Buffalo Wild Wings 'GO' — Restaurant in Fountain

Not trying to be a Karan here but this experience was absolutely mind blowing!

Every aspect of this place is a joke. I ordered, arrived after my order should have been ready, waited an additional 45 min, asked for an update and the kid behind the counter managed to look up from his cell phone just long enough to say "20-25 minutes... I really don't know". I gave it another 20 min before deciding to go elsewhere. I joined the line of about 4-5 other customers requesting a refund when I overheard one of the child employees say: "I really have no idea why we got SO busy... it's weird". To which the customer said "it's BOGO..." and the child employee responded "oooohhhh yeeeeaaahh". So... the employees don't even know when there's a promotion going on? After another 15 minutes or so I was able to request a refund then waited another 15 for the manager to show up. Another employee came up with a form to fill out to request a refund. This was 2 days ago and still no refund, no email, no call/text. I have an image of the refund form, the email, and my bank statement to return with at some point but it's sad that I have to do the leg work for a business that cant handle their workload appropriately. Beyond getting my refund or food, I will not return and will strongly advise no one else goes here. The BWW's location at 2905 Geyser Dr, Colorado Springs, CO 80906 has always been great food, service, and always punctual - even on a promotion day!

The owner/manager should be embarrassed and ashamed of the entire operation. Multiple responses from management on these reviews include "maybe you should try coming in when we don't have a rush"... Maybe you should learn to handle a rush?

What's a harsh review without suggestions for improvement -If you have an employee (or multiple) standing around on their phones when you have a full lobby waiting well over an hour for their orders... fire the employees ON THE SPOT. They're not doing anything so why pay them? Get employees with work ethic. If you can't find that then raise the requirements and pay for the positions to attract higher quality employees.

-Obviously acknowledge that you messed up and take accountability. Management Should have come out to the lobby and announced "We are SO sorry for the wait and we are moving as fast as possible"

-Offer compensation! "Can I get you a drink while you're waiting?", "Because we're unaware of the wait time, would you like a refund so you can move on with your evening and visit us another time?" I understand that's not a great business practice but it's the lesser of 2 evils when compared to, say, a public review such as this.

TLDR: -what I saw was basically a group of teens walking around on their phones who didn't know what they were doing or care about the situation. -long and unclear wait times -lack of work ethic and accountability on all levels -lack of...

We ordered our food at 9 am to be picked up at 2 10 pm. Walking in at 2:05pm, there was no food ready. We were in a hurry and needed to be somewhere within the next 20 minutes. I asked if the food was going to be ready soon, and a young employee said it was going to be another 15 minutes. I told her we were on a time crunch, and she said they are busy and they will get it right out. We sat down and waited. At 2:20 p.m., still no food and 10 minutes to get to our next stop. I stand up and walk over to find out how much longer it will be. The next employee tells me there are two people ahead of me. I explained that we ordered our food at 9 am and was expecting to be able to grab our food and go because our receipt told us it would be ready at 2:10pm. The employee gives me the "I understand your frustration, but..." speech then tells me that it doesn't matter when you order. If someone else orders and it says 2:10, then all the orders are going to wait. This makes no sense whatsoever. Another employee (I believe he was a manager) jumps in and gives me another, "I understand your frustration, but..." speech. I explain my plight again and walk away to wait as I hear this managing employee talking crap to the other employees very audibly after he instructs the crew to knock my order out. After another 5 minutes the young girl employee who was in charge of expediting the orders, walked up and tossed my order on the shelf without calling who's order it was like she did for all the orders expedited before mine.

I understand that it gets busy. I understand retail is hard. I also understand that when you give out service, that is shoddy and rude. Business goes away. I would not recommend this place to my worst enemy. It was the first time we tried this place and will be the last. Would not recommend.

Follow up: We got to our destination (late). The food was sub-par. The wings were 𝒐𝒌𝒂𝒚. The fries were hard, cold, and plain gross. Reading through the reviews of this particular location justifies my review. It's just terrible. I also did what the reply to my original review asked me to do by filling out the review form at the BWW website and requested for someone to call me. Never heard a word from anyone. So, the reply to these bad reviews...

Update In Responses to the Owner. First of all nobody gave me paperwork to fill out and second they told me only an owner can give a refund and would contact me. Since I have not been contacted as of yet (except for this snide response you just gave) it’s been nearly 2 weeks I went ahead and called corporate! They will be issuing my refund! I know you don’t run the banks but you also don’t know how to run a business or do PR so good luck with that! !!! …………* Did a preorder online the day before I wanted my pick up for 3:30 pm. I got there at 3:30pm and the store was so packed with people I could barely walk in the door. My name was not on the board for ready or cooking, so I waited about 10 mins still nothing on board. I stood outside and called the store a man told me my order was behind even tho I placed it the day before! I asked how long it would be he said another 30 minutes before they even started cooking! So I asked to cancel the order and be refunded. The man told me the order would be cancelled and I would not be charged. The charge was pending on my card this was on a Saturday so come Tuesday my card was charged! I called Tuesday to speak with a manager who told me she was not able to give me a refund only the owner could do that. She couldn’t even find my order even tho I gave her the confirmation from the website. She said the owner would call me within two days about the refund. Here it is a week later and nothing! Since the owner likes to come on here and reply with excuses that children run his business and that’s why they have issues. Let me say children work at chick F-la across. The parking lot and they are on point! Why because of good management and ownership! Maybe you need business management training but an owner only giving a refund is ridiculous. Word of mouth goes quickly around this area for residents and Military so if you want your business to thrive I suggest you quickly hire better management and do right by customers in giving their refunds and good customer service. I guess to get my refund of $50 I need to contact someone higher. Will not be using this...