Moe's Southwest Grill — Restaurant in Town of Colonie

CUSTOMER SERVICE SERIOUSLY LACKING Visited this location (central ave Albany) for lunch. Walked in - wasn’t greeted with the “welcome to Moes” that we all have come to love and appreciate. I wait for my turn, as the employee is assisting another guest. I am up next I greeted her she smiled and greeted me and I proceeded to tell her what I wanted. She prepared the chicken club quesadilla for me, and placed it on the grill, per procedure. The next employee - asks if I want queso and chips. I responded with “yes” and requested a cup of queso with chips. Now, the next person I meet is the cashier (she probably should have stayed home - miserable human being). In any event, she rings me up $24.81 - (chicken club quesadilla, cup of queso and drink) I insert my card, wait for the receipt, and I ask politely for my order. Her response, wait for it. She looked me up and down (I cannot make this up) and said it’s not ready yet? Now, I’ve been coming to Moe’s for years!! I always order the same entree for the most part, so I know how long it should take the quesadilla, as some time transpired between the time the employee placed it on the grill, until the employee finished the transaction. Oh, it gets better! The employee who inquired if I wanted queso and chips, gets my order together and bags it up, she hands it to me. I ask the cashier for sour cream, as the other employee had already left before I could ask. The cashier had NO customers in front of her, the other customers were still at the beginning of the line. I could tell she was bothered by my request, she turned to her colleague and asked her colleague to get me sour cream. She did not want to deal with me, and I watched her interactions with the other customers. She didn’t want to deal with them either. I gave this location/franchise an opportunity to redeem themselves, as I had an issue with them a few months back. The district manager reached out - apologized that they missed the mark, and she wanted another chance to make it right. Well, unfortunately, this was the last and final straw. It’s no coincidence why the location in Colonie center, and wolf road is now closed. This location has gone down immensely! Bring the old crew back! You don’t have to worry about me ever coming back here!!! Shut it down and start...

Won't be coming back. The woman on the line didn't know how to make a quesadilla.. they use these "new bags" for chips which is a teeny tiny brown bag, smaller than your "typical" brown bag, they will not give you extra chips. Even with a nachos order and a cup of queso. I was told the "president" of the company is watching the cameras and they have to ration their chips now. Mind you this is at 530pm and they had 3 huge container of chips already fried to last the rest of the night as well. I asked if I could pay for extra chips and was told no "because they're free" but also they couldn't give me any extra which is comical. Also they rang me up wrong and I had to correct the order in the screen. As a previous manager of a Moes, this location is lacking profusely. In both operational stand point and customer service standpoint. I highly suggest the Franchise owner take a waltz in one day and see what they are doing at this location, I'm sure you'll find some serious changes that...

Other very good sit down SW restaurants are in Albany. Moes: Over priced! Not good value. Even Chipotle higher quality. It's like the Subway if bad SW food. Even Taco Bell is 100% better..and much less $$!!! Staff focused on given cheapest items...do NOT listen to customers when items being constructed. Ingredients look old. Very negative do not care attitude. Cashier same. only spoke Spanish. Only reason did cashier job, another staff was leaving shift. Cashier took money. But went on to others to take money...not giving anyone their orders. All heaped on counter. Staff person leaving...put her things down...went and got everyone's food...it was really in no way regarding customers. But the off duty staff was cordially. Totally unimpressive negative experience. Absolutely not recommended. Go to El Loco or Los Mariachi's...or many other SW focused restaurants...you will be...