Moe's Southwest Grill Customer Service Issues

I spent nearly $50 at Moe's on Friday night for 2 adults and a 3-year-old. The food was awful and inedible, and the customer service was lacking. The staff had a bad attitude, and when we asked for a refund after returning the food, we were turned down. The manager's response to mentioning corporate was dismissive. There was no concern for customers or food quality. We threw away the food and my $50, only finding the free chips edible. My husband and I have been trying to reach someone since Friday night, leaving 3 voicemails with corporate, but have not received any response. I need to talk to someone who will address this matter seriously.

Dear Moe's Staff, I trust you are well and safe. I have been a dedicated patron at your King Street, Charleston branch for several years, visiting up to three times a week for four years. Unfortunately, there has been a turnover in staff. I truly appreciated the previous team who always cheerfully greeted me with "Welcome to Moe's!" and showed interest in my day; I even gave them Christmas gifts. Regrettably, the current staff has been impolite and unprofessional, with unwelcoming attitudes. Additionally, there have been alterations in the food portions. The servings of queso are now only half-full, and they no longer warm the tortillas for burritos. I was also overcharged $15 for a kids' burrito by mistake; despite understanding that mistakes can happen, the staff's response when I pointed out the error was rude. On another occasion, after purchasing a drink, I was informed that the soda machines were not operational after payment. I am fond of your establishment, and each visit brightens my day. I am hopeful that improvements can be implemented. Thank you, Anna Kate

My daughter and I arrived at around 8:15 to grab some food before the store closed at 9. We waited at the counter for 15 minutes without anyone acknowledging us. There was a girl with her back turned, her arm in a cast, so we didn't expect her to assist. A white man cleaning the grills informed a young black girl in the back that we needed help. However, she insisted they were closed, even when he corrected her. After waiting longer, three other customers came in, went straight to the register, and were promptly served when asking to buy cookies. Feeling ignored, we decided to leave. This level of service at Moes was appalling, and I feel it's important to bring it to corporate's attention. The experience was incredibly disrespectful.

Hello, I would like to share my experience working at Moe's Southwest Grill in Jupiter, West Palm Beach, Florida. The manager, Jeffry, seems to have some issues with distributing hours to employees. Customers have been complaining about the service and quality of food due to some staff not performing their duties correctly. This situation bothers me because this week I was only given 6 hours to work when I usually have more hours. I believe it's important to address this matter as it affects both the income and time of the employees. If the manager had concerns about scheduling me, perhaps it would have been better not to hire me in the first place.

I ordered a burrito to share with my sister, and we requested guacamole on only one half due to personal preferences. Unfortunately, when the tortilla ripped, they had to remake the burrito. Upon biting into it, we discovered that both halves were filled with rice, beans, and guacamole, which left me feeling nauseous. While I usually enjoy dining at Moe’s, I was disappointed that I couldn't eat my meal as intended.

I recently ordered a Taco salad with ground beef for pickup, but what I received was disappointing. The romaine lettuce was dark green and slimy, and I did not receive the extras I paid for. I had to remove all the lettuce and discard it from the salad. This experience was completely unacceptable, and I am frustrated because I have been unable to reach a live person at the restaurant for the past two days to address this issue.

I am very disappointed with my second visit to Moe's due to poor service. Upon arriving, I placed a $60 order for my family, only to find out they were out of beans and white chicken, which my child specifically eats. The customer service was lacking as nobody greeted us promptly, and the staff seemed rushed. When I inquired about more white chicken and was immediately told they didn't have any without checking, it was disheartening. This experience was particularly upsetting as my family frequents Moe's, and I was looking forward to a nice meal. During my first visit, when I ordered through DoorDash, all the meals were incorrect, including my child's order of soft shell tacos with rice on the side, which arrived as hard shell tacos with rice inside. This consistent poor service has left me feeling frustrated.

On March 16, [redacted], I placed an order on the Moe's app for delivery. Unfortunately, when the DoorDash driver arrived, there was only one bag. Despite contacting the store, they informed me that the other bag containing my two Queso Bowls and the Quesadilla Club White Meat Chicken was left behind. The store declined to issue a refund, stating it was due to the app I used. I reached out to customer service and provided reference #[redacted]4, but I am still waiting for a resolution. The store in Jacksonville, FL on Max Leggett Parkway has not responded to my request. As a loyal customer, I am disappointed with the poor customer service at this location.

