Buffalo Wild Wings — Restaurant in Oswego Township

WARNING: DO NOT ORDER FROM THE OSWEGO BUFFALO WILD WINGS!

A few weeks ago, I placed an order and they got it all wrong. I called and spoke with the general manager, who was very apologetic and said she could issue a refund. I asked if they could just have someone drive the correct food to me. Oh no, we can’t do that because of ‘our system’. Ok…She said if I wanted to come pick it up, she would make the correct wings, but that I would also get a refund because I had paid tip, delivery fees, etc. Annoying, but I wanted my wings, so I drove there. The manager confirmed my name and credit card number for the refund. The refund was never issued. I dropped it because I didn’t feel like calling them repeatedly to make good on their promise.

Now, you would think I would have learned my lesson. But last night I had a craving so placed an order. Two hours later, I get a text saying the driver canceled my order and to reach out to BWW for a refund or to go pick up my food. Annoyed, but I wanted my food, so I drive to pick it up. BWW tells me a second driver came to pick it up and wanted them to remake it since it was cold at this point, but they refused to remake it. So the second driver took the food, but didn’t deliver it. The lady told me I would have to call DoorDash. I said I ordered through YOUR website and paid YOU for the food, so YOU need to make this right. Oh no, once we put the food on the rack where the drivers pick it up, it’s no longer our responsibility. WHAT?!?! I said I paid for the food, and I don’t have any food, so I want my food. Nope, you have to call DoorDash. I was so mad, I stormed out and went home to see if maybe the second driver had delivered the food. Nope. So I call BWW and demand a refund. Talked to the same lady. I said I’m not calling DoorDash. This is your problem, you need to make it right. Oh, I never told you that you had to call DoorDash. WHAT?!?! THOSE WERE YOUR EXACT WORDS!!! She said I was going to tell you if you ordered through our website, we would issue a refund, but you were very angry and stormed out. LADY, I TOLD YOU I ORDERED FROM YOUR WEBSITE!!!! Your response should have been, ‘I’m so sorry. We’ll remake your order right now.’ But no, your response was I had to call DoorDash to figure it out. And then you deny ever having said that. She said she would issue a refund, but if it doesn’t show up, I’ll have to dispute the charge via my credit card company.

Needless to say, I’ll never patronize BWW again. I’ll be getting my wings at the new Anchor Bar or Riverside Pub. I suggest you all steer clear of Buffalo Wild Wings. Their system is apparently...

I have never been to a place as consistently bad as this one (literally). We have lived in Oswego for five years. We have visited BWW at least 5 times, thinking each time that maybe this time would be better. It hasn't.

We normally like BWW's. Most of them have good food. But at this restaurant, we've never gotten our food in less than an hour and a half. The assigned waiter/waitress always seems overwhelmed and has to apologize five times. When you walk in, nobody greets you, and when they finally do, they act absolutely miserable.

Once the food arrives it is often undercooked.

How hard is it for you to fix this?Look at all the reviews on here explicitly telling you how terrible it is. And all you do is respond for people to tell you the same story again on your website so that you can still do nothing about it.

How about you actually look into these things and try to fix the problem? It would be nice to have a good B-Dubs in Oswego.

EDIT: as you can see and as I predicted, the owner's response is to ask us to take more of our precious time that we already spent at their establishment and fill out an online form. The general attitude toward customers is almost assuredly a reflection of this ownership. Stop asking people to fill out more surveys, and simply fix the problem! If I were the owner or operator of this location, I would be in the business the next day reading these reviewed verbatim to the staff and asking what is happening. But no, customers are simply told to perform a chore for the owner. A fish rots from the head down.

Second update 12/4: went in here tonight because my daughter really wanted BWW. Exact same issues No one greets you at the door. Once you are finally able to track someone down, they tell you they have to clear off a booth. There were only 3 groups in the entire restaurant! Why would we have to wait for you to wipe a table down?? Server was supposedly training a new employee. I think they were trying their best, but everything took forever, no responses. I had to go to the bathroom and stuff paper towels in my pockets because we couldn't get napkins. How are the owners of this place not embarrassed? No one even goes here! It is so frustrating to have ownership leave these irritating comments about filling out a feedback form on their website. FIX....

Last month (Dec 5) I ordered delivery on the bww website. I had to wait an hour and a half to get my food! Once I finally received my food, I was very disappointed in what I received! What I had ordered was correct on the receipt but my whole order was incorrect. I didn't even like what they gave me instead. I was furiated since I was super hungry at that point and I had absolutely no way to get out with my young kids to even go back to correct my order! When I called the restaurant, it took over 10 minutes just to get through to someone. When speaking to the manager she told me she would reimburse me for my whole order. After days of still not receiving my money back, I called back. The manager I spoke to that time went on to tell me it was the door dash drivers fault because "they are supposed to open everything and check all orders ". However given we are in a pandemic, I know these policies have changed. I would sure hope they aren't opening my actual food packaging! She then said they are reimbursing me so give it a few days to go back into my account. Ok, cool.

Fast forward to Dec 27, here we are still haven't received my money back. I filled out the form online and was contacted my manager. This time she apologized and said she didn't see that a refund was even processed! She reassured me that she went ahead and expedited the refund. Again, I gave it some time. Jan 5, STILL nothing!!! So once again I called back and spoke to a different manager. After looking into it, he also said he didn't see any refund made!!! 🙃 He then said he would send me a $25 gift card along with an extra $5 gift card in the mail.. he didn't want me to wait any longer for my refund so that was the better choice.

So now here I am not getting my money back for the terrible order I received, after speaking to 4 different managers who all failed to process my refund!! I'm also getting a gift card that I have NO intention on ever using here! I am so frustrated, I will make sure I do not...