Buffalo Wild Wings — Restaurant in City of Industry

The managers tonight were Rene, Kevin and Russell. We were served by Pierre at our table and Luis at the bar.

The host/hostesses were so many at the front they were running into one other as they got in the way of customers. None of them welcomed anyone, they were lost and confused, not one knew what great customer service looks like. The manager was right there observing all of this and did nothing to redirect, train, coach, or correct anyone at all.

The wait to be seated was long because of a big baseball game but we didn't mind. I went to the bar for a drink for my wife and I and was helped promptly. I asked for a margarita and a beer but I was told that the blended drinks were "down" and not offered an alternative. The bar was full of people but the bartenders were not busy, the bar manager was absent and wasn't observing, training or offering any solutions to being "down". Luis was polite but showed no interest in suggesting another drink to satisfy my request. My wife went without a drink while we waited. Once our name was called we were sent dismissively to the patio "just take them to the patio" and seated to "sit where you want it doesn't matter".

Pierre, our server, was a hustler but was obviously overwhelmed. The patio couldn't be a more disorganized mess. The tables were not numbered which resulted in ALL of your staff parading up and down the patio asking customers if what they had on their tray was what they ordered. If it wasn't so tragic it would be comical how many times your runners traversed the length of the patio with a tray of cold food or warm beer only to go back inside, completely lost. We first got our entree (wings) to which the runner asked us "are you sure this is what you ordered? Because it's possible that someone else ordered the exact same thing!" When I told her that the veggies were supposed to be all carrots (just like it said on the receipt she was reading from) she acted annoyed and brought back 3 carrot sticks per tray, as if she just picked out the celery! Not to mention she left us no trays/plates to eat these wings on (the wings were lukewarm at best by the way). 5 minutes later the appetizer showed up and another 5 minutes after that my beer showed up (everything was ordered at once). Later I asked the same runner for another ranch and some napkins to which she replied "of course!" and promptly disappeared for the rest of the night. My 2nd beer came out warm and you could tell it sat a while because it had the huge space on top of where the head on my beer used to be. My 3rd took longer and was comp'ed.

Pierre got very bad and very little support from his co-workers and from the people you call "managers". The managers managed ONLY to ensure the worst service I've EVER gotten at a chain restaurant/bar and spurred me to write this very long review. This is only my 2nd time ever doing this and like the one time before, I do this only because I expected more. I don't want your coupon, nor a gift card, nor a phone call, nor an apology. I only ask you to FIX THIS out of pride for my city and the horrible way you represented us tonight. I understand it was busy but this wasn't my first time here, but it may be my last. I have more than 12 years experience in customer service & management and could easily say that your establishment has no leadership and LOW expectations from your people. The key to success is repeat business and...

So sad to see what this restaurant has become. Firstly, they've done away with menus, and therefore, eliminated ordering with a human being. Instead, they have a QR code that logs your order. Now I'm not the kind that hates digital menus, but the way they've implemented them here is the worst way possible.

When you scan the code, it has you enter all your details before even ordering: name, phone number, credit card info. I half expected it to ask for my mother's maiden name and social security number.

After this, it brings up the menu. We ordered 30 traditional wings. It then had us choose up to 6 flavors. We assumed this meant that it would give us 5 wings per flavor that we chose. WRONG!! One flavor was 5 wings, another was 3 wings, another was 8 wings. It made no logical sense. One of the "wings" was also just the tip of the wing with barely any meat. How they thought that was acceptable to give to us is beyond me.

Next, it asked for our sides. We asked for 3 orders of ranch and 3 orders of just carrots. When we got our food, it came with one order of carrots, one order of celery (that none of us wanted or ate), and 5 orders of ranch. I'm not sure how they got this so wrong but I'm gonna guess it's intentional since ranch is probably the cheapest side for them to freely hand out.

On top of all of this, when we got there we asked if we could sit in a booth or low table. They informed us that only the bar area was open and all of those tables were occupied so they only had bar height tables. One of our party members has a disability that makes sitting on those tall stools uncomfortable, but they wouldn't make an exception. Our party member didn't want to make a big deal about it so he agreed to sit in it, even though it was very obviously uncomfortable for him for the entirety of our time there.

The server that brought our food was nice enough but she basically was the only person tending the entire bar area and it was obvious that she was only there to bring out food. I felt bad only tipping what was essentially a 4% tip but I just don't want to condone this system of customer service. Why should I tip more if I took my own order and did all the work for them? And I didn't even account for all the issues with our food against the tip.

I'm not sure if all BWWs are like this now (it's my first time going to one in about a year) but if they are then I don't think I'll...

Me and my partner decided to go to Buffalo Wild Wings we got there at 11:50pm sat ourselves down because employees were just starring at us instead of letting us know we can sit ourselves the girl with the blonde hair said she’ll be back to help us after helping another table we waited for 30 minutes (every server kept passing by but nobody attended us) until a guy finally came to take our order! We ordered our drinks and food at the same time ten minutes go by she finally stops by our table after passing several times and tries to take our order after waiting for so long but we let her know someone has already took our order. Anyways 20 minutes go by and we haven’t even gotten our Drinks! After our server was passing by many times! as we finally get our drinks. Ten minutes pass by my partner wanted to order another drink as he was the server cut him off mid sentence told him “he’ll be back after he gave a table their drink” he NEVER came back and was just passing by us like we didn’t just want to order another drink! He passed by us so many times new customers came in and they right away attended them took they’re order while we just waited looking like fools for someone to attend us we never got to order the drinks he wanted never got our food neither !! Eventually we felt unwelcome and like we were being ignored intentionally. My partner and I just decided to pay for the two drinks we received ($25) and cancel our food order it was 1 something am when we decided food was never coming we were never going to get a chance to order a drink we were very dissatisfied & disappointed and the WORST part of this was it wasn’t even BUSY there was very few people in the restaurant and yet everyone was getting attended the table behind us was getting check on several times by “OUR” server as too while him and other servers were just passing by us like we were ghost! Not even an apology or nothing and after canceling our food he still has the audacity to “look” upset when they were the ones ignoring us! Manger was no help too acted like they didn’t care! It was also OUR FIRST TIME HERE! I’m literally so upset because we could have gone to eat at another restaurant but couldn’t because it was already to late! Whole night ruined if we would’ve known we would have...