Wingstop — Restaurant in Katy

First things first, after seeing multiple reviews about the same short hispanic fellow I decided to write my own terrible experience. My girlfriend and I decided on a whim to go here, when we walked in we weren't greeted in fact we had to get the attention of this young short hispanic guy. To be fair his we thought it was his lack of english which was causing the confusion in out order but it wasnt. I ordered the buffalo ranch loaded fries with a large drink and she ordered a 8 pc combo buffalo, all flats with a large drink and a ranch. Why the young man repeated our order wrong at least 5 times then this taller black gentleman did the same proving it wasnt a speech problem it was a brain issue. We eventually got to pay and got our large drinks just to find out everything is water. (check the video) We decided to just sit down and not cause a scene with the staff while we waited but as more and more people kept getting drinks I decided to warn them that everything is water which eventually alerted the staff due to people giving their cups back and requesting bottled water and the big jugs of lemonade which the staff gave everyone. After a while they started running low so the people from the back such as the manager and even cooks came to the front to start convincing everyone that its good but even they decided to pour their drinks down the drain. While we sat there letting people know and patiently waiting 30 minutes for a simple order we noticed how they could be purposefully wasting time on our order due to us pointing out the truth. Eventually the little hispanic guy came out to our table and said "hey our manager said its not water in the machine, its ice and it brings out the natural flavor" I put my head down to laugh then raised up, looked him in his eyes and said melted ice is called water and we laughed. He got mad and said "its not a joke im just telling you what my manager said dont freak out" and he reached out for a fist bump, I gave him one but kept laughing. Why are they so worried about us pointing out that their machine is watered down when they could easily fix it if they pop open the machine grab a screwdriver and adjust the syrup level? We'll the sign on the machine says they haven't had ice in 2 weeks, we figured they had a leak in the machine and there's nothing that can be done. What an incompetent store from the manager and employees but to make things worse the tiny hispanic guy brought our food out, with no bag, no tray for dine in but just as boxes with the ranch on top which slid clean off as he was trying to rush over and splashed all over the floor. I got up to help him clean it but the small guy was clearly upset and denied the help, around 30 seconds after the tall black guy who seemed tired of the compact hispanic guy came out with a take out bag and apologized, clearly for that guys action then as the young man came up to give us another ranch my girlfriend asked if we could have another one while me and the tall brotha was putting our food in the bag. The young guy had asked if we would like to buy it or as a replacement and we all looked at him in confusion, the tall brotha said with extreme irritation in his voice "just give them another one, I apologize for that" i told him thank you you have a good night. I would never be going back there nor would I order doordash/under eats from there, I seen countless orders be messed up while waiting for 30 minutes for our food which was okay at best and clearly not freshly hot anymore. The young black gentleman has more potential than working in such a terrible place with those...

This is worst location I've been to. I've tried to support Wingstop at this location 4 different times. I get the same order at Wingstop everywhere I go. I get the 6pc traditional wings combo with LR & LP seasoning. Never had a problem until I got to this location. The first time, no problem. The second time, I called in. They guy was dry and said no. I told him that this location has done it before, he said my manager said we are not allowed to do that. I said no problem and went to another Wingstop and ordered with no problem. I came in one night to order it and the girl who did it for me the first time looked me dead in my face and said they can't put it on the wings but they can put it on the side so I said that'll work. She gave me a look & started speaking to her coworkers in another language. The last time, which is now, I ordered my food since this location is the closest and had someone else pick it up. The first time I called, i was on hold for like almost 5m. I had to call again to place an order. I confirmed with the person over the phone and he read my order back to me. Twice just to be sure since I had problems before. When my food arrived, it only had LP. I called them & let them know that I would bring them back. The guy over the phone said ok, take a picture, bring the wings back untouched and they will correct & throw in 3 extra for the inconvenience. I said ok. Arrived as soon as I got off and explained to the girl. She looked at me kind of suspicious, not a problem - just protocol, but I told her I have pictures and conversations from prior. As I was explaining in detail she walked off to hand over the wings. When she came back I finished what the guy from earlier had told me about the 3 extra and she said "Ummmmmmmm.....no." I said I swear to God. I can explain to you what his voices sounded like. I even asked her to look for a note and check the system. She refused and started servicing someone else. I stood there for a few minutes more, showed her my transaction and she just looked and started helping someone else. I'm officially done with Wingstop since I would be going out of the way for another location. I've tried to support this place too many times and this location just left a bad taste in my mouth to the point where I don't even want to spend my money with the company. Two reasons for this one star: There isn't an option for no stars & there was one employee here who actually taught me how to order this so I wouldn't have any problems in the future but I'm still having problems. I really wish I would've gotten the name of the young man that I spoke with but I'm sure that wouldn't have mattered anyway. If she could've just said we can't do that and that he misinformed me, I would've understood. She could've even gotten the manager to talk with me since she didn't understand but I couldn't tell if a manager was there because they all had on the same uniform of a regular worker. Nor have I ever seen a manager in this establishment to my knowledge unless they were in the back. The way the girl on the night shift handled that solidified how I would deal with Wingstop which...

Horrible customer service and quality. We ordered a 50 pack with an additional corn in 2 flavors. Carryout email said it will be done in 18-23 minutes. We waited an additional 25 minutes on top of that. All while 5 employees were standing around.

The cashier, Carlos, who took the order opened each container supposedly checking if we received everything. He forgot the large fries. We told him, "We should have fries." He said it would be done in 5 minutes. He never put the fries in the bag. The corn was ordered with 2 flavors, but only came in 1. We didn't discover any of this until we got home and unpacked. Unfortunately he just read the receipt rather than actually quality checking the items.

I immediately called the store and asked to speak to the manager. They said he's not here. 2 minutes into the conversation the person said "Let me ask my manager". I go "I thought he was not there?" They said "when you asked me, he was not, but now he is". So I asked to speak to him. The person covered up the receiver and spoke for about a minute to someone in the background and then came back and said "he's busy". They said if I want a refund on the fries I needed to come back with my receipt. I explained I don't live close. I need a refund now. Their resolution... to refund me $4 for the large fries.

I feel that is absolutely unacceptable since I wasted my time and energy trying to chase down my food that was not properly checked by Wingstop staff. Not only were we missing our fries and our corn was wrong...the wings were very dry. Not the quality we are used to.

I will NEVER return to this location again even if it closer than the Spring Green location. The staff is negligent, lazy and do not know anything about follow through or customer service. I was denied to speak to the manager. That shows how much customer service is important in this store. If you have a leader who doesn't care, your staff will mirror that attitude. I hope the Operations Manager takes immediate action and rectifies and properly trains his staff because it seems there is more bad than good at...