Buffalo Wild Wings 'GO' — Restaurant in Sandy Springs

My roommates and I ordered online on Superbowl Sunday and realized we’d ordered boneless wings instead of traditional by mistake. We realized the mistake immediately and attempted to call the store to ask them if we could modify the order and pay the difference on pickup. We called the store no less than 8 times and no one picked up. Given that it was Superbowl Sunday, we decided to go up to the store to speak to them in person because all of us have a history in food service and we know how busy nights go. When we got to the restaurant, we asked about changing the order and the manager of this BWW responded rudely and was openly condescending. We asked if we could just cancel the order and place a new one given that it was our mistake and the manager said we could and it would be a 24 hour period before a refund would be issued. That was no problem so we canceled the order and placed the new one and waited for the order to come out. We received the order and checked the receipt to ensure it was the correct one, not the one that had been canceled. We brought the food home and realized we were missing an order of fries, an order of fried pickles, and almost all of the food was ice cold. This was frustrating but not unforgivable because again, extremely busy night of the year for them, and mistakes happen. We brought the food back and asked for the food we were missing from our order. Nothing was done about the cold food but it wasn’t that big of a deal, we could microwave it. The issue is that now, the manager is claiming we took both orders and is refusing to offer a refund for the canceled order. She claims that “every person in the restaurant” saw us walk out with two bags. This is simply untrue. The first order was allegedly canceled and we only received the second order, AND it was incorrect so we had to bring it back. I’m confused as to how every person saw something that didn’t happen especially considering what a struggle it was to get the attention of the staff in the restaurant in the first place. I don’t appreciate the fact that the manager accused us of lying and attempting to steal food when neither of those things happened. The manager is refusing to offer a refund on the basis of us receiving food that we never did. This wasn’t a small order, it was $100 worth of food. The way this situation has been handled on the part of the restaurant is beyond unprofessional. We won’t be ordering from this location again if this doesn’t...

Lesson learned, pay with cash from now on. We now live in a society where a business can be ineffective, take your money, and not give you the food you paid for...after leaving hospital, decided not to cook and grab burger instead. Ordered on the app, waited 30 minutes, walk in looking for order, Karima manager tells me they are out of burgers and have been for some time now. I asked since I have ordered before when she messed up a previous order, why didn't she just call me to let me know, especially when they were not at all busy, she had no response. But then offered a gift card redeemable for food at a later date. I said I wanted a refund, she could have opened the register and given me my money to keep me as a customer and show some Accountability for not making it clear what items they were out of, but instead she says her register won't allow her to process a refund until the next day, and to add insult to injury she says and even then it will take 7-10business days to go back on the card. She says she will call me in the morning to confirm the refund. That never happened, no phone call/email was received Friday. On Saturday, I call to ask about the refund with an employee named Karina. She begins to explain that it's the weekend and that it takes 5-7business days to even see a refund amd if she just did it, I haven't given it enough time. KARINA also condescendingly says she doesn't know what time Karima will be in, she only knows it will be later. This is the third time they have messed up an order and the owner asked me to give them another chance, if you are reading this entire recap, you will note that not once did any of them say "we apologize for inconvenience." Or even better, open the register and give me my money back....

Terrible customer service. Made an online order and the app had a glitch making my order pickup instead of delivery so I had to order through grubhub instead. I was still charged by the store but told i could get a refund because the food had not been prepared yet & thats when i was advised to order through grubhub instead. When called about my refund request the manager Shaniqua had the worst attitude ever. Was extremely rude and refused to give me my money back because "the app worked fine for her". So I paid for two meals for no reason and just got one. If i knew they would refuse to give me my money back I would have given it to someone who needed it or not have ordered a second one via grubhub. People work hard for their money and it is unfair to treat them a way just because you feel like it. The workers even told her my first order was cancelled and never prepared but she refused to give a refund. As a long going BWW customer I probably won't return, definitely not to this location. With that type of customer service they should go out of business. Was going to have them cater a few events I had for the end of this year and next year, but I will gladly spend my money...