Moe's Southwest Grill — Restaurant in Madison

The worst online ordering experience and poorly trained, disorganized, reactive restaurant staff I have encountered at a "quick service" restaurant. Staff was unknowledgeable and said that they were going have the ownership contact me today, but that did not happen.

After a terrible, gross, and sickness inducing experience at the Jackson location last month I decided to take my business uptown and give them another shot, same ownership. I saw I had a free birthday burrito and $40 of rewards credits in the app. I created my birthday burrito and realized after spending 10 minutes in the confusing app that I could not pay for any remaining balance on the order with rewards credits. So, I place the burrito order and moved on to placing a second order to use my credits.

Then the app tells me that I cannot use more than one reward in the same day. Not allowing a customer to do business with you is a strange policy, but whatever. We place another order from my wife's account and used the bogo entree item. She wanted a quesadilla, so we placed the order for 2 pork quesadillas and some queso. So far, not great but i'm trying to see the upside in the hopes that we will have a good experience eating the food.

Boy was I wrong and unprepared for what was to come to us upon pick up. My wife goes in after 15 minutes as instructed by the app. My birthday burrito is now about 25 minutes old and she goes into pick up both orders. The manager tells her that the second order with the quesadillas were not made yet because they were out of pork. No calling us to ask, no making up for the mistake and wasted time, just a question of what she wants as a substitute. She tells them to do steak and they begin, almost 35 minutes after my first order...

They then proceed to make the food but realize that there are too many bags of food. The staff tells her to just take the extra food and end up sending her home with what they thought were burritos, it was actually extra queso. No calls to follow up on the order, no comping the major error, nothing but an apology.

When we get to eating the food the $10 quesadilla is just some beans and steak and some sprinkles of cheese. Nothing like the menu photos, and definitely not a quesa-anything. No sign of the extra charge queso dip in the dish and over an inch of bare tortilla around the entire perimeter of tortilla. Not enough food to justify the $10 price tag, or even $5.

I cannot stress how poorly the team did last night. No remorse, no compensation, just excuses and complacency with mediocrity. Avoid all locations...

Came in for a steak quesadilla with EXTRA STEAK ADDED. had to take it to go due to I had to be at work. I'm an avid Moe's customer and this was my first time in this location and I'm saddened to say it will be my last time. To start this off, the black bean had the consistency of refried beans. I've never had a black bean like that but I still wanted to give this place a chance. Once my order was completed and given to me I noticed that the quesadilla itself was falling apart and the filling had leaked out onto my chips at the bottom of the bag. AGAIN, I'm not hard to please but the fact that I paid almost $20.00 for a meal that I had to come home and put back together is really unfortunate and wrong on so many levels. Tried to call the store and got no response after sitting on hold for 17 minutes. Very unprofessional as I know the restaurant was due to be open another 2 hours. I'm sure corporate will do nothing about this as there are plenty of bad reviews that have been left before mine. Train the staff on how to properly handle people's food. You never know who will come in to...

I’m a long time customer here, I loved their food for the longest time and the staff were always super nice to me. After not having been for a while I came back on a Sunday and was very very disappointed. They were out of steak (with the current climate.. I get it) which was fine so I opted just for chicken. As I complete my order the server gives me a small handful of lettuce, the very last bit left In the tin.. doesn’t make for a particularly great experience. I ask for a drink and I’m given a cup but as I’m pouring my drink they run out of a bunch of the syrup. One machine is out of ice and both haven’t been refilled with the various drink choices they offer. To top it all off.. they had no lids for their drink size. I was just given a “sorry we don’t” when I asked and if I had known they were out of lids I wouldn’t have gotten a drink as this was a Togo order. Overall I’m really disappointed, they charge so much more than other burrito places that I enjoy, they just are unfortunately the only option in the area. I hope...