Buffalo Wild Wings — Restaurant in Portsmouth

I very rarely write a review (positive or negative), but after my experience this evening, I feel it needs to be done. While visiting my wife who was at the Portsmouth Hospital, I ordered food via DoorDash for pick-up for my young child. The location was in very close proximity to the hospital (less than 1 mile). I ordered via DoorDash app and arrived a little before 8pm. Receipt stated my order would be ready at 8:02pm.

Upon arrival I went to the counter and showed the older gentlemen (still a gentlemen at this stage) my phone with the order. He responded that they hadn't received anything from DoorDash. I show him my receipt again and he said 'we didn't get anything.' No big deal. I'll just order the same thing and will deal with DoorDash later. I have to repeat the order of boneless wings and fries multiple times. No problem. A girl comes to counter and asks the gentleman if anyone saw a phone / brought phone to the register, as someone lost a phone in bathroom. The guy states 'I wouldn't know...I don't go in the women's restroom' and laughs. I pay for the food at the time of placing the order. The aforementioned gentlemen states 'boneless wings and fries should be quick.'

I take a seat less than 10 feet away for a bit and get up to stand next to counter / register after about 10-15 minutes when I see the same older gentlemen walking back out to register. I think he may have my order so I'm standing in front of counter when he places the bag behind register. He clearly sees me standing there and took my order, so I figure my order isn't ready yet.

After about an additional 10-15 minutes, I notice that the name on the bag is MINE. The old guy (no longer a gentlemen) who took my order (asking my name) sees me standing there and doesn't hand it to me. Instead, he placed behind register on table.

Now, there is a girl at the register on the phone who's clearly super busy and stressed out. I try to point to my order , but this girl is super stressed with a customer on the phone and no help to assist.

Then, another girl arrives and I say to her "that's my order back there and I've paid." She's maybe new and says 'that's not my job, but she can help you when she's off the phone.'

Thankfully, another girl overhears the conversation and reaches back to the bag- seeing it's already been paid for and hands me my order.

Any reason why the older guy didn't just hand me my order when I was standing next to the counter when he took the order??!!

I walked out of this establishment with my order at 8:45pm.

Fortunately, after clicking HELP on DoorDash and explaining I never received the order I placed via the app- they...

I usually try to be positive in my posts, but I feel like it’s time to post my opinion. We used to be fans of BWW when it was in the FoxRun mall. Since opening at the “new” location next to West End Yards, we’ve eaten there maybe 10-12 times and each time it’s hit or miss on food. We go for the traditional wings with salt & vinegar rub, and typically get 15-20. Maybe 4-5 of those visits the wings have not been good. On those occasions they had obviously been under a heat lamp or some type of “keep warm” device for a while because the wings were dry and tough. The other 5-6 visits the wings were either good or at least good enough to not leave a bad impression. So “wings” were requested for Mother’s Day and the kids wanted to stay in, so I ordered the 20/20 (20 traditional/20 boneless) online for takeout, which said it would be ready in 20 min. I figured I’d head right there and get caught up on some news on my phone while I waited. I was 15 min early, and the order came out 5 minutes after I got there. That should have been my first indication that something wasn’t right, but i was thinking more that they didn’t seem busy and my order was expedited, so I took it home. The traditional wings were dry and tough. The fries were cool and chewy. The boneless wings were reheated, but not terrible. Overall, I felt like we paid $65 for leftovers. If I had shown up when I was supposed to, those “leftovers” would have been sitting on the pickup rack getting colder for another 10 minutes… We kept giving them another chance, understanding perfection is elusive. However, even if the food isn’t perfect, we want at least enjoy it. Unfortunately we’ve reached the limit of chances and will be exploring elsewhere for our wings from now on.

UPDATE- My daughter wanted to go to Buffalo Wild Wings tonight, so we were happy to say yes—shes recently had a craving for wings. When we ordered, my wife asked our server, Steph, if the wings could be made fresh. Steph didn’t hesitate—she simply said, “No problem,” and took the rest of our order. She brought out our drinks promptly, and after a bit of a wait, returned with our food. Steph apologized for the delay and explained it was due to how we requested the wings be prepared, which we completely understood. My wife commented that the wings were excellent, just like we remembered from when BWW was at Fox Run Mall. I honestly wish we didn’t have to specifically ask for the wings to be made fresh, but if that’s what it takes to get them this good, I’ll keep doing it. The quality was worth the extra...

If you’re thinking about doordashing from this location- don’t. Let me paint a picture for you. It’s 11 pm after an 8 hour shift & you’re super cold & want some hot food. So you order some wings & tater tots & even a drink on doordash. You spend like $30 on this meal not including delivery fees. After 45 minutes of waiting for your order to be prepared, & then another 15 while your dasher does their job properly to get you your food in a timely manner, you recieve your food & notice the suspicious lack of warmth coming from the bag. You open it to find that your food is indeed cold. This makes you sad. Well at least there’s no way they could screw up your drink right? Wrong. You search through the bag for a straw & maybe some utensils, surprise, there is none! Whatever right? Just get a fork from your kitchen & pour the drink into the cup. You do exactly that, & strain out at least 20 ice cubes. You take a sip & are met with even more disappointment as the drink is extremely watered down, you wonder if there’s even any syrup in it at all. Maybe the wings will taste good at least? You open it & find chicken that is barely even covered in sauce. Surely if they were gonna skimp on anything, it would be the amount of chicken, but the sauce? But that’s okay, because you paid an extra 60 cents for a cup of sauce because this happens every. single. time. Defeated & hungry, you eat your cold, tragic meal & sip on your water with the essence of Dr...