Moe's Southwest Grill — Restaurant in Jacksonville

Moe's Southwest Grill is 100% honest to goodness Tex-Mex. The food is good and unfussy. They keep the flavors simple and uncluttered, this lets the natural flavor of the peppers and seasonings shine through... that is always a good thing! However, things aren't all as they should be at this location.

My criticism of Moe's, not the chain, rather this one location. It's that we didn't see any of the management team, no one came by the table, and well... the place "felt" kind of cold. What's worse, things were a bit dirty.

There are plenty of places to stop for a quick bite in the area, I would appeciate a little "after the sale" attention. I'm not saying that someone has to come and sit next to me and hold my hand, but at least come by and see how my experience is going. By the way, if anyone from Moe's is reading this, my experience wasn't great.

On the Sunday afternoon that we went in, there were no crowds, the place was empty save for 2 or 3 tables. We ordered our snacks and took a seat in the lobby. The first table we sat at had not been serviced. No bother, we just hopped into another. When our food was ready it was packed to go even though I had stated that we were going to dine in.

The food was tasty and exactly as ordered... no complaints there. I've had Moe's in other markets and thought they were great. The food taste and quality were exactly as expected! It was the staff, and lack of attention that were the downfall here.

Anyhow, we enjoyed our snacks and started out the door. I decided that we had a bit of a drive to our beach destination, just north of Vilano Beach, and I should use the restroom... nope. The restrooms had clearly not been serviced that shift. The sink and toilet were wet and there was TP on the floor.

I've always had solid experiences with Moe's in other markets. I enjoy the food. I even enjoyed my food on this visit. That being said, I wish the management and staff would try harder to present the facility and food in a more positive light. I am hoping that this was an isolated incident and my next visit...

I placed an online order while driving towards this Moe's location. Ten minutes after the order was supposed to ready (30 minutes after placing the order to be more transparent), not one worker in the store attempted to make the order or to apologize for the inconvenience. This location is never my go to because the last time I was here (again in full transparency, it's been years) they had live roaches roaming around the store. Since it's been years and the health department has not shut them down, I took a chance today. Never again. The line was about 7 people deep when I entered (again in full disclosure about 10 minutes before the 'order ready time' from my email). During that time, one mobile order was prepared. Once two other mobile customers came in, the "manager" then asked for names. I interjected that I had been waiting much longer and she replied and you'll still be waiting as we're handling customers in line. I said I will reach back out to a manager but that is a poor business decision as we have already been charged and have been waiting for 30 minutes since ordering. Those last customers had not had as long of a wait nor had they paid so they had options to leave. That that policy is bad customer service. She proceeded to say she was the manager and she made the decision to serve those in line first. I said and now we can't even get a refund and she said I could wait until she felt like it. Obviously, I'll dispute this charge since I didn't get serviced but this location needs to terminate her instantly. Good service starts from the head and if she is a manager, she reflects how dirty the restaurant was and how slow the service was. The alleged general manager said that he would refund my money by noon the next day. It's been over a week and they still haven't refunded my money. Steer clear of this...

I placed a mobile order and went to pick it up. I got there 10 minutes after the email said it should be ready (almost 30 min after placing the order). All tables were empty except for an employee asleep at a table and there were 3 employees behind the counter. There were 4 people in line. I walked to the counter to ask about the mobile order and the woman at the register acted like she didn’t understand what I was saying. After repeating myself 3 times she walked away to look for the order and came back to tell me it wasn’t ready. I asked if she knew how much longer and she shrugged and walked away. I waited for everyone in the line to be served and continued to stand there. It wasn’t until I asked about the mobile order again that an employee started working on it. She threw it together with an attitude to make it very clear that she didn’t feel like making my food. I mentioned that it looked like half of the ingredients were missing and she said yea we don’t have it. They were still supposed to be open and weren’t refilling any of the food so I paid normal price for something that was equivalent to what I would’ve gotten at Taco Bell. I don’t see the point in wasting my time on a mobile order if they’re just going to ignore them. I’ve never seen this location in this bad shape and people working with absolutely no respect for other peoples food that they are preparing. I’m never coming to this...