Wings and Rings — Restaurant in Kentucky

Had one of the worst experiences I’ve had at a restaurant in years. We were there almost two hours. It took over 15 minutes to get drinks which was brought because of what I assume was a manager. Then we finally had our food order taken. We were then once again stuck waiting for an hour with no interaction from the server beyond one refill which we were lucky to get. Our appetizer came out with the food. Initially we thought everything was right because there was cheese on the wedges but we realized after, it was not the queso we had ordered on it, just hard melted Parmesan. He asked once if we needed anything else and before I could respond he walked off. This was the tipping point for my husband becoming very upset and he told him we wanted boxes and to go home. He got boxes and wandered off again which prompted my husband to see if the host could allow us to pay so we would not have to wait for him for even longer. We had spent all night waiting. We were told he was new however it was more like he walked off the street and picked up an order pad. He seemed terrified to talk to customers. Whoever was responsible for this young man and his training failed him miserably and I blame them more than him. My husband and I always try to be understanding as we have both worked in customer service and know it can be very hard however there was no attempt made by this server to de-escalate a bad experience. Someone needs to shadow this young man and make sure he knows the ways to attend your tables so they forget long wait times. Check on drinks. A little chit chat and banter to lighten the mood. A little attentiveness and a sense of being apologetic to tables could’ve changed this entire experience. “I’m very sorry for the wait time, our kitchen is swamped.” “Let me check on your food. I’m trying to get it as quickly as possible.” Anything. However this young man stayed hidden somewhere most of the time. The table behind us had him as a server as well and their food came out wrong and they had a plate of fries come out when they were practically...

Update as of 3/17/24

We took a hiatus from ordering for a while. Several months to be honest. We placed an order back in December which was perfect. We placed another order today, delivered via Doordash, and it was great. My only reason for 4 stars today is that the wings are always light on sauce. I fully miss the days of heavy sauce on my wings so I can get the flavors I want! That's why I'm not giving a 5 star review. Thanks to management for making the necessary changes that you did to correct the issues I listed below. I think for transparency, I'll leave my original review, but I've increased my score!

Following is the old review from 2022-2023.

As much as I want to rate this place better I can't. If you want to eat here then please go inside to do so. The service and food will be at least tolerable.

Pick up order are were the problems are. We have tried eating here numerous time over the course of several years. Lets say close to 20 times. 15/20 times the order has been incorrect. Most of the times its lacking dressing, queso, drinks, etc.. The final straw was tonight. Estimated wait time was between 30-40 minutes. 55 minutes later we received our food. My children didn't get their lemonade. My wife got a Southwest Chicken Salad, like always, and she requested no Jalapeños like normal. This salad is so spicy no person should ever eat this thing! I'm a chile head and eat carolina reapers and this thing is stupidly hot!

My boneless grilled wings barely have sauce! Everything came in cardboard boxes too which were impossible to eat out off. Plastic might cause more waste but food quality is important!

Management needs to take control and be more involved. We have thrown away our last dollar here and God knows we have spent over $500...

I wish I would have read the reviews before we stopped. Trust the negative reviews for this place, we found them all to be true. We got there and it took someone a few minutes to notice us standing there to come seat us (they were NOT busy, only a small handful of tables had occupants). One of the hosts did apologize for the wait and he was very polite and friendly anytime we encountered him during our time there, and was the only positive part of our experience. Then we sat at our table and our waitress was terrible. We ordered wings and my husband ordered a side of fries. She brought the wings to us but no fries. When my husband asked her about them, she said "your meal doesn't come with them", even though he specifically asked for them when ordering. He said he still wanted them, so she brought out a plate of cold fries without any regard to the mistake. The wings were by far the worst thing we have eaten in a very long time. The sweet barbeque sauce was half heartedly poured in a bowl with the wings, which were hardly covered, and the "heat" of the sauce (I ordered them at the second heat level), which is presumably just buffalo sauce, was in the middle of the bowl, not even mixed in. Personally, I really don't like buffalo sauce, so I wish they would have said that's how they added heat so I knew not to order it that way. It was disgusting. My husband got plain wings and they looked terrible and tasted even worse. Whatever is used for the fry oil is not good, and that's all the wings tasted like. Their pop machine needs to be cleaned, and the Coke tasted as such. Had to ask for the bill from our very inattentive waitress, who didn't bother to ask how our meal was at any point, otherwise I would have voiced my...