Buffalo Wild Wings — Restaurant in Rockwall

TL:DR they basically refused to put the copa america soccer game on the balcony for us and didn't give me my wings.

This is the second time we've eaten at this location and I won't go back again. We mainly went to this location to watch the copa america game instead of driving 40 minutes away to an argentine restaurant, we decided to go a local restaurant instead.

We got there at 7 and hadn't thought about a waiting list but they said balcony was available and we saw one table free in front of the TVs so we had high hopes. When we asked if they were playing the game, they said they would check and looked at the TVs. One hostess said to the other "4 for ufc and one for baseball" another hostess said "baseball? Why's baseball on?" After this, a third hostess said that since it was a fight night, they probably couldn't change any of the TVs, so I left with my wife upset where she cried in the car because she wanted to watch the game and they wouldn't seat us.

As we found that we could watch the game on Fubo.tv, we set up a free trial and made a plan to go home and watch it, so we walked back in to place a to-go order. We saw now at this point that the copa game was on in the balcony and were excited that maybe my wife could watch her country's game.

When we got into the restaurant again, there was a guy and his son saying that he had 5 people in his party, we thought nothing of it and then told the hostesses we wanted to place a to go order. As I stood waiting in line again, my wife noticed that the family of 5 was being seated at the table where we had initially wanted to watch the game. This again upset my wife.

We placed our to-go order, my wife ordered tenders and I ordered wings and a wrap. They told us about 20-25 minutes and we went to Chipotle next door because my wife wanted to get food at Chipotle as well. After coming back, we noticed the family of 5 had gotten up and left. By this time we already placed our orders and my wife just wanted to watch the game which was almost half way over at this point.

We decided to sit down in the restaurant waiting area and my wife watched the game while we waited. At this time, another family came and was seated in the balcony instead which upset my wife because we should have been sitting there instead of this whole thing happening.

Various people walked by us included the store/general manager (whatever term you prefer to use) several times and never checked up on us. (Turns out too, the family of 5 got up and sat down in dine-in seating because they didn't want to watch the soccer game. A server even came by and asked to one of the hostesses what happened to the family of 5, and they didn't know.) I wanted to explain the situation to someone, but what could we really do? Have our to-go order placed in dine-in trays and allow my wife to eat Chipotle in the restaurant? I doubt we could have done this. We also didn't bring the issue up to anyone because we didn't want to start a scene and my wife just wanted to watch as much of the game as she could.

So my wife's food got cold while we waited for mine so she could just watch her game. I got my food and we left. By the time we got home, the game was mostly over (at least Argentina won 🇦🇷) and I come to find out they never gave me my wings either! So on top of everything, they couldn't make good on their literal namesake and give me my wings, I guess thats too much to expect out of a WING place!

Please feel free to contact me, because I would love to talk to someone about my experience. I'm brooding now as I'm writing this. I was in food service for 2 years and would run food and help with hospitality, so I know how to help people who are hungry. I just don't understand why especially the store manager didn't come and check in with people and make sure they had their order working instead of cleaning off the tables. (Last time I checked BOTH those things are important).

Glad copa america is every 4 years because that's probably how long it will be before I go to this...

I want to start by saying this used to be favorite location. I’ve been coming here for years and years. Now, I have to beg my husband to choose a different place. It’s no longer a place I enjoy. Yesterday was the final straw.

We went during a Cowboy game which was not unusual. We’ve done that many times and still had wonderful service with maybe slightly longer wait times but still enjoyable. Not this time. We got our order in and that was the last we heard or saw from our waitress. We were never checked on by her or anyone else to ask of the food was fine. Well, it wasn’t. One of my one tender was inedible and felt like rubber. So he ate what he could on the other piece and was left feeling hungry. My husband had to get up and go ask the nearest person for help(host?) and they said he needed to go tell his waitress. Somehow she reappeared and he was able to tell her. He should hot have had to hunt down anyone and this person should have helped him right then and there not forward him to a disappearing waitress. Secondly, the recooked food didn’t come out til we all finished our meal and my son was begging for his chicken. So obviously it was a horrible experience already. Now, as for me I had to get my own refill. I literally walked into the cubicle where drinks are poured and got my own drink because no waitress ever checked on us. The drinks were terrible and I finally had enough. I went to address the manager who was very busy. He was at least courteous and nice but seemed so busy. I let him know about the horrible drink machine and that I had to get my own refill plus that we weren’t paying for my sons meal which had still not gotten there. He said he would take care of it. However, after waiting so long I wasn’t going to wait. I got my husband to go up and pay our bill so he could fix it right away. We finally decided to leave and as of summoned the waitress finally appeared asking are we ready for the ticket we already had to get up ourselves to go pay. I’m trying to remember this is someone’s child but the way she showed up finally when we were done just blew my mind. I was going to walk out and be done but I could tell as I was leaving they were chit-chatting about either me paying or speaking with the manager. I had no choice to address them directly and told the waitress “that was the worst.” I proceeded to tell her I got my own refill, my own to go box, my sons food never came out until the moment we’re leaving and questioned why are they serving horrible drinks from the machine and why they taste horrible. Has anybody said anything? I was so annoyed and disappointed that this is what has become of what used to be my favorite BDubs. The waitress try to use the excuse she had so many other tables and I said: “I don’t care. We’re customers here too and we deserve to be serviced too.”

