Buffalo Wild Wings — Restaurant in Detroit

Dear Buffalo Wild Wings Guest Relations Team,

I am writing to express my deep disappointment with the appalling service my daughter and I received at your Downtown Detroit location this past Sunday. As someone who has spent nearly 20 years in the food and beverage industry, I can confidently distinguish between a “busy” restaurant and one suffering from mismanagement, and this experience fell squarely into the latter category.

When we arrived, despite the Lions game being on TV, there were three open tables. The group of seven who walked in just ahead of us was seated immediately, yet my daughter and I were seated by the manager without even the courtesy of having our drink order taken. For 10 minutes, we sat ignored in the middle of the dining floor before I had to flag someone down just to get waters. Meanwhile, other tables were receiving refills and attentive service.

The issues only escalated from there: • A food runner wandered from table to table asking "did you order this? did anyone order this?", even though he had the ticket in hand. This level of disorganization was baffling. • When our order of 20 wings arrived, the blue cheese we requested came without the accompanying veggies. I pointed this out to three separate staff members, yet no one took action. Finally, after locating the manager, she brought us an inadequate two carrot sticks and two celery stalks, with an attitude that conveyed she couldn’t have cared less. • When the bill arrived, I discovered a mandatory 15% gratuity had been added, which explained the complete lack of hospitality. With no incentive to earn a tip, the service was abysmal. When I addressed this with the manager, her condescending attitude and dismissal of my 20 years of F&B experience were infuriating. She informed me I had “no choice” but to pay the gratuity, further cementing the lack of accountability.

This experience was entirely unacceptable. Buffalo Wild Wings is a place I’ve come to associate with enjoying food, family, and football, but this visit has deterred me from considering your establishment in the future. The complete disregard for basic hospitality, coupled with the manager’s unapologetic attitude, reflects poorly on your brand and values.

I hope you will take this feedback seriously and use it as an opportunity to address the issues at this location. Customers should feel valued, not dismissed. I urge you to review staffing, management, and service policies at your Downtown Detroit restaurant to ensure no other guests have to endure a similar experience.

Thank you for your attention to this matter. I look forward to hearing about the steps you will take to resolve...

Sun January 27, 2019 is a day i wont forget. I was downtown Detroit with my 8 year old son enjoying a day at Campus Martius winter blast. We were walking back from there to the parking garage. We have never had Buffalo Wild Wings before so i figured lets try it. So we went in not busy so we sat down. After 15/20 min of sitting a waitress came over said 2 only. I said yes. She came back after 5 or 10 minutes and gave menus. Asked us drinks, both soft drinks 10 min later we get drinks. She leaves again 10/15 min go by she takes order. 20/30 min go by we still waiting on food. Finally 40 min later food gets there and son food wrong and most food of mine cold. I say something about his food wrong they have attitude. Slam down his oranges that he ordered in first place. The attitude the whole experience of waitress and food cold/wrong i barely touched mine. I asked for refill of pop and that took 5/10 min. I get the bill thrown on table and waitress did what she did from start walk away. I asked for box and bag we waited for box never got the bag. I can tell you that was the worst first experience of service and food from a resturant. One of the regular homeless got my food. I tried contacting resturant and hung up on and even did survey nothing there either. Im sickened by this. Customer service and good food i always heard about buffalo wild wings. Well this one i went to was not at all any of that. I am saddened they ruined our first time experience with cold/wrong food and worst...

Had order to go. Asked if all condiments/salsa were included. Ensured included. Once miles away, verified salsa was not included for chips. Called this franchise to have the “boy” argue w/ me saying salsa isn’t included with chips, unless you order at an additional charge. I say “boy” because a man would not speak so rudely & provide the most distasteful customer service I’ve ever experienced in food service. Asked to speak to manager or would call corporate. Put me on hold w/ no manager ever picking up. To contact corporate BWW, what a JOKE! Totally not user friendly to ensure they won’t have to deal w/ it! Shame on you BWW! No wonder staff in franchised restraints have misappropriate behaviors, no communication skills. Not to mention expectations of customer service & class. Would not have cared, wanted just to make aware as we were unable to return, but with the horrific way I was spoke to created a simple …. Would have been nothing to an irate customer that refuses to let it go!!!great location for venues, but doesn’t mean customs will patronize. Teach phone etiquette to staff. It’s not txt customers hear this sarcastic tone not to mention, his nauseating lie that salsa isn’t included!!! STAY AWAY, the “Big D” have too many very nice eatery’s with fabulous professional staff to deal with this!!! To ask these questions below …. After such an inappropriate encounter. What does it matter amount spent? More proof of poor etiquette at not only local...