The Shack Wings & Brews — Restaurant in El Paso

We had a horrible experience this past Sunday. We came in as a party of 16. Immediately we knew our waitress was going to have a hard time as she took over 45 minutes to just bring us our drinks ( which were brought out to us incorrect ). She then took out orders and immediately came back because she got confused and didn’t know what she wrote down. We eventually had to notify the manager that this young lady needed assistance we were clearly too big of a party for her to handle . I was one of the ones in the party who never received her food. They had to place my order again. I mentioned to the young girl who was helping us to just put it in a to go box and she looked at me stunned as she had forgotten yet again to put in my order that I never received. So I went to the shack to eat and I didn’t even get to do that. I finally got my order in my to go box and turns out the fries were missing . That’s when I decided to speak w a manager and all he had to say was “ there was no excuse for that “ and did noting . I still feel like we should have not have been charged for some or that order or at least my order that I never got to eat . We arrived at the restaurant at 3 pm and didn’t leave until 6:30pm. The service was unacceptable. I myself work in customer service so I have patience for things like this but not even the manager did anything to fix the situation. I can’t fully blame the young waitress as she looked to be new but she also didn’t seem to care that the service she was providing was unacceptable . This is very sad as we live to come here but after this, it has really left a bad impression...

I've been to all 3 locations and this review is only based on my experience to this particular location and this 1st experience that just took place. I went with a large party of 11 and were quickly seated which is great. We were going to watch a football game and we liked that the screens were large and all around. The place is spacious and well lit and clean. We overall had a good time because it's usually about your attitude no matter what. Our two downsides of our time and experience was the service and the food. The young lady that attended us seemed very bad at customer service. She would always take too long to come by to service us. From taking our 1st drink orders to food order. This continued throughout the night. We all observed how everyone around us was not having this experience. It got to a point where we had to go to the bar and purchase our own buckets of beer because she was nowhere to be found for an extended period of time. We found her in the restroom hanging out on the phone. Now I never ever give low tips and this time it was our first time ever. Some of us didn't even want to give her even a tip but we're talked into giving her way below any tip. I know some of you will say, well maybe it was crowded and understaffed as an excuse but no it wasn't. Again my review is based on this 1st visit and server experience. Will I return, yes not anytime...

Every time we have come to The Shack the service lacks. However 4/20/24, the service was by far the worst. My family and I will never return. The waitress was ABSOLUTELY HORRIBLE. The hostess couldn't provide enough silverware for our party size. When a drink was spilt at our table we asked the server for a rag and a refill and she didn't bring anything. My husband had to go to the bar and the manager acted like it was an inconvenience to give us something to clean up the mess. The waitress did not bring a refill of the spilt drink and acted as if it was an inconvenience to take the used rags after we cleaned up the mess. The waitress was VERY unprofessional and seemed inconvenienced to have to do her job. The only good thing about the experience was the patio bartender who actually was helpful. We did not tip the waitress, however the bartender who was helpful received a tip instead.

edit to add while we were still packing up the food we did not eat because I just so upset; the hostess tried to sit another party at the...