Wingstop — Restaurant in O'Fallon

Places and order and after almost 1 1/2 wait I got The wrong order when I called to the store, I spoke with the supervisor I believe her name was Darcel she was very polite willingness sis no problems stated that I can either get a full refund or I can come back in the next day and get my order and she would give me a free meal with it. She then collected a timeframe for me to come in and pick up my food which was for the next day at 7 PM. I got here at 7 PM two different supervisors were here. No food was ready. I was told it would almost be two hours and then asked for a refund instead of waiting in which I was told that I would only get partial being everything else not their problem because I ordered off-line that all of the additional fees service fees delivery fees. Nothing would be refunded that I don’t have an option to get that back even after they screwed up my food and I had to drive all the way up here to end up not getting it. The supervisor today was Julie & Donovan. when I asked for the corporate number, they both told me that they don’t give out the corporate number that if I have an issue, I need to go into the website and figure out how to file the complaint there and I could try to search through Google to find the number and I stated if you’re the AGM and the GM why don’t you guys know the corporate number? well that’s not our problem to try to figure that out or give it out to anyone you guys have to figure that out or go to the website and do feedback and then proceeded to say that if I have a complaint, I need to go ahead and look through the website and that if I wasn’t going to be re-ordering That I need to step aside because they have other orders to do in other peoples orders to take needless to say first and last time I would ever be coming back here very disgusting attitudes unwillingness to Even after they screwed...

I realize many businesses are short staffed, which results in service delays. That doesn't seem to be the case at this location though. There were at least 8 employees working on the night of my last visit.

I ordered online for pick up. The order was placed at 7:52. I had a notification the order would be ready in 16-21 minutes. I arrived at 8:10. I was asked my name by an employee. I gave my name and said the order might not be ready yet, which I expected. The employee told me it wasn't, but was on the line. I waited until 8:45 to check back. The order still wasn't ready, so I asked to cancel and receive a refund. The young lady at the register said I could wait for the order (another hour, so a two hour wait for fries and 5 wings) or they would send the refund request to their district manager, as they can't refund online orders in store. I asked for them to do whatever had to be done for the refund. This was on July 31st. I was told it would be 3-5 days for a refund.

By August 10th, I still had not been refunded. I went back to the location and spoke with a person (the GM, from what he said), and he said he would again send the info to the district manager for a refund.

As of August 22nd, I still had no refund. I reached out to the corporate customer service number and spoke with an agent. She advised someone would call within 2-3 days. Now today, August 27th, I still don't have my refund nor have I heard from anyone at Wingstop.

I have had mediocre service at this location before, but...

Ordered online, which told me my order would be ready in 15-20. Arrived in 20 but had to wait an additional 20 min before my order was ready. There were 5 people working within view- one white lady who was running around like crazy trying to bag orders and help customers, one white man who was calling out orders and packaging items in a frenzy, and then three young black boys (not men, obviously) who were joking with each other and very, very slowly doing their work, staring off into space and giving dirty looks to anyone who came to the counter. When my order made it to the counter, it was missing the voodoo fries. The fries I ended up getting were closer to mashed potatoes because they were so soggy and just straight up swimming in the cheese sauce. The lemon pepper wings were so sour and overpowering, the garlic parm had almost no flavor at all, but the spicy Korean were pretty good. This was my first visit to Wingstop, and it was a major fail. Especially since they sent me an email after ordering requesting a review that I responded to a week ago. I requested someone contact me regarding my experience, but it has been nothing but crickets. I'm not surprised, it's very apparent how this company runs their stores. Just go elsewhere and save...