Buffalo Wild Wings — Restaurant in Ann Arbor

GET THE FOOD BEFORE YOU PAY! DO NOT PAY ONLINE!

I ordered online 40 Wings and a Brisket Burger. The online app accepted my order and took my payment for the entire order. It did not inform me that they were out of the Brisket Burger when I ordered.

I then went into the BWW and the hostess gave me my 40 wings but did not tell me there was no Brisket Burger in my order. She just let me take the wings and leave without what I paid for. I got to my car and looked at my order and realized it was not there. I went back in and told her I didn't have the Brisket Burger. She then finally told me that they were out of the Brisket Burger. So, I asked that my card be refunded the amount I paid. She then had me wait 10 minutes while she got a manager.

The manager said that if I gave him the last 4 digits of my credit card, they would refund it the next day. I gave him my info and left rather disappointed. The next day I did not get a refund or on the following day.

I go back into the BWW on the following day and ask to see the manager. Waited another 5 or 10 minutes then he said that it would be another day. I told him the whole story of what happened. He then offered me a coupon for 15 dollars off my next order but assured me I would get my refund anyway since this was such a mess. So that was nice (hence the 2 starts), and I left thinking surely now this time it will happen.

Nope! Here it is a week later and I never got refunded. I do have the coupon but I don't think I really want to order from these guys again. I know things are tight with the pandemic right now, but the layer after layer of problems seems...

Placed an online order around 6pm. They said it would be ready at 6:45pm. I know they can not guarantee a time, and it's more of a guide. I'm aware of this. Got there around 6:50pm. There was a line with no one helping those in front of me, despite having 2 people at the front counter. Instead of helping customers they complained to each other about an employee in the back that was being difficult. After waiting patiently, I approached the counter person to inquire about my order. The young woman prints a receipt of the order and goes into the back somewhere, never to be seen again. After 20 mins, I asked the guy that was attending the front counter. He told me they're "bagging it up". Waited another 20 minutes because I figured they were busy and there was a only 1 person in the kitchen that can only lift one wing at a time and carefully place them in a box. Another 20 minutes passes. I asked another young lady about my order. "They're bagging it up". At this point I'm upset because it's been over an hour of lies and terrible service. I understand being busy. I understand being short staffed. But lied to over and over is unacceptable. The only reason I didn't request a refund at that point is because of the incompetence and willful neglect of customer service would only delay a refund, compounding an easily fixable issue. Spent the last part of the 2nd quarter, halftime and the 3rd quarter in there waiting for food during the U of M vs Ala. Game btw....

I have tried giving this location several tries as it’s so close to my work. Every single time has been a huge disappointment, and today was no exception. When you first walk in, it always takes a while for someone to acknowledge your existence. Today, when I picked up my order, the associate, when finally approached, seemed extremely annoyed to be at work. My birthday was yesterday, so I decided to treat myself by redeeming some points towards the chocolate cake. The chocolate cake is supposed to come with ice cream as well; however, there was none given to me with my order. I asked the associate if I could have the ice cream that came with the cake, in which she gave me an attitude trying to tell me that ice cream doesn’t come with the cake. She asked a nearby coworker on their lunch break if ice cream came with the cake, in which she thankfully corrected her and said that it does. So then the original associate displaced getting the ice cream onto a nearby associate and walked away. Every single time, without fail, they always forget the carrots and celery - it’s explicitly marked on the receipt that I physically selected the carrots and celery. Today, also no celery or carrots with my order. But I was too embarrassed to ask because I already felt like they were all annoyed to get me the ice cream they had also forget...