Moe's Southwest Grill

I ordered online when I ordered a steak ww with mushrooms, onions, grilled peppers, sour cream and guac on the side, queso and black olives. I asked the lady if the order was correct she said yes. I got back to my office and the only thing on it was steak and cheese. This happens on a regular basis. It is simple

Horrible service. The servers get angry with you if you don't know the special Moe's ordering technique. I've been to this location six times, and I have been over charged twice. They do it intentionally, and when you point it out, they make a big deal about how you are complaining about such a small amount of money. If its such a small amount of money, just pay it back to the customer you overcharged. Overall, very much a nickel and dime establishment that is more concerned with bilking customers out of a few dimes than customer service. There are a lot (and better) of Mexican places in the area. Save yourself the aggravation and go somewhere good.

Dear Revdex.com, please refer to attached letter.  Thank you.

We appreciate the opportunity to respond to this Franchise Owner’s concerns. Please note that we have reached out on many occasions to this Franchise Owner to offer accounts, however we have not received response.  The most recent example was earlier this week when we contacted him to offer a...

new account and did not receive a response. Our Regional Director will be following up this week directly with the Franchise Owner to address concerns further. We have well documented records that indicate that accounts totaling $4,073 were offered to this Franchise Owner via both email and phone calls and we received no response back.  At one point, the phone number we had on file was disconnected. There were two accounts totaling $1,872 dollars, which the Franchise Owner accepted, however multiple complaints were received from the customers.  This is all documented.  On one of the accounts, the Franchise Owner was provided 15 days to correct the cleaning deficiencies before the customer requested the Franchise Owner be removed from the account. On the other account, the Franchise Owner was provided 5.5 months to correct the cleaning deficiencies before the Franchise Owner was removed from the account.  As the Franchise Owner stated in initial compliant, they are to be provided 10 days to address deficiencies, in both cases, they were provided more than adequate opportunity. Again, our Regional Director will be reaching out to the Franchise Owner to review this matter further. Thank you.

As our original response indicates, the Franchise Disclosure Document, signed by Mr. [redacted] daughter, whom is the Franchise owner, clearly states the initial 120 day fulfillment period begins when training is complete.  This Franchise owner completed training on 3/17/2016.  Hence the initial 120 fulfillment period runs through 7/15/2016.  If fulfillment is not achieved by that date, Mr. [redacted]s daughter may follow the process outlined in the signed Franchise Disclosure Document, which specifies the steps for requesting a refund or credit.

I am looking for Moe's to contact me to clear up this issue and let me know how they are handling this employee swearing at a customer. I have contacted corporate twice and have not received a response back from them.

I am extremely upset about my last visit to this location!!! I have encountered the rudeness of this employee before; however, today was the last straw. On previous encounters, my food has been made wrong. This employee always acts as if she is not the problem when the order ticket clearly states how it is made. Due to this employee, I prefer to drive to other locations instead of this one. On april 25, 2016, I placed an online order via the app. The order was a joey burrito bowl and billy barou nachoes. For both of the items, I ordered extra ground beef and vinaigrette on the side. For the nachos, I ordered extra queso. When I arrived to pick up the order, the cashier assured me that the order was correct b/c the past few times, I had visited the location the orders weren't always correct. I got home, opened the bags and of course the orders were wrong. They had put vinaigrette on the bowl instead of on the side and the nachos didn't have any queso. I tried calling the store and no one ever answered the phone. I went back to moes and was speaking to one of the associates behind the counter. [redacted] states in a very loud voice, "no you are wrong. We did it wrong, you checked. " keep in mind, the store is still open with customers in the building. I told her that no, you guys clearly didn't follow the instructions and do not raise your voice to me. She is still screaming at me saying that i'm wrong. Again I told her to not raise her voice at me. At this point, instead of the food, I said "i want my money back". She stated I can't give you the money back. I said I want to speak to a manager. She said the manager isn't here. I said call him because I want my money back. She tosses a card at me and said you call him. Then she takes out her phone and called someone. While listening to the conversation, I realized she had called the manager. While listening, she told the manager I raised my voice at her. I then called the number on the card several times and [redacted] finally answered. While trying to explain the situation, he interrupted me and said that I raised my voice and used explicit language. I told him that she is not going to lie on me because I didn't do any of that. I told him that I was talking to another employee when she loudly interrupts and raises her voice at me in front of customers. He said there was nothing he could do at this point. I stated that is absolutely unacceptable. He said she is the manager on duty while she had told me the manager was not there. In that case, I should get my money back. He kept saying there was nothing he could do since we couldn't agree. I said there is nothing to agree on when you guys are in the wrong and she raised her voice to me when I wasn't even talking to her. The menu clearly states queso comes on the nachos so it should have been up there. He said that I would have to come back tomorrow. I told him that I didn't trust him, her or this store because you clearly do not see that this store is in the wrong. This is an example of the worst customer service ever. The store messed up and I am supposed to accept it and one of the so called management staff yells at a customer. Desired settlementrefund of monies paid to the store.

