Moe's Southwest Grill — Restaurant in Town of Victor

Have been coming here for nearly a decade, since I was in middle school. Have frequented over a few hundred times easily. Some years almost every week or twice a week. The last few times have been extremely poor, which is obviously the blame of the staff. The portions get smaller (all the choice of whoever is serving you), the food quality gets worse, they’re always sold out of toppings and add ons. But this past time was the final straw. This young snarky girl who was acting like the boss/manager even though she’s clearly still like 18-19, had a horrible attitude off the rip. I got the very end of the steak, old and dry and fatty, even though as she was making my burrito they were throwing fresh steak on the grill. She gave me about half a serving in each burrito, and since it was the end of the steak I asked if she could add a little chicken. Not only was chicken sold out, she said that’s a normal serving and more would cost extra. There was about 6-8 pieces of steak on each one which means I got a super small burrito which was 90% toppings and 8% rice. Never had anyone give me such a small serving, usually 2-3 scoops. Then she claimed some queso sauce was an upcharge, which has never been the case. Then I asked the 2nd girl making my burrito if she could throw it on the grill, she asked the girl who was acting like a know it all boss said “erm actually that’s against our policy” i said “you stopped doing that?” And she said “thats never been done here, if it was it was against the rules, we dont take “special requests””. So the past 400 times i’ve been here with thousands of different workers and got my burrito the same way, was “against the rules”? And how do you grill a quesadilla? That’s right on the grill. So why would my burrito be any different? She was just intentionally being rude and maybe sucking up to the bosses. I miss when potheads and older dudes used to work here and just load up my burritos thicker than you can imagine. These young snobby snotty know it all kids who think they’re god’s answer to creation are just too much to handle. I’ll cook my own at home from now on, for half the price without any bs. And while I had this going on, the same girl was grilling some older lady about not having queso sauce, yet I just got some and asked for some with my chips and the dude at checkout gave it to me, but the girl was withholding a $1 jar of queso from this lady. If I ever decide to come here again, and see this girl, i’m...

Rude ungreatful kids working in this place. I came in, frequent traveler, rack many points with Moes, just had over a $100 order from moes 3 days ago. So I came in. The loud girl yelled before my food was even in the tortilla press “ this for here or to go” I replied to go she replied “ you getting any questions or guacamole” I replied a cup her a cup of what, I reply queso. At the same time a lady was picking up her quesadilla who was wrong and in a bowl instead. I checked out using my Moes bucks. The guy “who claimed to be the manager” only gave me a brown paper bag. I get to my hotel to find my queso isn’t in there. I then call and attempt to explain the situation. The dishwasher answers, then puts the girl on the phone, she claims she can’t understand me, even though I speak perfect English. I explain my queso isn’t in the bag, can I come back to get it. She replied yes. I get to the restaurant with the brown bag the “manager” gave me I walk in and she demands a receipt. I say he didn’t give me a receipt and they exclaim he did “on the white bag”. I never had a white bag. I’m irritated at this point I go to the car I get the bag, and I bring it in. I drop it in the counter and ask where’s the receipt. The “manager” then infront of customers calls me a liar saying he gave me a receipt. I say again you didn’t. He tells me to leave the store, threatens to call the police on me. I simply say “can I get my refund then” he then asks me why I talk loud, one I’m partially death from the US Army, 2. I’m of Puerto Rican decent, we naturally speak loud. This is the most horrible Moes experience I’ve ever had. Working in the staffing industry I know it’s hard to find good people.

Couple lessons here, customer service should be better. It seemed they were messing everyone’s order up. The loud girl should wait til you get to the chips/queso station before asking if you want it instead of asking before your food is ever made.

My lesson, check my bag. Make sure it’s right before I leave the store. He can swear he gave me a white bag all he wants, I truthfully want to watch the tape, and laugh in his face when he didn’t. He owes me an apology for threatening to call the police on me. I was RIGHT. I make over $100k a year, why do I need to steal a $4 cup of queso.

Will be taking this to...

Saddest Moe's in all of Rochester. I have over 250 registered visits at Moe's stores (through their rewards app) and this is the only store that I have ever had negative experiences at! Today was the final straw, I will no longer visit this location and will travel an extra 10-15 minutes to go to a different store (most likely Henrietta or Pittsford). I order the same exact meal every week on Wednesday's, on at least 4 occasions over the past year this store has missed ingredients or swapped them for something else entirely. Today, they gave me chicken instead of steak. I almost understand subbing corn and diced tomatoes when they were out of corn Pico... But switch up the protein all together, helllll no. I didn't want a chicken bowl! The chips at this location are always undercooked and see through - when they are cooked like this they taste awful and are useless for scooping the contents of the bowl. On top of that, this was a in app order, when I picked up the meal, it was already bagged up and I was all the way in west Henrietta before I noticed the mistake they made. I try to call the number for the store, get the voice prompt to press one for the restaurant and it just loops back to the voice prompt. It's impossible to call this location and speak to a human. I suggest you go to a...