping and tax, they cost me $12 per jar (for 3 jars). At that price I expect a quality product. This sauce is full of little pieces of burned chile skin. When I roast my own chiles, I take the time to wash and remove all the skin from each individual chile. I can see where that would be a problem on an industrial scale, but the quantity of burned plastic-like bits all through the sauce is just unacceptable at this price. There definitely needs to be an adjustment to their quality control to alleviate the problem. With everything else at the Hatch Chile Store having such high quality, it surprises me that they let this slip by. The sauce is NOT a product I will ever buy again!”

Helpful Report

Posted 3 years ago

“I wrote to you on the form on your website last Friday. We were thrilled to find and enjoy your Chile rellenos last month. However, the latest delivery was totally defrosted. No dry ice remaining. The order came from Youngstown, Oh. It was shipped 5/19 and arrived 5/24. Order #74575. Very disappointing. We refroze them but won't eat unless you think they will be ok. We really love your products and hate having this problem. The poor rating is for this shipment only.”

Helpful Report

Posted 3 years ago

Hi John, It doesn't look like we ever received an email from you about this issue. It sounds like there was a delay during transit. We do pack each order with some extra dry ice just in case there is a 1 day delay, however it sounds like there was a 2-3 day delay. We would've let you know that as long as they arrived refrigerated they were still safe to consume. However if they arrived warm it is not safe to consumer them. We reship for free any time this happens. Please email us at support@hatch-green-chile.com and let us know if the rellenos arrived refrigerated or warm. Thanks, The Hatch Chile Store

Posted 3 years ago

“The relents should have been frozen or half frozen or even very very cold when delivered...but NO they were only cool...unacceptable and dangerous”

Helpful Report

Posted 3 years ago

Hi Kate, I saw that you reached out to our customer service team. You let us know that even though the rellenos away partially defrosted you had decided to consume them. We let you know that as long as they arrived refrigerated they were still safe to consume. We also offered to reship your order if you felt they were not safe to consume. It doesn't look like you ever replied to us. I've reached out again via email and our offer still stands. We do pack each order with plenty of dry ice so that it arrives frozen. However, when there is a delay during transit there is a chance the order will defrost during transit and spoil. We reship for free any time this happens. Thanks, The Hatch Chile Store

Posted 3 years ago

“Red Chile pods were not hot..”

The Hatch Chile Store 2 star review on 15th May 2020

Helpful Report

Posted 3 years ago

Hi Manny, We are sorry that the flavor was not to your satisfaction. Since flavor is different from person to person and different for each chile crop it is difficult for us to ensure that everyone will have the same experience when enjoying our products. We would love to make this up to you by offering you a discount on your next order. Please email at support@hatch-green-chile.com or call at (575)635-4680 us directly to receive this discount. Best, Diana

Posted 3 years ago

“The order I placed and received was not chilled and I had to discard the chili rellanos. I was able to salvage the green chili’s by making a stew with them.”

Helpful Report

Posted 3 years ago

Hi Vera, If your order spoiled in transit, all you need to do is email support@hatch-green-chile.com and someone will get a free re-shipment out to you. We can't re-ship if you don't let us know that you had an issue :) Best, Preston

Posted 3 years ago

“I ordered Chicken Tamales. Only half of the tamales in the package had chicken in them and the rest were plain.”

Helpful Report

Posted 4 years ago

We've received some feedback like this before and have changed our recipe. The next time you order, you'll get more meat and chile in each tamale. Please reach out via email to taylor@hatch-green-chile.com We would like to provide you with a 25% off coupon for your next order. Best, Preston

Posted 3 years ago

“The delay in receiving the dried red chili pods was a concern. It took about 2 weeks for the chili pods to be delivered and they arrived from a Kentucky???!!!! I thought I was ordering from New Mexico. This makes me question whether this is Hatch chili. I have ordered red chili pods from another company in New Mexico and the pods arrived timely and the chili was delicious. I’m disappointed. I hope this delay was an anomaly due to the holidays. Not sure if I will order from this company again.”

Helpful Report

Posted 4 years ago

Hi Susan, . We are so sorry that this was a disappointment. During this time we where shipping our red chili pods from a distribution center in Kentucky. All of our products are Hatch chile but shipping from Hatch to all parts of the country is not always economical and can be slowed down. In order to have a better shipping we utilize distribution centers from time to time. We are now shipping most of our dry products from Las Cruces New Mexico due to some changes within our company. We hope this assures you of the authenticity of our products, thank you for your feedback. Best, Diana

Posted 3 years ago

The Hatch Chile Store is rated 4.7 based on 10,885 reviews