I went there on Cinco DeMayo to get the $5 burritos as advertised on the sign and then told I could only get one burrito for $5.I went there on Cinco DeMayo to get the $5 burritos that I had been multiply times reminded of from the company emails. I go there, there is a hand written sign on the door saying one $5 burrito per person. No problem, I've got a family of 4 I'm feeding, each of us is getting a burrito..1 per person. The manager says no, only one $5 burrito. I told her that none of the multiple emails I got said anything about a limitation of 1 burrito, in fact, signs out front said "$5 burritos" She said she was the manager and that was the rule. I turned, took pictures of the signs, and left.Desired SettlementManagement needs to be informed that they cannot use this bait and switch tactic to lure in customers and then tell them that they can't get the advertised special (or that there is a limitation placed on it that is not spelled out on any of their promotional material).This occured at the Moe's in Fuquay Varina that is listed at:1410 E Broad StFuquay Varina, NC 27526

Review: Upon paying at the register I was asked if I wanted a side of Queso. I agreed and was charged for it however when I returned to my office I found that I didn't have the Queso. I contacted Moe's through the contact us portion on their website and a call was made later that day. The voice message was very unprofessional and the tone came across like I did something wrong. "I want to have a talk with you" was said treating me like a second class citizen. Moe's stole money from me and did not deliver the product they charged me for. I re-submitted another request on their contact us form on their website asking them to e-mail me. I've not heard any response. At this point I'm under the assumption Moe's Southwest Grill is planning not to contact me and try to get away with stealing from me. I went in there to try and speak with a [redacted] and the employee just yelled "huh" at me and then asked what kind of beans I wanted. This type of customer service is totally unacceptable.Desired Settlement: A refund for what I was charged for the queso. All further communication should be through the form of e-mail at [redacted]. Also an explanation of why Moe's Southwest Grill is stealing from me and being rude on top of stealing from me.

Consumer

Response:

At this time, I have not been contacted by Moe's Southwest Grill regarding complaint ID [redacted].Sincerely,[redacted]

Review: New owners! Beware!

I have ordered catered lunches for nearly three years, The franchise was taken over by new owners. when the transition happened late spring I had a few orders that were not up to par. However I understand business transitions and was willing to work with the restaurant.

However I ordered another large catering order at the end of June. THEY cHARGED $70 OVER The normal rate in which I received. I'm also aware of inflation, but $70 as a significant amount.

I have ordered the same thing, at least once a month, to the same business for almost 3 years. The only thing that changed was the person responsible for this order. [redacted].

The new catering manager, [redacted], was very disorganized. She claimed I was under charged in the past, however she would reimburse because of my loyalty and continued patronage. She also wanted me to send the documentation of the rate from the previous owner, I had sent her emails and screenshots. I never heard from her.

After a month of several phone calls and emails I and very disappointed to say I have not yet received the reimbursement for the overcharged order. I tried talking to [redacted] again, and her email response to me was that she was in another store, in Wilmington, and did not have time to adjust it. I again repeatedly called the store and her Business cell phone.

FINALLY, [redacted] returned my call to tell me she is no longer honoring a refund for the overcharged order. This back-and-forth for six weeks is very frustrating. Apparently the new owners, own the entire state of dELAWARE and parts, PHILADELPHIA

The store manager called me to refund the money, however it has not since posted on the credit card, it's been almost 2 weeks. His name is JUSTIN. And I believe he was the only one with an understanding of customer service at this organization. I appreciate his time and help, however I have yet to hear from the owner or [redacted]

Six weeks still no refund.

This is extremely frustrating, and disappointing especially to a loyalist.Desired Settlement: Please refund my credit card and $70