Wingstop — Restaurant in Norton

I have been to this location many times and it is never good. Today's visit was a bit worse.

I placed my order through the app like always and was given a 16–21-minute time frame to pick up. When I got there the place had several customers that appeared to be rather upset. There were three people in the kitchen. Two that were working and one person standing there talking with their hands in their pockets. I stood there for several minutes with nothing from the people in the kitchen. Mr. Hands in my pockets left and went to sit in the back of the restaurant. Finally, one of the employees said we will be right with you. I gave him my info and stood as side with the others.

For the sake of time, I will fast forward several minutes of Mr. Hands in my pockets walking around back and forth to the kitchen distracting the employees from their work and ignoring the lobby full of patrons.

After watching several orders go out the door only to return to get items that were left off their order. I found out that Mr. Hands in my Pockets had a name, Chris. He got a call while I was there from what sounded like an upset parent. The parent seemed to hang up out of frustration as Chris was not willing to give her any info she was asking about. This will come in to play later.

As Chris was leaving despite there being a lobby full of frustrated patrons I stopped him in the parking lot. I asked him if he was a member of management and he responded that he was. I asked him what position. He refused to tell me which I found odd. I asked if this location was a franchise or corporate owned. He informed me it was a franchised location by an experienced owner with multiple locations. I expressed to him that in my management experience a good leader would step in and help his team and business when faced with a labor issue or any other adversity and that I knew this location had suffered a fair amount of turn over since it opened. He assured me that this location was not like this and that this was a one-time thing. We went back and forth for a couple minutes, and I finally gave up.

Long story short. Chris didn't care that his people were fighting an uphill battle with no leader. He also didn't care that the patrons were frustrated and just wanted some form of communication letting them know what was going on with their dinner. He only cared about getting out of there with his tail tuck securely between his legs while his employees fought for his business harder than he cared too.

My family of 7 loves Wingstop food. But I will have a real hard time spending my hard-earned money in a place that just doesn't care about their workers or their customers.

Update: The owner reached out to me which I appreciate the gesture. I would also note that he didn't just call to blow smoke. The call came across genuine. I will return to this location, and I am hopeful the location can find the stability needed to support its team...

Pros: Food is delicious when it's done right.

Cons: Everything else was terrible.

Service wise - Husband called in to request a replacement or refund due to an actual bite being taken out of his food.

Chantel, the supposed manager, gave huge attitude and hung up on my husband instead of offering either thing. Before she hung up her last words were "None of my employees would do that."

Called back immediately, spoke to Aaron, the other supposed manager, asked for their GM's number and told her name was Rachel.

Called Rachel, spoke to her and once again she stated that none of their employees would have done that. Claimed it was a "portion of the chicken falling off in the fryer" except if that were the case, the meat you see in the picture wouldn't be WHITE, it would be fried brown and it would have had sauce on it because we got sauce on the wings.

The longer we spoke to Rachel, she ended up confessing "we actually had a meeting just last week about eating on the line because I've got some kids back there working and they do that". My husband and I looked at each other and mouthed "but I thought they didn't do that" to each other.

Rachel promised a refund, I waited over a month for her to send it. She never did. I even texted her again a reminder (and the pictures of our half ate wing). Never responded.

Finally called corporate and got a partial refund for our order.

Please stop giving your money to this location. If they're willing to lie about their employees eating your food, the health and cleanliness of this place is up for question. Trust me, my next call is to the...

I decided to try the New Wing Stop. I understand they just opened. I also understand they were busy. My rating is based off of personal experience. I called and talked to the lady at the register. She said she would have me talk to the manager. He must of been busy still watching the game while working! Because I got left on ignore for over 8 minutes when I hung up. So, my issues are as follows: The fries were not in a to-go container and were cold. Thankfully I have a toaster oven. As a first time buyer I ordered both boneless and classic. The boneless wings that were not over cooked tasted good. The ones that were over cooked tasted like grease and BBQ sauce. My classic wings must of went to someone else. All I got was legs. I didn't get a signal wing. I thought it was Wing Stop bur I Got Nuggets (boneless) and Leg's. Maybe a name change is in order. The sauce tastes good on my cold legs. But with little to no meat on the bone I guess they get cold easy. I sure hope watching the game was worth it. Maybe they won money. Wing Stop got mine. I will stop in and talk to them but I am not confident in the outcome. One last thing. I was told they were better than BW3, so far that is False.

Update- I called and talked with a Manager with no wait time. They completely took care of my order. They apologized for my experience the night before. So all in all the service was a lot better. The food was Hot and Cooked as it should be. I updated my star's. But not better than BW3. About the same maybe slightly more money. I'll...