Buffalo Wild Wings — Restaurant in Casselberry

For context, I've been going to Buffalo Wild Wings restaurants since it was known as BW3. The whole package used to be top notch: the food, the environment, and the service were all exemplary.

Having been to this specific location a half dozen times in as many years, this location has gone way downhill. For this review, I'll focus specifically on my most recent visit in August, 2020. The first thing I noticed is establishment smelled--and not in a good way.

After a brief wait at the entrance, I watched several employees walking to-and-fro, chatting among themselves, and bantering behind the counter, clearly recounting to each other last night's happy hour they shared stories of fraternizing with the kitchen staff. Our eyes met and I gave the "Hi, I'm here, could I have a table?" look and nodded. They went back to swapping stories. I didn't realize I was being an inconvenience. I thought perhaps I should use the restroom and freshen up myself (and perhaps check my attitude--maybe I was in a sour mood?).

The restroom was horrid. One toilet was nearly overflowing with waste, the trash clearly hadn't been emptied all day, and the floors had more urine on them than the urinal. I also wondered if the walls had been cleaned since they opened.

Maybe it would be better to get takeout. I went for the counter but was nearly run over (twice) by two kids, without masks, running through the dining room and lobby touching everything in sight. Any doubts I had were now confirmed.

I placed a small carry-out order of boneless wings and was told "10 minutes." About ten minutes later I went back to the counter, gave my name. She asked me to confirm my order, she seemed surprised, hurried off to the kitchen, and emerged saying they're finishing up and it'll be a few more minutes.

In the 17 more minutes that followed, I was asked not once, not twice, but three times for my name (in the presence of others who'd already asked and told me "they're tossing them now, just a few more minutes"). My thanks to the only employee there with any sense of social awareness --she intuited I was losing my patience and kindly answered on my behalf the third time.

After 27 minutes and apparently passing the "do I remember my name" test (FYI: In the entire span of time, mine was the only carry-out order), I got my wings, eager to feast in the relative quiet and odorless interior of my car. Half the wings were overcooked and bone-dry. The other half were barely cooked and completely saturated with sauce. Variety may be the spice of life, but I prefer some consistency in my food orders. Also, there were no utensils or napkins.

I ventured back inside and asked for a fork, again inconveniencing the social hour. Of the three employees there, one looked completely confused (has no one asked for a fork?), one silently turned her attention back to her phone ignoring my plight, and the third wandered toward the kitchen (I hoped to fetch a plastic fork. "Nevermind," I said, as I reached into the bin of pre-wrapped to-go plasticware behind the counter in plain view of...

First off, for the last couple of months, we've been coming to this location at least once a week. We usually sit outside at the bar, and 2 of the waiters/bartenders know that we are regulars. We have the blazin' rewards app and have over 5,000 points. We wanted to use our points to redeem 2 snack sized boneless wings, fountain drink, and side of fries. The only thing we should've had to pay for was a beer, which would've been about $5.

We told the waitress what we wanted to drink, and I then followed it by asking how we redeem points. So right then & there, the waitress knew we wanted to get boneless wings with our points. So we redeemed the points and placed our food order. She was walking to the computer to place the order and half way there, the waitress says "oh, it's tuesday so you'll get double wings" (BOGO free boneless wings). She never said anything about not being able to use our points still or anything about that matter.

We eat our food, give the waitress our phone # for our bill and she goes to take care of it. She brings the bill back and it only says the fountain drink and fries were redeemed. So I asked about the wings, she said she would go check the computer again and then talk to the manager. Waitress comes back and says that because of the promotion, our points ARE NOT redeemable. I asked for a manager and she comes over.

Manager said she would take off 1 of the snack sized wings, use our 2 from our points, and STILL have to pay for a snack sized boneless wing. She stood there and argued with me, and then she RUDELY snatched everything off the table and said "fine, I'll just comp your entire meal".

For being loyal, once a week customers with over 5,000 loyalty rewards points, I feel it should've been handled A LOT better and I should've been taken care of.

Your waitresses SHOULD know that the food promotions WILL NOT let you redeem your points.

We will NOT go to this location again, and the manager handled the situation...

From the time, we walked in our experience was disappointing. The hostess found it to be a challenge to seat a party of seven and a party of two before us. We asked to get a booth and the hostess had to get an approval before seating us as well as the couple in front of us at a booth. There were plenty of booths and tables open. The waiter took our drink order within a timely manner and promptly took our food order. I requested a side salad and he told me he had to check with the kitchen but he thought they were out of salad, and he would check and let me know. He never came back to tell me one way or another on the salad. We had to ask him again. He said they were out. About that time we got our food. We both ordered wings and they were dried out, overcooked and chewy. I tried to eat them and not say something, but they were horrible. I took a bite of one and put it back on my plate. I notified the waiter of the overcooked wings when he came back. He asked if I wanted a new order and I said yes. He came back pretty quick with the wings. I ate two of them that was on top, but as I grabbed the next one, it was the same one from my first order that I took one bite of and put it back on my plate. There was a lot of sauce on the remaining wings. The extra sauce I figured was suppose to hide the same dried out and overcooked wings that I had to begin with. I am sure that those were the same wings I had been served with two new wings on top. They were awful. I ran out of tea due to washing down each horrible bite and the waiter was pretty quick to offer a refill the first time, but after that I had to stop him and ask him for a refill. I got the impression he saw my empty glass, but walked by not looking in my direction trying to avoid getting me a refill for the second time. It was like he was burdened by bringing me another tea. We walked out paying $80 bucks , but it was not worth even $10. I think a McDonald’s burger would have been better than...