Buffalo Wild Wings — Restaurant in Albuquerque

We love the food most of the time, but the customer service for pickup is horrible. We have ordered a few times as a special treat during the pandemic and 4/6 times we have had issues. The most recent issue: I planned a door dash delivery, but noticed half way through that I had a discount for picking up myself. So I ordered through door dash for me to pick up. I placed the order at 4:21, was given a time frame of 40-50 minutes. Knowing it’s Sunday, and they are always running behind, I arrived at 5:18. I called at 5:18 to let them know I was there in one of their 9-10 designated pick up parking spaces. At 5:38, I called again and was asked “have you already paid” I said yes, abs was told they would bring it out. At 5:48 I walked inside and was told “your order did not come up on my system, so we think either a dasher picked it up, or it got cancelled”. When I showed my screen saying it has been showing as “Buffalo Wings is preparing you order”. I asked why they didn’t come out or call my phone and tell me when they were not seeing my order,”. I was told “I just run orders out.” Someone walked by, the people at the register got his attention and told him they didn’t find my order, he asked for a tablet, and found the order in 2 seconds, on the top of the list. I asked again why they could not have called me, or walked outside knowing I had been sitting there for 40 minutes, and made 2 phone calls asking. No one could answer me. I asked for the manager and spoke to a man, he simply said that was an error on their part and said he would get my order made, but that “this is why we like people to come in for their orders instead of waiting in the car” that is completely insane, why offer curbside pick up during a pandemic1) you want everyone to come in, and 2) can’t get things figured out when people are doing what you have given them an option for. Eventually, They said they would have my order prepared in 5-7 minutes, and they did.

It’s so incredibly sad that we have had such bad luck with their service, in restaurant was always so good. now with the pandemic, we want to support businesses safely. Please do not offer curbside pick up if you really can not offer that as a reasonable option. We don’t get to eat out much, and we wish we could continue, but now I wonder if it’s just not worth the risk or hassle to continue to try to make this specific Buffalo Wild Wings location an...

I have worked in restaurants for almost 10 years of my life and I can honestly give you a detailed list of everything that went wrong and why. I write this not as a "stay away" kind of review. But more of how the staff seemed to small for amount of people in the restaurant and how disorganized it seemed to a customer. DISCLAIMER I have never worked for Buffalo Wild Wings. I do not know what there policys are for how many tables are in a section. I do not know how they set up table rotations. I do not know how there kitchen and P.O.S (point of sale/point of service) work. This is review is written completely from my past experiences as a restaurant worker.

1. No organization at the front door for how guests are sat. We waited in a line for about 15-20 minutes before we were even spoken to. There was no formal list of who was in line and how long it might take to be sat at a table.
2. The (I'm assuming the front of the house manager/floor manager) gentleman who was asking if we were "Kevin". (my name is Travis and our names were never written down) Didn't have an idea as to what table was next to be sat in rotation. He did sit us in the bar area per our request. The table did need to be cleaned a bit more, but I understand. It was super busy.
3. Our waitress was over loaded with tables. I honestly have no idea how many tables she was working but we did feel neglected. So did other tables in our area. One table that was sat ended up leaving after 20 minutes of no one going by to get a drink or food order.
4. From the time we sat down till our food was delivered an hour had passed. It took somewhere in the range of 30 minutes for our server to take our food order and another 30 minutes for the food to be cooked and delivered (the food was hot and fresh).
5. The only time we had prompt service was when it was time to pay the check. Took less than 5 minutes for the waitress to return with my card.
6. We are sure we saw 3 managers from time to time, just standing in the bar area. One of them was seen cleaning tables regularly while others were seen not cleaning or contributing. Granted they may have been working hard in kitchen unknown to us. I am assuming that they were under staffed for a Sunday with multiple football games playing. Our food tasted delicious, our beers were cold. We will go back. This had to be a one...

So I tried to be nice and give This BWW a 2nd chance. The first time we ate here (my husband, 4 yr old daughter and i) we ordered a large wings, fries and my daughter kids meal of a cheese burger and fries. After waiting 45 minutes for our food, we started to eat, I notice my daughter spitting out her food and complaining it was tasting ugly, I looked at her burger and her burger was still bloody red in the middle, so I through a fit and the manager came out and apologies and offered to pay for our whole meal, which was nice enough and worth it. So we waited another 30 minutes for my daughter burger to come out and by that time we finished our wings. So tonight is the 2nd time we came to this place. Very unfriendly and unprofessional. It was about 8:35pm when we walked through the doors and waited 10 minutes to be seated. There was only about 7 people already eating. We waited 15 minutes to order our drinks and our appetizers. Finally at 9:08pm we our meal finally came. It Literally took 57 minutes for them to bring our meal. The waitress was pretty rude and didn't bother to ask us if we needed refills. My daughter spilt her water on the table and we tried to wait for the waitress to come over so we can ask for some assistance, but didn't bother, so I had to go to the bathroom and get my own paper towels, as I am finishing up cleaning my mess she comes with a rag and grabs the paper towels. There was costumers that came after us and got their food before us. Finally at 9:56pm we got out meals. The waitress told us everything was "fresh" lol umm how do you explain hard French fries and cold, "fresh"?? Didnt bother to complain because we already waiting 57 minutes ans did not want to wait a century for our fries, When she brought our meal she did not bother to come back to our table and ask if we needed refills or need any napkins, so I had to go assist myself to get napkins. Until we finished our food she came and ask if we needed refills, we didn't answer because we were already irritated, so she went and refilled our drinks. I kept the time because like i said we had a bad experience the 1st visit. So this is the last time I'm coming to this place. This place does not deserve 1 star. Good luck on your...