Buffalo Wild Wings — Restaurant in Colonial Heights

Every single time I come to this location, there is a problem, but last night (10/12/19) was the final straw. My friend ordered her food online around 11:15 pm and it said it would be ready by 12 am. We arrive at 11:40 and she goes in there around 11:50 pm and a worker proceeds to tell her that her order has not come up yet meaning it isn’t done. She goes back in there at 12 to ask for her food again and this time she’s told that they don’t have an order for her. So this presents the first problem. If her order was not in at 11:50 pm, why would y’all proceed to tell her it is not ready yet. So, the worker then tells her that she ordered for today (10/13) at 11 am. She tells her there must be an error because she ordered for that night. The worker then goes to get the manager. The manager takes 10-15 minutes to come see her. When he comes to see her, he says there was a glitch in the system and that he would have her wings up pronto. 30 minutes gos passed and she still does not have her wings and so, I go in the store to ask her what is going on with her order because I had to wake up at 6 am for a conference. I asked did she receive any compensation for their inconveniences and she stated no. I then asked to speak to a manager because I don’t believe that it’s fair for her to receive nothing and she waited hours for her food for a problem that was not her fault. Again, he takes 10-15 minutes to come to the front to speak with us. I begin by asking for compensation in the form of a free meal card, desert, or anything for her and my time being wasted. He repeatedly said like there’s nothing he can do and keeps restating there was a glitch. I said sir, I understand that there was a glitch but after that was acknowledged, it still took 30-40 minutes for her food to come when you said you were getting it pronto. He repeatedly keeps talking about the glitch. I said sir, its fine, I will just call corporate to ask for compensation. He then proceeds turns his back on us and say, “well call them and get it from them then”. I said you don’t have to be nasty because I never got nasty with you. I then received his name from one of his workers. His name is Steven C. and I will be reporting this incident to corporate. This was poor customer service and they should’ve serviced her quickly after the glitch. It was not her fault and she was understanding. The least they could do was compensate her with a free meal or something for her next visit because of the long wait and the fact that she could not get a refund since it was ordered online. This location has very poor customer service. We did not leave until around...

I have been a religious customer and supporter of the BDUBS chain. I even tried to eat at this restaurant multiple times in hopes it was just a bad day. It is disappointing how understaffed this place is. I firmly believe this causes a significant issue with attention to detail and the quality of service. Tonight, there were only two waiters. I watched multiple guests get turned away. I cannot speak for the customer service provided by the waitresses (going to air on the good side and say they were doing what they could) however, I chose to order take out. This is the second time I’ve ordered takeout for my family to which I was greeted with a smart comment like “wow mann you ordered a lot” or “gosh that’s a lot of food”. Yes, I ordered a lot of food because I have to feed a lot of mouths - not that it is of any concern to the staff. I received my grub and headed back home. Once again upon opening my bags I realized that I’m missing 1/3 of my order. I will not spend another penny at this specific restaurant. I hope that staff gets more help to hopefully bring a better name to this establishment. BDUBS in colonial heights is a NO go for my recommendation…. As I type this I’ve been on hold for 40 minutes waiting for a manager because the first two members cannot do anything without a manager. I simply want to pay for only the items I received - which is about a $35 dollar difference to my over charge.

Edit: once the only manager on staff was able to direct her attention to my phone call, she was super nice and understanding. My wife was not rude and the manager was not rude either. Although, she did mentioned a refund for the items not received could not be accomplished but she’d would work to find a better solution since we do not want store credit at that establishment. I was impressed with the fact she provided her name and stated that she was working through several other issues but would either contact us tonight or first thing tomorrow morning. To be frank, I feel sorry for the staff because I know how cut throat people can and probably are being to them. Upper level management needs to get involved and provide support if they want this...

STAY AWAY! Your business will be appreciated more at McDonald's. We were not greeted for several minutes. The hostess was confused about where to sit us even though the restaurant was not busy and there were plenty of tables available. Another waitress was cleaning a table right next to the door and she wanted to seat us there, even though there were two other tables on the other side of the room already empty. She walked away to figure out where she should sit us and someone else came over and asked where we would like to sit. After being sat at a booth it was at least another 10 minutes before Serena, our waitress came to take our drink orders. We ordered 2 Michelob Ultras and 1 Coors. When Serena brought our beers back to the table she was struggling not to drop them and when she served them to us she had no idea which beer was Coors and which was Ultra. She then asked if we were ready to order and proceeded to rush us through our order. She did not check on us again even after our lukewarm food was delivered to our table. Our daughter had ordered a black bean burger with only lettuce and pickle, it came with cole slaw and an unknown sauce. We had to flag her down to tell her it was wrong and ask her to take it off of the bill. We had to flag her down again for another beer. She brought us the bill, didn't ask if we would like anything else and never came back. Our daughter also said that she witnessed Serena being the only one taking orders, which resulted in her rushing and writing down items incorrectly. A few tables were given someone else's order, which created confusion and problems with the kitchen. We were sitting behind the waitresses serving/ordering station and witnessed our waitress wipe her nose numerous times with her entire hand and wrist and then proceed to serve her customers their drinks. Very unprofessional and inattentive staff. And too many of them too busy goofing off and chatting with each other and friends to do their job. The bathrooms were filthy. And you should NOT be sweeping the floor around customers that are eating! Customer service is non-existent in this BWW location and I urge you to seek somewhere...