Moe's Southwest Grill — Restaurant in Swatara Township

The service is never great here, but tonight was a new low. 3 of the employees, the ones assembling the food, weren’t wearing their masks properly over their nose. They were clearly very busy with lots of pickup orders, and were completely ignoring the walk-in customers standing in line. No communication at all such as “we’ll be right with you”, just completely ignoring them. There was no form of the employees working together as far as an assembly line or anything like most fast-casual places do, in fact two of the employees were openly hostile towards and snapping at each other in front of the customers. There were 2 girls just going back and forth putting together pick-up orders at a very leisurely pace, and 1 guy doing the same but much more frantically. They finally decide to address some of us in line and start an assembly line thing going, which lasted only long enough to serve one person, the man in front of me. When it was my turn, the girl put the rice/meat/cheese on my burrito and then informed me that the guy next to her will finish it. Meanwhile he had wandered away and my burrito sat there half made for roughly 10 mins while all 3 employees passed by several times each and glanced at it but didn’t touch it or acknowledge me at all. They seemed confused as to what was going on with the burrito (maybe because they were so concerned with the pick-up orders and that particular burrito had no receipt next to it telling them what to put in it) even though I was standing right there directly in front of it. It was like I was invisible! The 3rd person was standing there doing ABSOLUTELY nothing at one point and I asked her if she could please finish my order, she didn’t even say a single word to me, just walked away. When the male came over and again looked at my burrito and kind of shrugged like he didn’t know what to do with it, I had to say “that’s mine, it’s been sitting here forever, can someone please finish it??” I had to say this several times, like basically BEGGING him to finish making it and he begrudgingly added my toppings, no apology or anything. The only pleasant person was the young lady working the register. From start to finish I was there for a good 40 mins just for one simple burrito. I noticed a couple of other poor souls waiting for pick-up orders who were there when I came in and still there when I left. Judging by some other negative reviews from tonight, I’m not the only one who had a terrible experience. Absolutely disgusting how they treat their customers here. I mean, it’s Moe’s, not a 5 star restaurant...I don’t expect my butt to be kissed but I do expect to at least be acknowledged and treated like a human being and served in a reasonably timely manner. I won’t be going back here again. Next time I’ll go to Qdoba, better food and...

WOW this place has gone downhill. you walk in to the many handwritten signs all saying what you and they can’t do. Manager (I’m assuming) and employee were too busy leaning on the counter to see I even walked in. I start my order and then realize the black beans now have onions in them, which I can’t have. I tell the employee that I cannot have black beans and I’ll have to choose something else and he stares at me like a deer in headlights. I finally and regretfully choose ground beef and complete my order. The manager is the cashier and I ask him for a togo water cup, as my order was togo. He hands me the smallest cup, smaller than my hand, that reminded me of the cups your pills get put in at the hospital, for my water. I ask if this one can even fit a lid around it, and he assures me it can. I go to put a lid on it after filling it up with the 1/4 cup of water in can hold, and of course, as I thought, no lids fit!! I go back to the manager and ask for a different cup, as no lids fit. He says “I have to give you the lid” and gives me a lid for a SAUCE CONTAINER. Why go through all that trouble, grabbing stuff from different areas of the restaurant that isn’t meant to be used for drinks, for two sips of water? Is anyone happy with two sips of water with their meal, especially Mexican food? The entire time I was in there I was looked at like I committed a war crime; probably because they’re not used to having customers. I used to love coming here, especially as a kid, and since the food was okay, I’ll still frequent Moe’s, just not this location. Not welcoming or customer focused at all, coming from someone who works in the industry. I’d be fired in a heartbeat if I ever treated guests like...

I think the world can agree that Tacos make anybody happy, right? Moe's is usually a good experience.... But that seems to only come with the other 3 locations I've been at. (I would like to add, This isn't based off of only one experience here)

I work third shift and I was just woken by a call from my Wife in tears. She had a reward for free Queso. She got one bowl and a kids meal as well. The communication between the employees is not acceptable. When my wife got rung up for her total, the total was wayyy too high. $21 for a bowl and a kids meal. She told the employee that isn't right and was instantly hit with an attitude and was told that she was wrong without actually listening to the problem. My wife is the nicest person anybody will ever meet so I can assure you that she did not come off problematic in any way here. Once the manager came by and was told the problem, they realized that hey my wife was right and the free cup of queso through the rewards never came through.. okay. The bill dropped to $18 and change now.. still for one burrito bowl and a kids meal. So my wife mentions that the kids burrito is still being charged as a regular and the employee is snappy and rude and argues and tries to dismiss my wife disrespectfully... So the manager yet again hears commotion so he ask what's going on and the employee spurts out "nothing, she just wants more money!" There's barely anything in the bowl! Then the employee yells "well she didn't tell me it was a kids" ..... But yes she did... And regardless.. she shouldn't have to.. it's the employees jobs behind the counter to communicate and pass along that information.

It's a shame

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