Buffalo Wild Wings — Restaurant in Monticello

We go here almost every week. Many years we went multiple times a week. Since Covid, we stopped for a couple months then began doing take-out every other week.

Every. Single. Order I have to have them remake the fries FRESH. I even put on the special instructions “fresh please”. Today I switched it to “fresh, cook last”.

I order by app. Pick up inside to take home. And every single time I check the order there are OLD fries. Last visit the guy was rude. This time the girl wasn’t rude but acted put out. She went to switch our basket of fries (this time we ordered one normally we have two) and came right back claiming “this one just came up”. Uh, no it didn’t. I have ate here for so many years. I know fresh fries. They were not even hot. I think they’re batch making them for to-go orders and putting them under heat lamps.

I waited an extra 7 minutes for the fresh fries and these were not much fresher than the first two. However, now my food is getting cold and I’m just feeling overwhelmed. We pay $4.99 for a basket. Our orders range from $40 to $75 before we tip. And I do tip. Even though it’s to-go. Even though I order by app and no one brings it to my car. I still tip. And yet we are treated like a burden and they act as if I’m just being a “Karen”. No, I just want fresh food. And I picked up well before app indicated it would be ready. So it’s not like it sat there a long time.

When we ate in the restaurant we often sent fries back too because my husband orders xtra crispy traditional wings and the staff said the cooks drop fries and chicken at same time. Which explained a lot. So this is a continual issue. In restaurant no one was upset to make you new fries. Everyone was always great and often agreed they needed replacing. But now that it’s to-go it’s like they act like no one is allowed to have expectations because of Covid. And initially I didn’t complain because I knew we were all feeling our way around but today was the one that broke the proverbial...

Worse experience. Again. So I have to do a review this time as this is getting ridiculous at this location. Last 3 times I've ordered wings to go I've been short wings, and don't realize it til we get home, we have a family of 5 so we order specific number of wings to feed our family, being short is very disappointing and nothing we can do about it once we're home with them. I ordered last night, and due to being short wings the 2 times prior when we ordered I told the young lady who gave me my order I'm going to have to check the wings as I've been short the last 2 times, she was VERY rude, and walked away. I stood there and checked my wings. Sure enough I was short 5 wings in one of the boxes for that flavor! Luckily I decided to quality check myself this time! Obviously they don't quality check. When she came back to counter I told her it's indeed again short wings, and I told her it's been happening every time, I was being nice and just letting her know the ongoing problem, she rudely grabbed the box from me and said " well maybe because we have thousands of wings ordered "! I was speechless. So because your busy, and have alot of orders that jusitifes being short wings a customer orders?! I couldn't believe it. I haven't called the manager yet, but I will today. That's unprofessional and rude and the worse customer service to treat and talk to me like that, when it was something not my fault. And also, the 2 times prior me ordering and being short I've called the manager and it was always resolved by a little portion refund, however is the manager addressing the issue with the cooks and staff of not properly counting, etc.?! I cannot go to this location anymore after being treated by that young lady last night handling the to go...

I'm assuming everyone who has a TV has seen the BWW commercials. The premise is..."Wings, Beer, Sports." If that is indeed the case, then why is it that during the NCAA Basketball Tournament, known as March Madness, that NFL network, hockey, and 4 TVs in the same area are on one game? There are 4 tournament games on at the same time, and only 2 of them are viewable. We bring in a group of 10 guys to eat, drink, and watch basketball, and got nothing but frustrated...and it happens every time! BWW's business model is predicated on catering to customers of a certain demographic...THEN EXECUTE THE BUSINESS MODEL! If the servers and bartenders are busy tending to the customers, then it is up to the managers to make sure things are up to speed. My friends and I have been disappointed so many times at the Monticello location we will no longer waste our precious free time and cash there. Food is hit or miss on quality and freshness. They better be "hit" for the premium prices they charge for the simple menu they offer.

Update…9 years later…wings were fresh and delicious, service was good, but after being coached multiple times once again about the lack of awareness and competence to have the March Madness games accessible on the more than a dozen TVs at their disposal…? I can’t figure it out. People are there for one reason, to eat, drink, and watch those games. Maybe we’ll try again in another 9 years. It’s just not that hard to...