Buffalo Wild Wings — Restaurant in Forsyth

EDIT: I posted as directed in the response on the website. They directed me to the third party app. To be clear, this was an issue with the restaurant. The food handlers cannot check orders and the workers and manager did not do their job. This is a complete failure on BWW part and a reflection of their stance on customer service. Awful.

I ordered a delivery through Uber eats. Mind you this is a $15 delivery fee. We have ordered approximately 12 orders over the last few months. Almost every single order has been incorrect since embarking upon using this delivery service. Unfortunately most of the time it is things that are critical to the continuity and quality of the order including ranch for wings as well as sauce for sandwiches. Today I ordered a smashed hatch chili burger and wedges which was correct. This was for my wife. My portion of the order, however, was completely incorrect. I ordered six original Buffalo wings which were not sauced at all but had a dry powder on them. I had a southern chicken sandwich which had slaw on it which was to be without slaw, I was missing a sauce and the ranch for the wings as well as the sauce for the sandwich which I ordered additionally, and the cheese curds were completely omitted. Because of the repetition of this type of error I decided to call the store. The person who answered the phone was very pleasant and explained that she wanted to know what the call was about which I did explain. I was on hold for 21 minutes and 12 seconds before the on duty manager, Angel, answered the phone. She was incredibly curt, rude, and short with me for bo apparent reason. She did not offer any apologies or solutions to the problem. She plainly stated, after I had explained to her it was completely unacceptable that I had to wait that length of time on hold in addition to the errors that had been made, that she was unclear what I wanted to have done. I explained to her that I did not want a meal replacement and I did not want a credit. I simply wanted them to work on correcting their process. She stated that was not in her job description. She stated that she cannot check all of the orders and there are cashiers for that. It’s my understanding that as a manager her job is to manage the other employees and make sure that they are completing their jobs. This is completely unacceptable and unfortunately is the culture that has started in this restaurant. I understand this is a difficult time and people are very short staffed, but this is not a reason not to do the basic tasks associated with your position. This is completely unacceptable. We spend approximately $2-300 per month at this restaurant. I’ve never had such complete disregard for customer satisfaction as what I experienced with...

Friday nights at Buffalo Wild Wings... it's become a bit of a tradition. Maybe it's because our friend, Amber, slinging drinks behind the bar, or perhaps it's just the only place in town open late with a menu that can handle our rowdy crew. On Friday night, we rolled in around 9 PM, hoping to snag a spot near the bar, but, unfortunately, were ushered to the front even though we called ahead.

We ordered our drinks, settled in, and then... the wait. 45 minutes passed before we saw our waitress. Turns out, her shift was ending, and she was rushing to get our order in for the next poor soul. It's understandable, but we felt a bit abandoned. We had to flag down another waitress and she admitted "well, I guess since I’m the only waitress here, I am now your waitress”. This was after I asked her if she was our waitress. She did not acknowledge us for the remainder of our time there. Frustrating, right? We even resorted to sneaking back to the bar to bug Amber for refills and vent about the service.

Around 10:40 PM, I finally tried to talk to the manager and was met with zero acknowledgment. I was a bit taken aback when he didn't even make eye contact while I was explaining our experience. 20 minutes later we finally got our food.

But, here's where the story takes a turn. Amidst the service struggles, two shining stars emerged!! Amber and Phoenix. We’ve seen Amber work the service industry like the back of her hand and can tell that she simply has a knack for working in this setting. She's the kind of pro who knows the menu inside and out and never writes down orders. She sincerely remembers the order whether it’s a 4 top or a 14 top and is always ready to help out. Then there's Phoenix, the young cashier. That kid is a force of nature! He's got this energy that's infectious. He’ll have you in stitches one minute and scrambling to keep up the next. Honestly, he's a fantastic, genuine, hardworking kid, and he's a big part of why I keep coming back.

So, despite the initial service setbacks, this review gets five stars. Why? Because of Amber and Phoenix. They turned a potentially frustrating night into something memorable. And yeah, the food was pretty good too, though I was probably starving by the time it arrived. Either way, I do recommend this BWW. They might have some kinks to work out, but those two make it worth it. Cheers to Amber...

Updating to reply to Owners response to my review. There is no where on the bottom of your page on the website to fill out a form. There is no category that says Orders and Visits. I notice this is your same reply to many unsatisfied customers who left bad reviews. You are avoiding trying to make things right and compensating your customers. I'm afraid your Forsyth location is loosing alot of business.

We are from out of state. We should have read the reviews before coming. By the looks at all the other reviews for several months it looks as though nothing has changed and no one bothers to do anything about it. We came in this evening and we stood for 15 minutes waiting to be seated, two waitresses saw us several times but never came to us, so we seated ourselves. Then we waited again, the two waitresses still knew we were there. Never came to the table. My husband got up and asked could we be served and could we have some menus. Another 15 minutes goes by, no one ever came to our table. So, we got up and walked right out. We walked right next door to Crab Leg. Thank you for giving us an excellent dining experience with them. Because of you ignoring us, we were welcomed immediately by them. We walked right in, and were seated immediately and served. You better step up your game or you will be closing your doors, or replace all management immediately with someone who knows what...