Wingstop — Restaurant in Comstock Charter Township

I wanted to take a minute after I had been to this location several times since my first encounter where I made the below post. Writing today to update it. Since that day, there has been quite the turnaround at this location. Sometimes it can be a minute waiting for someone to help you at the counter, but for the most part, this place is completely turned things around. The road location has made my last several orders spot on correct and offer several flavors to put on the wings making certain that there’s always something there you will enjoy. And sounds ridiculous, but the ranch is the best in town. One of the gentlemen that always seems to be there is always quick to answer the counter, always treats people with respect and goes out of his way to deliver high-quality service. Pretty sure he also works at a local coffee shop on Westnedge. This guy’s work ethic makes me happy to support the location.

Previous post from several Months back:

I was really excited to experience Wingstop, as I haven’t yet even having lived in Grand Rapids for a period of years. I was excited when one moved down the street from where we were living, but was immediately disappointed by the lack of professional behavior, as well as the lack of urgency that the employees seemed to work with. It was dinner time on a Tuesday evening with a crowded lobby and dining room, full of people waiting to take food out. The Gull Rd location had three employees working, moving at slow speeds with no one showing any form of leadership or care that orders were seemingly piling up I placed an online order and was told with the auto response that it would take 16 to 21 minutes. At the 25 minute mark I asked for my order and was told, “yeah, it’s not ready yet.” I asked about how much longer and was told, “like 30 minutes,” by the young lady who didn’t bother to check the computer, or ask anyone working in the kitchen about the status of the order. I was SO disappointed, I contemplated just going elsewhere for dinner as my hungry kiddo was beginning to complain. I drove across the street to Arby’s and got him food, went and put gas in my car down the road and when I returned I found mostly everyone in the lobby that was there before- were still present. The kitchen had two more employees, which was encouraging to see but, perhaps the most disappointing part was that when I finally did get our food, it was actually kind of cold. I’m really hoping that this place improves because it has not yet lived up to the caliber of quality that is usually associated...

My food was honestly fantastic! Hot & delicious. Here’s the hold up: there has got to be something done about the lack of efficiency, communication about realistic wait times, and helping train the current employees to work with a sense of urgency. I placed an online order and was told it would be ready for pick up at 6:30. It took AN HOUR (7:30) to get my food. I watched four customers that had been waiting before me ask for a refund because they had places to be. Not a single staff member was breaking a sweat to get these orders out faster or even offering a sincere apology OR an explanation. Couple things that could’ve helped in this situation (in case anyone at this establishment cares to read this): 1. Offer a free drink while someone is waiting and apologize. Say something like “I’m so sorry your order is taking longer than anticipated, can I offer you a free drink while you wait?” 2. Communicate with the customer AS YOU TAKE THEIR ORDER (or when they arrive for pick up and ask where their order is). A simple “hello! I just want to give you a heads up that we are trying our best to get all orders out in a timely manner, but we are short staffed and it could be potentially a 30 minute wait before we can get to yours.” Does it suck to have to wait? Sure. But being up front about it is CONSIDERATE and allows the customer an OPTION to be chill and wait or pick something more convenient instead of pacing angrily in your waiting area, huffing and puffing because they have no idea what’s going on. I want to try this establishment again because the food was delicious, but I hesitate because I don’t trust the competency of the staff. Hopefully...

Realizing that this is a new location with new employees, I tend to be a bit more understanding HOWEVER, I have been to this location twice and each time was worse than the last. The first time I waited for 20 minutes, the second, 30 for an order placed online. They're wings folks, not Beef Wellington (I've had shorter wait times for a Wellington). Now, again, I understand that there are issues with a new restaurant with new people but, I'm pretty sure emoloyees standing around for 20-30 minutes at a time is NOT in the company handbook. Wait times could be much better if the employees weren't catching up on daily events while a lobby full of customers wait. Lunch for most people has a time limit so, after the last half hour wait I just had to leave. I was so happy to see a Wingstop near me but, I'm afraid that there isn't enough time in a day to order from them. I know my $20-$30 orders aren't going to put them under but, if this is reflective of how service will be handled, I will frequent establishments that actually value their customers. I would strongly suggest an improvement of hiring practices.The wings were great, once I got them so, my issue isn't with the food,...