Buffalo Wild Wings — Restaurant in Montclair

Don't ever order from this location or any BuffaloWildWings for that matter. I usually don't go out of my way to write negative reviews but the experience we had last night coupled with the fact that every time my wife and I go to a Buffalo Wild Wings place has really made me want to shed some light on what an average experience will be when u go here. First off if you check online for their mission statement, it says 'we do wings and beer' and that's it. Nothing about customer service, not quality control, nope they only care about beer and wings and their service reflects this. I was looking forward to getting some of my favorite flavors and enjoy a good dinner with my family but that was soon shattered when we got to this place. The person behind the desk said it would be only a few minutes and that lasted over an hour and a half, keep in mind we can see a whole section of tables not being used, but I chalked it up to them being understaffed as I know most places are. We changed our minds and decided to order to go. This was at 7pm mind you and when I placed the order it said it would be ready at 8....again I gave them the benefit of the doubt because I could see their online order section was crowded. We leave thinking we will pick it up later. I walk back in at 8:15 and they tell me the order STILL isn't ready, mind you I look around and see alot of the same people waiting when we first got there for their food too. The kid behind the desk looks like he is literally the only one working in the joint so I take a deep breath and for the third time give them the benefit of the doubt. We get the order and head home and that should be the end of it right? Wrong! We open the containers and discover several mistakes that they made including boneless pieces that are nothing but hard, overcooked breading; ranch cups that are literally 1/4 full; what pieces of edible chicken there were had barely any sauce on them; and quite possibly the worse thing being that I paid for a combo meal that was suppose to come with fries and there were none. The other order that also had fries had barely 6 or 7 individual fries as well, not even enough to be considered a small fry by most restaurant standards. Now again, I am not unreasonable. I can forgive busy nights, lack of staff, and having to wait a little longer then usual. But you tell me at the end of all that, I get stuck with nasty, overcooked food...or not giving me the food I ordered and paid for either...I snap. Needless to say I will never take myself or my family to another BWW's and you all can rest assured I will tell everyone I know about my consecutively poor experiences at these establishments because I haven't even gotten into all the other times at this and other locations have let me down similarly. For those corporate types reading this, I don't want a free hand out, I am done with your establishments and no amount of free promos will change the fact that the only consecutive thing you guys serve up is...

Unfortunately this was the first place that I have ever directly spoken to the manager about how awful our service was.

We came in and sat down as a family of 4. We were quickly seated, and noticed that the music was incredibly loud - at the point of having to raise our voice quite a bit to just have a conversation.

We were then asked what drinks we would like, and our waiter was able to get these out quite quickly. This was the only time that our waiter brought us out any refills on our water, something that I would maybe think would be slightly important if your restaurant is named after a spicy dish, generally requiring something to drink.

We then asked for 4 meals and an appetizer.

The Appetizer came out WITH the meals, and did not have the correct sauce on the chicken.

The first meal came out 100% correct

The second meal asked for buffalo chips but I did not come with the cajun seasoning on them. The chicken was room temperature/slightly cold when I recieved it which took me by surprise, and the portion of the chips was quite small, around 8-10 fries. I asked for blue cheese, but I recieved ranch. I asked for buffalo hot - and it was buffalo medium.

The third meal had fries instead of buffalo chips, so we had to ask for them but the chips thankfully came out a full portion and had the cajun seasoning

The fourth meal

The fourth meal requested naked tenders. They were not sauced, even though she had asked for it - and the ceasar salad that was ordered was a house salad with no dressing.

After receiving our order, watching the manager joke and hang out with our waiter who didn't acknowledge our existence the entire time we were there, and having to get up to the other side of the restaurant to ask if someone could give us the bill - we ate our food and decided to leave.

After we had paid our rather large bill (not anyone's fault), I asked if I could just chat with the manager really quickly. I informed him of the problem, and since we had already paid, I just wanted to make sure he knew the problems that we had experienced. He didn't really seem to care that much, and just said that he was "sorry for our experience, and we hope that next time it is better".

This is the first, and hopefully last bad review I ever have to write about a restaurant. I have quite a high threshold for mistakes that occur, even on the waiting staff's end, as I have worked in kitchen's a large portion of my working life, but this was just silly.

Don't go here....

UPDATE: Below it says BWW wants to "make it right" and I should contact them. Well, the link they provided didn't lead anywhere but I found the page they mentioned and filled out their form as requested. Here's what I received:

"Thank you for contacting us at Buffalo Wild Wings.

We appreciate you taking the time to give us your feedback. We are sorry for your disappointment in our new takeout fees. With rising costs, this service fee became an unfortunate necessity for operations.

Thank you for submitting your feedback, and we look forward to serving you soon.

Sincerely,

Buffalo Wild Wings Guest Relations"

Gee, they apparently don't understand the words "make it right." But back to my original complaint:

It seems that Buffalo Wild Wings is going out of its way to alienate it's long time customers. I've been a regular at BWW in the various states I've lived for over 20 years. And for 20 years I've enjoyed the food, often taking work to do while I ate lunch. Sadly, those days are gone.

They've had a variety of "wing Tuesday" specials over the years. Each change brought them more revenue and the customer less "special." Last year they went from BOGO free to BOGO 50%. This seemingly minor change increased the cost per order greatly when measured in dollars rather than percentages. But still, my friends and I liked the server and enjoyed the wings so we kept going. But they were hardly done. They've now instituted a "takeout service fee" to cover some unexplainable thing, because when I asked for specifics about what they are charging the fee for there was no answer forthcoming.

Back in the day if you purchased a new car there was a charge marked ADP. The car dealers had to get rid of the charge when it came out that the initials stood for "Additional Dealer Profit." But BWW has found a way to bring it back. Tell me again BWW, why should I keep...