Buffalo Wild Wings — Restaurant in Danbury

Everything about my latest encounter here was horrific. First my daughter was mistreated during a visit with a friend. She came home so upset; from being seated at a dirty table, being ignored and disrespected. I would like to think this was not racially motivated but quite honestly I cannot be sure. My daughter and her friend are African American and she feels they were treated poorly because of it!!! As her mom when attempting to follow up on this poor service experience I was initially put on hold for 20 minutes only to be told by Taylor (manager on duty) that she could not provide a refund on my daughter's food because the GM (Andrea) told her to wait until an "investigation" was done. This was absurd to me!!! I had to be the one to follow up on the situation after almost a week's time when I didn't hear from Andrea. After finally speaking with her it was extremely off putting and infuriating to see how many excuses she made for this waiter (Brett) as well as her unapologetic approach to the matter. She agreed to process my refund and after several more days I called back to follow up and whatever hostess answered the phone was beyond inappropriate telling me I would have to call back later because they were "busy" and that she wasn't giving me the Manager on duty's name. While expressing how upset I already was with how drawn out this process has been this Hostess hung up on me!! More excuses came from the manager on duty Warren once I spoke with him. All in all this experience was one that inspired me to come to google to ensure others know NOT to spend their money here!!! It's bad enough when you have a few employees who need coaching but to see how the leadership in this restaurant conducts business is beyond unacceptable!!

UPDATE: The regional manager Shonia went above and beyond to ensure I had a phenomenal follow up experience for me and my family. Although it's very unfortunate that it had to result in me needing to broadcast my bad experience, I give tons of credit to Shonia for reaching out and turning the experience around. The service I received on a return visit was remarkable and should be a staple example of what great service looks like....

I used to frequent this restaurant several times a month- I would always request a waitress Hailey who gave amazing service and would always go the extra mile with my family. She built a strong relationship with my family and it seemed like she had a handful of other regulars in line to sit with her every time I would come in. The service became one of the main reasons we would return to this location since the food itself was never too impressive. I guess she left the store and along with her went any quality service. The first time I was back the food order was completely wrong and I simply wrote it off as a mistake and maybe an inexperienced server, I know how stressful serving can be and try to have some empathy. The second time back my waitress may as well have fallen asleep in front of my table and she later did end up nodding off at the computer system putting in orders (the whole thing just felt off) ultimately we had to ask another server if she was alright and the response was less than reassuring that ‘this is just how she is.’ But this third and last time at BWW our waiter took forever reaching my family and the entire interaction lacked any customer service, I felt like more of a bother than anything. I felt like I couldn’t even ask for a refill or napkins as he was either missing majority of the time or dashing by fast trying to avoid any interaction with us. I ultimately had to flag down a young waitress to get some help and she was nothing but helpful even though she had a ton of tables herself. By no means was this the worst experience but more so just my last straw. It’s sad to say that I don’t think I will be returning to this restaurant, the food isn’t that great for the price and it’s no longer worth it since the service has drastically declined. Maybe there is a chance that other servers would deliver better service but after three attempts I no longer wish to waste my money...

I was displayed TERRIBLE customer service from supervisor TAYLOR . I placed a phone order at 5PM, and was told it would take 20 minutes to complete, no problem. I arrived and was waiting for my meal, watching everyone who came after me receive theirs and leave. I notified the desk that I had arrived, and they kept telling me 5 mins. At 6:35PM, ( 1 hour and 35 mins later), BW3 informed me that their system hadn’t processed our order, and that it would take another 10-15 mins to create. No problem.

At 6:45PM, we received our free order ( BW3 apologized and decided to give us our meal for free). But immediately we realized that that wasn’t our order. No problem. I went back to return it because it wasn't right, and called for a supervisor to void the previous transaction so that I could be certain I wasn’t charged for anything. Even after I waited almost 2 hours for takeout, I didn’t say a word. SUPERVISOR TAYLOR came, voided the transaction, and asked me to be respectful to her employees WHEN I HADN’T SAID ANYTHING.

I looked dumbfounded at her, and asked her how I communicated negatively towards her. I had simply called for a supervisor so that she could void a transaction. TAYLOR communicated very negatively towards me, and started berating me in front of other customers and staff, even though her employee stated that I hadn’t said a word to her. TAYLOR said “ the system went down, it’s not her fault, they’re understaffed, they only have 40% of their employees, etc”, which is totally fine. I didn’t care about the wait as much as the disrespect and mocking vulgarity that came out of her mouth.

I am writing this to the Danbury BW3 ownership so that proper action can be obtained regarding this unprofessional supervisor. In addition, I’m contacting the Better Business Bureau and filing a formal complaint so that this doesn’t happen to...