Moe's Southwest Grill Customer Service Issues

During my visit to your Patchogue NY store today, I ordered 2 chicken tacos. I observed the employee preparing them carelessly by tossing the ingredients in one spot. Disappointed, I went to my car to eat due to the store's high temperature. When I bit into my chicken taco, I discovered a hard object - a chicken bone. Shocked, I found another bone in the next bite. The manager mentioned another customer had a similar experience. This lack of quality control is concerning, especially if a child were to encounter a bone. It's disheartening to think that this issue might not be addressed.

I recently got takeout from Moe’s in Camillus, NY. After taking a bite at home, my friend and I were shocked to find a chunk of fatty chicken in our meal. It turns out they switched from chicken breast to chicken thighs which was very disappointing. We were actually considering hiring them for catering but our experience has put us off completely. I reached out via email and phone but it seems like no action has been taken to address our concerns. We ended up throwing away our unsatisfactory meal without any offer for a replacement or refund. I have the receipt and email correspondence to support our complaint with the Camillus, NY location of Moe’s.

On June 2nd, my spouse and I visited Moe's for the first time and were thoroughly disappointed. I had high hopes after watching their feature on Undercover Boss, but our experience fell short. We spent over an hour there, never hearing the iconic "Welcome to Moe's!" greeting. When my husband inquired, the staff mentioned they were busy and skipped it. Though the food was delicious, the restaurant was chaotic. While they were bustling, it wasn't until near the end of our meal that tables were cleared and the floor swept. Additionally, the salsa bar was lacking items for most of our visit. I reached out twice via email with no reply, which was discouraging. This experience wasn't what I anticipated from a company's standards. We plan to return, but depending on the response, it could be our final visit.

I recently visited Moe's Southwest Grill after several years and was disappointed with the quality of my meal. I ordered steak tacos and a meal for my child, including a drink. Firstly, I received unsweetened tea instead of the sweet tea I ordered, and the steak in the tacos was not at the proper temperature. Additionally, I observed an employee handling cash and food without changing gloves, which was concerning for hygiene. Finally, the chips we received were stale, despite being made in-house. Overall, I found there to be a lack of quality control and attention to food safety and sanitation. Unfortunately, based on this experience, I will not be returning to Moe's. Thank you for allowing me to share my feedback.

On Friday night, 9/7, we were expecting a delivery of a fajita bar for 15 from your Melville, New York location (Long Island). This isn't the first time we've ordered catering from you and have previously enjoyed it. Unfortunately, for the second time in a row, our order did not arrive as planned. Despite being charged a delivery fee on both receipts, we were informed that our order was noted as a pickup order, which we believe is incorrect. We ordered extra chips and guacamole to start, but by the time the food arrived (late, after we called), it was too late as everyone was famished and ready to eat. We are disappointed and are contemplating trying Chipotle next time. It seems there might be a disconnect between the [redacted] number for catering orders and the store. Perhaps, it would be more effective to have the order placed directly at the store to avoid any misunderstandings. Thank you.

I went to Moe's last night for Burrito night at a location I don't usually visit. After ordering a burrito bowl, I received a bill for $13.17, which I felt was too high. Despite my concerns, the cashier insisted the amount was correct. Due to ear drops affecting my vision, I couldn't review the receipt properly then. Upon further inspection tonight, I confirmed I was indeed overcharged. The cashier was unkind when I raised the issue in person. My order was for a Burrito bowl with Guacamole as a topping, not a Wrong Doug Beef meal as listed on the receipt. The receipt number is [redacted]41. I'm one hour away from the store and wish to be refunded. Thank you for addressing this, Debbie McCarthy.

I attempted to redeem the deal for a free adult meal with the purchase of a kids meal at the Pewaukee location. Despite the email clearly stating that I could use my phone number linked to my rewards account if I didn't have the app, the staff at the store insisted that I needed the app for the promotion. This resulted in us not receiving the discount on the four entrees we planned to order. It's disappointing that the local store did not honor what was outlined in the corporate email. This inconsistency is frustrating and may influence my decision to return to Moe's in the future.

