Buffalo Wild Wings — Restaurant in Lebanon

I don't usually give one star reviews, but this place didn't even earn that tonight. The food and the service were both lousy, at best. There were 3 of us, and none of us ordered anything complicated. The food came out at completely separate times, with the Buffalo chicken sandwich coming out 3-4 minutes ahead of the street tacos, then at least 15 minutes and probably closer to 20 minutes elapsed. And once it did come out, it was terrible. It had obviously been sitting in the kitchen for a while. The boneless wings were room temp, the mozzarella sticks had been there long enough that the cheese was solid like it was straight out of a refrigerator and again, room temp. The nachos were cold and soggy, and the onion rings were luke warm. Our server never came back to check on any of the food, and 10 minutes after dropping off the sampler, we finally managed to get her attention to get refills on the other 2 peoples drinks that were empty and let her know about the sampler. Her first response was to get somewhat defensive and say "I took it straight from the cook." They'd had it sitting there and picked it back up if she did. She then said she could have them remake it. I told her no, it took so long the first time and to take it off the bill, at which point she said she had to take it to do that. Whatever, wasn't really worth eating any way. She did ask if we wanted to talk to the manager, and he had more excuses as to why it happened such as they were slammed, and it's a new cook. Service and quality have been going downhill for quite a while at this location, with those at the same table getting their food at random times seemingly becoming their normal. We tried it again tonight after a previous subpar experience thinking it was just an officer night, but it seems subpar is not only their new normal, but something they're...

Ugh ... where to start. Took forever for someone to come to the table to get us anything and that's only because the manager noticed no one was serving us. Then a waitress quickly came over and took the entire order (always a risk when ordering appetizers). After a long wait we got drinks, but no straws (i finally just got up and got them myself) ... Then nothing. Finally flagged our "Guest Experience Captain" down and asked if she could find our appetizer (you know, the party that comes before the meal). The fried pickles arrives shortly after that followed quickly by, yep you guessed it ... our dinner! My wife mentioned, as soon as she got her salad, that none of us had silverware. Our waitress assured us that she'd get some right away. When I noticed that she was getting drinks for another table I had it. For the first time in my life I got up and went hunting for the manager. He had been standing near the kitchen. When I got there he wasn't there, but you could see right into the staging area. There they were, nicely rolled silverware packs. I walked in and helped myself. Bad news ... they were dessert spoons. So I went back ... this time the manager sees me, I tell him why I'm in his kitchen ... We need utensils. He finally goes and gets some himself. At this point you're surely thinking that the management would do something, free appetizer, etc., nope! Nothing! Not a visit from the manager, no apology, nothing that shows they care at all. So after waiting about 15 minutes we flag the waitress down and have to ask for the bill. Finally ... The manager comes to tell me that they took 15% off the bill ... woohoo, I got paid less than minimum wage for self...

Subject: A Disappointing End to an Otherwise Excellent Visit at Your Lebanon, OH location

To Whom It May Concern:

I am writing to provide feedback on my recent visit to your establishment at 1248 Columbus Avenue.

I wish to begin by commending most of your team. The food was fantastic, my bartender was attentive and friendly, and the general atmosphere created by the staff was very welcoming. Based on these elements alone, it should have been a perfect visit.

Unfortunately, the entire experience was soured by a single, disappointing interaction with an employee named Chris. As the evening wound down, I politely asked him if he could change one of the many televisions to the Yankees game. He assured me it was "no problem," picked up a tablet, and walked away. He never returned, nor was the channel ever changed.

For the remainder of my time there, I was one of only two or three customers in the restaurant. Chris did not appear to be occupied with customer-facing tasks; rather, I observed him socializing at length with other staff members.

The core appeal of Buffalo Wild Wings is the ability to enjoy a meal while watching a game. To spend over $60 and have such a simple, fundamental request be so casually dismissed is incredibly frustrating. This one employee’s lack of follow-through completely negated the great work of the rest of your team.

I came in hoping to disprove some of the mixed reviews I’d heard about this location. Regrettably, my experience now lends them credence. An experience like this makes me hesitant to return and leads me to question the consistency of service standards across your franchise locations.

Thank you for your attention to...