Buffalo Wild Wings — Restaurant in Aurora

I have eaten at this location 5x since the beginning of the year. Always do carry out due to Covid. First time picking up we sat forever in the car after our scheduled pick up time. So the 2nd and 3rd we parked and walked to outdoor checkin table instead. It was slightly quicker but still not very organized. 4th time we didn't want to deal with any of the new so we had it delivered which was perfectly as planned however it takes 2x as long. 1hr instead of 30 min ave. This most resent time was by far the worst. We pulled up to spot1 and called to say we were here and our spot. They said they would have it right out. 20 min later still nothing. I walked to the table as before. After 5 minute wait I talked to host and they went to grab my order. 5min later a different person came out and said they could not find my order was I sure it was this location. After a few more minutes she returned with it. I got home to find 1/2 the wing order was missing. I called and ask for them to deliver the wings as I know that is an option with on line ordering. They instructed me that was through a 3rd party not directly BWWW. Which I understand but it was a horrible response especially after I had already told them the story of waiting 35min past my pick up time. Past me utilizing their call instructions and only after I walked to the door to track my order. ..I think your manager could have place a delivery order on our behalf but instead she was short and explained I could have a refund for that portion or drive back to pick up the missing wings. She offered no other compensation at the very least why not credit me for the wing order that was screwed up and I had to drive back to get. Or give me some sorry of coupon for a free meal next time. Something for the screwed up order for my having to drive back and for the initial 35min wait outside the location. Instead she was again short and lacked any real responsibility. I drive back called again when out side and within 5 minutes they dropped off the missing portion of the order. That manager did not even have the customer service skills to walk it out herself and apologize. All told I ordered at around 6pm finally sat down to eat at 730(I live less than a 2 miles away) or it would have taken much longer. While I was frustrated with the poor management of the entire take out process...I was truly more upset by the lack of customer service. I have tried to do take out 2x a week since the start of the year to do my small part to help business. After the lack of his...

I’ve waited about a month for a refund of around $72 that I’m just going to accept that I will never get back. I ordered delivery on July 17th from this location and didn’t receive my food (I left clear instructions because I live in apartments and I’m in my third trimester of pregnancy). After waiting for an hour and actually looking inside my apartment building and the outside of it to make sure the food wasn’t accidentally dropped off to the wrong apartment, I called the store to get a refund because I didn’t feel like waiting longer for another order. When calling and telling the store my experience, the woman on the other end explained to me that I should call DoorDash because they were supposed to deliver it. So I did, and DoorDash dropped the ball and basically told me after 2 weeks of calling them twice along with exchanging several emails that the store was responsible for my refund even though DoorDash originally said they would issue me the refund. So after that I called and talked to the manager who was very kind and understanding and told me my refund would be issued back to me. Waited over the period of time that my refund should have been received after that call (it was well after 7 business days) so I called again last week. There was a different manager and he seemed kinda short about it but he said he would look into my refund and possibly call me back. In that call I also told that manager the last 4 digits of my card number, and the first time I accidentally said it in the wrong order and told him the correct order again and he said that my refund possibly hasn’t come in because I said the wrong number to him even though I tried explaining that all the other times I told my card number correctly and I just accidentally said it wrong that one time while talking to him when he was trying to look up the transaction. It’s now a week after that and I’m just annoyed that it takes this long to resolve a refund and I think I’ve been more than patient about this and I was also very understanding and didn’t get upset with the staff or management over the phone during my entire experience up until now because this is kind of ridiculous. I used to work in the food industry and I completely understand that mistakes can happen and it can get busy and that server/manager brain can kick in and you may forget about something at times, HOWEVER I don’t think anyone should have to call several times to remind the establishment that they need to refund an order as well as wait almost a month...

The service here is just inconsistent. We've been dining and ordering here for a while. 2 weeks ago we ordered online for a pick up and there were no issues, probably because it was a Tuesday and slow, we pulled up and they asked our name and the food was handed over.

However, last night we placed an order online at approx. 6:45pm and the estimated pick up time was 7:10. I pulled up into the #2 parking spot at 7:16 directly in front of the restaurant and next to their table. A gentlemen asked for my name and I told him along that my order was supposedly ready at 7:10.

I waited and waited. I watched other employees come out with other customers food. Those who were waiting before me and after me. I sat in my truck with the windows down being patient because it was a Friday evening. No probably I understand. But as the employees ran back and forth with orders for 22mins (my texted me at 7:38 if everything was okay because I was gone for bit since we live 5 mins down the road) no one had mine nor asked what I was waiting on.

I didn't want to be that customer who makes a scene but it had been about 50 mins of me sitting in front of you waiting for my order that was supposed to be ready at 7:10. I finally got the attention of one of the employees to check for my order again. He brought it out in a few minutes and I asked him what the issues was. He replied he didn't know what name he was looking for.

Due to failed lines of miscommunication, poor leadership, training and awareness of the staff. I received $67 of cold food, took me over and an hour to get dinner home to my family and best yet the employee who brought my food could care less that my food was ready at 7:13 on the receipt. He just wished me a good weekend. No accountability on their part so I'll be accountable for making the mistake of wasting $67. I was going support @FotmDenver but it was out of my way. If I could have predicted this experience I would've gone out of my way. Always...