Buffalo Wild Wings — Restaurant in Burbank

Wish I could give this location negative stars. Went out with my family to have dinner. Showed up to this location. The host gave us a booth. Everyone loves to be witted in a booth as do I as well. My older brother is a big man and well a booth is just to compact. My brother wasn't comfortable so he decided to go up to the host and ask if it were possible to get a table instead. The host Erin or Eric, responded in a very rude and discriminating way. He told my brother that it would be a waste to give our party a table. "It's a waste of a table." As my brother waited at the hosts podium, the guy comes to the booth were me, my girlfriend and my brothers girlfriend were standing next to. The host than said "I don't know what the issue is. Giving you guys a table is waste. I have a party of 16 coming in. It's just a waste of a table." My brothers girlfriend than responded to the host with rage "What do you mean what's the issue!? My boyfriend is a big guy and instead of giving such a rude response and discriminating my boyfriend for his size, you could of at least accommodate us with a table. The place isn't busy so I don't see what "THE ISSUE" is to give us a table!" The host didn't like the response, looks over to me and before he could say anything. I calmly said to him "The booth is just to compact for my brother. May we please just get a table." Again the host said no it would be a waste. So one of the waitress came up to us and told the host "in other words" to just walk away. A gentleman in all black called the host over. Said something to the host and ordered the host to take two tables and extend them. As the host was getting the table ready he had this angry look on his face. Okay I get that his mad but the customer service he gave was very rude and discriminating. My brothers feelings were really hurt. I was heated because this host really had the audacity to say "it's a waste of a table" when clearly you can see that my brother wouldn't be comfortable. Now here's the thing. My brother is visiting from Texas and he was bumbed out his flight was cancelled due to hurricane Harvey. So this visit was his first visit at Buffalo Wild Wings Burbank. (Talk about first impression) Now mind you the host said he had a party of 16 showing up. We literally stayed there for 2 hours and there was no party of 16. Now check this out. This was MY second visit to this location. And the SECOND time I had a bad experience. The first time I showed up with my gf and we just wanted a bite to eat before our movie started. We made a reservation for 2, two hours in advance. That way we had enough time to wait in line to get our tickets, stop by T-Mobile than head to BWW. When we arrived the host told us that we had to wait. So we did. She said we were third in line. We waited 1 hour. The 2 groups that were ahead of us got their tables 5 to 10 minutes after our arrival. Than a party of 20 came in for a sweet 16. And they were just a walk in. I know because I heard the host ask if they made reservations and they said no. Than the lady 5 minutes later said okay your tables are ready. The group of 20 walked right in and were seated. Now I'm mad, I went up to the lady and explained to her I called 2 hours in advance to make reservations for two. I told her it was nearly 1 hour of waiting and still haven't been seated. So the host became frustrated and said fine come with me. She gave my girlfriend and I the smallest table in the room. The table is usually meant for one person! My experience at this location was and will still be the worse until they get their team together!! No matter who tried to make things better always ended worse! I seriously wouldn't recommend this place! The BWW I will most definitely recommend is the one in the Sherman oaks galleria! They're more friendly! Customer service is a 5 star rating!! If I were the owner of the company and saw how poor of a job the Burbank location was doing, I would have gotten rid of everyone and replace them with people who has more control...

My wife and I went to this BWW today after making a reservation on their website. We would not have gone on a busy Sunday during football season without a reservation. We received confirmation emails and text message reminders for our reservation. When we arrived and told the hostess we had a reservation, she said, "We don't take reservations." When I showed her the confirmation on my phone, she said that they disabled OpenTable that morning and that I should not have been able to make a reservation. She said that no tables would be available FOR 2 HOURS. She didn't pretend to care about the inconvenience.

My wife suggested we get a takeout order, but we both felt that the restaurant should do something, even if only a symbolic gesture, to compensate for the service failure. We drove 40 minutes for a reservation that they confirmed but would not honor. The cashier took our order, but before we paid he went to the manager to see what could be done. I stepped outside and my wife spoke with the manager (Carlos R.) and he said nothing could be done. When I heard that, I went inside and asked a female employee if I could speak to the manager. She said that she was a manager and could help me. I explained the situation and she said she couldn't give us any kind of discount (not even 5 or 10%) and that nothing could be done. When I asked for the name of a regional manager that I could contact, she sent the store manager (Carlos R.) to me.

Before he returned, the cashier brought our takeout order to us. We had not paid for it, and we are shocked that he processed it without payment. The store manager showed up shortly after and told us nothing could be done because it was a third party's mistake. That defies logic! The third party is OpenTable which BWW hired to do exactly what they did: Make reservations for me. I told him that I worked in restaurants for years and that you always try to satisfy the customer in the case of service failures. At least do SOMETHING, ANYTHING, to show that you are sorry for the failure and that you appreciate their business. He said there was nothing at all that he could do - not even a discount. I showed him that our takeout order was complete and asked him if he would rather throw the order away than satisfy his customers. He said if you don't want the food at full price, I'll throw it away. He was happy to take the loss of the food and the loss of two customers. Why not lose the food - or slightly discount the food - and keep two customers? Evidently, he is neither a champion of logic or customer service. Everybody lost today. As long as management is allowed to act like this, I would strongly discourage anyone from eating at this store. TERRIBLE customer service. The manager (Carlos R.) did not even...

This is one of the better BWW in the valley because it isn't part of corporate, it's franchised. So what that means is they often have different deals that give you more value for your money.

Location: The location is perfect, right next to the AMC movie theaters and Coldstone's creamery for some dessert after for a good dating combo. Parking can be a bit of a hassle if you come during a busy weekend because it shares parking with all the other restaurants and AMC, but during the week you should be solid. 9/10

Bathroom: The bathrooms are kind of small, with only like 3 toilet stalls, 2 urinals, and 2 sinks in the men's. Cleanliness was ok, nothing too special but there was some tagging in small spots I noticed. But it's the valley, what place doesn't? 7/10

Service: Service here for the most part I would give 8/10. Since this is Burbank, which has a good number of studios, you often get people that are aspiring actors/actresses so the communication skills are up to par. The wait time can be a bit of a drag because depending on the time of day you go/day of week you go, you could be looking at around and hour. However, going to the bar you might have some luck if it's just you and a buddy of something. The food came out fairly quickly as well, and this is usually the case when I come to this location so it's pretty consistent with getting your food within I would say 15 minutes from when you order. 8/10

Ambiance: Typical BWW setup with TVs and sports playing everywhere. They took out my favorite crane game a couple years back and replaced it with a modern jukebox that you can request songs from. The music is pretty poppin for the most part, and the bass sounds really good that I wished they had a little dance floor. 8/10

Food: Food is typical BWW quality. They cook it to spec and they really isn't much to complain about. What I did like was compared to other locations in the San Fernando Valley, this one gets your custom orders most right. Other locations I've noticed I've had to remind the server of something I ordered or change something that didn't come out right, but this location gets it right 90% of the time to how I like my food. 9/10

Overall: 8.5/10. Has the right combination of having a good time for any occasion. Either a date night, night with a group of friends, or maybe even a business meeting during the day would work, this location is just very consistent with everything it does and I can't really complain other than a few incidents. It's why it's my favorite location in the SFV and why I've been coming here for probably close to...