Buffalo Wild Wings — Restaurant in Kennesaw

tried to eat here with my fiance and some friends. i say tried because i never actually got any food.

we arrived at 6pm tonight (sunday) - there were maybe 8 tables sat in the entire restaurant. it was pretty dead, so we were seated pretty quickly. the problems started almost immediately.

we sat at our table for nearly 20 minutes without being acknowledged by anybody. finally, a manager came by and asked if anybody had come to greet us yet. we let him know no one has been by and he sent a server over. she greeted us and said she didn't realize she was supposed to serve us??? weird, but okay.

we sat so long that we went ahead and ordered. my fiance tried to order the appetizer sampler and they were out of nachos. he asked if he could sub the nachos for something else, like a side, and she said he couldn't. my friend must have asked her for SWEET tea at least 3x but she kept mishearing him as saying unsweet.

i ordered a buffalo ranch chicken wrap, with no lettuce, extra tomatoes, and potato wedges. the food arrived and my wrap had no lettuce and no tomatoes. it took forever to flag our server back down to get it corrected. she took my tray away and said they'd be remaking it. cool.

meanwhile, my fiance is... not wowed by his very dry mushroom and swiss burger, and equally underwhelming mac and cheese. he ate a few bites of the mac and cheese and a couple of bites of the burger. both looked like they had been sitting in the kitchen for awhile before being brought to the table.

25 minutes pass since i sent my wrap to be remade. i still have no meal. our friends are pretty much finished with theirs. my fiance is over his inedible burger that he's barely picked at, he's now whispering to me that he doesn't like it, it's dry, etc. our server brings me the sauces i asked for, but no food.

at the 30 minute mark, i ask for a manager. 30 minutes on a REMAKE is insane. it's a WRAP for gods sake, with 4 ingredients in it. it shouldn't take more than 5 minutes to put together. the server is huffy as ever and i told her she literally brought me sauce with no food. as I'm asking for the manager, my wrap is on its way to the table. guess what? it's made the exact same way it was the first time. but get this - its smaller than the first one, and they took away my potato wedges!! so somehow, they made it worse!

the manager was at our table while this was happening. i was done by this point. i said i didn't want anything at all anymore and to just comp it. i asked them to comp my fiance's meal too as he only had two bites of the burger and not even half of the mac and cheese. they agree and walk away.

our server comes back and she refused to comp my fiance's meal because it already came out (????). she gave us a ticket for $19+ for this mediocre burger and disgusting mac and cheese. i asked again for the manager because absolutely not. the best part? my fiance subbed his fries for the mac and cheese - they tried to charge him full price for the mac and cheese. a different manager came over and took both meals off the ticket.

so, we were here for almost two hours. luckily, our friends got to eat, but we didn't. the server made a snarky comment about "doing her best" but as someone who used to serve, this was so egregiously bad - if this is her best, she needs to find another job. she had no problem paying attention to her other two tables that were kicking back the alcohol...

definitely won't be...

Had the worst customer service experience at this location. This was my first time visiting and I will not be coming back.

I was trying to use a coupon from my blazin’ rewards account but for some reason it would not pick up my phone number. My waiter was super nice and apologetic about it. When it still wasn’t working he took me to a different register to try and see if it would work. Now, for some reason, their rewards program is outsourced and the stores (apparently) cannot override anything. Basically if for whatever reason their system cannot pick up your phone number to connect to the system, you’re screwed. We tried numerous solutions- delete and redownload the app, double check number, etc but nothing would work. Let me make it clear- I had no issue with my waiter, he was very patient with the whole ordeal. The problem happened when the manager came out. She was hateful and rude right off the bat, blaming me for not putting the right number (I showed her the app where it listed the correct number), accused me of making a new account and that’s why it wouldn’t pick up (I had this account for several years with that phone number attached). I very calmly explained to her that we’ve been trying for the past 15 minutes and if there was anything she could do. She huffed, said no, and then started to berate me in front of her employees. She accused me of belittling her employees, blaming them for this problem, while I stood there dumbfounded. I had never once mentioned a problem with the employees (mind you the aforementioned employees were not even my waiter, they just happened to be standing nearby). In the end we could never get the system to work, and she had a huge smirk on her face and told me to “have a good day” after she tried to publicly shame me. For what? I’m still not sure because I never had a problem with the employees, only the manager. The problem wasn’t that the app wasn’t working at this point, it was the attitude of the manager. I even called back the next day to complain about my poor experience, only to be told she was the manager and owner of that specific franchise and they could do nothing about my awful experience.

If you value customer service, choose...

I came in a few days ago to pick up some wings for my family. I actually came inside the restaurant to order a 40 piece wing meal with two family fries. I waited for my food inside the location. After about thirty minutes or so I asked a female waitress about my order. She said she would check on it, but moments later without word she was back on the floor and I had received no update on my order. About another 15-20 minutes later, I had to pull that same waiter to the side and ask her about my order again because I could not locate the young man that actually checked me out. She finally asked another worker about my order and they were actually getting it ready then. When I checked my order...more than half my order was either warm to the touch or cold. The only thing that was hot was the lemon pepper wings. My mango habenero wings were cold and stuck together as if they had been sitting there for 2 whole days. How did this happen? I ordered at the restaurant and waited patiently on my food and still got cold food. The front staff was not that busy either because the restaurant was not crowded at all. I was highly upset and asked to speak with a manager. Ryan came and communicated with me and corrected my order and ensured my food was hot, which is why I gave a 3 star review instead of a 1 star review. I still received fries that had been redropped instead of freshly cooked, however. Ryan gave me my money back and allowed me to keep the food since it had already been cooked and packed, however, my intention was not to complain and receive free food. My family eats here all the time and if we do decide to eat here again we would prefer outstanding service first time around. There was no reason for me to receive the service I encountered that night and there is no excuse for me receiving warm/cold food either, especially when I was sitting right there. The cooks seemed to be doing their jobs just fine. I saw the food behind the counter ready to be packed. The front staff dropped the ball and may need further training. All in all Ryan stepped in as a manager and corrected the problem...my family and I may give this location...