Buffalo Wild Wings — Restaurant in Monona

And the manager asked "Why are you soooo upset about it"? Oh my God! Read on, BWW and users, and you'll understand the poor displays of customer service that lost this business a longtime, loyal customer. I've been coming to this BWW location for over a decade. Last night, I called to place an order, the lady on the other end of the line said there was a 1 hour wait time for orders. I was surprised because the website noted a 40 minute wait, so I asked if she was sure, and she doubled down by saying the wait time was actually 2 hours. When I said, why is that so - because the website says otherwise - she hung up on me. My wife and I looked at each other like, "what?!" I called again, I asked for her name which she declined to give, stating "I'm a minor and I don't like to give people my name on the phone". What? Most people working at BWW have a name tag, servers' names are often on receipts - if you're employed in customer service jobs providing your name is a run of the mill expectation. I asked for her manager and she refused, saying simply "no", and hung up again. I called back a 3rd time and someone else got me the "manager", a gentleman named W - - -. He didn't seem to believe me at first, but after I recounted exactly what happened he apologized, told me the employee's name was A - - , and said he'll look into it and talk to her. He said he had never known her to behave that way. I told him he need not apologize, because it wasn't his behavior after all that I was calling about, and I didn't place any order for food. This incident bothered me so much, and we live just around the corner, so I went to the location to find out what really happened with the employee, A - - , who answered the phone. I asked my wife, could I somehow have been perceived as rude? My wife, who listened to the conversation because we were ordering on speaker phone, said no, not at all. She was stunned by what happened also, so I'm glad she heard it too. Anyway, at BWW, to my surprise, the manager at the location who came out to speak with me was not the man I spoke to on the phone earlier but a woman who gave her name as K - - - . When I told her about the hang-ups and the refusals and the suspiciously changing wait time, she said - "Did you place an order?" I told hadn't placed the order, that I actually didn't want food but to understand what happened - it had left such a bad taste in my mouth, and I come to BWW all the time. I wanted, still want, to understand why this happened. I gave her the name of the lady who answered the phone, A - - . She said she would go find out what happened, then went back into the kitchen for about 5 minutes, then came out again but didn't offer any information at all. In fact, she seemed to ignore my repeated questions about what happened and simply asked me "Do you want to order?" and finally "Why are you soooo upset?" So an employee at my favorite restaurant hanging up the phone on me twice, being inexplicably and persistently rude to me... I'm supposed feel OK about it and keep dropping my money there like nothing happened? She said "I checked and don't know what happened." I asked her to check the call logs and she said they don't have call logs. WOW!!. It was almost like she didn't want to help and just wanted me and the problem to go away. She took my name and number stating she will call me (this still has not happened, I will update this review if it does). I asked her for her name as well, which she was initially reluctant to provide and finally wrote it on a sticky. BWW Monona - if this is the service you provide to customers, there is something wrong with your business model. If there was a zero star rating, I'd have given the Monona...

Long review alert! I'll start off by saying the food was decent today with the exception of the chipotle bbq wings hardly having flavor, street tacos were good, the Triple burger missing a patty but my husband said it tasted Excellent! Aside from that, the order was ready for pickup when we arrived!

BUT, the employees were extremely rude and seemed to not care anymore. I don't know if they're underpaid, mistreated, undervalued or what. My husband and I sat at the counter to request a part of the online order that was missing, a bottle of wing sauce. We stood there about 7-10 minutes so I found an employee cleaning a table right behind us...smh.

I asked if someone could help us and he said he would once he's done cleaning the table. I said okay and waited, then waited and another 5 or so minutes went by and never saw him again.

By this time I'm contemplating going behind the counter to grab my prepaid wing sauce or go search for help, but decided to not go behind the counter because someone could assume I was stealing the sauce. Mind you, the dining room had one couple sitting in the dark, but the bar had a small crowd watching the game with a Bartender and a couple employees blending in with the crowd. So, it was NOT crowded!

I finally decided to call the store. I let the phone ring and ring hoping somebody would come up front to get the phone BUT no one answered the phone. So, I gave it another couple minutes, scanned the room for an employee then decided to walk back to the kitchen to get help.

When I walked to the kitchen there were employees cooking and one girl with dark hair standing there who looked over at me smiling and seemed to be in another dimension. I asked her if somebody could just give me my bottle of lemon pepper sauce. She shook her head yes and I walked back to the front thinking she'd grab it for me. Big ole nope! I saw her walk to the bar side with food in her hand and completely ignored me.

Just when I was thinking of grabbing my own sauce AGAIN, a young black man came to the front to use the register. I said excuse me 3x and asked if he could pass my sauce and offered to show the receipt. Even though he wasn't up front to help us, he did politely help me and then rung my husband up for a few cookies.

It seemed like a zombie dream in there. The restaurant was clean but the employees seemed spaced out and a customer was the least of their concerns. I hope the owner can turn this location around before it closes down due to poor management and bad customer service. If this is the result of underpaid employees then I hope that changes. Oh, I forgot to add that not one time did I see...

The day started with a trip to Staples for TSA PreCheck screening. After seamless service from Staples, we decided a youthful trip to your standard Buffalo Wild Wings was due. Looking to relive our glory days, we made entry through the threshold into the premises. After a quick situational awareness check, the dining room was nearly empty, and nobody at the front host stand, but were greeted shortly thereafter.

We were seated in a rather dirty booth and handed dirty menus; a dried onion was laid to rest on the seat. A rough timeline of our visit for your viewing below:

00:15 mikes in: we weren’t greeted by a server, and noticed the QR code on the table to order from. We ordered through the website, (one of my absolute pet peeves)

00:17 mikes in: shortly thereafter a server came who was flustered when we disclosed we had already ordered from the phone as instructed on the table. Nonetheless, he said he’d be back with our drinks when they came up.

00:20 mikes in: A visit to the bathroom revealed a poorly kept, filthy bathroom that makes you not help but wonder how the kitchen is maintained.

00:30 mikes in: my tacos arrived. Presentation was acceptable apart from the missing salsa that was noted on the order form viewed from my cellular device. No drinks have yet arrived, not even our waters. Also MIA, napkins and silverware.

00:40 mikes in: after a request for silverware and napkins, napkins have arrived. I slowly ate my tacos, despite having nothing to drink and the other 2 patrons with no food.

00:45 mikes in: We departed the facilities, never to be seen in a Buffalo Wild Wings again. AAR? 1 order of tacos and chips. MIA? 2 orders of 6 piece wings, a salad, fries, a Red Bull Sunrise, 3 waters and a side of salsa.

00:55 mikes in: After a quick debrief, Ancho and Agave was decided on for our next location. We walked in, were seated by a hostess, and served our 13 margaritas and 49 tequila shots with joy to forget our experience at BWW.

To recap: BDubs owes me for 10 margaritas and 45 shots - I will take ownership in 3 margs and 4 shots..

Also not discussed? The tab we were forced to pay for receiving nothing but tacos…

1 star. Worst dining experience I believe I...