Buffalo Wild Wings — Restaurant in Cincinnati

I'm not sure whom is at fault? All of us, the app, particular location?

Last Monday I was in Cincinnati at Jake Sweeney near Sharonville for an oil change. I live about 45 min east of Cincinnati. I had an abundance of points from ordering and a reward from our last trip to BBW in Portsmouth, where I attended college. Another hour east of where I live. I ordered from Milford location as I left Sharonville. When I arrived at Milford they didn't have anything. I showed a girl the order. I asked what my options were and I didn't get much. Cancel and reorder from that location. No help on their part whatsoever. Fine. My fault. I wasn't diligent in checking beforehand. I called the store I had placed the order. Downtown, Clifton. I asked her if I could have my order moved, canceled etc. She said it would take up to two weeks to see my return in my bank. I honestly didn't have alot extra to be throwing around. I only had ordered bc of the free sandwich, in addition to my order. I opted to drive down and go ahead and even placed another order bc I had to now think of my whole family for dinner. The girl downtown had absolutely no sympathy I was driving 45 min to another location, even farther from my home. I called again to inquire about parking, making sure my order was in fact there. I was told it was, then it wasn't. I went to my husband's BW3 profile and added, you guessed it, another order, still under my name Amanda Kimberly. By the time I arrived, paid for parking, and after finding my order from 5 pm, long dead when picking my 6pm order off, I was so ready to pay and get out of there. I asked for my coupon to be taken off, although I redeemed them on the app. No one knew how to do that. One girl walked away from me twice, saying "I don't know". The rudest crew I have ever encountered. The manager finally came over and suggested next time I come in and order so the coupons can be taken off...he doesn't mess with the app? This could have been resolved on one of my many calls to that location. Milfords manager could have communicated with downtowns. Seriously? If I was coming downtown spewing $30 I would not have came to BW3's. There are so many amazing spots with similar price points. Lesson learned. It seems I can't use the app confidently and employees aren't even sure what it entails? The app is what brought me in.

I ended up spending $40 on something I only ordered bc I could keep our...

Ordered on the app. Walked in to pick up order.. every single server was sitting down at tables on their phones. Nobody was at the pick up counter to greet anybody walking in. So already terrible customer service when you’re not even greeted walking into an establishment… especially if it’s dead and the staff is literally doing nothing but sitting on their phones.

Got home with said order and was missing the main portion of my order. Immediately called with no answer the first time, so called again. Finally got an answer and told them I’d come pick up the missed portion of the order since it was my main entree missing.

Get there to pick up missed portion of order and I’m waiting….. waiting…. Waiting….. a few others come and go… I’m still waiting…. Finally after 20 minutes I’m told they were waiting on wings entirely…. So while the rest of my food is getting cold at home, I’ve just waited another 30+ minutes for a mess up to be fixed.

Coming from a manager in the food industry, there just seems to be no care from anybody at this location. They don’t seem to care when something gets messed up. Like yes they offer to fix it but they aren’t very apologetic about it.

Any other location I’ve picked up from goes through the order with me to show me everything is in there and I don’t ask, it’s their protocol… so why is it not practiced at this location to ensure customer satisfaction?

On top of all of this… now my diabetic husband is in the hospital because he got food poisoning which caused colitis and sent him into DKA (Diabetic ketoacidosis)…. All because of careless staff and ensuring proper food handling. This is the kind of stuff that gets places shut down. Poor staff. Poor standards. Just poor everything from this location unfortunately. Smh.

All we wanted was some decent food but instead got a trip to the ER and the cost that comes with it… how you fixing that one...

I dislike this place compared to other Bdubs due to the excessive wait times, incredibly off "estimated pick up", hit or miss quality on the wings, lack of employees answering phones, and waiters that disappear and never return.

Let's talk about these issues one by one.

If you order on discount days, expect to wait up to 2 hours for your order. The wait is absolutely ridiculous.

The estimated pick up time for carry out orders is usually very off from the actual pick up time. You will be told a 30-45 minute wait time on the phone, while waiting 2x-3x that amount. The people I've talked to also waiting said they had the same story, the pick up time was vastly off from when they were being told over the phone. It simply wouldn't be an issue if the pick up times were correct. There was also zero compensation for the incredibly long wait times.

The wings vary in quality. Usually they will ration out the sauce by barely giving you any. The sauce is the best part of Bdubs so that's a major negative. Second, the wings will taste dry, burnt, or cold. I've had a large orders of 20+ wings completely trashed due to quality control issues. Thankfully the manager opted to redo the order for us.

I'm not sure what the big deal is with the phone. I feel they should have more phones and employees instead of having their lines busy 24/7. It makes it difficult to place an order when you want to.

Waiters constantly disappear after you place an order. This is extremely negative in times where you order spicy wings and you need a refill on your drink and you don't get one.

Overall it's more of a "I have no other choice" location. I wish there were more competitive wing locations as they would most likely steal the customers that are disgruntled with the poor...