Buffalo Wild Wings reviews and complaints 1
View all 481 complaintsBuffalo Wild Wings - poor service
My family and I visited Buffalo Wild Wings for the first time on Saturday June 11, 2011. After viewing their commercials and receiving numerous emails, We decided to give it a try. Well as we all know - first impressions are lasting impressions. My first impression and experience was horrible. My husband, kids and myself entered the restaurant and stood at the entrance for a few minutes before walking up to a hostess/waitress (that was just standing near the register with two other waitresses) and asking her if whether or not we are to seat ourselves. The waitress reply was to sit anywhere you like (unusual), so we did. We waited, and waited, AND WAITED, AND WAITED, AND WAITED! There were several waitresses around and no one came over to our table to greet us or offer us drinks. The longer I waited the less impressed I became with BWW. About 10-15 min later a large party arrived and requested the booth adjacent to ours. The booth wasn't clean therefore the waitress had to clean it, which pissed her off. She began to clean the table, while the party stood there waiting, in an angry manner, she even threw a high chair across the floor. The party was not amused and neither was I. I noticed the party was getting a little anxious after sitting awhile. I decided to get up and ask one of the several ladies standing by the register if I could see the manager. One of the ladies pointed him out and I approached him. I told him how we had been waiting a very long time and no one had even acknowledged us. I told him I was very disappointed, with this being my first visit and all, and that we were going to leave. The manager, John, only wanted to know what table we were sitting at, so I walked him over to where we were sitting (my husband and kids had already left out) and showed him the table. There was no apology or encouragement to stay. That was my first and Last time visiting Buffalo Wild Wings.
The complaint has been investigated and resolved to the customer’s satisfaction.
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I ordered some wings and fries to go, I was told that it would be approximately 10 minutes to complete the order. I watched the server (bar tender) take a food order from a different patron, and then I stepped out-side to take a phone call, returning in approximately 5 to 7 minutes later. As I was waiting for my order I noticed the server take another food order, at this time the patrons that had placed their order after my order, where being served their food order. Five minutes later the person how had order 10 minutes after my order was also being served. I questioned the server about my order, and her reply was that they would bring my order when it was ready. A few minute later the other patron was being served. At this time I simply asked for a refund. I felt as if my business was not wanted or appreciated. Again it took approximately 10 minute for the "manager" to address the issue. I explained to the manager what had happened, she then tells me the order had been sitting there for a half hour, and I was welcome to take it. My response was "no thank-you, I simply just take my refund and be on my way." I added “I order Togo so when I got to my destination the food would be at least warm." I felt insulted to offered cold food. I do fully understand that in every business mistakes happen, however there is a right and wrong way to handle this, and the way I was talked to, was the wrong way. I don't think me inquiring about my order should have resulted in me being treated like I was bothering the staff of this establishment.
Regarding BWW - Port Chester, NY: From July 8, 2009
Things have changed for the worse. Recommend that ALL trivia players avoid this location like the plague. Recent new manager 'J' is horrific. Went through about 12 boxes and all were LOW Battery. This had been a problem for a few weeks now and they do nothing about it. Requested waitress to get manager. No one came, so our party got up to leave and the manager 'J' came over and accused us of throwing a box at the waitress and hitting her. It never happened. She was probably pissed cause she brought us 12 boxes and all were bad and now she would have to carry them away from the table. Manager 'J' told us to leave. He had no desire to hear the customer out. The waitress lied. They have cameras and if they bother to review the video they will see she was not touched. Manager 'J' did not care. Manager 'J' made it clear to us in words, and action that customers are not as important as his staff. Manager 'J' said that as far as he was concerned his employees are number 1. This is a good attitude as without customers there would be no need for staff. Then again, maybe he was communicating to us that this BWW needs to close since customer was not required. By the way, manager 'J' made the excuse that the boxes were used at lunch time and that is the reason they were not charged. Only a few problems with manager 'J's' theory, this BWW does very little lunch business, and at no time during the last few weeks when given these low battery boxes did staff or management offer this excuse. Rather, the boxes are not charged cause the staff does not place them back in the charging units the night before, or as one manager told us, they might have problems with the electrical connections. On many occasions we had witnessed the wait staff just place the trivia boxes near the charging stations as it seemed to be too much effort for them to return them appropriately so they could be charged. Manager 'J' must have on his bookcase the classic book called 'The Book of Excuses: Ways to Misinform Customers and They Will Be Gullible.' We had been regulars at this location since they opened a few years ago. This incident takes the cake for poor management, unprofessionalism, indifference, and bias towards the truth. We had just met the new General Manager the night before. He was pleasant, professional, and accommodating. The GM 'M' was informed about the problem with the boxes. One last note about the incident. Another manager 'T' was on duty, he knew us as regulars. When we were speaking, or rather being ignored about what happened by 'J' he came over carrying about 8 boxes. Manager 'T' told us he knew we were coming in and he made sure he had plenty of boxes fully charged for us. By his facial reaction after we were told to leave 'T' clearly knew something was amiss. Waitress and manager 'J' need to realize pushing a box to the end of the table so it can be removed and charged does not, and is not throwing a box at a waitress. Avoid this location... better off going to BWW-West Nyack where things have vastly improved under new GM 'P, ' who had been the prior manager of this BWW- Port Chester. Bring back manager 'P.' Time will tell to see how the franchise owners handle this serious problem.
Follow-up:
Well corporate BWW called and indicated that they retracted the notion that the waitress had a box thrown at her and now any contact was purely accidental. However, nothing ever happened. No contact was ever made. If the waitress had been hit she would have yelled and screamed at the time. Since it never happened she had no reason to respond as such. They have cameras all over this location and if management had commonsense and took the time to review the tape they would learn the truth. Also, there was absolutely no apology from the managers and/owners. But these owners do not seem to be concerned about customers as noted by others recent actions by them. For instance, unlike 99.9999% of the other restaurants in this country they decided to NO longer offer decaf coffee. This means that if you are someone who is on a caffeine restricted diet you have no options regarding hot drinks. And if you are caffeine restricted and on a diet you are totally screwed.
More problematic is there new promotion that reportedly begins on Saturday, July 11th at 7PM and runs for 6 weeks. Women will be able to order alcoholic drinks for One Cent. Yes, thats 1 Penny for each listed drink from 7PM to 10PM. I am sure many of these drinks will work their way into the hands of men. Anyone driving in the area should be concerned when these patrons leave BWW on these nights. BWW management and owners seem to not care how their attempt at a money grabbing promotion will impact the community. But, then again, they are the same management team that is indifferent to customers and are concerned only about their own needs. Corporate narcissism at its worst. MADD, Mothers Against Drunk Drivers was notified about this promotion.