Moe's Southwest Grill — Restaurant in Southington

I've eaten at enough Mexican joints in my life to feel like I've pretty much covered the entire spectrum from bottom end to the finest gourmet. And honestly, given my passion for the style, I was genuinely surprised when I realized that I had never eaten at a Mo's before. This one is about 10 minutes from where I work so when a co-worked suggested it for a Thursday lunch man-date, I bit on that like a rattlesnake.

As per usual, I did my due diligence as far as researching the place and it's selections. I like knowing what I'm going to order when I walk in as I sometimes freeze up like a deer in headlights if I try to decide spontaneously. The general consensus on this place seemed to be that if you have a bad experience, it's going to be service related. Meaning, the food is probably going to be good.

We walked in and I "got it" right away; it's a Mexican Subway. My man-date was shocked that I didn't already know that, but again having never been in one I was going in cold. Couple people in front of us, but they move them through really quickly here, so the wait was not an issue. Placed my order for a "Steak Wrong Doug" with the first gent at station one, he offered me the options and was overall super pleasant. On to the next station and another guy who was equally pleasant as he helped me decide on the fixings. Smooth sailing! Finally at the register, a SUPER friendly lady who we joked around with as we waited for our meals to come out.

Bottom line on the food: It was good, really good. Flavorful, fresh tasting, awesome. And the free chips and salsa bar were just like a hidden gem. Really, really good overall.

Bottom line on the service: It too was good, really good. I get it that people have bad experiences with other people, and that can ruin the dining experience itself. I for one will ALWAYS give a place another shot or 2 if I get bad service but the food is on point. If you did happen to have a bad service experience here in the past, I will say 100% that this place is worth...

In all my years of living near a Moe’s, I never had the desire to really go get it..I’m not a fan of TexMex..it’s also why I don’t go to certain chains, but I was in the rare mood for something different. I’m a new fan..when I’m in the area to get it. It’s not something I would drive a car distance to get..but it was filling, staff was pleasant. Food - I got the “home wrecker bowl” and got it to go. When I say the bowl was slap packed full…it was “lid off explosion” type of full. I didn’t get the girls name who made it..she was the only one without a name tag in the whole store but she had a color streak in her hair (can’t remember if it was pink or purple)…but this girl/waiter was making my bowl, another bowl and a burrito to go…AT THE SAME TIME!! Talk about being fast, efficient and courteous. Tyra was another one that was on top of her game as far as making the food orders.

Service - I pretty much covered that into the food side..also Aimee at the end who did the billing was also really helpful and she was making orders as well. Told her it was my first time, she giggled and then said welcome to Moe’s..as they do on the commercials…so I’m not a rookie anymore..lol.

They didn’t have queso sauce..or were out of it. On the app…if you’re new, you get a free side of queso sauce and have 7 days to use it.

Will I go back? More than likely, and this will be the store that I’ll go to even though we have one in Bristol that’s closed due to renovations. On a 1-5…4.8 and that’s only because one of the girls that was working was texting on her phone, and then touched food..I didn’t catch her name but other than that…5’s and 10’s all...

I placed my order online 7:30pm, my husband arrived to pickup the order at 8:00pm and it was not ready. They called out my name to inform him they had zero chicken left. They said they would cancel the order but I could not be refunded because there was no manager. Then they said it would be 30 minutes before they’d have more chicken. Which is it, does more just need to be cooked or??? Then all of a sudden, there was a manager and the manager themselves made my order. I was on the phone and heard my husband confirm with the manager that the chicken club be extra grilled with extra ranch. What I received? A chicken and cheese quesadilla, no ranch or bacon.. oh and the cheese wasn’t even melted. I attempted to call the store as the app says to do and after waiting 20 minutes on hold, the manager (Tyra) answered the phone and then pretended as if she couldn’t hear me - “hello, hello”. I explained what the issue was, got cut off and an attitude while I was talking and then got a “I’ll give you a full refund” and hung up on. From someone that worked over 10 years in food service, the customer service is non-existent and that interaction was appalling. This location is...