Buffalo Wild Wings — Restaurant in Fruitport Charter Township

I sent this to the Buffalo Wild Wings corporate, but never got a response.

To whom it may concern,

My girlfriend and I frequent your restaurant; on average we are in for dinner once a week.  My girlfriend is gluten free, not by choice, but because of a medical decision reached by her and her doctor.  She always gets the baked wings, because she can not eat food that was in the same fryer as breaded food.  I must say that up until yesterday, the restaurant has been rather accommodating.

We came in on 4/20/18 at approximately 6:30 pm with a friend of ours.  We all ordered our food, and my girlfriend ordered her baked gluten free wings.  Since we eat here all the time, we know that it is going to take between 30 to 40 minutes.  Within 10 minutes of ordering mine and my friend's orders come out.  We asked the waitress why all the food didn't come out together, and we were told that it was because the gluten free order had to go in on a separate ticket and that technically special allergen orders are supposed to come out separately.  At this point our options are to have my girlfriend watch us eat until her food comes out, then we get to watch her eat.  Or we could sit and wait for her food to come out, and eat our food cold.  When we pointed this out to the waitress, she just reiterated that she had to put the orders in on separate tickets.

Less than fifteen minutes later, the gluten free wings came out.  That means they were in the oven for a maximum of 25 minutes.  When my girlfriend cut into the first wing it was raw in the inside.  I don't mean slightly underdone, I mean RAW.  We asked the waitress to have the kitchen put them back in the oven, but she told us that they were "temped" before they left the kitchen.  When we showed her the raw wing, we were again told that they were temped before they left the kitchen.  Now my girlfriend is getting upset, and asked for a box.  My girlfriend boxed up the raw wings and decided to sit in the car, because she was so upset that she wasn't being taken seriously; we can finish cooking them at home ourselves.  My friend and I finished eating, and payed the bill (we were not charged for the baked wings).  I asked to speak to the manager, and Todd came out.

I explained to Todd the situation, and suggested that the kitchen does a better job checking the food before it leaves.  I was told that It happens sometimes because it was a special allergen ticket.  I told him that my main complaint isn't that the food come out at different times, but that the chicken was raw.  He also told me that the wings were temped before they left the kitchen.  I told him that we will not be returning, and that we are done with Buffalo Wild Wings, since as a chicken restaurant I expect them to know how to cook chicken.  The manager simply said "Okay".

My motivation for writing this is not to get free stuff, as we actually will not be coming back.  I am also not trying to get the manager Todd or the waitress in trouble.  My only motivation is to let you know that someone needs to receive more training before someone kills one of your customers.

If you have any questions or need further clarification, please don't hesitate to contact me.  Or if you, like your manager and waitress don't care, feel free to delete this email and move on...

I had to write a follow up review, we haven't been to Buffalo Wild Wings on Harvey Street in Muskegon Michigan now for just about a year. My friend and I used to go there just about EVERY, Friday, Saturday and Sunday for meals, where we could have gone to multiple other places, but we had always liked the atmosphere and the food we got there..... Until they hired this bartender that has long black dreads, he is very rude! Doesn't ever want to wait on you, makes you wait for your drinks even when he obviously has seen that your drink has been empty for a long time, doesn't ask you how anything are once you get food. We have even experienced when we sat at tables and not at the bar, if he seen that we were in the restaurant it seemed to take forever for the waiter or waitress to bring our drinks back because of him, the waiter or waitresses just telling us that he has been busy or behind, When we could plainly see that he was standing there looking at his phone and ignoring our drinks for an extended period of time. But he WILL give you evil looks, and talk behind your backs to other waiters and waitresses in the restaurant about you. I know this for a fact, since we have known a couple of the waiters and waitresses there for a long time and they had let us know that they did not want to get into the "middle of anything"? but yes that he did not like us being in there or wanted to wait on us at all. I also know for a fact that we are not the only people that have stopped frequenting this establishment as we have run into the ones that we used to see there a lot at other restaurants around the Muskegon area and we have talked to them and they have confirmed the same things I have written today. My friend and I had tried talking to the management there at the restaurant, even a couple of them at different times only to get "yes we know we have heard that from other people about him... But it's so hard to find help or people that will actually show up for their shift"?! I get that, but when you have someone employed that is actually making people leave the Establishment and go elsewhere isn't that bad for business?? Sorry for this being lengthy, but it has been something I have wanted to share and get off my chest for...

Me and my family went to this establishment only to be greeted with sass by the hostess who made us feel incompetent because we wanted a booth over a table given my father’s back issues. Once we were finally sat our waitress didnt greet us for at least 10 minutes and only brought us waters. When we made our order, it was very simple; a couple of orders of wings, a wrap and some fries and cheese curds. Our waitress never checked on us for over an hour after putting in the order and kept hiding over at the bar doing miscellaneous tasks like carrying around tall towers of glasses but not actually doing anything with them. As someone who has worked in the service industry both in the kitchen and out on the floor this was puzzling as many tables that had arrived prior and after us had gotten their appetizers, refills on drinks, their final meals, and had LEFT at that point. We finally called a manager over who somehow got our server to come by and tried to laugh the situation off with us which made us all much angrier. Sitting for over an hour and not even 1 water refill while she has time to dilly dally at the other end of the restaurant hiding behind her coworkers when I would try to gesture to her or get her eye contact. This was an older woman (mid-40’s probably) with coarse curly hair who will act all sunshine and rainbows but try to manipulate you in front of her boss. It was very aggravating as my mom is a microbiologist and expressed how dangerous serving undercooked or old left out chicken is a safety hazard, my dad who works with POS systems all around the world for large named hotels, and myself who has worked in towney bars to 5 star Michelin restaurants both as a server and in the kitchen. We were not the group to try and bull shit. Once the manager realized this he tried to give us a coupon to come back but as this was our second time experiencing such frustrations at this location, we will not be going back and I would urge all of you to do the same if you’ve made it this far. Save your money and go to Holland’s location where they have way better service and actually care about their patrons.

TLDR: save your money and time and just go to...