I had a disappointing experience at the Crossroads Plaza West Hartford Moe's location. I placed an online order for 7:45pm, arrived at 7:44pm, and informed the staff. Unfortunately, I ended up waiting 20 minutes before they started making my food. Despite being understanding about the busy store, my wait was excessive. I noticed other customers who arrived after me received their orders first, leaving me questioning the efficiency of mobile ordering. To add to the frustration, there was no apology from the staff for the delay.

I am bringing to your attention that my daughter and I were denied service at the Moe's location in Cicero, NY for not wearing masks while ordering, while others nearby were maskless at tables talking and eating. Since air circulates in all directions, the distinction between sitting and standing seems arbitrary. This policy appears illogical and discriminatory, especially as Onondaga County doesn't enforce mask mandates. If the local management is aware of this, the company might be choosing discriminatory practices against the Civil Rights Act and New York state laws. I urge the company to review and amend such policies promptly to prevent customers from facing unfair treatments leading to formal complaints. Such policies are unjust, affecting local communities and disrespectful to customers. I await your response.

To the concerned party, I visited Moe's today for National Burrito Day but unfortunately left feeling unsatisfied. I was disappointed with the service provided by a female employee. She seemed to ignore me and even made comments in Spanish to her colleague. When I inquired about National Burrito Day specials, she did not respond. I ordered a homewrecker burrito on wheat bread, only to be informed there were no wheat supplies. The toppings I requested, such as chopped onions and guacamole, were unavailable or charged extra. Additionally, the famous chipotle sauce was not in stock. When I asked for the burrito to be cut in half, the employee refused. The overall experience was tarnished by subpar customer service and lack of fresh food items. Despite being a loyal customer for years, I will not recommend Moe's for catering events. Another employee at the register was also impolite and unhelpful. I left without purchasing anything due to feeling upset by the QR code payment requirement. I hope to receive a response via email at [redacted] to address these issues. Sincerely, M.

I received a $5.20 gift card and checked the balance before purchasing a $5.35 order. The card initially approved the transaction, but the cashier claimed I still owed the full amount when I reran it. The gift card balance showed $0.00, although I had already paid $5.20. I should have only owed $0.15, which I explained to the cashier. However, they insisted I pay the full amount again and accused me of theft when I pointed out the initial balance on the card. This experience was truly disappointing and led to a lack of satisfactory customer service.

I placed a pickup order at the San Jose location in Jacksonville, FL on January 27, [redacted]. Our order number was [redacted]90 under the name of Charity Carlan. We ordered a quesadilla with beef, black beans, ground beef, shredded cheese, sour cream, black olives, bacon, and free chips and salsa. We also ordered a burrito bowl with beef, rice, black beans, shredded cheese, guacamole, and free chips & salsa. Unfortunately, when we received the food, it was extremely salty, spicy, and bitter. I called to complain, and the manager apologized and promised a refund. The manager had to call her manager for assistance with processing the refund. The manager called back later to confirm the refund but it has not shown up in my account yet. I am disabled and would prefer not to return the food to the store. Please contact us to resolve this issue. Thank you, Diana Carlan.

During our visit to Moe’s in Spring Hill, TN, my husband, three kids, and I went for lunch on Sunday. I inquired about the kids eat free promotion, as it has been available on Sundays. Disappointingly, the cashier and the food prep associate seemed unaware of the deal and did not offer any assistance or apology for the confusion. Despite showing evidence of the offer on my phone, the cashier did not acknowledge the promotion nor provide any solutions. It was frustrating that he displayed a lack of customer service skills. If an employee is unable to assist customers effectively, perhaps they should be reassigned to a different role within the restaurant.

I recently tried to redeem my birthday reward at the Avon, OH Moe's location, only to find out they wouldn't honor it. With the next closest Moe's being 24.5 miles away, it's disappointing to have this issue. What's the use of offering a reward if it can't be redeemed? Thank you, T.C.

I placed an order for dinner through the Moe’s app I have been using for months. I ordered at 6:08 pm today with a pick-up time of 6:24 pm. Despite being slightly delayed, I arrived at the restaurant and didn't find my order. When I inquired, the staff accused me of lying. I showed them my app with the order details, order time, location, and items ordered, but the employee still insisted I was being untruthful and refused to assist me. My bank account has also been charged for the order. After waiting for the staff to speak with their manager over the phone, I was told to leave my name and number for a callback. I've never encountered such an issue before. I'm upset that I was called a liar, left without my food, waiting for a manager's call, and charged for an order I didn't receive.