Buffalo Wild Wings — Restaurant in New Castle

Edit: @reply I already did that and they haven’t made anything right. I was told I cannot get my money back. Thus the general managers boss supposedly reaching out. Which they haven’t.

Original: Had the worst experience I think I’ve ever had at any restaurant. We walked in at like 8:45pm maybe a little after just know before 9. Over heard only one waiter which cool fine. We re patient. Took a while before getting drinks. Cool fine again patient. Ordered finally after 9pm. We’re waiting waiting it’s now 9:30 nothing. Waitress has gone to the table there before us a few times. The table after us. Which were her friends. Ignored us. Finally my dad gets a refill on his drink. He asks what’s taking so long because still nothing and it’s closer to 9:45. She says only one cook and rudely walks away. We had no communication. Only knew she was the only waitress because my nephew heard her tell the table before us. Finally get food after 10pm. Three of the five people in our two check party got unlimited wings. It’s not our waitress to bring out our food. Someone else. Finally a few mins later the table after us, our waitress friends who ordered maybe 20 mins ago — she brings their food out. Then come check on us, So they instantly asked to out in a refil since the first food took so long. She took it. For taking an hour you’d expect your food to be hot, right? Nope my brisket tacos were barely warm. Cool whatever so hungry ate them. Turns out she went back and made their food and made sure they had great service. At first we were alittle annoyed by the wait but the biggest issue is we had no communication in the beginning. So they get their second order the first refil around 10:30. At this point my bf says no more because he’s over being there and doesn’t get more. Two other parties ask for another. She assumed no more puts them in gives us our check cool fine we were done. The other check with our party wasn’t. So finally get the second refil 10:45. My bf asks for a discount since he got one refil because of the poor service. She gives an attitude. Then my dad asks for a third refil at 10:50 cu she was avoiding us and yells saying you guys said you were done. I said no maam he did. The other person in my ticket. No the the other. She gets mean and stomps off. Finally everyone is done. My mom showed her the reward she had. She tells her to put her number in the receipt she’d get it removed. Runs my moms card the $6 off $25 wasn’t applied. She gets rude with my mom basically said she lied about having it when she literally looked at it. We ask for a manager manager gets loud with my mom finally we stop the pointless fight of crap service. Leave. As we’re getting in cars. Waitress come running out yelling “you didn’t leave me shit”. Well duh, after the crap service you expected a tip? Well we called the next day to talk to Marc the general manager and he offers us a credit. We don’t want to step foot back in this Buffalo Wild Wings. We want a refund. He said he can’t do that he’s contact his boss and they’d contact me back. It’s been several days now and still nothing. Save your money and go eat anywhere else for half the price and 100%...

The service is absolutely horrendous. They were dead and we received the slowest service I have ever seen. Our server took twenty minutes to even greet us and take our drink order.

I looked up after ten minutes to see if my drink was coming and the bartender was standing there with an empty bar. We asked for waters. And one person got a water. Someone ordered a gin and tonic and just got tonic water at first. Took another ten minutes for one to arrive. Just overall the worst service I have ever seen in an essentially not even half full restaurant. Twenty minutes now and we are still waiting to order. They have no sense of order of operations as a server.

Our server literally got drinks and took orders for a table that arrived ten minutes after we got our drinks. We had to literally get up and talk to someone to even get service more than once. Don't even bother. The manager himself had to take our order. We were here literally an hour until it got to this point. The manager did his job as well as he could, but just. Amazed.

Honestly blown away. I even try to give the benefit of the doubt as a server and then restaurant manager of several years. Just the slowest server ever. We are still waiting on our food.

UPDATE: Two hours later. Several tables who arrived after we got our drinks already have their food. Never thought I would want to be may I speak to your manager type, but this experience wants to make me be a may I speak to corporate type....

Update: Half the food came. Manager asks how we are and we tell him we still don't have our food. He says it is all done and he will check. Half our food comes out. Five minutes later or so my sandwhich comes out. One person doesn't get their food.

Update: Ten minutes later and our last person still has no food. Three people are currently trying to find his food.

Yep, worst restaurant service experience I have had in my life. The city of New Castle deserves better and so does the store's manager. I feel sorry for him if this is a regular occurrence.

We all should have just walked out way before we got our food, but my family and my girlfriend's family were meeting for the first time and we all drove an hour and a half to meet.

I would never expect to have the food fully comped, but they only just gave us 20% off for wasting literally all six of our nights...And we had to...

My family went there on 08/20/22. We arrived at about 6:30p.m. We were greeted and seated quickly, but they didn't get a high chair for our youngest child like we requested. Our server didn't come over until about 7:15 to take orders. When she brought out our drinks she forgot our 8 year old's juice and still didn't bring the high chair. She apologized and grabbed a high chair for us and said she would get the 8 year old's drink. She didn't bring the juice(which was in a can) until about 30 minutes later. We tried to get her attention several times when we saw her at other tables near us as the rest of us were ready for refills. When we were able to get her to our table, we also asked what was taking so long with our food. She said they only had one cook. The only problem was we saw people who came in after us had gotten their food already, We saw several groups come in after we ordered, come in, eat , and leave before we got our food. We questioned this and she said it was when their order was put in and the number of people in our group. About 8:30 a group of six came in and they got their food before us so to me the excuse of the size of our family was not valid. We didn't get our food until 9:00. We asked to see the manager and she said she would talk to him. She came back and said he would be out in a few minutes. When we had finished eating about 9:30 she brought the check and said he had taken some off. We said that we wanted to see the manager. He came out finally . He said the same stuff about our group size and when the order was put into the kitchen. We brought up the fact of the other big group that came in at 8:00. He was still bringing up group size and place of our order. We finally paid and left. We come to this restaurant every summer after our family reunion, but after this we are not going back because of the...