Moe's Southwest Grill
reviews and complaints

This is the response I get from the general manager after having to travel a half hour each way to get the second package of my meals. I did check the order when I picked it up and had three separate meals included. Unfortunately upon arriving home I find that the 3 tacos had been separated[even though they would have fit in the container} and my meal was missing. This is her response after I left a bad review on your APP that I originally ordered from as well as my response.

If Moes has no responsibility, who does?

On Wed, Mar 30, 2022 at 9:49 PM Angie Dolinich wrote:

Dear Steven,

After speaking with you the day of this incident, I did implement writing the number of bags on the receipt if there are more than one.

THIS WAS ONE OF MY SUGGESTIONS AT MY RETURN NOT HERS.

What I did not mention that day is that it was me who had placed the bag out there. I want you to know that we absolutely do care about your experience, and we will work together to come up with solutions to miscommunications. And I thought I had conveyed just how sorry I was that this issue occurred, although it was no fault of our own. If this had been by mistake of ours I would be more than happy to refund or credit you, we will do everything we can to make sure the pick up system is as simple as possible and that is my offer. [TO ME SHE IS ADMITTING A MISTAKE BY TAKING MY ADVICE!] I really do hope this alleviates any further issues with our pick up system, feedback is appreciated on how we can improve.

Sincerely,

Angie Dolinich

General Manager

M2R management

[protected]

Re: Thank you for your Moe's Southwest Grill feedback

Steven Williams

11:39 AM (2 minutes ago)

to Angie

Angie,

To say that it is no fault of your own just shows the lack of understanding{And the implication thereof} of how to deal with customers. Did you watch the orders to make sure they weren't moved around. It amazes me that it took this to happen to IMPLEMENT something. What happened to customer loyalty. I was in the retail industry for most of my adult life and was taught to try to alleviate the customers' anger and distress. Do I hold you to a higher standard than what seems to be socially accepted, YES! Although I wasn't looking for any refund at the time, I expected something other than saying I'm sorry repeatedly and just waiting for me to leave. This was to be a special surprise treat for my family that took me an extra hour and the cost of gas to achieve. Your lack of doing anything other than repeating I'm sorry as a General Manager is surely lacking and your response just infuriates me more. There is a 20-200 club for a reason, and while I usually abhor it, I now understand it.

I will be forwarding yours and my response to corporate as it seems the only way to get you to make you think about what to truly do the next time this happens, as I'm sure it will.

Steven Williams

I ordered Moe in newington ct llocation online the order was so small

And skimming the place is filthy food is cold . Bad service and I won’t go back to this location again so I called 1800 but no one pick up

I ordered 2 tacos, a stack. And a bowl from the amsterdam ny restaurant thru door dash. Our dasher went there and they refused to make the order. The worker stated he wasn't going to do online orders. First he stated he couldn't do the stack so I asked the dasher to see if he could do a burrito instead. Then he lied and said he had no ground beef, which he clearly did. Then he said he wasn't doing online orders. Worst customer service ever.

Went to Moe's In Monroe Georgia at 11 30 AM today. Ordered inside. Wait time was not long (maybe 7 minutes) to prep HW Adobo chicken burrito and a bowl of Adobo chicken. Went straight to parking lot to eat them with hubby. Both items were COLD COLD COLD.

This is not the only Moe's where I have received cold food recently. In Snellville on HWY 78 there was an employee checking the temps of the food trays with a thermometer. Don't know what it read, but still got cold food there too. Time was 11 30 AM.

The ingredients were tasty, but it doesn't do a good number on the digestion when the food is COLD!

As soon as I got in, I was greeted with a a loud and rude "EXCUSE ME". I wish I could give less than one star but I cant. They barely spoke to my but rolled their eyes every time I added something to my burrito. When I went to check out, I wanted to use the rewards on my account but was greeted with more eye rolling and them talking to each other in their language. It was one of the worst experiences ive had as soon as I stepped into the restaurant.

Hi I called customer service a few weeks ago about a issue with a problem my wife and I had where they were going to honor and coupon I had on my app but when we went to pay they backed out of the deal I was told the someone would get back with me I knew that wasn't going to happen I been going to the Moe's location in the forum in fort Myers since it open, but prices product and service has go down hill. What going on with you guy sad respectfully Frank

I ordered for my bf and I two separate meals but we never received ANY green salsa that we ordered. This was the second time that this location did it.
We usually order from East Brunswick but it was a quicker wait time for Marlboros location.

EB Never does this and gives two separate bags of chips with each Meal.

Super disappointed in the service today, 11/13/21 at 2:10pm. I placed a mobile order and and then called the store once I parked in the curbside pick up designated parking spots. The associate, Kaitlyn, answered the phone and told me there is no curbside pick up options. But I explained to her that I'm sitting in front of one of your signs that says curbside pick up. She said no we're not offering that. So after we went back-and-forth and after explaining to her that I have an infant with me and I'm not able to come into the store she huffed and puffed and said she'll send someone out to bring me my food.

I was really confused as to why she was saying you don't offer curbside pick up but yet you have two signs out front that say you do. I order from this location several times a month and I've never had an issue with curbside pick up. If you guys are discontinuing that then you should probably move your signs. They look like they're pretty easy to move and they're not cemented to the ground.

But overall I'm just really disappointed in Kaitlyn‘s attitude towards me. The gentleman that brought out my food was super nice and polite.

I purchased a burrito with chicken. The restaurant was out of the beans I like, and they had no lettuce. The chicken was BURNED! Little black pieces of chicken. Unbelievable, and unacceptable. Too much seasoned rice. More than 50% of the burrito was rice. Hardly any sour cream, no shredded cheese. I'm tired of getting subpar food.

I ordered two bowls. One of the bowls had hair. We are a black family. The hair does not belong to my family The person serving the food had long hair as in the picture enclosed.

Bowl didn't have any of the toppings I asked for. Very rushed seems understaffed. The proportions were stingy. Unorganized set up, not the employees fault but still I feel like the meal was a rip off and I could have spent my money elsewhere. The food didn't even taste fresh, maybe it was a batch from the morning but very disappointing considering I spend so much here.