Moe's Southwest Grill

Dinner with the family on a fundraiser night.
Great service.
I love to have imput on the creation of my food.
Burrito was delicious and hot.
Fair price.

We have been going to this Moe's since they opened and have always had mixed feelings on the food and the service. Today, we went with the plan of using our app discount, which usually got us a Homewrecker Burrito, chips and a drink for $9.99.
When I was rung out, we were told that the drinks are no longer included.
Being a little flustered by the change in policy, I didn't pay attention to the price and wasn't offered a receipt.
While eating, I noticed on my banking app that I was charged $17+.
I finished my food (which was good), and went back in line to order a kids meal to take home.
This time I planned to use my $10 Moe's reward.
Lesson learned here is that you cannot use 2 different rewards in the same day.
I explained to the manager that I also wanted to discuss the fact that I was charged full price for my first purchase and would be happy just using it now.
He was firm that I was charged correctly and the difference was from the drink.
We went back and forth on it, with my logic being that a $3.50 drink and a $9.99 deal doesn't jump to $17 with tax.
He wouldn't budge.
I said that I wouldn't be back to this location and heard him dismissively say "oh well".
Poor attitude and poor customer service lost 4 loyal customers today.

On 03/19/2024 I tried to use the Moe's app to order delivery from Moe's.
My order came out to $54.20.
I hit the complete button and the app said it can't process right now and to try again in a few moments.
I waited a few minutes, hit submit again, same thing happened.
Waited a few more minutes, hit submit and same thing.
Waited a few more minutes and hit submit a final time, it then said my bank declined the payment.
So I check my bank account, it charged me three times for $54.20.
I called the restaurant and asked if they received my order and they responded with "no" and to order through the websites page.
Being in the restaurant business for many years I knew these were just "pending process" charges and they wouldn't be taken out.
I then ordered from the website which was more expensive for some reason being $56.45.
I then got my food.
The next day I noticed all four charges were processed, with only two being refunded for $54.20 each.
I contacted the restaurant to explain, then said they will look into and call back, never did.
I called back a few days later and after being on hold and hung up on multiple times I got a manager.
Said he will look into it and call back.
Never did.
I got a survey in the email so I filled it out with my complaint, and got an email back from the GM who said it was an app error and he can't see any of those transactions to refund them and to take it up with my merchant.
And that was that.
I'm still out $54.20 and multiple headaches.
Filed a complaint with the BBB.