Moe's Southwest Grill — Restaurant in Douglasville

My rating is 4 out of 5 thanks to the help of Taneer. It would have been way less of it wasn't for her excellent customer service.

A few weeks back, my husband and I ordered from this location but since it was an online order, they had the bags sealed. When my husband arrived home, we noticed both of our orders were made incorrectly. I called back immediately to see what our options are and were told they have new staff and due to the inconvenience, will refund us for our online orders. I followed up days later to only speak with a manager named Amanda that reassured me that the general manager would be taking care of the refund but at the time they were extremely busy with catering orders. I followed up 2 more times, both times speaking with others reps with no guidance on when the general manager would eventually refund us.

I made a decision to contact corporate and they informed they wouldn't be able to provide a refund but would credit both mine and my husband's account since the others were placed on our individual accounts.

We decided to give then another try and use our credit only to find out they credited my account for my order but not my husbands. At this point, I went back up to the establishment. I spoke with Taneer, the lead for the evening. She listened and remade my husband's order (mine didn't need to be remade since I was using my credit). I truly appreciate her amazing customer service, making sure that this situation didn't continue to go on. I myself work in sales and services and customer service is so important, especially when the error is not the...

The food here is just as good as any other Moe's... hot, fresh, tasty and large portions that more than satisfy your hunger. The staff was polite and we received our meal without issue. I don't make a habit of posting negative reviews, I prefer to promote the positive, but this one needs to be addressed. Here's what I didn't like: Considering we were the only two souls in there when we entered... the drink station, including counter space by the napkins and cutlery, was a soaking wet, sticky mess. You couldn't find a clean spot to sit a cup while you got a lid, if you wanted to. The ice machine was completely empty... not even a few cubes rattling around inside. The floor was trashed, the tables that were open were a mess, since many were labeled with stickers as closed to encourage social distancing. Empty drink cups left behind on tables, chips on seats, spills e.t.c. nothing wiped down. We didn't walk in at the peak of dinner time... it was just before dinner starts... between 4-5. My husband looked around and since nobody was in there, we purposely sat at a "closed" table since they were the only clean ones... and there was literally nobody else in the dining area. I can see why! We were very hungry and didn't want to eat this messy food in the car, or we'd have left. While eating, we observed staff goofing around behind the counter and leisurely chatting. It made me wonder where the manager was. A quick walk around the facility and some employee direction would have greatly improved the overall customer...

The first time we visited this location I left a positive review. It was the typical Moe's experience, great food and good service. This last time we visited was probably the worst Moe's visit we've had in some time. The service wasn't terrible, but it also wasn't great. The main issue was with the portions of food received. We eat at Moe's fairly often and visit many locations so we have a good idea of what to expect when ordering a bowl and this was not it. It's not an exaggeration to say that we were given MAYBE half of the portion size that is typical with what we ordered. When you can barely find any rice amongst the beans, thats not a good sign. We had to ask for more meat, which we never have had to do before, because of the measly amount that was scooped into our bowl. After a few looks between the workers and slight hesitation they assuaged our request, fortunately without any additional charge, but this did little to make up for the lack of other ingredients. The quality of the food wasn't bad, although their chips were stale (also another first for Moe's). We might give it another try when different employees are working and I will update my review...