WingsUp! Niagara Falls - Thorold Stone — Restaurant in Niagara Falls

My first experience with the Thorold stone Road wings up with the middle of July when I had ordered 5 pounds of wings for my kids birthday party. We went to pick up the order which cost us $130 didn’t bother to check it , came home. We were missing 2 pounds of wings and we had ordered five different flavours and only received one flavour on the 3 pounds that we had. I called that time The person who is working rectified the situation no issues we picked up the wings. Everything was fine. Their food is really good. The wings are really big and the flavours are really good but their attention to detail is lost. I chose to order wings from wing up tonight to complement the pizza we had ordered. I ordered online yet again so that my instructions would be followed. I ordered the 3 pound of wing combo with half being chicken wings and the other half being chicken bites. I had asked for honey and hot and Honey, garlic Parmesan ( which is an extra charge) I was advised by email that it would take 40 minutes for my order. When I arrived at the wing up, there was one server. (this was the same server that completed my order, the first time) she advised me that it was taking a little longer than usual. It would take another 5 to 10 minutes to complete my order. She read the order back to me to verify that that was the order I was there to pick up. I confirmed and waited She was by herself sometimes it’s hard in QSR to complete orders with no help. I get it. She passed me my order I asked her , so half is chicken wings and half her chicken bites, she looked astounded and said no I didn’t see there were chicken bites. I thought they were chicken wings. She apologized. Then just kind of looked at me like I had two heads. I have a kid who has braces they cannot eat the chicken wings cause it gets stuck behind the retainer those if you have braces know what’s going on. She didn’t offer to make me the bites until I offer to purchase more bites from her. Which would’ve cost me an additional $20 on top of the $60. I had already spent for 3 pounds of wings. Whatever, shouldn’t have to pay another 20$ for your mistake. Ill take the loss, I’ll pull the chicken off the bone for my kid. He can have it like that. I get home. I open the wing box 1st mistake because I should of checked when I was there, and lo and behold. My wings were not right. I had honey garlic, not honey garlic Parmesan. I called the store. I asked the server to read me back my order which she did, and then she stated oh I forgot to put on the Parmesan sauce. They weren’t busy I was the only person in the store I placed my order online and give her more than 40 minutes to prepare it. I’m just trying to figure out how an establishment can have an online ordering system and then not have employees that are able to fulfil the order by following the directions that are given to them. I called her back told her I was bringing the wings back and would like to have a refund at this point I just don’t want the food. She stated I’d have to wait for a manager to come in. The manager is not in the country right now. I asked when they’d be back in and she told me Monday. Great learned my lesson not going back. Sorry for the rant. So sorry to see that this franchise of the chain is not good. Their food is actually really good if they could just get the orders right it would be great.

…..and then the wings up team made a comment about the post asking me to reach out, because they care about their customers and would like feedback. Filled out the online form, and still no reply.. Save your money, give it to a local business not...

We ordered 2 smiley sandwiches with extra sauce and a large order of onion rings. The chicken on the smiley sandwiches was dry and rubbery while the sandwich itself was a mess drenched in sauce. I asked for extra sauce, I didn’t ask for them to dunk the sandwich in sauce. The onion rings were inedible because of the amount of salt they poured onto them after I specifically said ‘no salt’ when she asked me if I wanted salt. I called to complain at least 5 times and each time I was told the manager wasn’t there, but they would get them to call me. They never called. One time I called the girl said they likely won’t call me back and to just leave a review instead - so here we are…. Terrible food. Normally my son and I love the smiley sandwiches, but this time they were barely edible and we didn’t even finish eating them. The onion rings went in the garbage, we only ate one each and couldn’t get past the salt overload. All this garbage for $40 and not even the courtesy to call me back to try and make it right. I literally threw my money in the garbage. Terrible food, even worse customer service. Pathetic - don’t waste your time or money here. It seems like they aren’t too concerned to respond to all their criticisms lately regarding their overpriced less than mediocre food. Maybe they will care more about customer service and food quality once they’re shut down and all unemployed because everyone will know better than...

Ordered take out for dinner tonight (Fri) for pickup around 740pm.. Chicken sandwich combo with half pound of breaded bone in wings. Was ordered online ahead of time and ready on time.

Website offered dr pepper zero which they didn't even have.. They just gave me regular.. Whatever.

The sandwich was a tad undercooked I think.. Slightest touch of pink inside still and the meat looked a little fleshy still.. If you cook chicken breast often you know what I mean. I had to put it in the air fryer to finish it enough to be comfortable eating it. The bun is too thick and dense for my liking also. The wings were fresh tasting and good size.. Good sauce but were not well done as requested. Wedges were good. I give the sandwich like a 5/10, wings 7/10, and wedges 8/10. Overall experience maybe 6.5 out of 10 which could have been an 8 with a little more attention to detail from the staff. I have ordered the boneless bites in the past a few times and they were always good. If you want consistent business you need to offer consistent satisfaction that's the last...