ComplaintsforMoes Southwest Grill Corporate Office
Mexican Food
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Complaint Details
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Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Back in June, ***** Southwest Grill sent emails out to their customers with a special for Father's Day. If you purchased so many gift cards they would give you $5 dollar bonus cards. I purchased $90 dollars worth of gift cards (3- $30.00 dollar gift cards) so I received six $5 dollar bonus cards, Only the bonus cards were not actual physical cards, like the gift cards were that I purchased. They sent me 6 emails with coupon codes to be used at the store for the bonus cards. I printed out each of the emails, with the codes, to be used at the store. All of them are invalid. Every time I went into the store to use them, the manager would inform me that the code should have been uploaded to my ***** app on my phone. Yet, every time I go into my ***** app, they're not there. I handed my cell phone to the cash register clerk, and asked him to see if he could find the coupons in my ***** app, and he couldn't either. I'm told by the employees in the store that there should be a bar code on these emails that I have, so that when I'm cashing out, they have something to scan.... but yet there is no bar code, just a coupon code and every time they try to punch the coupon code into the cash register, it's invalid. So I was told to call the corporate office. I called the corporate office and I spoke to *******, and he saidInitial Complaint
06/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I stopped in the restaurant on a delivery pick up order from a third-party delivery company, and I have to speak with the manager. One very nice young lady said Im sorry were closed. Immediately after a manager came out extremely hostile, screaming at me, swearing at me, threatening me with a very violent and threatening display of personal movement, and then he assaulted me. I did not know the store was closed, All the lights were on and all the doors unlocked, With a very welcoming and inviting atmosphere. Little did I know, I was about to be violently attacked by the manager of the restaurant!Business response
07/01/2024
We called this guest to get further insight on his experience since the store leadership team was already notified. The guest stated that the District Manager called him the day after his visit to apologize after reviewing the camera footage from the incident. He also stated that District Manager informed him that the manager was terminated.Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
April 28, 2024 at around 3pm my husband and I ate at the ****************. The place was filthy. I took about 10 pictures of the filth but I'm sure I could have sent more with more time. Food was good but sitting there eating grossed me out. From the broken table to filth all around as well as seeing staff standing around in between customer while they could be cleaning. Guess thar wasn't an option for them. I noted a fellow rubbing both eyes with the hands that had gloves on ready and waiting to help the next person with their food. Gross.Initial Complaint
04/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I was in line for over a half hour. And when they finally took my order they said I would have to wait an extra 30 minutes because they had to fill out online orders first. That is not my problem. I am a customer that physically came to the shop. I feel like I should have first order.Business response
04/05/2024
Thank you for taking the time to share your thoughts and concerns with us. We sincerely apologize that your recent experience with ***** did not meet your expectations and that were unhappy with your wait time. Unfortunately due to staffing, wait times can often fluctuate. I have addressed your feedback with our team and hope youll come back and see us again. We value your business and would love the chance to make your next visit a great one!Initial Complaint
04/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I received a nasty email from the human resources director claiming I was harassing ***** Southwest grill in ********* when they are the ones discriminating against me . They hired me before Christmas and when I couldn't make the interview they took the job away . They are making up stories that I emailed them from numerous emails when I only have two emails the other two emails are fraudulent and one of them I had been hacked so someone else is pretending to be me and using my information to get me in to trouble I will be alerting local police on this matter I'm not gonna allow this human resources director to harass me and threaten me when I have no access to those emails she made up . I'm filing charges with the state as well for discriminationInitial Complaint
03/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I attempted to place an order online for ***** in ******** ** but I was unaware there are two different Hamiltons in ** over an hour apart. Apparently the ******** **** I was trying to place an order under goes by May's ******* and is closed. I noticed my error about 1-2mins after I placed the order and immediately contacted the store. They told me I had to cancel online but there's no option to cancel and no customer service option. I tried to contact the corporate office but there was only a form which I guess is forwarded to the store and then the manager just emailed me saying he can't do anything.Initial Complaint
03/14/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered ***** from 1853 **********, ******, ** ***** on 3/14. They did not follow my order instructions whatsoever. They just said f**k it and made what they wanted. My whole order was wrong!!! I didn't order rice not one time and they freaking put rice on my burrito and used the wrong sauce. My whole order just freaking wrong. They didn't give me my sprite etc. I want a freaking refund!!!! I'm sick and didn't want any rice etc. Omg. How do y'all just blatantly ignore my order notes.Initial Complaint
03/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My mother and I come into **** mainly for their deals for Moe ****** and order a burrito or a bowl as advertised. We constantly deal with issues at the store #*** at ******************** The manager will tell you that if you open your rewards, she cannot redeem the coupon on her system for the $6.99 burrito even if it pops up on the tablet for the customer to select it as an option. I used two different accounts and did not open up my rewards for the second account and was still charged for a regular bowl price instead of the discounted $6.99 for Moe ******. The manager rushed me at the register to pay and didnt care to even look at the price when she charged me $12.78 for the burrito and put a random $3 off coupon on the order to bring the price down. To blatantly lie to customers about how their rewards selectively work when she wants them to is insane. Ive called the corporate office phone number listed on the BBB website and it was disconnected. I called the corporate office phone number on **** website and was sent to an automated message saying they arent open. Ive also filled out a form on the website for Corporate to respond back to me. I was charged $8 more dollars than what I shouldve been had the manager used my rewards that were listed on the account. I will refuse to order in store at this location and only order online to make sure my rewards are used properly and my price is correct. I would like a refund for the difference of what I was charged versus what it shouldve been had the manager allowed me to use my rewards on my account.Initial Complaint
03/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Today I visited **** at *****************************************. On entering the store it smelled like a dirty resteraunt. I decided to ignore the odor and placed my order, while i waited I noticed that the food service area was in extreme need of a deep clean. all of the cooking equipment was black with grease and grime. The counters were less than clean and stack of bins also less than clean. Wont go back if this the level of upkeep in this store.Initial Complaint
02/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
For the second time in 2 months, ***** has taken away the $12 and $10 rewards 8 had earned. I complained in the app, got a quick response that did not have factual information on it. Just a accusations I used the rewards money, when I in fact, did not. The first time I went on ***** Monday and paid as I always do, with a gift card. The $12 reward balance I had been carrying disappeared (despite already paying with a gift card). The transaction history said it was used at 9:00 p.m. that day. I was in my jammies at home at 9:00 p.m. and I would not have gone twice the same day.Yesterday I went to ***** and used the $1+ reward I had available and paid the remaining $10+ on a gift card. I knew I was close to earning a new reward because I come here often 2 times a week. AFTER this visit, I got an email stating I got a new $20 reward and funds were on the app. Today, on e again, the reward balance of $10 was wiped out. This is twice in 2 months. I'm a ********************* fan and the restaurant itself is fine. But somehow my rewards money ***** been disappearing when I haven't used it.To add further insult, nobody answers the corporate number on the email. Last time I called 4 times, had to leave a voicemail for a callback and nobody ever called back.Very angry and this is a recurring problem that JUST started 2 months ago. The manager I spoke to yesterday said they've gotten many complaints about similar problems in the app No response from corporate on these complaints. I would love for a manager to call me, leaving a phone number to call ba k at THAT will be answered.
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Customer Complaints Summary
43 total complaints in the last 3 years.
18 complaints closed in the last 12 months.