Buffalo Wild Wings — Restaurant in Round Lake Beach

I decided to give this company another try after a previous bad experience in Gurnee. Placed a web order and paid online. Said it would be ready at 5:50pm. Got to the restaurant at 5:50 order wasn’t ready. They said 5 more minutes. I was fine with waiting five min. Well 15 min go by and 6 other to go orders have come in paid, got their food, and left. I ask the lady behind the counter how much longer, I am told 5 more min. I wait 10 more min and then was told it is being put together. 10 more min later I have been waiting 35 min total for my Togo order. At this point 14 people in and out with their food. By this point I ask to cancel my order. They tell me they can’t find it. Then claim they can’t refund me because it is a web order and paid for online. The manager walks away to see how much longer knowing I don’t want the food at this point. Comes back 5 min later with the order. Still no refund but offers a credit for the next time I visit. I ask for it in gift card form because I don’t want to visit this site if I ever decide to eat BWW again. Nope they can’t give me a gif card either. At this point I’m frustrated beyond belief and take the food and leave. When arriving at home, the order is wrong first off. Paid for cheese wedges, just got wedges. Asked for extra lettuce in the tiny wrap provided and got hardly any lettuce. The quality of the food also was of poor quality. My chicken was extremely dry, the salsa was like paste, and the chips were stale. If I didn’t ask if my wrap sauce was on the side, they would have forgotten it. The quality and service at each restraunt I go to seem to have dropped over the last 5 years. There are extreme issues with efficiency of operations and effectiveness of the quality of product and service. While waiting, I witnessed kitchen staff drop food on a counter and pick it up with their bare hands and place it on the plate which was then carried out. Expo of food obviously has effectiveness issues as Togo orders are consistently wrong. Buffalo Wild Wings needs some serious work in these areas and needs to consider taking a deep dive into how they can improve their operational design, efficiency, effectiveness, and most importantly their customer experience. The product and service are not worth the price you pay and not worth my time to wait. I see no value in their product. BWW, what is your mission statement, your values, and what is your strategy to get there? Is it...

Entered the parking lot that contained numerous snow banks pushed into parking spots. Those spots, being unavailable, had the entire parking lot in chaos. I chose to park across the street to save myself the headache of driving around and around waiting for a space to open. Walked in, was not greeted, standing there for 17 minutes I was finally able to stop a worker (which I wasn’t 100% he even worked there, no uniform, no name tag) and asked if I could pick up my order. I had called it in. He said to give him a minute. 4 people came and went with their orders. Not me. I continued to wait another 23 minutes. Not once could I identify who to speak to about my order. The phone just kept ringing and ringing with NO one attending to it. I approached a young lady who I thought might be the hostess? She slammed a tray down onto the hostess stand and stomped around me like I was in her way. I asked for a manager. “He’s not available”. What?! Who is running this place? I peeked my head around the corner into the kitchen. There were several to go orders piled on top of one another with no one tending to them. I wanted so badly to just go back there and collect my order. Standing patiently, in the same spot I had been for over half an hour, a young gentleman approached me and said “you’ve been here forever what’s the name”? I told him. He went to “check”. Came back 10 minutes later and apologized that they just started cooking my order. I honestly didn’t even know what words were going to come out of my mouth. I simply thanked him and went back to waiting. 47 minutes upon arriving I was handed my food that I called in AND prepaid for. I get it Bdubs is a happening spot. This is not the first time this has happened. I never got to speak to a manager, I never even seen one. Communication is key people. I was treated like I was lost and not in the right space. I’m very unsatisfied with the performance of this establishment. Managers, manage. I wouldn’t have minded the wait so much if I had just been told I was going to wait. The no uniform or name tag really was a trip. Like what?! I really hope they can get it together, Round Lake...

This was our usual go to place. We used to like going here for the food and atmosphere. However the last couple times we went the food wasn’t as good as it used to be. Our last visit we ordered wings on a Tuesday afternoon, hardly any customers, an almost no staff members! We waited to be seated for 10 minutes. No one at the front counter no one at the station where you normally go to get seated and NO one and I mean no one in the kitchen! We eventually sat ourselves in the bar area. The bartender came over and took our order. We were very specific and reiterated a few times that we wanted the wings well done, crispy. 45 mins later out comes wings that look small and soggy. We tried one out which happened to be a dry rub and they were crispy but the rest were soft and soggy and very pale in color. We called the waitress over and we poked a few to show her that they weren’t crispy. She said “what would you like me to do?” By this time we were pretty hungry after waiting 45 mins and now she wants me to figure it out! I said well we would like what we ordered so I guess we will eat the 10 crispy ones and have the others replaced. She took the other 20 wings and said it going to take longer since you want them crispy and took the soft wing back to the kitchen. Well needless to say the 10 wings went quickly as they have gotten very small and we had to wait an additional 35 mins. Not a good experience. It also makes me wonder what they did with all the wing that were sent back, knowing full well we had poked at them! When we were leaving we saw a bunch of employees coming out of the back, they seem to have been in a meeting with new employees as that’s what the conversation sounded like as they walked past. I won’t be going back. Which stinks because this was our Tuesday...