Buffalo Wild Wings — Restaurant in Cleveland Heights

On 2/17/2024, My son and a few friends and family came to this establishment to celebrate his 16th birthday. He had a sleep over the night before and the children brought their bags with them due to them being picked up after lunch. During our stay I had to leave early so I ordered my food to go. While ordering the manager on duty (I believe her name was Casandra) stated to me while I was ordering my to go order that someone had to be there that was 18 years and older. I stated to her my god daughter was attending and she was 25 years old. She said that they required someone over 18 just incase " someone doesn't pay their bill and that they total would be placed on the adult bill", I was offended by this comment, I asked the manager, Who said they wouldn't pay their bill? Everyone in my party had funds. Feeling uneasy about her statement, I proceeded to reassure her that all 8 guest had funds to pay for their meals. Soon, after the judgmental conversation and the feeling of these young group of black men being profiled. I spoke with my group and made them aware of her statement and spoke with them about the 15% gratitude tip being placed on their bill, due to her constant comments and reminders of their bill and tip. In fact, I was leaving the group with extra money for a tip on top of their own gratitude. It took over 40 mins for me to get my food to go. In that time frame only one table received their food. The other table was still waiting. My nephew and son ordered an uber to pick up their bags, due to them making plans to go to Sky Zone while dining. I left to go pick up my son check from work (Marc's less than 10 mins away) and received a call the police was called on them. Him and my nephew stated the Manager called the police because they went outside to put the bags in the uber to be dropped off. None of the other party left and some was still waiting on food. When I arrived back to the restaurant the manager called the police saying they were trying to dash. How are these children dashing and they haven't received their food? I told her that they had money and I told her that she had already profiled them as soon as they stepped into the restaurant. My nephew presented to her his pick up receipt for his bags that was completed by Uber. Instead of apologizing to these children she called the police and completely lied and stated she wanted them in handcuffs. She said that it wasn't no one there over 18 in which my god daughter was still there, she showed the police her identification. She said she wanted them to be arrested, the officer asked her was all the bills paid and the waitress stated that they were. In fact, the second table had food already packed up and brought out to their table as if they ordered it to go. The food never came out to their table for them to eat. So how are they dashing when everything was paid for? I asked for the supervisor information above her she refused, she continue to state that this was a franchise and she didn't have the information and to find it online. She had 7 police cars come to the establishment due to her lack of judgment of young men. I have worked in education for over 15 years. She traumatized these young men and they are not understanding why she behaved the way she did. I have contacted the other parents and plan to look more into this incident. I have all the documentations as far as the uber, statement with time of me picking up my son check, my god daughter Identification, and the bills that were paid. If every person walking into this establishment is profiled as soon as they walk in than new management needs to be...

If I could give BW3s Cleveland hts location no stars I would today! 1st the young lady who answered the phone told me it was her 4th day on the job and she didn't know how to add my rewards. She told me to just pay regular price over the phone to place my order. She started out saying she would get someone to help but by the end of my order there was nobody to help. She even stated that there was no manager there. When I asked for the 2nd time to have a manager come to the phone she stated the mangers were busy. I told her I would hold on. She placed me on hold heard whatever advertising they play when on hold, pick up the call again heard people in the background and then she hung. I would say maybe it was because she was new but at this point she had all of my info including my number and my phone didn't ring. I called back and just so happen it was a manager who answered the phone. She was unaware of what had just happened which leads me to believe the young lady with 4 days on the job didn't inform her in the 1st place that she was previously requested. I place my order. I am told it's a 20-25 min wait. It's Friday so I gave it 35 minutes. When I arrived 1 lady stated my order wasn't up yet. Then the lady who is 4 days on the job appears and say what's your name, i told her, she went on to say someone got your order through? The 1st lady reappears from the kitchen and state you didn't pay for your order it's not back there. When I explained what happened she went to get the Mgr from the bar who took my order. After a little bit of time the manager came out to tell me the girl told the kitchen not to make my order reason #2 that I know she hung up why did she cancel my order that was entered into the computer and paid for and it would be 10 minutes to get the order prepared. I again questioned the manager about the situation and she just looked at me. As I search online for an email address or phone number for complaints I didn't find anything. I ask and the 1st lady states she didn't have any more corporate cards. I requested General Manager information. The manager comes back out and I explained how unacceptable the service was and nobody offered me anything. I told her that nobody even apologized. She said she did so I said maybe you did I don't recall. No offer of a drink, to take anything off my bill something free in the future. NOTHING! So it took my order over a hour for an order with a 25 min wait time. I get home my mozzarella stick were cold, 3 of my boxes of wings were flats only (I did not request) and my wings which were suppose to be extra crispy the reason for the 25 minutes( as stated when I ordered) time frame were gummy for 2 out of 4 boxes. I am sooo disappointed and wish I would have not ordered after she hung up on me. The real goal is to talk to someone who value customer service. I didn't raise my voice, I didn't give any attitude but this was very frustrating. I could not get my receipt with the barcode but she was t sure why it...

I went there as shown with my youngest son and my daughter this was years ago when they first opened. Over the years I slowly stopped going and now I'll never go again. The service is absolutely awful..it wasn't a busy night, although we made allowances for the server being the only one..no tem work in the front of the house at all. My gf ordered a salad and pickle chips,I got buffalo wings and a cocktail. The food came,no utensils..water and soda came..I never got my drink. The 1st drink I ordered they didn't have the materials for,I tried another the platinum margarita..it sat at the bar. The server came behind the bar 2x.. didn't get my drink. The bartenders..and I'm sitting at the table by the bar.. never said hey here's your drink. I decided after we finished our food to go to the bar and order another drink,they tried to give me the watered down drink that was at the bar for 25 minutes. Then we asked for the bill and was ready to go,they said I had to pay for the drink I never got so basically I'm being held hostage/extorted to either pay for a drink I never got or drink the drink I no longer wanted and stay. The drink wasn't even ready. So they rushed and made it..it was not good,it was super sweet,then they brought me someone else's change. I hadn't paid yet. And yes honest mistake they were identical bills..but thankfully I not the kind of person to just leave without paying so I alerted the server..she gave a small discount but that could've just been done when I didn't get my drink in the 1st place. They food was great. But thumbs 👎🏿 to the management and service. I'll never go or recommend that location ever. Sadly that's the closest sports bar in the area and for now on I'll have to go further up the street to another BW3 that always has...