Buffalo Wild Wings — Restaurant in Lawrence

Dear Buffalo Wild Wings Management,

I am writing as a loyal customer who has frequented your Lawrence, KS location for several years. My husband and I have consistently enjoyed visiting on Saturdays for lunch, a couple of beers, and the opportunity to watch sports and chat with your hardworking staff. However, I feel compelled to share my growing concerns regarding the current state of this location since the recent change in management.

About nine months ago, a new General Manager, Shawn Coverson, was hired following the dismissal of the previous GM. Since then, we have observed a dramatic decline in both the atmosphere and the quality of service. Many valued employees, whom we looked forward to seeing, have either quit or been fired, with the most recent departure occurring just yesterday. To our knowledge, this marks the sixth or seventh staff member that we personally know of who has left under this GM's tenure. In addition, we have noticed the absence of several other employees with whom we did not interact directly but who are also no longer present. This high turnover, including Assistant General Managers (AGMs), is alarming for an establishment like Buffalo Wild Wings, where consistent service is key to customer loyalty.

In addition to the high turnover, we’ve noticed that the GM seems to be cutting corners by refraining from ordering sufficient food and alcohol, which regularly results in low stock levels. On more than one occasion, he has had to run to local liquor stores to restock, which appears unprofessional and reflects poor management. Furthermore, the GM frequently uses a guest table in the main dining area for his personal workspace, which includes setting up a laptop and other personal items. Whether this is due to a lack of office space or a personal choice, it reflects poorly on the restaurant's image and gives an impression of laziness and disorganization.

Perhaps most concerning is the fact that this GM was placed on leave recently due to a sexual harassment investigation. During his absence, there was a noticeable improvement in the morale of the remaining staff, only for spirits to plummet upon his return. Several female employees have expressed discomfort in his presence, which is troubling in any work environment but especially concerning in a...

I have ate here several times but never did a take out so I tried it tonight and what a joke. First would not take my credit card over the phone so I could have someone else pick up my food order. I have used my credit card at several other BWs all over the country. Second the girl taking the phone order was preoccupied with everything else around her. Ordered wings extra wet two blue cheese and two sauces with cheese curds. When my food was given to me by the person picking it up the order was wrong. They cooked my wings in a rub not sauce. Gave me no blue cheese and no extra sauce and the box was marked extra wet they gave me extra rub. Called back and talked to General Manager Greg he was very condescending and wanted to argue with me. He asked me what I wanted and I told him and he wanted to barter. He asked me again what I wanted and again I told him, again and he wanted to barter. He asked me three times. He could have made this a 5 min conversation but stretched it out about 20 min I do not see how this man is in the position whith the lack of customer service skills he has. After twenty min he gave me what I asked for he could have done it 20 min ago. GREG I want to make sure I spell your name correct since you spelled it to me six times during our conversation. After this ordeal I am not sure I want to eat there anymore in or out. GREG I pulled my credit card statements from the last two months of what I spent at your restaurant by my self and taking clients out to lunch or dinner GREG its $507.69 plus 18% tip to your servers. I hope your 20 min of being the big guy in charge was worth the cost of loosing a $500 plus customer. Something tells me corporate wont like this I am sure they owe a bunch on the new building. GREG hope it...

Had the poorest take-out experience. I called ahead when I arrived and explained that my toddler had fallen asleep in the car, I asked if there was any chance someone would be able to run my food out to me. Tucker, who was working the take-out counter told me no. That's fine, I just thought I'd ask, I understand if they're busy. So I carried my kids inside and it's completely dead, no one in there. Tucker hands me my food and doesn't smile or appear to have any type of basic costumer service skills. I left and when I got back to my car checked to make sure my order was correct and he hadn't put any of the dip, Celery, or carrots in my order. So I called back and Tucker answered the phone again. I told him I didn't get the dip, Celery, or carrots. He doesn't ever apologize, he just says "so did you want to come pick those back up?" I explained to him I can't get my kids back out of the car (I'm also 9 months pregnant) which is very obvious. He says nothing so I just asked if I could be refunded for them and he tells me he can't refund them because they're technically free. So then I say and there's no one available that could just run them out to me? And he reluctantly says he can bring them to me. I stood outside my car to grab them from him and when he handed them to me I told him thank you and he didn't say a single thing to me, he just turn around and walked away. It was just such poor costumer service and truly a lack of caring or taking any type of pride in your work that surprised me. Oh and I had also tipped him ahead of time when I paid for my...