WingsUp! Kitchener - Kingsway — Restaurant in Kitchener

I placed an order online for this location last night. It said 20 minute pick up time. I received an email confirmation of my order as well. I went to the store a couple minutes prior to my pick up time, gave my name and was told I did not place an order. I showed the man at the counter ( I assume he was the manager) my email confirmation to which he replied “ it seems on Friday’s we end up with a couple orders that don’t go through and this is why people should phone their order in” he looked on his phone and said “ he had gotten my order via email “ He then went to the back and told them to make my order. He came back out and told me that the Spuds would be complimentary. I added two cans of pop to my order which originally was $46.96 for 2 lbs or wings meal deals and the spuds. Now that I added the drinks it came to $50.00. I was charged for the spuds I was told would be free. I didn’t realize until I had gotten home and my boyfriend asked how much it was and why it was so expensive. I wasn’t even offered a receipt. I arrived at the store intending to pay for my full order but the store not receiving my online order is not my fault and when I was told I’d receive something complimentary and then charged for it is not good customer service. We will likely be giving our business to another wing place across town. As someone who also works in customer service, it’s no wonder we get a...

I used to order from this location all the time. Not anymore.

Placed an order and there was an error with the store's system. They sent more of an item than I had ordered and then tried to charge me for their mistake. When I said I was not paying for the additional food that I didn't order, they said the amount would come off the delivery driver's pay.

What?! Why are you penalizing the delivery driver for the store's mistake. The amount was probably most of what he made that day, which is not okay. I considered just paying the amount so that this would not happen.

I told them to confirm my online order (which was for the correct amount) and they had to call their head office to confirm the order. Honestly, this should have been done first. They called back to say that the error was in fact on their end and I would not have to pay. They also said the driver would not be penalized, I'm really hoping that is the case. This type of situation should not come out of the driver's pocket or the customer's.

Also, it looks like head office comments on every negative review to "follow up". It has been 6 days and I have not received a response back to my feedback submission on their website. Poor customer...

Hello, i am writing in regards to my experience. I understand that it was superbowl sunday but a restaurant should not take more orders then what it can handle. I placed my order at 11:00 am for pick up at 6:10pm, adding a 5$ tip to my order because i thought service would be ok. i arrived at the restaurant at 6:00pm to a line up of about 10-15 people outside. Once i got into the restaurant around 6:18-6:20 the gentleman printed my order and told me to wait in my car and i would hear my name. After 30 min of standing back in line while in the vestibule of the restaurant a phonecall at 7:00 from wings up saying i had not picked up my order... Well yes because you told me to wait in my car. After the phone call i went in and recieved the correct order. I would also like to comment that there were minimal covid protocols in place. Debit machines were not being sanitized door handles were not being sanitized, minimal social distancing and when the worker yells from the back that there are 15(OMG) workers in the small restaurant in the back cooking and doing their best it made me very unsure about wanting to eat my food.

Submitted a feedback request via website a week ago and have recieved no...