Moe's Southwest Grill — Restaurant in Town of Henrietta

I’ve always enjoyed going to Moe’s and I genuinely look forward to the experience when I have the chance. That’s why it’s so disappointing to leave a review like this—not directed at the employees, but at the company itself for failing to create a better environment for both workers and customers.

When I walked in, no one said the classic “Welcome to Moe’s.” And while I don’t need that phrase specifically, I do value human connection—I always greet staff with kindness and a smile. What I encountered instead was a team that seemed indifferent, unengaged, and frankly, unhappy to be there. That’s not a personal attack on them. I understand that working at a food chain, especially on a summer Saturday evening, can be draining. But this was beyond just being tired—it felt like a reflection of low morale and a poor work environment.

I ordered a burrito bowl with steak, only to be told they were out. That’s a first for me at Moe’s. I asked for chicken instead, and without a word or a smile, the employee tossed a few shreds of what looked like chicken into the bowl with the most minimal effort. No eye contact. No warmth. Just a transaction that felt cold and disconnected.

Again, I don’t blame the individual. I blame the company for not fostering a better workplace. These are people—real humans—who deserve to be treated with dignity, paid well, and supported in a healthy work culture. When employees are clearly overworked or disheartened, it affects the whole experience. As a paying customer, I’m not expecting over-the-top service, just basic respect and a positive environment—for everyone involved.

Sadly, this isn’t the first time I’ve left the Henrietta location feeling disappointed. I’ll still eat at Moe’s because I enjoy the food, but I’ll be visiting this location far less frequently. Not because of the staff—but because the company doesn’t seem to care enough to invest in them or in creating a better experience for...

5 of us at work ordered take out. Got to Moes and was greeted as usual. Place was very clean! The food we ordered was ready very quickly. (And was delicious!)

However, as the order was done and I was getting ready to leave the Manager came out with the order slips and checked the orders for accuracy (Which is a great idea!). He noticed I had two full drink cups in front of me.

When I first walked up, I told the nice young lady who was getting the order together that I had two drinks included. She handed me two cups so I could get them ready. I had not realized that one of my Co-workers ordered a kids sized drink. The manager said "One of those was supposed to be kids sized" I said "oh I'm sorry I didn't know what size they ordered I just was given two cups". Manager replied "Well, we don't just give things away for free around here. It's too late now! And whats with the large drink cups in front of you? I definitely don't see those on here!". I said "Oh I put my salsa cups in here so they wouldn't spill in my car". He replied "Well you can't just take things, I have to count every cup. You need to put all that salsa in a paper bag." He made me put all the salsa in the bag and took the cups back. (Hopefully not to be used for another customers drink!) I felt like he accused me of stealing and treated me disrespectfully - which the cashier gave me the cups in the first place. I understand he, as a manager, is responsible for all the product but he could have approached it very differently, especially for someone picking up a $40-50 order. Simply explaining the cup situation and offering me a bag to put the salsa cups in would have been sufficient. At least the food rocked! All the other employees...

If I could give zero Stars I would. We go to Moe's In Henrietta a lot and we love it. However, for the past four times that we've been there, we've been waited on by the same employee. The first time we went he was making our food. He was not very pleasant and seemed like he was put out and this was on mother's Day. So I just figured maybe he's having a bad day. Then we went there again for a second and third time. Waited on by the same employee, the same attitude still felt like we were being put out, I'm like okay we'll give him one more chance. I don't know what's going on in his life maybe he is going through something awful in his life I do suggest however they should not let him wait on customers. Attitudes like that make customers very anxious and not wanting to come back. . Fourth time and now this will be our last time, waiting on by the same employee, same attitude. Honestly, this employee probably should not be on the front counter working with customers. Maybe put him at a different station NOT working with customers, obviously he is not a people person. I don't know what's going on in his life but I pray that things will get better for him. Unfortunately we will not be back. Also the place was a mess. On the fourth time we went, the soda machine was covered with soda splashes all over the place. Again we love Moe's and we go there all the time but we will not be going there anymore. You go out to dinner and you pay a lot of money and then when treated disrespectfully and nervous to order your food Make you not...