Buffalo Wild Wings — Restaurant in San Antonio

My party started out a total of 10, I was told that we would not be seated until everyone arrived. Then, changes happened and my party turned into 6. When my guests arrived, we were seated. About 15 mins later, things changed again and my 4 family members could make it after all. We explained what happened to our waitress who was very understanding and didn't see a problem with seating our 4 family members at a booth nearest to us. The establishment was not packed and there were plenty of seats available at this point. When my 4 family members arrived, they were told that they this establishment does not "hold" tables and that they had to wait until the waitresses rotation for that section, whatever that means. The person that told them this was Carmen the manager. If they wanted to be seated promptly, they would be put in a section of the next waitress up for tables. Our waitress was very willing to pick up an extra table and work it out with the others. I went to talk to the manager and at this point there were about 5 other girls standing with her, another hostess and other servers I guess. I nicely explained what happened and very nicely asked if they could accommodate us this once since our waitress was more than willing to pick up the table, I explained we were celebrating my neices scholarship in a time of sadness with recent death in the family. "Carmen' sarcastically gave her congratulations in an undertone. She said that she could not seat them now because if she did this for us, "they" would know. I'm thinking customers and replied with, "How would anyone know"?. She said the staff would know pointing to the 5 waitresses standing around listening. Our waitress spoke up with an idea that she could talk to the other waitress and even offered to give up a table. Whatever system "Carmen" is running sounds ridiculous! I let the manager know that I've never experienced something like this within A buffalo wild wings and I mentioned the location at Southpark. She immediately provided information that she was trained over there and that they would never seat parties of 8 or more. All with that happy go lucky sarcastic undertone. In the end, my 4 family members sat in the waiting area and waited while we ate until "Carmen the manager said it was OK for them to join us. If we had not already gotten appetizers and ordered, we would have left. The lack of accomodation, compassion and willingness to provide great customer service to a paying customer(s) needs to be evaluated. Maybe Carmen needs to visit the Southpark location again for some training in customer service. I will never step foot into this location again. * got a response from the "owner" but must be a bit because the link I was told to visit to "make it right"...

After the experience I had, I would be remiss if I didn't state that this is not always the experience BWW goer's have. Never the less, to not vocalize this would be dishonest to myself and allow this restaurant to go without necessary accountability.

On National Wing Tuesday I went in to get an order for lunch at the bar, (choosing often to go to the bar instead of wait to be tabled), and got in around Noon. At the time of arrival and placing my lunch order, the rest of the bar counter top area was empty with only scattered patrons in the bar area. After placing my order, a surge of new customers came in .

That lucky feeling of "thank goodness I got my order in" washed over me as i patiently waited. After the other patrons had ordered it was roughly 12:35-12:40. And by 12:45, a full 45 mins from my initial arrival and mere 10mins max from when this surge occurred, the wait staff brought out one singular meal.

And much to my dismay, it was NOT mine.

The patrons on my right who had arrived a mere 10 mins max ago were being served and excited to eat their meal while i contemplated the level of disregard I felt as another customer. one who had seen most of his lunch hour slip away into the absent void.

At which point I got up, informed the shift leader at the front of the house of my dismay, and left promptly to have wings at their competitors establishment. As I would encourage anyone else to do in my circumstances.

To conclude: in all honesty, I felt my time was not respected as a patron and that the mindless act of serving new patrons before me while I had sat patiently and kind to all I interacted with was very telling. I had been forgotten, or perhaps was not a priority to begin with. In the mind of all customers is an internal clock of how long is reasonable to wait for their meal. Not only had my well reasonable clock expired, but then to see that they can host expediency and focus for another customer continued to disappoint me. All leading to my swift and very frustrated exit.

I will have to enjoy my National Wing Day elsewhere. Perhaps, where my time and patronage will be respected.

With...

I have been meaning to share my negative experience at this restaurant for some time now, it was over a year ago since I last visited this location and it's been on purpose that I haven't been back. I am too busy to write reviews but I had to share my experience mainly because of my interaction with the assistant manager, Christian, I believe was his name. My wife and I placed an order over the phone for some wings and a salad. When I arrived to pick up our order they notified me that they were out of the type of salad my wife ordered. I asked why we weren't notified prior to arriving, he had no answer, just shrugged his shoulders. He offered to make us another item off the menu for equal or lesser value which is really no big deal accept now that half my order was ready and would get cold while I waited for the new order to be placed and made. He told me it wasn't a big deal that my food would sit in a warmer while the other food was made but I disagree. He was curt and dismissive the entire time, it was very off putting. I own a small business, so I have a different point of view on customer experience. it really means a lot to me and for me to offer a positive experience to my customers, so I expect the same when I am the customer. Christian is one of the guys on a team that you look at and say, "he just doesn't get it." To conclude our interaction, he offered me a discount on my next visit but that it had to be a dine in only because in his words, 'we would be likely to order more.' I only can assume he meant that he could charge us more, but I can only speculate. When I told him my experience was subpar and that I passed up other wing spots on the way to BWW he told me, 'Buffalo Wild Wings was a big company and I was only one customer and not that important in the bigger picture.' Because of this experience with Christian, not only have I not visited this location, but I also haven't...