Moe's Southwest Grill — Restaurant in Hampton

This location has really hit rock bottom. It used to be good and busy all the time. I went there on a Saturday at 6pm and there was only one customer in the restaurant. The place looks like it is going out of business. Employees do not greet you or do not even talk to you or acknowledge me when I spoke to them.

The meats look like they had been sitting for hours. There were no carnitas, no adobo chicken and no crispy chicken. The only meats available were white meat chicken and steak. Both of which you are charged extra for.

The woman did not greet me just asked "what can I get you?" I asked for two burritos, one chicken and one steak. I told her light on the rice, just a small scoop. She procedure to put two full serving spoons of rice on each burrito. She asked if a wanted any beans. I said just a little bit of black beans, like half a scoop. The guy beside her picks up a full rounded scoop of beans for each burrito. They next put the meat on, scooped a spoon and then shook the spoon so only meat covered bottom of spoon, maybe one ounce of meat. Next I was asked to you want any corn. Again, I said just a little on each. Again a full rounded spoon was put on each burrito--the same happened with the Pico de Gallo.

Now with all the liquid from beans and salsa, I could see the burrito was all soggy and the guy was having trouble rolling it. He did not fold it like a burrito, he just rolled it and tucked the edges in. The aluminum foil did not cover the entire burrito and there was a half inch strip of burrito that was not covered by the foil wrap. When we opened the burrito to eat, both burritos were split wide open and half the contents spilled into the foil. The burritos both tasted like rice with corn dish. There was no meat flavoring whatsoever.

I seldom give a restaurant a one star but this Moe's really should not even be in business. Bad service, bad food and overpriced. There were no tops for the salsa containers. There were no napkins stocked. The food prep area did not look clean. The only plus was the chips they gave with the order.

Total cost for two burritos and...

This used to be my favorite location. Over the past months the service and quality of food has declined. Today was by far the worse experience ever. My husband stopped by to pick up food for our family of five. Purchased five burritos only to get home and discover one of them had been left out of the bag. By the time he made it home it was about 5min until the restaurant closed. I placed a call to the restaurant immediately and was told “the restaurant is closed, the most I can do for you is remake your order for you tomorrow “. I expressed to her that “ I understand the restaurant is closed but that staff is still there cleaning. My husband could be back to the restaurant in less than 10 minutes to pick up the item the staff neglected to put in the bag.”She told me “no, we have cleaned everything and threw all the food away “ I asked to speak with the manager and was told I couldn’t because she was busy cleaning the grill. My question to her was “is cleaning the grill more important to the manager then dealing with a customer who’s food was forgotten “ she placed me on hold only to come back and say the manager would come to the phone once she was finished cleaning the grill. 5 min later the employee comes to the phone and says the manager said the burrito is still on the counter and you can come back and get it! Come back and get the food that you just told me was the trash? No thanks, I’d like to speak to the manager. She stated “she will come to the phone when she’s done cleaning the grill “ .7 minutes later the manager Kristen comes to the phone. I present to her the same question I asked the employee “is cleaning the grill more important to the manager then dealing with a customer who’s food was forgotten “ her response was yes! I have never had such horrible customer service in my life. I will never visit this location again and will be sure to tell my friends and family about the poor customer service and food quality. Not to mention they were out of...

Like others that have posted here, I used to thoroughly enjoy this Moes. My major issue at this point is the service: individuals on the line are polite, but they dont have any training or guidance on how to prioritize orders and it results in a bunch of unhappy customers who are ordering online.

I placed an online order for a dinner kit with a pick up time for 515pm. Upon arrival at 5, I see three other people waiting for pick up orders. By my pick up time the number of people waiting for pick up orders had doubled. When asked about the status, the staff member (politely) said none of the online orders had been started and so she wasnt sure when they'd be ready. Meanwhile the rest of the staff successfully served no less than 20 other customers who had come through the line.

This isn't the crew's fault. But neither did I see anyone resembling management or even a team lead working to keep both in person and online orders processed. The store has a separate work station to help with such things, but it wasnt open or being used.

After waiting 45 minutes, I got in line and directly ordered the exact same thing I'd ordered online. It was done before the online order was.

To add insult to injury, the food then sat on the countertop for another half hour waiting for...not sure. After an hour and 20 minutes in the store, I gave up and left. Called to cancel the order and the staff was very polite and apologetic, and got the...