Moe's Southwest Grill — Restaurant in Gainesville

I really like Moe’s, and I go to this location probably twice a month. The food is always great. It usually isn’t that busy, but today the line was almost out the door with more people coming in every five minutes. Normally the employees are very friendly, but noticeably they were frustrated with how long the line was and how many deliveries they had piling up. I was nothing but polite when I spoke to the employees making my food and tried to be as quick as possible to make things easier on them. None of the employees, besides one, took their frustrations out on the customers, and were very polite to everyone.

I’m leaving this review specifically because of the employee that was working the part of the assembly line that does the toppings. Again, all of the other employees were great; they were respectful and nice. This one employee, however, no matter how nice and polite I tried to be, was visibly short and rude with me. I have never been shorted that bad on toppings, even on delivery (which they tend to do anyway and the entire reason I went in person). I watched him grab as little as possible from the cheese, and sprinkle the thinnest amount that didn’t even cover a third of my bowl. He gave me half a scoop of pico and I decided to hesitantly ask for a bit more. He was visibly upset with me and gave me the tiniest bit on the end of the spoon. He also walked away in the middle of me talking to flip something on the grill, and I’m pretty sure he went as far as to roll his eyes at me while doing so. Most employees would say, give me a second please, or say sorry I needed to flip that immediately, what were you saying, when they got back. He did neither of those things and looked visibly annoyed with me when he came back to the counter. Finally, I asked for pickled jalapeños and I watched him count out 6 and line them up slowly on the top of my bowl. I had a plentiful amount of rice, beans, and chicken, and the employee working that part of the assembly was nice and helpful to everyone in the line. The person working checkout while trying to be quick, was still nice and respectful.

I don’t understand why this employee specifically went out of his way to be short with me, and to short me on my food. Restaurants get busy and if you can’t have good customer service at a job that is 95% customer service, because you’re mad you’re not having a relaxing day at work, then you need a different job. You don’t take your frustrations out on a customer in general, especially not one that was polite the entire time even after waiting patiently for 30 minutes for you to get through 6 people. This is not a Moe’s problem, and not a problem with the staff as a whole, specifically just the one employee. Someone needs to give him more customer service training or he doesn’t belong in a job where he’s responsible for handling a busy workload or talking...

If I could leave zero stars I would!!! I entered the Archer Rd location today at 12:25 along with four other friends of mine for lunch. When We entered the building the front door along with the inside of the restaurant was VERY dirty. We were NOT welcomed with anything such as "welcome to Moe's" or even a hello. The female who started the order, Tiarra Watson was very unprofessional and rude to all five of us by slinging our food around on the counter, sloppy presentation, etc. When I got to the register I asked to speak to a manager which was Dan in regards to the situation. I explained out experience very politely and Dan became VERY offensive defending the employees actions and asked me "Do you want me to get up on a stage and announce it?" while frailing his arms around. I then asked for a refund for my food $16.96 and Tiarra came and processed the refund while steadily being hostile and rude. I still have NOT received my refund of the $16.96. This place is not only poorly managed, but also poorly maintained with cleanliness. The owner of this franchise should be aware! I suggest cleaning the place up for better presentation and also having a manage that leads by example...

My wife and I walked in at 11:18 am and there is one lady in line in front of us, one young man making her order, one young lady on the register and the 3rd who I am assuming is the manager is propping up the counter avoiding to do anything. The lady's food is made and the guy looks at me and says he will be right with us and starts making at least 4 to go orders??? So I ask "How does a call in take priority over someone standing here"? The guy making the food says "sorry I have to make these first" and the "manager" doesn't show any concern nor even tries to actually help what so ever. He just says "yea those have to be made now". Sad day when 2 people standing alone next in line is snubbed back to at least 5th and 6th in line. I am sure this manger will continue to prop up the counter and keep his hands clean as customers like myself walk out to find a place to eat with a better customer service policy. Disappointed with the level of effort from the manager to physically help out at all and resolve the issue. To many choices on Archer Road to put up with such a shortsighted manager, and obviously under staffed...