Buffalo Wild Wings — Restaurant in Salem

We went a few weeks ago and we got a table right away, it was a weekend and eight before rush time, so we went in right away, ordered our drinks and appetizers right away as soon as we sat down since we knew what we wanted. We were a group of 4, 4 drinks and Nachos as an appetizer. Took a little long getting our drinks out but we got them, we ordered our wings, the waitress was super nice. Then we waited...and waited...a group of 3 with kids sat on the booth behind us much after us. Well we kept waiting for our appetizer and nothing, the group behind us got their appetizer and then I became a little annoyed because we still hadn't got ours. Our waitress came back and apologized for the food taking a while, she said they were short staffed in the kitchen, to which I simply responded, "that's okay bit why did the table behind us get their appetizer before us when we were here at least 20 mins before them?" she looked over and the group said..."this is not ours we didn't order this..."(by this time there appetizer had been at their table at least 5-10 mins) the waitress picked up a tray of Nachos and said "I'm so sorry this is your appetizer, do you still want them?" I said "No, not really they've been sitting at another table." The group behind us said "we didn't even touch them, so if you're going to throw them away to make THEM a new one we'll just take them" to which the waitress responded "oh sure, and don't worry they'll be free of charge" and replied to us...I'll have the kitchen make you new nachos but it'll be a few minutes. I couldn't believe, needless to say the people behind us kep making comments and it was so uncomfortable, our Nachos came out with our wings which by the way they messed up on the wing flavors also but the whole situation was so uncomfortable already we literally just asked for to go boxes, packed our food and left. I don't think I'll be going back...

We’ve been longtime fans of BWW so our last experience was mostly disappointing with the exception of our server Madison and a new manager Nigel. Upon our arrival, as we waited, noticed this manager asking one of the hosts to help with bussing some tables, as it was busy but the host was argumentative, saying it wasn’t his job and he was pretty loud-the manager was very professional, gave a smile & walked away and began bussing the tables himself. We waited for about 15 minutes before being seated. After ordering, we actually waited over an hour for our food. During that time I sat & watched that same manager being pulled in different directions non stop by employees needing things but oddly enough he was consistently him carrying food out, bussing tables, talking to customers etc. our food finally arrived but was cold and the fries were horrifying. Our waitress was pretty sweet and said she’d ask the manager if he would approve a discount. Once again, the same manager came to our table, introduced himself & listened without interruption to our complaint- he gracefully apologized, smiled and made a few jokes that eased the situation & actually had our whole family cracking up. He asked for a moment and excused himself but returned quickly! This guy is a guru of customer service! He discounted our check & even gave us a gift certificate and encouraged us to give BWW another chance in the near future. The whole time he and Madison were both very pleasant, so they turned an awful experience into one of the best customer service experiences we’ve ever had. Kudos to them! It seems like the restaurant has a big staff but a only a few actually work or care anything about their customers. Do better BWW! Thanks to Madison & Nigel for a...

We arrived at 7:15 was told it would be a wait of 25 minutes. There were 4 of us.The place wasn't packed but they did have a couple large groups. We were seated at 7:45, which we expected. 10 minutes into being seated the waitress ask for our drink order. About 10 minutes later we got our drinks and she took our order. We ordered appetizers and our meal.15-20 minutes later we asked for refills on our drinks and couple minutes later we got our appetizers. So far we waited around an hour or so. In the meantime another large group was seated near us. There was another table where the customers were furious with their service , we overheard them talking. Appetizers gone and still no food. By this time it was 9-9:10 i asked our waitress what was going on, she said let me go check on your order. NOTHING! My husband asked to speak to the manager, by this time it was 9:20. The manager didnt have an answer as to why we had been there almost 2 hours. He said let me go expedite your order. EXPEDITE!!! After 2 hours!!! He said your order is being prepared now, should be a few minutes. He gave us a 25% discount and a gift card for the inconvenience. The large group next to us had about 12-14 people, mind you they have been there less then an hour. We finally got our food around 9:30-9:35. Our order was wrong our food was cold. What was Expedited!!! My grandsons wings had to be sent back twice cuz both times they were wrong and was the only thing hot. Our order must have been put aside to help the larger groups.The large group next to us received their food within an hour. Whats up with that?? They only pay attention to large groups, bigger tips? Who knows. Very disappointed and wont be going back again. Minus -10...