Moe's Southwest Grill — Restaurant in Virginia Beach

Ok here we go. I came in on Wednesday the 21st after an extremely rough day. Ive come to this moes since i was a kid and the food has always been amazing.

I came in around 8:00 i dont like doing this because I know they close around 9:00 and i like to give some cushion for food places because i know they try and pre close. But i had a class ending at 7:45 and figured it was no big deal.

I walked in, greeted with the loud “welcome to moes” greeting ive come to expect. I ordered my food and it was prepared by a young gentleman with great customer service and a great sense of humor. I could tell it had been one of those nights where doordashers are being impatient and obnoxious and other older customers are struggling to convey their wants and needs.

I sat down to eat and witnessed the manager exit from the corridor to the left of the register. He was on the phone with an extremely disgruntled lady SCREAMING over the phone about missing Guacamole and sour cream. The manager took 5-6 minutes repeatedly expressing his apologies and explaining the situation. He offered MULTIPLE solutions and remedies to the problem. It finally got to the point where the conversation was no longer productive and he terminated the phone call. I chirped up and backed him and his crew 1000%

Lets make a few things clear. While I do understand the ladies frustration about the missing guac and sour cream, there is a line to these kinds of issues. Moes is EXPENSIVE, but so is everything else nowadays. Taking your anger out over your $4 side of guac by screaming at a 16 year old or a GM isnt going to change that. If your that worried about it, merely except a coupon for the next time you go in, or have the order refunded. While its a frustrating situation and while we do pay a lot for our food as customers, mistakes happen, and being rude and screaming over the phone at people who are actively TRYING TO HELP YOU is not the way we should treat people.

This store has a lot of bad reviews, including something about dry cheese. I dont even know what thats supposed to mean. Regardless, i hope the crew reads this and sees this. I have come to that Moes many times and recognized some of the faces behind the counter and have NEVER had a problem.

And to all the people complaining about price. Its irrelevant. Everywhere is expensive. If you think they are shorting you on food, kindly ask if you can have a quarter scoop more; the worst they can say is no.

Lets be nicer to people. Guac and sour cream really isnt that...

Today, I was in there and it took the staff awhile to acknowledge my presence. When a young woman finally did I told her I was beginning to think I was invisible. I told her I was vegetarian, and she said whatever is up there just say veggie. The veggie homewrecker burrito is $6.69 pretax on the sign of which I took a photo. When I got to the register it was $7.19 + tax. I questioned the cashiers AND the manager about the discrepancy in price, and they continued to say they couldn't change the price at the register. I don't believe that for one moment (other stores make changes), so I contacted corporate. It's interesting the man from corporate thought it odd that a manager could not make a change. The tables and floors were also dirty, and the staff was not super friendly. They don't even deserve one star. Watch the menu and the register to see if they match up in price. UPDATE: Today, I went in and the district manager was there and greeted me before she knew who I was, and I appreciate that!! When I told her I was there to talk about her phone call with me, she was extremely supportive and asked what could she do to make things better. All I wanted was a refund of the difference owed, but she went above and beyond. She invited me to stay and eat lunch on her, and she refunded my total food from last week. Also, she thanked me at least 4 times for coming in, as she said she wants customers to be happy and come back. Finally, I found this store to be a lot cleaner than...

I want to preface this comment by saying I study at the university nearby and i have eatin at this location at least 4 days a week for the entire last school year. That being said... My experience tonight was actually the worst experience that I have ever had with a restaurant in my life. I wasn't greated with a "welcome to Moe's." I orderd a stack. The first time it was made it fell apart on the grill and after trying to make it work for 7 mins I suggested that they make me a new one. They agreed with relief. It was clear that hat 4 out of the 6 employees where brand new and only 1 of the six and even the slightest idea of how to make the stack, or "wrong Doug". The second attempt was not any better. All in all it took 14 minsmfor aa60 second order... The second one had issues as well the top wasn't sealed, the side had a hole, and the bottom had a hole as well. I ended up pouring it on the nachos and making the best of it but it certainly was not what I payed for. Comments made by the young kids who made the food... " Is that what we do", " that's good enough", "what do we do" food shouldn't be 'good enough' it should be great. It's not like I went to a taco Bell... Moe's is designed to be a step up... But in this case, tonight with the 5 new staff members... Taco Bell woulda been...