Buffalo Wild Wings — Restaurant in O'Fallon

I am not one to post a poor review on a restaurant but my experience yesterday was so awful I felt it necessary to share. I have a gluten allergy (allergic to wheat) and my two friends wanted to go here so I joined. I knew I wouldn't be able to eat much but I figured they had some sort of salad I could eat. I ordered a salad with a side of fries that were on their gluten free menu. After waiting 35 minutes (on a slow Monday afternoon) for our food the manager brought out our food. I'm really not a picky person but the salad he brought me looked like the bottom scraps of a cheap salad bag that was browned and had been sitting in the back of a fridge for weeks. I'm a server so I know how things can be in the restaurant biz so I told our server it wasn't a big deal and I didn't need a new one. I just would like it off my check since I wouldn't be eating it. I wasn't really too upset at this point because it really takes a lot to bother me, I just didn't want to pay $8 for a salad that looked below McDonald's quality. One of my friends soon after noticed that even though she ordered two different kinds of wings all of her wings came out the same. We told our server of this and she walked away. She was only one booth away from us at the computer station where we could CLEARLY see her shaking her head and talking badly of us to another employee. Not long after the manager approaches us. We expected an apology but instead the manager looks at my salad and says "what's wrong with this?" I showed him and explained that it was shriveled up leaves basically and browned. He proceeds to tell me that this is what all of their salads look like and that I should probably not order a salad. "Salads aren't our specialty". Now I understand that this is a bar restaurant but as someone with a FOOD ALLERGY with limited options of what to eat it is ridiculous for a manager to blame me for ordering something that isn't going to come out a good quality. If they are ok with serving under quality food they should charge under quality prices or take it off their menu. So then he moved onto my friends food and basically accuses her of lying. He points out that he can see a difference in color on the wings and that the cooks just didn't put the other sticker on the paper saying both kinds were there. We mention that we can see/hear his employees talking about us and he says "well did they personally come to the table and say something?" No, but that doesn't make it ok for them to show immature behavior towards customers. I never am one to blame servers/management for something that went wrong in the kitchen but this entire experience was ridiculous and I don't recommend...

Came here on August 1st around 1730. I walked in with my wife and was greeted with a look of displeasure by the hostess. I stood there at the podium while she just stared at me until she finally decided to bless me by vaguely gesturing in my direction. Not exactly the "Hi, how can I help you?" That I was expecting from someone who's main job is to welcome patrons to the restaurant and set a pleasant tone for the dining experience. I said "Hello. I'll do a booth for 2, please." The hostess immediately snapped back with "we don't have any. You can do a table." Not a word of apology or even a feigned half-apology was offered. I was taken aback as the seating section is quite small, there were clearly at least 6 open booths, and if it had to do with no waiter being assigned to the section with open booths, then that would make sense, but there was absolutely a booth full of 4 people also seated and eating in the area that was "not available." Whatever. We sat at a table and waited a full 5 minutes for somebody to come by, but nobody ever came. In a restaurant with maybe 25 tables, I find it hard to believe an entire half of the section would be closed off, whether you have short staff or not. I also find it ridiculous that the serving/hosting staff would rather tell a customer that a seat is unavailable than have a server walk an additional 4 feet. I'd understand if it was a huge dining area, but it isn't. There are 2 entrances to it, and the serving staff had to walk by the empty booths to bring the food to the tables anyway. From the inattention and disinterest of the clearly disgruntled hostess (who desperately needs training on her soft skills), to being denied such a simple table accommodation, and then being straight up ignored once we were seated at a table that we clearly weren't interested in, I will likely never be back to this Buffalo Wild Wings and will never recommend it to friends and family. My wife and I got up and left. Not a word from the hostess on the way out asking why we were leaving, or what they could do to keep us there. I'm left confused by the whole experience. I didn't speak more than maybe 10 words the entire time I was in the restaurant, from the time we entered the doors to the time we got up and left. I wasn't rude in the slightest. I just wanted some wings and wanted to eat them in a booth with my wife. Pretty simple request, but apparently the bar was set too high. I guess I should stop expecting the bare minimum out of people. I'm willing to deal with price increases. I'm willing to tolerate product shortages. I draw the line at bad customer service. My money is better...

Every time we've ordered to-go there is something wrong and it's ridiculous. I can't imagine how this location is still open. This time, my husband orders online. Fries, chicken sandwich, boneless wings. I wait for 10 mins with 3 other people before the manager comes out and asks if we've been helped. Multiple servers just standing around, sipping soda, joking with each other, restaurant is not particularly busy. They see us, we've made eye contact, but they don't come to ask if anyone needs anything. Manager grabs the food, hands out the to-gos and I make my 20 min drive home. I should've gone through everything with a microscope but I really just try to give places the benefit of the doubt every time. Get home, wings are bone-in. I call and 1000% have a tone because I'm sick of it and no one is held accountable. What's funny is the manager said he remembered handing the order to me....so he didn't check it? The manager says he will personally make the wings so they are hot as soon as my husband gets there and puts us in the book for free ones next time. Husband goes to pick them up, employee says she will go get his order, never comes back. Manager comes and asks if he needs help, then goes to find employee. My husband waited 50 mins. The restaurant wasn't even really busy, it's a Tuesday night. But no buss boys, servers are in the weeds, and they can only (literally) scream at the kitchen so many times. Other people come in or call in with problems too. They actually started turning people away at some point. The manager said they are trying to turn the whole place around (it's not working). Husband comes home an hour and a half later. They remade the whole order again since they "lost the ticket". I guess that means the manager never hand made the wings himself. Fries but with random melted cheese and pepper topping this time. Chicken sandwich slathered in wrong sauce and bacon now on it? Boneless wings finally. I don't write scathing reviews, but it's EVERY time. When you hear the manager say yeah there's a ton of issues and the server seriously scream her head off at the kitchen, there's clearly problems. No one wants a $10 coupon, we want it right the first time or even the second time lol....