Moe's Southwest Grill — Restaurant in Jacksonville

Came with my kids to meet my bff and her fiance. It was a Sunday and it's kids eat free. Two white workers starred and laughed at me and my kids while they made our food like they'd never seen black people before. Then I go to pay and I only pay for one meal...mine. Since it's kids eat free. The person who cashed me out was a nice black lady. Only nice normal person on that shift. One of the guys who starred and laughed was standing near her watching her ring me up. He had a crazy look on his face and dashed through the doors to the back to go to the kitchen. He comes back out with a lady. A manager apparently. She stares at the lady ringing me up and looks crazy too then goes back to the back. They were acting like a crime was being committed. I didn't realize at the time because I was still trying to get my kids together and get them their cups. I came back to the counter to get the kids food and it was no where in site. I had to ask for it. It was still near the area where they make the food for you. Then the black lady says "my manager just REALLY got on to me. You were supposed to pay for you and 2 kids not all the kids free. I didn't know so I'm just letting you know for next time" I apologized and asked how much do I owe she said don't worry this time but next time you'll know. So I understand now why they starred at the register. And why they kept my kids food hostage. What I don't understand is why he or the manager just didn't simply say "sorry ma'am it's actually only kid's eat free per one adult" Seemed like it would have been a simple thing to say to me. But no, that's too much like...

I’ve been here a few times in the past and I’ve never had a problem until last night.

When I arrived I went through the drive thru, there was no customers in the store or in drive thru.

The way I was greeted at the speaker was so rude and unprofessional there was no warm greeting. The young lady asked me to take a look at the menu and she would be back with me. I was waiting 10 mins to place an order!

Once I finally got to place my order I was rushed through the process. When I got to window to pay, I wanted to add a cup of queso and chips. The rude lady at the window began to proceed to ask me if I wanted more chips after I stated I was adding a cup of queso and chips.

When she went to grab the chips and queso I noticed a gentleman came from the back and the lady proceeded to tell the gentleman in a very rude way how I wanted to add additional food and what I already had. I also witnessed the same gentleman with gloves on, pick up trash off the floor and with those same gloves use them on the table where the food is made. He did not change gloves at all which is unsanitary.

Now on to the food it was terrible the quality was horrible and the taste was awful. My chips on my nachos were so soggy I had to try to remove them. Once I removed most of the chips I was left with such a small amount of food it was a shame! Their queso was the only good item.

I will not be coming back here and most definitely would not recommend you...

Closes at 10pm, says so online and on their front door. We showed up at 9pm, there were still some customers inside eating.

Double checked the door, verified they closed at 10pm. Shook the doors a bit to make sure they weren't jammed and we tried to get the attention of the employees in the lobby. We couldn't get the employees to acknowledge us.

Decided to go through the drive through and someone answered us. We asked why the doors were locked and they said the lobby closes at 9pm.

As I mentioned, there were still customers inside eating not to mention, locking customers inside the store violates several laws and raises concerns for safety.

This is all assuming the manager or franchisee isn't great at running a business and actually made the poor decision to close down over 50% of your store and continue to pay staff. Because that's so obviously an awful business decision I think it's more likely the staff is attempting to defer business to avoid work the last hour.

Regardless if that was the staff's intention, that is what happened. Business was deferred to the competition.

I won't visit this store again, I recommend others avoid the inevitable disappointment.

If the decision makers of this business would like to obtain consultation on how to improve sales or train their staff feel free to leave an owner response and I'll reach out with my fees, maybe together we can make this...