Wingstop — Restaurant in Hope Mills

I ordered online tonight, and while the food itself was excellent (10/10 in quality), the overall experience left much to be desired due to issues with customer service and management. Here’s a breakdown of my experience:

The Good:

The food was outstanding—everything I ordered was prepared perfectly and tasted amazing. The two male employees working during the rush, particularly the white male with tattoos, handled the situation with remarkable professionalism. They were calm, helpful, and seemed genuinely concerned about customers waiting. Their ability to maintain composure and assist customers during a chaotic time was commendable. The Concerns:

When I arrived, I overheard that people were waiting over an hour for their orders. While my online order was ready about 30 minutes after I arrived, the delay highlighted some operational inefficiencies. I witnessed an employee hang up on a call-in order, which gave the impression that customer service was not a priority. Another employee, a female cook, was overheard making negative comments about DoorDashers while the lobby was full. This was unprofessional and unnecessary, especially given that customers and delivery personnel were visibly frustrated by the wait times. One customer who had ordered a 40-piece wing waited an hour only to discover his ticket had been lost. The lady at the counter didn’t apologize or show any sincerity in addressing the issue, which further demonstrated a lack of accountability and empathy. Suggestions for Improvement: Better Leadership and Management: A manager should be present and actively involved during rush periods to guide the team, address customer concerns, and ensure operations run smoothly. Customer Service Training: Employees should be trained to handle stressful situations with professionalism, especially when interacting with frustrated customers. A simple apology or acknowledgment of delays can go a long way in improving customer satisfaction. Streamline Processes: Implementing a more organized ticketing system or improving communication between staff members could help reduce wait times and prevent lost orders. Focus on Team Dynamics: While some employees shone under pressure, others displayed behaviors that could tarnish the business’s reputation. Consistency in customer service across the team is essential. In summary, while the food was exceptional and some staff members excelled, the overall experience was overshadowed by the lack of management and inconsistent customer service. Addressing these issues will undoubtedly enhance the customer experience and better reflect the quality of the food...

As a food service delivery driver, this Wingstop is the worst place to take deliveries from. If they are not giving your order to another person who delivers for a different company, i.e. DoorDash or Uber eats they are always behind on orders and sit in the back of the kitchen, laughing and playing like no one has orders waiting.

As an example, I went in to get the order that I was supposed to pick up for Uber eats and they gave it to a DoorDash delivery driver without even checking the name on his phone or making sure that he confirmed the pick up. Afterwards when they were supposed to give me my order for the person I was delivering to they called the previous drivers customer’s name And did not realize it until one of the workers explained to him that he gave the wrong order to a different driver. Said person decided to argue with the other worker and explain that he did in fact give the correct order because he checked it. The person who was riding along with me, could see everything from the front seat of the vehicle and watch the whole interaction take place, not knowing what was going on stated that he watched The Wingstop worker just hand the food off without looking at a phone or even the driver that took sad food, checking and verifying food at the counter.

At this point, I believe that if there is a manager on duty at any time, they are not fit for the job as well because no matter the time or the day there are always issues with regular customer orders or for delivery drivers picking up food for their customer. If you don’t know whenever that happens, there is a certain time limit for the driver to take their food to their customer, and if you have to cancel due to these issues, sometimes these issues can cause it to fall back on the driver, not the restaurant.

Not only do you miss out on the money from the delivery, but if there is a tip involved and you drive for Uber eats you miss out on that too because if you have another order at the same time that other customer may take their tip back due to you arriving late for having to wait on the incompetence of the workers inside of...

I normally try to avoid posting negative reviews, however, this location requires one. My daughter and I have been in there twice, trying to be understanding with our first visit because they just opened and having to wait 45 minutes for our food, we decided to try it a second time. Again, another 45 minute wait to only find out that a whole meal was missing. Yes, we should have checked the bag before we left, however, there is nowhere to sit down, and with a lobby full of people standing it makes it hard. We then went back up to get our missing meal, and the one girl up at the register was extremely rude, did not talk to us at all when we let her know, that food was missing. The bag was full of grease from the sauces opening as well as the wings being open, and fries all over the bottom of the bag. While they were cooking, the order that was missed, we asked if we could have new fries because of the other ones being cold , and we were told no. We were then given the missing wings, but had I not questioned my fries that went with the meal, they would not have provided those to me. Our first experience of Wingstop was out on Skibo Road, and it was amazing and got very excited when the one on Hope Mills Road opened, but at this point, we may not be back due to the employees and the extended wait for food. Management definitely needs to re-think how to effectively operate...