Buffalo Wild Wings — Restaurant in Maryland

Been coming here on average 1-2 times a month since April 2016 when I started working in this area. I always place my order online, usually 10-30 minutes later than the soonest time available, but several times I have placed my order 60 and 70 minutes ahead of time-- aside from once so far in all of my visits my food has NEVER BEEN READY on time. Usually at least 5 minutes after the time it was supposed to be ready are they bringing it out of the kitchen. Doesn't matter if it's slow and only a few people are there... they're always running behind. Sat at the bar once on a Sunday at 11 AM and there were maybe 5 other customers that were in the whole restaurant-- took about 35 minutes for me and a friend to get our boneless wings and fries.

Today was just another day like the rest. Order was supposed to be ready at 12:10, and in recent, typical fashion I showed up 3 minutes later, knowing my order likely wasn't ready. Guess what.... yeah, no surprise-- it wasn't ready. The girl at the register went to the kitchen and came back to tell me it'll be out in just a second. She took my payment along with my "lunch club" card, which was now due for a $5-off lunch order, and I told her I'd like to add a drink to the order. She said she'd have to process it separately, and had to get someone to over-ride the amount due for the lunch club rewards program. No one came out for the over-ride for about 4 minutes, while more people came to pickup and place orders. Another 7 minutes later a bag came out from the kitchen and was dropped on the table by the girl at the register. She continued to help new customers as the food sat there, and I began to wonder if that was or wasn't my food, as a few more minutes passed. Another bag arrived from the back, and as the girl at the register cleared the last person from the line she went to that bag first and handed it to someone that arrived several minutes after me to pickup their order (which she mentioned hers wasn't ready on time either). She then went into the other bag of food that showed up a few minutes prior. It was mine. Just sitting there. Waiting. She politely asked me what I wanted to drink, rang me up, and took a few more minutes to get it for me. At some point sooner, I think she should have asked for someone to help her by at least getting my drink for her since I had already been there for as long as I had. As usual, no apology for the wait, no "thank you for being so patient"... just a typical "OK, here you go.".

I spent 16 minutes here today, between the time I walked up to pick up my order that should have been ready 3 minutes prior, and the time I left. A lot of us working on base only have 30 minute lunches, so as usual, I was late getting back after my lengthy wait at BWW. Nowhere else around the area that I go to for lunch carry-out seems to have this problem. To make things worse, though, I get back to work after rushing to be as late as possible only to find my fries did not have the cajun seasoning I ordered on them, which is on the ticket that was in my bag.

If it's one thing that BWW isn't doing right it's training. That is evident from each of my visits. Customer satisfaction, at least from what I've seen, has not been a top priority here. There have been fairly unfriendly people tending the register at the pickup, no one seems to know about the "lunch club" cards when I go to get my next punch in mine, no one seems to know where the punch is, no one seems to know where to get me a new card the 3 times I've been ready for a new one. I have never gotten an apology for my food being late, have never been thanked for waiting.... it's not very good customer service. And as soon as you walk in, 7/10 the entrance smells like it was mopped with filthy, stagnant mop water. It's gross.

I keep coming back because the food is decent, and it's the only place where I can get spicy enough chicken wings within a reasonable distance. I only hope that management at this location sees this review and acts upon it-- there are a lot of things that this location...

EDIT: 1MAR2020 Nothing has changed. Sign said "seat yourself" and we waited about 10 minutes for service with only one other table in the restaurant.

The music seemed to be malfunctioning in a way that almost seemed as if someone was turning the volume from 3 to 11 and back and forth.

Took painfully long to get our food and when it did arrive, it was (as expected) barely luke warm (cold by the end of the meal). Shamber, our waitress, was pleasant which is a shame because the experience was still so terrible.

The long wait and cold food has become a running joke at work (and seemingly, this review board) and it sucks that nothing has changed.

With so many reports of the same thing (cold food, long waits, slow service) I can only assume that this is more a reflection on management/owner than it is the staff.

Would give zero stars if able. Don't plan on returning. I guess I've learned my lesson.

P.S. If you decide to go, if your poor experience is not the fault of the server, tip like it isn't their fault. No one deserves to be undertipped because the back of the house is mismanaged

Edit: sometime in November I have been to this location on several occasions hoping my repeated poor experience was a matter of staff.

It was not.

My last outing was during lunch. We had a party of 9 and we were quite literally the only customers there with the exception of a group of 2 and one solo table.

Our first entrees came almost 40 minutes after ordering, this served 5 of our guests, two of which were handed the wrong meals.

No one could describe their food as hot and.

Another round came almost 12 minutes later that served 3 of our guests. Again Luke warm food. At this point we realized that another guest had the wrong food and elected to keep the items vice waiting longer. Our final guest received his food about 4 minutes later (just shy of an hour after ordering). He asked for bone in wings "extra crispy". They were not. They were however the same Luke warm temperatures as the rest of the items. (Most orders that had fries were warm (but not hot)

Two people had issues with checks, and while this was promptly resolved, it spoke to the consistency of the outing.

BWW in my opinion has some of the best wings available. This location, however, is far and away the worst BWW I have been to (across 3 states, all with several...

Super slow and extremely dirty restaurant. We walked in to a sign that said, "Seat yourself." No employee was there to greet us. We walked into the large restaurant area, and almost every table was stacked with dirty plates and trash! Looked like those tables hadn't been bussed for hours. We managed to find a booth that was clear, but as we sat down we realized the booth and table was still sticky and had grease spots on it. Since there was no better option, we stayed with the dirty table. We were greeted by our server and handed menu's. Then ordered an appetizer and round of drinks. The fried pickles came out pretty quickly, but our drinks didn't come. Our food was brought out 39min after we ordered!! Which for a fast food type place is NOT normal. We then had to flag down our server to ask for our drinks, and then we finally got them a few minutes later. The food was not great, I can name plenty of other chains where the food comes out faster and much better. We had to wave down our server again afyer we finished all our food to order a 2nd round of drinks. She never came by to check on us. After we finished our food, we stayed an hour to chat and finish our drinks. We ordered a cheesecake dessert, too. Waited.... multiple employees walked by, no one did or said anything about our empty glasses, no one picked up our empty plates that were clearly in our way, no one bussed a single other table in the entire restaurant. They almost avoided eye contact as if to get out of having to serve us. Eventually, we got up and walked to our server to ask for the check (which did not even have the cheesecake on it). Waited again.... Server walked by multiple times, avoiding eye contact. I had to step out in front of her as she came by to almost shove my card in her face to pay. I left a 12% tip which honestly should have been 0. This was a horrible experience. The 4 of us still laugh about how unattentive the service was and how disgusting the table was. There was barely anyone in the restaurant and plenty of staff working, so...