This is my second disappointing order. The chicken was tough and charred, and the onion was extremely hard. I am a regular customer at this location, and I am surprised by this poor experience. The first time I encountered issues, I didn't report it, thinking it was a one-time mistake. I am returning the entire burrito to store #[redacted] in Dulith, GA, now. I hope my complaint will be taken seriously. Consistent quality is essential for your brand, and receiving tough chicken and expired onion is not why I return weekly. My dinner was ruined, and it's disappointing. Thank you.

On December 3rd, [redacted], around 8:30 PM, I placed an order at Moe's in Bristol, CT on Farmington Ave for two items. Specifically, I ordered a closer talker with rice, ground beef, black beans, pico, roasted corn, and extra sour cream. Unfortunately, my order was incorrect as I received lettuce, ground beef, black beans, sour cream, and feta instead. Additionally, my boyfriend's two simple tacos were missing entirely with only a refund listed without me receiving it. I am deeply disappointed in this experience. Despite being a loyal customer of Moe's, receiving the wrong order after a long day and missing items is unacceptable. I expect a full refund for my order. I also hope that the employees at this Moe's location recognize the importance of accuracy towards the end of their operating hours to avoid ruining customers' meals. A half-hour window before closing should have been enough time to fulfill my simple order correctly, which unfortunately did not happen.

I placed an online order and when I arrived at the store, the food wasn't ready, but it was alright since no one was present. After a wait, they informed me that my order was ready. I had requested a cup of queso and guacamole, but they gave me two sides instead. Politely, I asked for the correct portion I had ordered but received two more sides. Despite this, I refrained from further complaints due to the busy atmosphere. Upon reaching home, I discovered they had mixed up the ingredients in my bowl and burrito. The initial inconvenience and lack of staff when I arrived made me hesitant to return to address this issue. I would appreciate a replacement for this meal as the experience was disappointing, especially since I normally have no issues with ordering from here.

I have the Moe's mobile app on my phone and saw a promotion for a free burrito with a large drink purchase. I followed the steps to order online and selected a homewrecker burrito with toppings and a large drink. However, upon checkout, I was still charged for the drink, and when I arrived at Moe's, they claimed I only ordered a drink. The cashier, who was also a manager, insisted on going by the receipt and did not honor the free burrito offer. This was frustrating as it took me 15 minutes to get to Moe's expecting a burrito. I am disappointed with this experience and believe I should receive the free burrito as advertised.

On Wednesday, December 26th, around 8:20 PM at Moe’s in Hadley, MA, my wife and I encountered an issue with a male employee. Upon entering, we noticed a foul smell resembling sewer near the entrance. Despite my wife being congested, she could smell it clearly. While waiting behind two customers to order, I walked around to investigate the source of the odor, even checking if it came from the bathroom. The employee repeatedly asked if he could help me, even using a stern tone. Feeling pressured, I mentioned the smell and proceeded to check another area, explaining my actions. The employee’s response was indifferent, stating it wasn’t his concern. The uncomfortable exchange led us to leave and we have decided not to return if that employee is present. My wife also felt uneasy due to the interaction.

I usually visit Moe's about three to four times a month and consistently order a mix of half chicken and half steak. My recent visit to the Moe's located on 85th 5th Street NW in Atlanta, GA left me disappointed after being charged an extra $5 for double meat. Upon questioning Victor, the staff member behind the counter, he initially claimed I requested the double meat but later changed his reasoning, stating I was on the phone during my order. Victor refused to refund the additional charge or the entire order, which left me frustrated. I am adamant about receiving a refund as I believe the experience showcased poor business practices at this particular Moe's location.

