Buffalo Wild Wings — Restaurant in Las Cruces

Hello, humiliated and emberrassed.

I want to share a problem I faced at Buffalo Wild Wings in Las Cruces, NM. Yesterday, around 5:30 pm, my husband and I went there for dinner. We usually order the same thing: 6 wings each, fries, veggies, and some drinks.

However, there was a mix-up with our order. The waiter told us they gave us 10 wings each by accident. She said we'd only pay for the 6 we ordered. As we were eating, the waiter came back and said she needed to take away the extra wings or we'd be charged for them. It was so sudden that she tried to take them as I was eating my 5th. I had only just finished my fourth. I was shocked and humiliated. In the center of everyone, we could see eyes (including the manager) staring at the three of us. I felt so bad I had to excuse myself to the bathroom and cry.

When we went to pay, the waiter seemed nervous. I asked to speak to the manager. MARINA (the person responsible) came by and lied as she claimed she wasn't the manager who told the waiter to humiliate herself and us over some wings. She kept saying that they couldn’t disclose who was responsible (even though her fellow manager confirmed it was her the next day). She continued to blame the waiter and tried to weasel her way out of accepting her actions. Marina pivoted and shifted blame on "miscommunication". She offered free food, but I just wanted a heartfelt apology and accountability from the right person.

After leaving, I spoke to my son. He told me to write about the experience. He called the restaurant and talked to a different manager who was very kind. They agreed to have Marina speak with me and leave it there. I spoke to Marina, the manager responsible when the incident happened. She AGAIN denied being the manager responsible and gave incredibly insincere apologies. It felt like she blamed everyone else and even tried to say it was my fault. I go to Buffalo Wild Wings often and always order the same thing. How is it my fault?

When my son spoke to the other manager, she was understanding and genuine in her approach. She wasn’t even involved. I hoped the problem would be sorted out. But after talking to Marina, I felt even worse. Marina wanted to point the blame at her fellow managers and her direct employee. Making it obvious that she contributes to low job satisfaction in the field. There is a lack of leadership that is apparent. She didn't take responsibility and made it seem like it was my fault. I can’t ignore the blatant condescension and disregard that Marina showed.

I'm writing this, hoping that someone higher up will review Marina's actions and role. If anyone can help escalate my message, I'd be forever thankful. I also have an audio recording and an extensive letter of the interaction and my experience I plan on submitting.

Thank you...

If I could rate this place a zero I would ! I ordered food on the app on August 17 and received confirmation that it would be ready at 6:20 p.m. my husband and I both went to pick up the order and the girl we first had basically told us they did not have the order which was ordered under my husbands name . I showed her proof the order was made and proof of payment and she still said the order was not in their system. I then went inside and talked to the manager Adam Morales and showed him proof again that the order was made and was paid for . Adam mentioned multiple times about a future order and I may have done that as to why it was not showing on there end inside the computer . I repeated myself each time that it was to be ready that same day at 6:20 pm and even showed him the order again which had the date and time . Adam then mentioned seeing the order in his computer but it did not process on his end, I’m not quite sure what that means because he never really explained himself. He then proceeded to tell me that I would have to wait for the order to clear on his end so they could complete the order or I had the option to cancel and get a refund . I responded with taking the refund , Adam then mentioned he could not process the refund due to the fact that the order was not processed on their end of the computer . Again, makes no sense. Adam took down our information to process the “Refund” once it cleared through the computer . We asked for a receipt for some type of proof that it was going to be refunded and he could not provide that for us . He gave us his card and the general managers card whom I have reached out to and still have not heard back from . Today is Thursday the 20th and I decided to call because I have yet to hear from Adam or Leticia. I talked to Adam on the phone again mentioned the refund he said he could not do anything for me unless I brought an actual paper bank statement showing that the money cleared . My bank is all the way in El Paso I’m not sure what the difference is between the app where I can show him faster than having to wait x amount of days for my bank statement for the month of August to be processed. I am very disappointed in the poor choice of management you have chose and the poor customer service I have received . As a person who has worked in customer service and manager at that for 8 years I cannot believe the way he has handles this issue, as a manager I would think he would try to make this situation better instead of making more problems out of this. I would like the owner or someone from corporate to reach out to me! I no longer want to deal with him! This is ridiculous that I have to jump through loops holes that I have to get a refund for food that I...

I would give zero stars if I could. My family and I went to dinner, and we were appalled by not only the service we received but the quality of the food. My toddler spilled her water, and the waiter seemed irritated by the mess. He didn't offer to help clean it up, didnt bring a mop or even a wet floor sign. All of our food came out at separate times. All of the food was cold. The guacamole was brown, and the nachos were rubbery. The burgers were dripping oil to the point where the buns were soggy. The boneless wings didn't have any meat in them; it was only breading. My two older kids were sharing the wing combo, and the waiter brought us two separate combos even though we specifically ordered one for them to share. Luckily, we realized his mistake before they started eating. Otherwise, we would have been charged twice (which we were in the end anyway). We weren't offered any silverware or refills on our sodas. My mother ordered wine and was given an attitude when she questioned the waiter about the amount of wine in the glass. The waiter didn't come to check on us at any time during our meal and when he finally came over he asked if we wanted boxes and my mom who at this point was extremely upset said we had no desire to take any of the food home because of the quality of the meal. When we received the bill, the total wasn't correct, and my mom went to complain, and the other waitresses nearby were laughing and mocking my mom. I have never experienced such childish behavior from wait staff, and it's one of the many reasons why we will never return to this establishment. Don't waste your time (or money) at...