To point out the positives, the manager although he seemed too busy to speak to me, I had to go up to him in order to speak to him honored my request to not pay for the meal that was horribly cooked for my son. Half of the meal was edible but that’s not acceptable. Secondly, another waiter by the bar saw me holding my drink that I took up to show the manager and get a refill and he offered to get me a new drink on his own which I needed. If it weren’t for this extra waiter doing that for me giving me hope that there are competent people working here I really don’t know what I would have done.

Lastly, while I’m writing this, I hate to add this part on but this restaurant needs to get their bathrooms together. I used a bathroom with no lock and had to hold the door with my hand. Secondly, I was disgusted with the gross caulking on the sink. After seeing that time after time I finally need to let loose. FIX IT. I felt disgusted seeing that and then going back to eat my meal.

The staff need to be trained on game days to see if they can keep up with the customers and the chaos that...

My husband and I went in to the ROCKWALL location today and ordered a drink and appetizer. The bartender Chelsea was super busy and so the service was kind of slow but no big deal. We had told her we were gonna order food to go after we got our appetizer. She requested we order it at the same time we order the appetizer but we told her we would choose to wait. Again, no big deal. We got our appetizer, so we placed our order to go which was a 20 piece wing and fries. A few minutes later I mentioned to my husband that I think I forgot to tell her to make the wings all flats. So we got her attention and told her we were sorry but we think we forgot to say all flats. Her immediate reaction seemed frustrating and said she don’t know if she can change it since it’s been 10 minutes sense she put the order in. Non the less she changed the order for us and we thought everything was fine. My husband decided to order one more beer while waiting on the to go order and to get her attention, he picked up his empty glass and kind of waved it at her to get her attention that he would like another beer. Well for what ever reason his waving his glass at her irritated her and she told him she couldn’t serve him anymore. We asked why and she said she didn’t feel comfortable serving him anymore and then claim to say my husband threatened her which he NEVER DID! All he was saying is WHAT DID I DO WRONG FOR U NOT TO SERVE ME ANYMORE? So where she came up with him threatening her, I have no idea. At this time I pull out my phone to start recording because I’m flabbergasted at why this bartender had it out for him or us when we are just paying customers…made a mistake on our order, asked her to fix it and he just waved his empty glass for another beer. I have never been so shocked in my life at the treatment of how this bartender made us look like we were trash and had everyone sitting at the bar (which on my recording, you see her talking to these people filling their heads with what ever she says we supposedly did to her)s taring at us as we walked out the door like we were trash and horrible people. We came in there today to have a drink, appetizer and food to go. This bartender was super unprofessional and obviously has issues in her life but don’t take them out on BWW customers. I asked the manager to look at the video to let us know what we did wrong to her cause I would be the first to apologize however, I have never personally experienced treatment like this in an establishment in the ROCKWALL area and we have been here since 2004z I often tell my husband to take me to BWW cause I love the service and atmosphere but after today, we will never be back in the ROCKWALL location as long as this bartender Chelsea that made us look like trash to all her friends at the bar. So unacceptable. I take accountability when I’m wrong and expect others to do the same. So please show me at anytime where we disrespected this bartender Chelsea and where she was supposedly threatened by my husband. So if u go to this location, make sure u don’t wave ur empty glass at Chelsea if she is bartending cause she will be offended and cut u off and when u question her, u will be accused of threatening her. I would like a callback from a manager and expect an apology for the appalling treatment of this bartender. I left him my number on the receipt and asked for a callback after he watches whatever video he says that...