Moe's Southwest Grill — Restaurant in Saint Joseph Charter Township

This location is about an hour and half away from our home but our daughter has therapy up there 2 times a week. We've dined in multiple times and always had to most amazing service and food!

Tonight, being a school night and dinner being rushed, due to driving. I decided to ordered one of their nacho kits. I had my husband pick it up once they left therapy. When he got home the guacamole was missing from my order (his mistake for not checking) but I called and spoke with Trevor and he said let me see what I can do and I'll call you back. He called me back within 10 mins and already had a credit back to my card. He was so kind and understanding. Good customer service is hard to find but exceptional almost never exist anymore. However, the entire staff at this location is exceptional and the food was amazing!!

Trevor, thank you so much for caring, being prompt and showing that customer service...

Placed an order online. I didn't see it in the pick up area, so I asked about it. I THOUGHT that they found my ticket and started making my food...until I realized they were just making other online orders. There was no one in line at all. I asked why they weren't making my food and everyone either ignored me or just said "we're very busy". I finally called out the manager who was obliviously standing behind the counter and asked him, "if I were a walk in customer, would I be served right away?". He agreed that I would. I then asked him why I'm having to wait for an online order that should've been prepared already. He wordlessly prints my order and gives it to someone to begin making. Doesn't even apologize for everyone's errors and ignorance! The only reason I didn't give it 1 star is that I saw, in my email, a full refund. Would've been nice if he TOLD me that, instead of being mute...

I'm mildly allergic to gluten, and when asked, the employees weren't sure if they had any such options for a tortilla, but then told me they could go for an "whole grain" option as if that was likely to be gluten free. They did change their gloves though, which was quite ironic given the whole grain tortilla...

The worst part is that upon requesting a vegetarian homewrecker, they did not inform me that there was a change in price for adding tofu, even though it added about a dollar per burrito.

The staff here obviously need training on what gluten free means before someone with a more significant allergy shows up, and they should know to alert customers to a change in product price.

This was my second or third time here. Last time they couldn't wrap a burrito properly...