Moe's Southwest Grill — Restaurant in Spartanburg

Review: Frustrating and Repeated Delays with Online Orders at Moe’s

I’ve been a regular customer at Moe’s Southwest Grill, but the repeated delays with online orders are beyond frustrating. Today, I placed an order with a pickup time of 4:20 pm and didn’t get my food until 4:45 pm—a 25-minute delay. This isn’t an isolated incident; it’s happened to me over half a dozen times.

Every time, it’s the same story. I walk in, and while I wait, I watch several people who ordered in line after me get served first. It’s obvious that in-store orders are prioritized over online orders. I get that no one wants frustrated customers in line, but online customers deserve reliable service too.

Part of the issue is that Moe’s app gives wildly inaccurate pickup estimates. It’s not responsive to actual dinner rushes, current orders, or staffing levels, so it constantly leaves people in the dark. If Moe’s app provided realistic pickup times, I’d know when to actually arrive—but instead, I’m left guessing and consistently waiting well beyond my pickup time.

Today, when I asked about my order, the response was a casual “Yeah, we’re backed up.” But that’s not acceptable when orders prepared after mine are prioritized. Moe’s needs to either improve staffing and workflow to accommodate both online and in-store orders or assign someone to online orders specifically. As it stands, these delays are costing you...

It had been quite a while since we last ate here and the good news is --- not much has changed.

The bad news is --- not much has changed.

First, we like the food, otherwise we wouldn't go here. It is "fun" to be greeted with "Welcome to Moe's". Yes, it might be a bit "kitsch", but it's cute and appreciated. It sets you apart.

We love the al-a-carte assembly of our meal. Whatever we choose to include or exclude is up to us. 👍🏽

Prices are reasonable.

Portions are generous. Maybe too generous (see: al-a-carte) because our "Homewrecker" looked like an anaconda that swallowed a VW microbus. 😳 🚐🐍

We may try the Homewrecker bowl the next time. 😁

I read in other reviews that the place is kind of dumpy --- and I would have to agree.

That's where the "not much has changed" needs to be addressed. Maybe a refresh of the paint and a steam cleaning of the floor.

FYI: both the color and style of the floor tile are unusual. Not sure if it was selected to help hide dirt and debris --- because (in my opinion) it actually makes matters worse. The color and style of the tile makes the floor look grimy. I don't know that it is --- but I see how it can come across that way.

All in all things are good here --- BUT --- spruce it up, keep things neat and tidy and I believe reviews will improve.

Your food is good. Address...

UPDATE: I've since changed my usually order from a burrito to a quesadilla and haven't had a single cold meal. Maybe there is some misunderstanding on my part, I thought both meals were to be put on the grill.

Anyways, the food (when heated) is very good, very consistent. Even when I was getting a cold burrito it still tasted good enough after heating myself that I was willing to come back. Chips have a unique taste (in my opinion) and are thin, this is just a note, not criticism. They are still good enough to eat on their own. There are a few salsas to choose from, I personally don't care for any of them, that is just me being picky though. Queso is good, a little pricey but if you're into queso go for it, no regrets flavor wise. Only negative thing I can still say is that the inside, mostly the floor, is often dirty.

In short, Moe's is definitely worth a try, especially if you are looking for something...