Buffalo Wild Wings — Restaurant in Maryland

Today is 10/13/24, 2:00 pm...I placed an order online at 10:58 this morning for a 12:30 pickup -& the Manager has appeared from the kitchen on three separate occasions:

I arrived at the restaurant at 12:50 pm. There was no one at the takeout desk for more than 10min upon my arrival; I was advised by another customer that the individual was in the back bagging orders; when the worker emerged from the kitchen, she had no bags in hand and advised that the 'kitchen' was preparing orders.

After an additional 10 minutes, I asked for th Manager. Approx: 1:10 the Manager advised that my order was at the front carryout for pickup

Approx: 1:30 I was advised that my order would be ready in 10 min

Approx 1:50, the Manager appeared from the kitchen again and advised that there were multiple orders and they were doing the best that they could-- Yet, multiple other orders were prepared that were submitted by other patrons after my order.

It is now 2:06 pm and I have been here since 5 minutes to one-- while I have requested that the Manager come and speak with us, she still has not returned.

I will write a letter to corporate and anybody else willing to listen as I believe my money should be refunded.

You do not treat customers this way for 50 wings and six chicken wraps for $130

Management, please return my funds.

The key to this type of situation is to resolve issues first. Do not be dismissive of the customer; once the issue has been stated and it is clear that there is an error on behalf of the establishment, do not simply tell the customer just anything to get rid of them;---resolve the issue.

While extenuating circumstances may arise at anytime, why not treat the customer with some courtesy and at least try to expeditiously complete their order. Do not require the customer to remain an hour for items which should have been made available more than an hour prior.

Furthermore, I feel that I should be able to support and conduct business with establishments close to my neighborhood; I should not be made to feel that I should order from another location due to lacking Management and obviously poor customer service.

Whether this is a franchise or private owned entity, Buffalo Wild wings should be quite concerned with this type of deplorable customer service being rendered under their Brand.

Lastly, when the order is already late, why not ensure everything ordered is being delivered --NONE of the side items were...

Myself and guests arrived to the Capitol Heights, Maryland location on 11/6/2025. We were seated at the tables near the bar. We arrived at 9:30pm. At 10:03pm I walked over to the bar area to ask to speak with a manger. I was told by an employee that the manager was not available. The employee then asked what was my issue. I explained that my table sat for over 30 minutes and had not received service. I also stated that I watched the young lady with the head wrap on go behind the bar and make a drink for a gentleman who had walked in long after us. I walked back over to my table and let my party know what transpired between myself and the staff. The time was then 10:11pm and no one has come over to the table. I stopped one of the employees that I am familiar with from previous visits to this location. Jasmine is very kind and was very helpful with having the manager come over to the table. Rob comes over and he offers a generic apology. I did explain to him all of the occurrences that transpired during this visit. I asked him the name of the server with the head wrap that serviced the gentleman that came in after myself and my guests. Rob stated that her name was Katrina (not sure if it is spelled correctly). Rob then took the order of my table. He personally brought over the order. I did let him know that I was going to reach out to corporate about the issue. I believe there should be better training and less of an attitude from the staff. I hope that you can playback video recordings if your store has them. Rob did come over to ask if everything was okay. I then proceeded to share with him that as a consumer we are the ones that help keep the overhead goals met. Rob stated that he had to put out a lot of fires on the evening. It was definitely poor experience. I requested the information of the GM from Rob. Rob stated that he could not provide me with that information but then offered me a dessert. I will seek to find the information of the GM to share my complaint. After a nice nasty back and forth conversation between myself and Rob he then provided me with a business card of the GM. I frequent the Sterling/Dulles BWW and I have never encountered any issues whatsoever. Rob as a store manager should be retrained. It seems that Rob is fearful of the staff as I watched his interactions with...

The customer service here is very horrible everybody needs to be retrained ! When we entered the restaurant literally six employees walked past us and not one greeted us to sit us down one had to walk to the back to get someone who took an extra 7 minutes to come and seat us and mind you it wasn’t even crowded there were literally only people sitting at the bar. When we got seated we weren’t even getting even menus there was a menu on the table but it wasn’t clean it was dirty had barbecue sauce all over it I had to use my own personal sanitizer wipes to clean it. Today they had a deal on wings which was buy 15 you get 30, upon our food arriving my family notice that they were only 20 (we where missing 10 lemon pepper)wings on the tray and we told our waiter the waiter actually stood over our food and counted it herself . As we tried to tell the waiter what wing flavors we were missing she walked away from the table and 10 minutes later brought back flavors of her choice not what we ordered by this time my mom and brother was very upset and wanted to go ,my mom asked the waiter for boxes and then we sat at the table for additional 10 minutes waiting on boxes.After we got our boxes we asked for a bag we sat at the table for 8 minutes and then realize that the waiter wasn’t coming back with bags. My mom then asked two other employees for a bag one waiter told my mom to hold on and went to continue a conversation with another waiter the other waiter told my mom to wait and started to clean tables after another 10 minutes we finally got the bags . Upon the check coming to the table, we noticed our waiter charge us for a drink that we didn’t even order and when we bought it to her attention she literally looked at us like we were stupid and didn’t know what we were talking about. Don’t get me wrong not every Buffalo wild wings are bad but this location in particular is very ghetto and everybody needs to be retrained. Ive been a food manger for 4 years and never seen a place and they never needed a whole new crew the only reason they got money out of me is because I was told their manager wasn’t there to cancel...