Buffalo Wild Wings 'GO' — Restaurant in Frisco

I sent the below to Buffalo Wild Wings customer service and received no response so I’m posting it here on Google as well.

I ordered a Togo pickup order from this brand new Frisco GO location through the BWW app on Friday 9/23. I ordered 10 boneless wings, 10 traditional wings, cheese curds, fries, and onion rings. First of all, I have a problem with being charged $.99 as a “takeout fee”, as this is a TAKEOUT restaurant. That’s a cost of doing business which I’m paying for in the cost of the food. That left a bad taste in my mouth, but I still ordered because I wanted to try this location and it’s the only BWW in the area. The order said it would be ready at 9:30 and 9:40pm, which was the soonest available time (I forgot to put the cheese curds on the original order so had to order them separately and incur TWO $.99 takeout fees…). My husband arrived at 9:20 on his way home, planning to wait for our food. To his surprise, it was already sitting on the pickup shelves, despite him arriving 10-20 minutes early. The receipt on the bag indicated it had been made at 8:48pm, which was 11 minutes after I placed the order, so it had actually been sitting there for over 30 minutes before he picked it up. Unsurprisingly, the fries, cheese curds, and onion rings were quite cold. The wings were slightly warm, but were clearly old. They were hard and not very good. It seemed like they had been made earlier in the day and then spun in the sauce when we ordered them to heat them up. All in all it was a bad experience and a waste of $40. I’ve eaten at BWW in person over the years a lot, and we always place big orders with our friends every Super Bowl Sunday, but this location was a big disappointment and not a good reflection...

Seems obvious all the 5 star reviews must be by employees or friends of employees..... I was so excited that there was a BWW near me now.. We ordered through Buffalos website for delivery. Our food was delivered almost 2 hours later. I ignored that since it was a friday night. But then our order was not complete. My wife called the store and the gentleman made light of the situation and offered to refund what was missing. She mentioned we paid for extra sauce and he said that those were trivial and could not be refunded.. He mentioned that the missing portion of our order was still there. And did not offer to have it sent to us, just the refund. She explained to me how her conversation went so i called the store... The gentleman now explained to me he was being nice and refunding us, but our issue was with the delivery service... Now he already told my wife they did not give the delivery service the full order. I told him i ordered through the Buffalos website and he kept telling me i was lucky because i could get a refund from the delivery service also.. i kept telling him i wasnt going to do that.. then he dismissed me by saying it was friday and they were busy. The wings were horrible, they had definitley been made hours ahead and warmed up to sauce. As for the rest of the food i have no clue because it was never delivered.. needless to say we had to order dinner from another place... i should have read the reviews before ordering, but figured it was new how bad can they be already. My suggestion to anyone thinking of ordering from this particular location is make the drive to...

First: A big shout out to Jay, the shift manager for managing a very responsive set of staff to those who are coming in. They are busy and I didn't see anyone waiting for placing their orders.

Kitchen: Busy again with 4-5 staff furiously working to churn the orders out!

Location: a much needed addition to this part of Frisco. Love their standard set of offerings. Pl remember this one is a Go location and so wouldn't have everything a full fledged bar version of theirs has!

Ordering: The app and website were on a break today. The phone order was a breeze and the staff (a lady who took the call) was courteous and efficient!

Lastly a very heartwarming gesture - - remember it is a small GO location which has 42 seaters and 14 seater but within this small location, today on Veterans day, a beautiful symbolism to ensure we never forget the fallen and missing! They left a 2 seater vacant with a sign!! Will post the pic...