Buffalo Wild Wings — Restaurant in Pensacola

Store ID 205 - Pensacola BWW. GM - Heather Davies (or Davis)

Terrible service, unacceptably long wait time for food, and by far the worst management I have EVER encountered.

Zero stars. If I could submit negative stars, I would. Saturday night (9/17/2022) we received some of the worst service I have ever encountered. We were a larger party of 20. Arrived around 9pm, calling ahead of course. Management assigned us a new employee, which we initially felt terrible for and allowed a certain amount of patience and grace. It was also relatively busy, so we understood that the turn-around and wait time might be a bit longer. In hindsight, we really should have left after we waited over an hour before they got our drinks to us. We are a group of tired, hot, and hungry parents and teen baseball boys. Again, should have left and just gone to McDonalds. We realized that things were taking a bit longer than usual, so we ordered our meals at the same time as our drinks, 9:20ish. An hour later, still no food and several no drinks from the bar. Never did the management come to our table letting us know about the wait time or asking if there was anything they can provide us. UNTIL we went in to complain. Then the waitress (obviously overwhelmed) came to collect possible refill orders on drinks. The manager that spoke with us had nothing but excuses and empty apologies. Half of the table were teen boys who were incredibly hungry, exhausted and tired. Surprisingly well tempered. Us adults, however were starting to get pretty agitated. The manager continued to inform us that the kitchen was working on our meals and that it was a 45 minute turn per ticket. By this time its well over the 45 minutes from the order placed. They then brought out 3 meals, out of 20. About 20+ minutes later another couple plates…by this time its around 11pm. About this time we are impatient and mentally done and ready to leave. Only half the table had received their meals, some of them cold, some of them wrong…it was evident our complaints resulted in them rushing our orders. I’m sure this flustered and stressed the waitress, her response to the stress was to respond with rude comments, and a poor attitude. We would have probably been okay if they gave us some chips and salsa and let us know the issues in the kitchen, to hold us over. Nothing, though. NOTHING. Time obviously being the issue was nothing compared to dealing with their GM. She was/is the worst example of how to run a restaurant. She was HORRIBLE. An experience, for sure. She offered us a whopping 15% off of our tickets. A complete robot. If she was the face of my corporation, I would be embarrassed. She showed no remorse, no apology, pardon my French here but she had no F-s to give. We were there to frequent her restaurant and we would pay for “any meal delivered to that table”. If we wanted something fixed, we could send it back to the kitchen (doubtful we’d get it recooked before Sunday morning church). Had a hamburger returned twice. Ordered a plain burger, you know..bun and meat. Both times, made wrong. Over 3 hours there and I think only half of our group got food worth eating. We even asked for pitchers of water, their response…”sorry we dont have pitchers for water”. When we were disputing the checks, there were other patrons at the counter upset with the food turn around time and poor service, so clearly it was not just our party. This is a long enough negative review and I will spare all of the snarky and rude comments made by this GM. She must be a miserable and unhappy human to not show any empathy for these kids that were clearly hungry and tired.

Not only will we never set foot in that Buffalo Wild Wings, but if this is how a corporation wants their patrons to be treated, we will never eat at a BWW again. I’m sure our position is only a drop in the bucket to their revenue impact. I’m putting it out there so others avoid such a...

Jokes on me for always coming back thinking it will be better next time... the first time we had come back in a while, the hostess had bleached the seat, did not tell us, and we proceeded to sit down. My friend’s clothes were all bleached. The manager was nice and gave us some coupons and had our meal paid for, but still made us pay for the 2 alcoholic drinks we had. I guess I understand not being able to Comp alcohol, but I mean come on, we sat in bleach... The second time we came back, it was basically empty, but our waitress came to our table to ask for our order then we did not see her for the next 35 minutes... not exaggerating! I had to get up and hunt down another waitress just to get a refill, silverware, our sauce, and napkins. She said she was new, so we were trying to be understanding, but she had ONE table and there were at least 4 other waitresses standing around talking by the bar. The third time we had come back, our waitress was great, but the food took an hour and about 15 minutes. We understood that it was busy, but after waiting that long for our food, it wasn’t even our order. We then proceeded to watch as they took the food off of our table (which I had already eaten off of not realizing that it was incorrect) and give it to the table next to us because it was actually their’s. So much for COVID safety.. or just any health code in general I guess. Finally, we went back tonight. Like I said though, it is our fault for actually coming back and thinking that something wrong WON’T go bad at this place. Tonight started off great until I had ordered the naked tenders. The food took about 30 minutes to come out. That’s not too bad, but also the restaurant was basically empty and you’d think they would have at least cooked the chicken all the way through. After eating 2 pieces, I cut into the 3rd one and found some pink in the middle. I then continue to check the other pieces and there is also some pink in the other pieces. The manager was nice and did not charge me for the chicken, and even gave me some to go! I thought it was a nice gesture, but I ordered a 5 piece and they gave me 3 pieces to go.. I guess that’s because I ate 2 uncooked ones already so only replacing the ones I hadn’t eaten was the best option. I’m never the first person to want to go to Buffalo Wild Wings, but it is kinda exciting to find out what will happen next. We’re always surprised with some new, awful experience to share...

My cousin was celebrating his birthday and as we entered--we just left another restaurant and so we were expecting to be able to be served due to that not so full front area. The front door person sat two other parties and came to us. After telling her we had called ahead and told to come on over to help us, she begin to say let me check. She came back with you can sit outside with no wait. It is extremely hot outside so not that was not the intentions--you can go out there and feel it if you like--again we said no. There was a large party getting up from their tables as we were talking. I asked, "Can we just get those tables--she hesitated and said let me see. So then we are reallyconfused for the party was leaving and table so could be cleaned. Mindful, no one at this table had wheel chairs. I asked, why we had to wait for her to see, she staed those are Handicap tables. I stated well what makes them handicap tables--they are lower than the normal tables. I stated we are ok with that. She then came back and said no I cannot seat you there. People are cleaning the tables and she still was wlaking around to see how to seat us. Then my other family member asked, can we just sit there and have the two booth tables next to it to meet our accomodations. She immediately said no, and I will get the manager so they can tell you no as well. he kept saying they had no tables to accomodate our 15 ppl. There was 3 tables empty and then the long table which the people had just got up from which sat 10 ppl. We had teenagers and children so we were willing to put the 3 teenagers to the booth tables. We begin to leave and the kicker is someone came in right behind us and asked for the table which they deemed as HANDICAP and sat them there. GO FIGURE!! Bottom line --do not go to this restaurant for anything of a large party cause obviously they will not serve you. They did not even try to seat us. No one was waiting after us for at least 30 min of our wait. She also stated we would have to wait 1 hour before getting our food once seated. But NEVER tried to seat us. My daughter got food poison from here as well..So I was already hesitant in eating so G-D just saved us to not have to eat here again after all. We went to BJ's Restaurant and it was wonderful--FOOD