Moe's Southwest Grill — Restaurant in Florence

If I could give this restaurant negative stars I would! Where do I even begin with the incompetency, unprofessionalism, poor management etc... I ordered a catering order two days before my event and even received the email confirmation. I called them from my event at the end of the 15minute schedule delivery window to check they were coming, the assistant manager got in the phone said “they’re on the way” and hung up. She didn’t even ask for my order number or location. 20mins later still no delivery and I have a very angry group of people. I call again, they simply didn’t make the order, hadn’t even started it and we’re casually dancing around. No apologies, no rush to get the order made and delivered. Long story short-I got kicked out of this account, costing me thousands of dollars in sales, and this location STILL CHARGED ME! I have since been calling the restaurant a few times a day and cannot week to get the manager on the phone. WHAT A SCAM!!!!!! I will be calling corporate to report this location and will NEVER support this business again which is a shame for them as I cater lunches and breakfasts 5 days a week. STAY...

Today, by far was my WORST experience at Moe’s. Idk what it is, but the past few months this location has not been up to par. I walked in, and the young man making my burrito doesn’t know the difference between adobo chicken and double chicken. It’s fine, because I let that slide. He proceeds to make me another one, and everything goes smoothly. That is until I get back home (20 minutes from this location), and my burrito has been switched with someone else’s. I open the burrito and notice mushrooms and guacamole, all of which I do not eat. Especially mushrooms b/c of the allergy I’ve had. I literally bit in the burrito and notice an influx of mushrooms. No chicken all in the burrito. I call the restaurant and my only option is to come back and get my burrito remade. No incentive for having to come back to get a burrito that should’ve been made right remade. I understand that they may be training people, but how my burrito got switched, I’ll never know. Now I’m on the way back, 20 minutes from home to get a new burrito. Yikes.

Update: Upon arrival, they went ahead and righted their wrongs. Thank you to the nice older lady...

The people working the line on Sunday (1/5/25) at around 6:30PM deserve a raise. They were decently busy and kept the line going at a good pace. Specifically the lady running the register. I was there to pick up a mobile order for myself and a doordasher got there just before me. The guy was getting nasty saying it was ridiculous that he had been waiting for 20 minutes even though we got there at about the same time and I was only there for about 10 minutes before he started complaining. Regardless of how long he had been there, the orders are made in the order they are received. She stayed calm when dealing with th rude dasher when she would have had every right to be rude right back. Food was great and I always love ordering from here.

I want to add the dasher was constantly in the way of people trying to leave because he just couldn't not hover around the pick up area instead of waiting patiently...