Buffalo Wild Wings — Restaurant in Orem

I had the most horrendous experience at this restaurant, and I'm utterly frustrated.

Let me describe the sequence of events that unfolded: I placed an online pickup order at 7:38 pm and received an email confirmation stating that my order would be ready by 8:00 pm. Arriving at the restaurant at 8:07 pm, I approached the cash register and waited for a whopping 15 minutes, all the while receiving indifferent glances from the employees. Finally, an employee came over, but without even bothering to ask for my name or reason for being there, they simply informed me that all pickup orders were facing a 10-minute delay. I tried explaining that my order should have been ready 20 minutes ago, and I requested them to at least check on it. To my dismay, this particular employee appeared to be under the influence of something, consistently placing their hands in their pants. They mumbled a few incoherent words and randomly skimmed through the pickup orders before abruptly leaving and disappearing into the back area. Another agonizing 10 minutes passed, and I approached a different employee to inquire about the status of my order. The response I received was disheartening: they informed me that it would take an additional 20 minutes. Feeling utterly exasperated, I decided to leave and come back later. Returning after 20 minutes, the original employee who had first approached me recognized me and had the audacity to ask if I had received my food yet. I replied negatively, and their reaction was nothing short of infuriating. They stormed off once more, only to return and inform me that my order was still being prepared. Meanwhile, I couldn't help but notice other customers who had arrived after me receiving their food promptly. After enduring an excruciating wait of about an hour and a half, I reached my breaking point and decided to cut my losses by requesting a refund. When I asked the employee for a refund, they nonchalantly responded that they would need a manager to handle it and disappeared to fetch one. Shockingly, both employees whom I assumed were responsible for the front counter casually walked past me without acknowledging my presence, heading out for a smoke break. They clearly had no interest in assisting me. Frustrated, I continued waiting at the front for a few more minutes, but no manager ever appeared. Finally, another employee, sensing my growing discontent, took notice and approached me. Although she wasn't a manager, she kindly offered to take my information and process the refund herself.

To add insult to injury, I was informed that it would take an agonizing 5-6 days for the refund to reach my account. In total, I wasted two hours of my life and approximately 50 bucks on this abysmal customer service experience. I understand that restaurants can get busy, especially on Saturday nights. Normally, I consider myself a patient person, but the restaurant appeared to be operating at a quarter of its capacity, and I watched other customers effortlessly order and receive their food ahead of me. The employees working at the front counter were utterly disinterested in helping me, seemingly under the influence of something, and their attention was clearly fixated on the individuals...

I should've listened to the reviews....DANGER! BEWARE!

I went with 5 other guys on Saturday and had the worst experience. It was very busy (rightly so, but why aren't they prepared for Saturdays?) and the hostess said it would be a 30 minute wait for a table. No problem, we gave her a name and number to text/call us when a table opened up. So we walked around the mall a bit to kill time and went back after 30 minutes. Like I said, it was busy so the lobby area was full. We waited outside the doors thinking it would be any minute until a table opens up. 20 minutes later (50 min after original check in) the hostess sees us through the doors after other people went in. She came out to us and was like "oh! I can seat you. Sorry, I thought you left." IM SORRY?? No call back, text, nothing. What was the point of taking our number if she expected us to sit in front of her and just twiddle our thumbs until a table was ready?? Okay whatever, we get seated. The waiter comes and gets our drink/apps orders and they come out within 10 minutes. We place our food orders and wait. And wait. And wait. FOR 1 HOUR 20 MINUTES!! We see a table next to us that seats 4 go through 3 parties. 3 parties are seated, order, and eat before we get our food. A group of 12 is seated and get their food after 20 minutes. We don't wanna be those guys, but we got the waiter's attention and asked where our food was. That is when our food started to arrive. Each of us ordered 10 wings, nothing crazy or unusual that would take too long to make. But it takes another 10 minutes for the waiter to bring our food out plate by plate. At the end of the meal, the waiter was like "sorry it took so long, it's a Saturday." What?? That's a normal Saturday experience? The whole thing took way too long. From checking in with the hostess to paying the bill and leaving took 3 hours. Having worked in food as both a waiter and as a cook in a kitchen, that is abysmal service. Management needs to hire more people or give people...

I usually make it a habit not to eat at fast food restaurants or any fast food restaurants for a number of reasons, but mainly because it's just that much more expensive. The upsides are usually fast food that can taste better than what your personal chef skills are. I personally had never been to a Buffalo Wild Wings before in my life, and after the experience I had on Tuesday, I don't think I'll be back in a long time, if ever. We sat down at 9:30, they placed our order at 9:45... and then nothing. We didn't get our drinks for half an hour, and at that time, we were contemplating walking out. I wish we had. We proceeded to wait another 2 HOURS for our food, which by the time we got it, was colder and soggier than a bowl of cereal if it was left out for the same amount of time. Not to mention, I'm 90% sure they mixed up our orders, and one of us recieved his a solid 20 minutes later than the rest of us. He also proceeded to get food poisoning the following day. You might think, well it was probably busy! There were 10 people in the lobby, and if you call that busy, you should see the drive through and lobby of an Arctic Circle on a friday night late July. Both of their ice cream machines could break and their fryer stop working and you'd still get better service than whatever you want to call what we got in Buffalo Wild Wings. Maybe I'm being too harsh, and maybe there was a health inspector who came in, had to be trained and decided to take his dinner break even though he was the only one working in the middle of the slowest part of the night. Or there was a Linguini moment from Ratatouille. Either way, it should not have taken this long. I'm very disappointed with both the service, the food quality, and to be honest, any other joint worth two bucks has sports on (BWW had just clips of sports on repeat). Not to mention, you could probably find a better and cheaper boneless joint anywhere else. For all the hype I have heard about BWW my whole life, it doesn't...