Today's date is January 7, [redacted]. Visited Moe’s in Auburn, NY when it was nearly empty around 8pm. Noticed the staff lacked gloves, and when requested, one staff member put them on reluctantly. The chicken was consistently overcooked, and this time it was charred. Queso had foreign elements like lettuce and a mushroom. Asked for a fresh batch but received the same, now with unwelcome chunks. Despite feeling disgusted, proceeded to eat the burrito. Later suffered severe illness, experiencing intense vomiting. Being in the second trimester of pregnancy, this was alarming as it jeopardizes both my health and my baby's. Disappointed with the decline in standards during recent visits, particularly on Monday nights. This incident marks the third time I have fallen ill after eating there. Sharing this not out of malice but for awareness. Sincerely hope improvements are made regarding staff adherence to protocols.

There was an error with my order. After two frustrating phone calls with the manager, I had to drive to the store to resolve the issue personally. The manager's solution was to offer salsa instead of giving me a refund for the inconvenience of driving back. When I suggested returning the burrito for a refund, the manager refused to assist. I feel disrespected and taken advantage of by this experience. The service at the Columbus and Dale Mabry location was extremely disappointing. Despite being a loyal customer for over a year, I was treated poorly. I hope this is not indicative of how the organization is typically run. The ordeal to obtain the salsa I initially requested was unnecessarily complicated.

To the concerned party, My boyfriend and I are loyal patrons of Moe's Southwest Grill but recently encountered a disappointing service issue. Despite ordering queso online and finding it missing upon pickup, the receipt was accurate. However, the burritos were completely wrong. Upon returning to the store, we discovered the toppings were not what we requested. Despite pointing out the error and requesting new queso, the employee was nonchalant and unhelpful. The worker even demeaned us in Spanish to another colleague. This lack of accountability and poor treatment left us feeling unappreciated and disrespected. Repurchasing the queso added to our frustration. This incident at the Saddle Brook, NJ Moes was unprofessional and tarnished our usual enjoyable experiences at the restaurant. Your attention to this matter is appreciated. Thank you, Jessie S.

I was billed for two orders but only got one. I attempted to cancel by phone and in person at the restaurant, but couldn't until the manager rudely handled it after a 20-minute wait. She assured me my card would be credited without needing it, but only gave a "overpayment" receipt. I've never seen a credit like this, and my account shows no refund, just the charges. This occurred at the North Main Street store in West Hartford, CT.

I am extremely disappointed with the catering order I placed at the Harrison Bridge Rd store in Simpsonville, SC for pickup on Friday, March 8th. I had ordered the Nacho Bar for 17 people. Unfortunately, the 1/3 pans of chicken and beef were only half filled with meat. The 1/2 pan of queso and seasoned rice was merely a quarter full. I was also charged for additional items that would have been complimentary if ordered in-store. Furthermore, the "hot" food I received was actually served cold, which was not what I anticipated when ordering catering. The service at this location did not meet the standards I had experienced at the Woodruff Greenville SC store during my previous orders. I am seeking resolution for these issues and would like to know how they will be addressed by the management.

I work as a driver for DoorDash full time. Recently, I had a delivery at the location on [redacted] S Battlefield Blvd. I got the order at 6:30, but upon arriving at 6:45, it wasn't ready. Around 7, a worker asked for the pickup name and mentioned that with 10 items, it would take another 15-20 minutes. The order had 4 cookies and 2 apple juices, yet 3 drivers who arrived after me left before me. The staff was rude and unapologetic, and this isn't the first time I've had issues at this location. Other Dashers have warned me too. I usually pick up from the one on EFRN Way without any problems.

Hello! I'm Sandy Songe from Houma, LA. I contacted Moe's this morning regarding coupons for free kids' meals for our church Easter Egg Hunt on April 20th. After being directed to speak with manager Crystal Belanger, I called again today. Unfortunately, when I mentioned the donation for our event, Crystal hung up on me not once but twice. It would have been better to politely decline rather than abruptly end the call. I am surprised by the manager's behavior in this situation.