Buffalo Wild Wings — Restaurant in Fort Gratiot Charter Township

My family and I visited BWW yesterday for the first, and likely last, time. I can't believe the caliber of manager they have running this location. TL:DR manager told server to charge us double for an item without checking with us after we specifically asked the price, then sighed, rolled his eyes and got mad when we questioned the charge.

When ordering, 2 of us asked if we could substitute Mac & cheese with our burger. The server stated that we definitely could, but it would be a $2-3 charge for the upgrade. Since the menu showed an independent side of Mac being $5, we completely expected this fee and we both chose to pay the extra.

Our meal came extremely fast. The burgers were very good. We both felt the Mac & cheese was a quite small portion and not all that tasty--like it came from a box/mix. Expected from a chain, but VERY not worth $5. But I digress, this overall wasn't an issue and not something I'd mention, but then the following happened.

When the server brought our bill we noticed we had been charged $5 each for the mac. I asked her about this, reminding her that she had quoted much lower. She stated that she had asked a manager and they don't offer side upgrades, so we have to pay full price. I asked why she didn't come ask us if we still wanted to ahead with the charge, she said 'that's just how we do it here'. I pointed out that if I'm paying full price for my meal that comes with a side AND full price for a second side, I should have been given the original side as well. She didn't understand this but after a bit of conversation asked if I wanted the fries to go. I said sure and asked for the manager.

When the manager approached I explained that the server had told us the charge would be $2-3 and that we would have rather her come out to ask us if the difference was ok, as we would have turned it down knowing it was $5. Chris (he said he was the Restaurant Manager, as I asked if I could speak to someone senior to him after this exchange) responded that the server was new and this is how 'things are done' there, she just didn't know. No apology or offer to fix anything. I argued a bit that it doesn't make sense to not check with the customer before charging them nearly double for something they specifically asked about, and that we should have the received the Mac as an extra side since we were charged the full amount. His exact words in response were 'well what do you want me to do about it?' (and not in a kind, customer service, 'I actually want to fix it' voice. He was very irritated from the second he walked up to the table and it showed). I told him I'd like him to practice good customer service and charge me what they said they were going to charge, and that in 25 years in the industry I've never seen such horrible treatment of customers from a restaurant manager, and that I'd be reaching out to corporate about our visit. He snapped back 'what, so you want me to take it off the bill?'. Being very irritated myself at this point I just said yes. (but truly had he offered a simple 'so sorry, let me change that to $3 each', we would have walked away satisfied and ready to return. In fact, before getting the bill we were discussing what we'd order when we returned, as prices were actually quite good for our Canadian exchange rate). Chris, bless his heart, gave a quick sigh, rolled his eyes, and stormed away without a word.

We packed up the baby to leave at this point. Chris returned with our fries packaged to go, and with a noticeable change of tone, offered a couple cookies and brownies to go. I told him I was blown away at this experience, that I'd never return, and that I'd be contacting corporate to share my experience with him.

How should it have been handled? With a simple 'oh gosh, I'm sorry, we actually don't do that here but I'll take $2 off each Mac this time since your server was in error.' THAT'S customer service. Why is a restaurant manager's first inclination to blame his server's lack of training and roll his eyes at a $2...

Worst experience ever had with any restaurant and management!

1st they gave me a set of incorrect wings (lucky was caught before we left the building) but it was a fight with them to get the correct wings then they blamed it on us for the online take out ticket.

2nd when we got home (45 minutes away) we opened on of the set of wings that was marked 10 on the box only have 6 🤷‍♂️ 2 mistakes I called the restaurant where the real problem began!

3rd in calling the restaurant to see if they could fix the order they said they would give us 4 of the wings that were missing but I would have to drive 45 minutes back to the restaurant to get them. REALLY!! Only going to give us the 4 that were missing!?! So I get back up there get the 4 then drive back home to eat my now ice cold other 6 wings! The girl on the phone then asked if I wanted to speak with a manager and I said yes! The manager Chris was rude and sarcastic and arrogant!!! Never in my life have I had and issue that the manager has blame the customer!! He said that if I caught the first issue before we left the store why didn’t I see the other one?!? REALLY!!!! I asked him so now I not only have to check to make sure I have the correct items but I have to open EVERY SINGLE CONTAINER AND COUNT TO MAKE SURE I HAVE THE CORRECT AMOUNT!?!? His reply was yes I do and that since I live so far from the restaurant that I shouldn’t have waited and that his kitchen manager had did the order and everything was correct!! Never in my years have I EVER had a manager tell me that I had to check everything before I leave it isn’t my responsibility to make sure that they are doing their jobs correctly that is...

Me and my family came in to eat on a Monday. The food was good and all of us enjoyed our wings and drinks. And I was looking forward to the all you can eat so that is what I ordered. To start of the waitress gave me the nastiest look I have ever received from a food service employee. She never explained the rules of the all you can eat to me and at the time it wasn’t even a thought that occurred to me. My family finished their food and I was still ordering more wings and fries. Our waitress would never come by and fill our drinks that had been empty for 10 plus minutes even while the restaurant was not very busy at the time and she would wait 10-15 minutes after I was done with my wings to ask if I would like more. The main issue was with her snarky remarks as my mother took literally one fry from my plate since she finished her food 30 minutes prior. Our waitress Hannah told my mom that she was going to pretend like she didn’t see that and she proceeded to try and scold her for taking a singular fry. I cannot believe she even had the audacity to scold my mother for a fry as she was taking forever to get us anything and not to mention she stared at us from behind the drink station the entire dinner. I then asked for more wings and fry’s and she again made a snarky comment about me asking for more fries. Hannah needs to get a reality check because we were respectful of her the entire dinner and not once did we complain about her bad service until she decided to be so rude to us about a single fry when she never specified what the all you can eat rules were. She was the rudest waitress I...