Moe's Southwest Grill — Restaurant in Lexington

Normally the staff at Moe's are always nice no matter what Moe's you go to any part of the country. However, I cannot say that for this Moe's. If I could have given them zero stars in service I would have. I don't know where they're hiring their staff worse yet, I don't know where they hired the person who claimed she was the manager Esmeralda; at least that's the name she gave. I doubt that's actually her name. Because she refused to give me her name several times and I had to get it another way. We came in to get just a cup of queso and chips. There was only one paying customer in front of us with her daughter. They ordered two burrito bowls and then the person working asked me what I would like. I said I simply wanted a cup of queso. He couldn't find the right size cup so he told me to go down to the other end of the line and have them get it for me. But when I stepped down the guy that was on that side of the line told me that I have to wait until he finished the order in front of me which was fine. I waited but then he told the woman next to him Esmeralda as she claims her name to be, "Get her a cup of queso", the woman dipped out a cup of queso put it with chips and slid it down to the cashier. I stepped behind the paying woman with the two burrito bowls who said I can go ahead because she was waiting for her daughter. I said no that was okay I could wait. But then when I went to be rung up there was no queso in chips because they gave it to the woman in front of me. Esmeralda asked me what I needed and why I was standing there. I said well I thought I was getting queso but I don't know. I guess not and I said to the cashier I just need queso and chips. Esmeralda grabbed a cup of queso and chips threw it down on the counter and said, " There now you can stop!" as she walked away. I asked the cashier what she had said to me and the cashier said stop. Esmeralda then came back to tell me what she had said and how rude I am and that she told me that I could just stop it because there was my queso and that I didn't need to be rude. I said the only person who was being rude is you because I didn't do anything but ask for the queso and chips. She continued to yell at me until I finally asked if I could speak to a manager because she had never stopped yelling at me saying I was rude and that she did tell me to stop. Then she told me that she is the manager. I asked the cashier to ring up the chips and I was leaving. But what I'm also leaving is a warning to everyone. DO NOT go to this Mo's unless you plan on getting yelled at because their employees either don't want to take their time to wait on you or want to pass it on to someone else who then gets it confused and starts yelling at you.

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Went to Moe’s fur the first time last Monday. Saw they offered 6.99 burritos on Monday’s. Employee told me I needed to download the app to get this deal but he’d honor it once I did. No problem I downloaded the app while I was in line. We ordered 2 bowls (same promotion as burritos according to employee) I got to the register to pay and explained to the employee the situation regarding the app. She rang us up told me the total which did not reflect the discount. I reminded her about the promotion to which she yelled at me that she was getting to it and she could only do her job as fast as she could. She was extremely aggressive which made me start to cry. I asked for the manager and Justin the GM came over and did not apologize at all and watched her continue to berate me. He was zero help other then to apply the discount. We took our food to a table and the employee at the register continued to roll her eyes and give me dirty looks the whole meal. Several days later I received a customer survey via email and explained my experience. Sunday I received an email response from the GM Justin which told me they wouldn’t be in business if they acted this way…. Yet they are and they did…. Today, Monday I called the store to try and reach the franchise owner only to be told by the same female that rang me up that the owner wouldn’t call me back as he didn’t do that. I called the other local location hoping for a different employee to help me contact the owner and got Justin the GM who was again quite rude and ultimately hung up on me. Several hours later Neil the owner called me and apologized yet justified Justin’s behavior. He said Justin misspoke on the email but said it wasn’t his intention. He did know own the poor treatment at all. I will not be back even though the food is good. Customer service is very important and pompous staff that think they’ll always be in business regardless of their attitudes is...

Came to grab dinner real fast with my girlfriend about 10 minutes before close. We came not knowing that, and honestly felt bad when we found out. All the serving containers were still completely filled with food so we did not think it would be bad to grab a burrito and a bowl to go. Everything was fine until we were in the car on the way to head back home with our food. My girlfriend looked in the rear view mirror and had noticed a worker waving to get our attention and then blatantly flipping us off. We believed it was the worker responsible for cleaning the salsas at the end of the night, so we can understand her frustration (I guess) but for her to flip us off is quite unprofessional considering we were in and out before they even closed! Definitely won’t be back! Will be calling corporate tomorrow. Someone please let her know Taco Bell across the...