Buffalo Wild Wings — Restaurant in Montgomery

Went late the evening of New Year 's Eve. Place about half full. No one greeted me at front desk so after waiting about 5+ minutes I just walked up to the bar where 2 other people were sitting & eating. Took a few minutes to get bartenders attention just to ask where I needed to place a to-go order. By the look on her face, she wasn't to happy about telling me she was the one who would be taking my order. She continued to move dirty glasses over before asking me if I needed a menu. Didn't need menu as I just wanted a plain bacon cheeseburger with potato wedges instead of fries. Which I discovered later is a .70¢ charge. And extra charge for cheese & for bacon... WOW there's a charge for everything. Set out my debit card on top of ticket to paid. Nothing else said. I wanted to add a coke (Pepsi) since I was going to sit at bar & wait. So again I tried for a few minutes to get bartenders attention without just yelling across area. Ask if I could still add a coke to bill since she'd not returned to get my card & run payment. Almost $3.00 for a soda & not even going to be there to ask for refills (assuming that there's not a charge for refills) I know when I've gotten to-go orders and even when eating in Applebee's I'm not charged for my drink. And it doesn't cost $3 +/- dollars for one medium size cup. Never told how long wait would be or updated as I waited. Even at 1st I wasn't sure if she'd put my order in for kitchen. After about 10-15 minutes she came up and informed me that they were out of bacon & she would have to refund me for bacon charge. The whole time she'd not ever gotten my card to run it. I never am comfortable with tipping & I don't know if you're to tip someone for just putting your to-go order in for kitchen. It's not like they had to do any labor, just punch in on computer. But I'd tipped anyway. Figured you can't go wrong if you tip. But since she hadn't ran my card I asked if I just took tip off and she could just keep the over pay as her tip. She thought & then said she'd re-ring ticket and put her tip on ticket at that time. After a bit my burger & fries came out. She showed me food in Box before I left. I reminded her that I'd ordered & paid for potato wedges. She talked to guy from kitchen and he brought out a small to-go box full of hot wedges. They only had 2 to-go ketchup packs and asked if that was enough. Asked if I could get more, so she took bottle and put some in a small to-go condiment container. When I got home and began to eat found my burger to be dry, tough & over cooked. So NOT worth the $15+ I paid to get what I thought would be a better burger than I'd get from a fast food place. Learned that paying more doesn't always mean you're getting a better burger. Should have just gone to the closest Hardees or McDonald's & gotten a complete combo for a 1/4 of the drive, price & time. Won't be getting another burger from here. So to summarize, not greeted, had to get attention to order & wait for a dry hard bacon cheeseburger combo while being charged for things you normally get on a burger and still didn't get what I went for... They need to improve their customer service, have someone assigned to the hostess desk to seat and...

Worst experience ever with BWW. The service at this location was so awful I shouldn’t be able to leave one star. We had a party of 12, I know a large party can be a little intimidating but there’s know excuse where the service should be less. The waiter took our drink order which took about 10 to 15 mins after we sat down. We got our drinks and nurse those drinks about 30mins and then the waiter took everyone’s order. We waited and waited for our food while trying not to drink up our drinks. At some point the manager came and ask “have our order been taking” and we responded “yes” other than that nothing else from him .We didn’t order anything to complex other than chicken wings, fries or wedges, nachos, salads, carrots and celery and etc. We didn’t receive our order until an hour later or longer and there were items missing and wrong, no napkins or silverware and some didn’t even get their order so the waiter had to write down what was missing. Some of our party was able to eat their food while some sat and waited for their order to arrive or either had to wait on silverware to be able to eat their salad. When we did received everything it was cold and not so tasty like everyone knows BWW to be. At this point we was ready to go and no longer wanted to eat the food. By the way, no one received any refills, updates or “you guys ok” “need anything else while you wait”….smh. It even took a long time to receive our checks to the point we had to go inside from the patio to the computer to get our checks and pay. I say all of this to say this, great customer service is a must and it determines if someone likely to return for the service that is being offered. I don’t know what was going on that night and BWW was not extremely busy, had a laid back atmosphere but someone was not on their game, maybe having a bad night, dealing with life or whatever the case may be, the service reflected it. I am still in shock of the customer service we received at this location. It will be a long time for me to visit any BWW in the future, if at all. I hope this review shed some light on on this location and hope it’s not like this any other time but I’m going to look at it like it was a bad...

The ONLY reason I am not giving this location one star is because OCCASIONALLY you will receive the rare combination of decent food and decent service, or at the VERY least consistently decent food even if you get awfully slow service the other 90% of the time.

But lately, I have just been noticing too much inconsistency with my experiences here. The wait staff is taking longer than ever to take your orders, and forget getting any refills; if youre lucky, youll get one glass before your meal comes, and another after you have cleaned your plate.

The food preparation is consistently bad too: most of the time the food will be cold or at the very least lukewarm because it sat forever before the server finally decided to bring it to you, and if it comes to you like this, youre stuck with it because they will take too long getting back to you for you to report the error and even longer to get a replacement... if they decide to make it that is.

Ive also been noticing a trend of purposefully incorrect orders, and whenever I report that this isnt what I ordered, I am given excuses as to why the mistake cannot be corrected even though I have eaten dozens of times with no issue in the past.

At this point, my patience has been worn out; this location will never again receive my business. I will try my luck with the Prattville location going forward, even though I know I will have to waste time and gas getting up there; they have YET to provide me a bad experience... so far. But should they start making the same mistakes that have plagued the Montgomery for too long, I will have no choice but to boycott this chain entirely. I do hope that it doesnt come to that, but I will do...