Moe's Southwest Grill — Restaurant in McNair

My family and I were frequent flyers of Moes in Herndon but will not be returning. After several visits the last handful of Monday's and them charging the incorrect amount, I finally put in a formal complaint through their website to get a reply stating they were right and I was wrong, "sorry for the inconvenience".

We have 5 people in our family and would go for Moe's Monday's. The special on Mondays should include a burrito, chips and salsa and a drink for $8.99 each. Somehow I was charged anywhere from $55-$80 each time we went in. I understand that I would need to pay extra for extra meat on 2 or 3 of the burritos but am expecting to pay no more than $50 or so for all 5 burritos per my calculation. The first time, "the app didnt apply the discount". The second time, they tried to "correct" it but still charged me for drinks separately. The third time, they decided to charge more for the bowl because a burrito bowl is not included in the special. The fourth time, they only charged me for 2 instead of all 5 to again "correct" the mistakes. This last time, they charged $56 for 4 burritos...

I decided that I would write a formal complaint because clearly I am not getting any closer to being charged correctly. I went on the website and received this response to my questioning of HOW 4 burritos on "Moes Monday" came to be $56...

"'m looking at your complaint and I just checked your receipt and yes you did have a $20 discount for your Monday special but it came out more because you have extra meat in your burritos and that doesnt include moe monday I'm very sorry for the inconvenience and I'm sorry a lot."

They did not all have extra meat but also...I didnt know that extra meat would be an additional $20???

If you ever wanted to know how to get rid of a loyal...

I’ve ordered from this Moe’s about 6 times over the past 3 years. Every single time something has gone wrong. Every. Single. Time.

Maybe it’s my fault for continuing to order from there. But about every 6 months I think, “Moe’s sounds good, I haven’t eaten from there in a while and it’s so close, I should give it another try.” And then they disappoint me. Every. Single. Time.

The food is nothing spectacular but it’s alright. The employees are usually very nice. I think it is a failure in the systems, training, and management. The employees are not set up for success and their online ordering platform is the worst. If you’re like me, you’ll have to wait far too long and you won’t get the food you expected.

Overall, if you’re ok with a little frustration and heartbreak, this place isn’t bad. For me? I’d really like to say I will never eat here again, but unfortunately I’ll probably be back in...

While the food is decent and the employees are friendly enough, I’ve had repeated frustrating experiences. The staff aren’t properly trained to handle corporate orders or receipt lookups. I’ve also come in to order and have had to wait excessive amounts of time for simple transactions while employees learn how to do their job. While I understand that there’s a certain learning curve that’s to be expected as employees are trained, when customers have to wait for extended periods of time for resolution while other customers are assisted despite coming later, that translates to loss of business. Why? If you can’t handle a simple small transaction- I can’t trust you with larger orders. And if I’m being made to wait an extended period of time unnecessarily, I’d rather take my business elsewhere and be...