Buffalo Wild Wings — Restaurant in Austin

Each year, our company places an order from your establishment to kick off March Madness for basketball. Today, we placed our order online for in-store pickup (Order #1000026316115). When I arrived, I was given two bags and told that was everything. For an order meant for seven people, two bags didn’t seem sufficient. I didn’t check the order before leaving, but once I returned to my office and began unpacking, I discovered that one bag contained sandwiches and sauces, while the other had another sandwich, chips, sauces, and wings—still, no fries or potato wedges. We were missing a total of 3 fries and 2 potato wedges.

We immediately called the store to report the missing items. Aretha answered and insisted the fries and wedges were included. I explained that I had just unpacked everything and confirmed they were not in the bags. I asked if I could come back to pick them up, and she agreed.

When I returned, Aretha immediately became defensive, claiming the fries were in the bags. I explained that there was no way 5 sides of fries/potato wedges could fit into the two bags along with the sandwiches, chips, wings, and sauces. The manager, Lucy, came out to assess the situation. I explained the situation again and expressed my frustration about missing out on our team lunch. Lucy then went to the back for about 1.5 minutes before returning and telling me she had already packed the fries in the two bags, and there was nothing more they could do.

I’m appalled by the service I received today. I’m left wondering how the fries/wedges were packed into the already full bags and handed to me. At this point, I’m requesting a full refund for the entire meal due to the lack of proper service, being called a liar, and wasting my time. I expected a proper lunch for my employees to enjoy during March Madness, and instead, we were left with a half-complete order.

What’s also troubling is the change in Aretha’s story. Initially, she insisted the fries were in the bag, but later changed her story, claiming I hadn’t ordered fries at all. I had to show her my receipt to prove that 5 of the meals indeed came with fries. This back-and-forth is incredibly frustrating and unprofessional. It’s disappointing to be treated this poorly by a company. I hope to hear from someone soon with a resolution to this matter. The lack of customer service and poor management at this location were...

We arrived at 8:10 and placed our name on the wait list at 8:13 under my husband name Ron, the hostess said should be around 30 minutes we got text and it said 35-45 min, so we waited in our car which was parked in front of the entry. We waited patiently and started to see people pull up after we had waited 45 minutes and just walk in and get seated. We had called before coming and was told that no call ahead wait list was available, we continued to edit and saw two more groups pull in and get seated right away. The restaurant was not busy so I told my husband we should go in and check. We get in and the hostess and wait staff were standing around talking and we waited a few minutes before someone came to ask us how many in our party. I explained to the girl that we already had been waiting now for an hour and no one has text to call us and people have been just walking in and not waiting. The hostess then said to have a seat any where we like because the tables have been cleaned. We sat a table that did not have a closed sign. Another girl comes over and tells we can not sit there and needed to move to another area, I explained there was not a sign and the hostess said we could sit anywhere. She got pretty rude and said no you can’t sit here, I then asked her where she would like us to sit, she said anywhere. This was our first time trying your restaurant and must say I was ready to just leave at that point, but my husband wanted to stay. There was only two waitresses and service was very slow. We were going to order an appetizer but after waiting to just place an order we decided to just order dinner. My husband ordered wings and fries bundle and I ordered hatch chili burger, the food was decent. We understand you are short staff, but the waitress that asked us to relocate was just standing around talking and our waitress was doing all the work. I don’t think we will be back for dine in at this location, terrible customer service!!! We paid extra for my husbands French fries that should have came with the 10 wing bundle...

I ordered a regular potato wedge via Ubereats and was notified my order was ready. When I arrived to the restaurant no one was working the pickup/Togo counter and there was a line growing. When the young lady did come out it took an additional 5 or so mins to tell her I was here to grab an order of fries because others were placing orders Togo. When I ask for my order it was clearly not ready and she walks back to the kitchen. When she returns she casually states that the restaurant ran out of wedges and that I can get something else. When I ask why I was able to order to begin with she noted that the order was available at the time i ordered but unavailable afterwards? I then casually asked to speak to manager. LAUREN, if that’s even her real name, came out looking visibly annoyed and essentially asked what I wanted. I asked why it took so long to tell me that my order that I drove 20 mins for wasn’t even available. She said they didn’t have wedges all day and that they noticed Uber and that my refund and any customer service complaints should be directed to them. That’s fair, but she was so cold and rude about it and then when I pressed her about it she became more defensive and said I needed to speak to them and actually accused me of cursing when I NEVER did. Either she lied or she assumed and wasn’t listening to my complaint because I never cursed once. When I asked for her name she said Lauren quickly and walked away. “I” actually had to tell HER to have a good night before leaving dumbfounded. Won’t be coming back. Mistakes happens; attitudes and how you make people feel last. LAUREN can go; furthermore, she’s lucky I didn’t read her down the way she stereotyped me and assumed I would. Won’t be coming back and will be notifying...