Moe's Southwest Grill — Restaurant in Palm Coast

Don't even know where to start. If I could give minus stars, I would. I placed a mobile order for A burrito, and put it to pick up curbside. Arrived at the time given for pick-up. The sign says to call a number to let them know you're there. Called the number...it goes right to a message that says this number is unavailable at this time, and to leave a message. Tried to call the number three times. My fiancé then decides to just go in, as there's no acknowledgment from inside at all. I can see my fiancé from the car, as he goes right up by the register. After waiting several minutes without any acknowledgment from employees, he finally says to the one employee behind the counter (Kevin), that he's there to pick up a mobile order that was for curbside. The employee proceeds to look over at the other employee, a woman (and who I later found out was the shift manager... which it seems they promote anyone to that position apparently, by today's experience, as well as the many other reviews I just read on here).. and then tells him with a blank look and attitude, "we haven't even gotten to that". At this point, it's now about a half hour AFTER my pick up time. My fiancé then tells him that the mobile order was placed over a half hour ago, and the employee responded with, "you just got here, and these people are ahead of you". Really?! One person on line nicely even tried to tell him to please help my fiancé first. At this point my fiancé got quite angry by the treatment, as well as the fact that I didn't have my food (which was an order for me for dinner, as I'm vegan and could not eat what everyone else was going to)...used some choice words, and left. I called their corporate customer service immediately as we left, but being after hours already, I only had the option to leave a message. In the end, I paid for a mobile/curbside order I never got... and had no dinner as a result. Apparently, not only from my experience tonight, but also by reading very similar reviews, just as I came on here to add mine, they have some clear issues at this location. The employees are like zombies... and certainly shouldn't be working in a position that deals with the public. It's a shame, because when right, Moe's food is good, and a better fast food choice. Even though this is my local Moe's, I won't be back to this location. All I can say is to read the reviews before you choose this location... and if you don't, or you go...

Newest Visit on 11/22/2019

I wanted to take this time to give acknowledgment to Sydnie- Shift Manager at your Palm Coast, FL Location. I am a regular customer at this location and decided to return on November 22, 2019, for dinner. Upon my entry into the restaurant, there was a lady using loud language and very upset at the fact that Sydnie did not understand her questions and or request.

Being perfectly honest with you, I was very confused at trying to understand what the lady wanted as it was evident that she suffered from a form of speech impermanent that prevented her from being understood properly when speaking. What stood out to me the most was that Sydnie remained calm and used additional visual ways to assist this very rude lady with her order.

I mean the lady was hollering at her very loud and just loosing self-control of herself and dignity which I found to be very unnecessary Through it all Sydnie remained respectful with this customer and completed the complete process through cash out of her order. I was so proud of the way that Sydnie handled herself and provided excellent leadership and people skills during my visit. This being said, I wanted to make sure that I took the time to express my observations with the leadership team of your company.

Yes, Sydnie is very young in her role as a shift manager, but it made me proud to know that I was able to understand why she was allowed to advance into management with your organization. I can only hope that Sydnie continues to learn and grow in her role with your company and I just want her to know that she did a Fantastic job overseeing her shift on the very hectic Friday night.

Wishing you all the best

Jay

Original Review:

I was very excited to learn that Palm Coast would now have a Moe's in our local community. I was very impressed with the friendly greet that I received from all the staff as I entered the building. The environment was welcoming and the layout of the restaurant was big enough so that you would not feel cramped.

My food order was made to my liking and the restaurant was very clean. Overall, I was VERY impressed and satisfied with my visit and I am sure you will...

I am editing my initial review from last weeks visit, where this is the follow up of. After our past experience, Jessica the GM had contacted me a day after the past visit / review I posted, that wasn't very positive. She had voiced her concerns after listening to my experience an assured me that she is taking strides to better the overall customer experience! My wife and I are loyal Moe's customers and have been coming to this Palm Coast location for years as well as other locations throughout. After our visit today, I wanted to take the time out to express how much better today's visit was, with A+ positive customer service!! Kenny was awesome and we made it a point to tell him before we left. We have experienced his friendliness on a few occasions on our visits. Each time he is very professional and a bundle of joy with a friendly smile on his face. You can tell that it is of passion for what he does. As when Jessica and I spoke last, it is hard to find good customer service, so when you have an employee of this magnitude, consider them as an asset. I also want to give a shout out to Jessica / GM for reaching out and taking the past review as constructive criticism, as it was meant to be. I always try to give reviews, whether good or bad as previously mentioned for the help of businesses to grow. This is for influential impact to provide customers with a great experience! Kudo's to Jessica and Kenny for your positive impact, providing quality for the Moe's brand!! Until next time, keep up the great work and see you...