Buffalo Wild Wings — Restaurant in Sanford

After today, I doubt I'll ever order from this location again. I sent a Mobile Order through, paid online. I arrived 5 minutes earlier than stated Pickup Time, and walked out with my food (well, food from BWW--because the order was not complete as ordered) exactly 45 minutes after the stated pick up time. First: once completing Mobile Order BWW states to go inside and pick up food from the "Take Out Counter" yet once I arrived I discovered there is no clear directions or specific area/counter for Mobile Orders, you basically have to chase down an employee and hope they'll actually find your food.

Second: Upon entering I stood at the host counter and moments later was greeted by an employee who, after I stated that the website showed my order complete and waiting for me to pick up at the Take Out counter, said it was being bagged at that moment, and to wait there at the front area.

Third: 15 minutes later another employee who appeared to have just clocked out greeted a party who was waiting to be sat. She pointed out the magazine size sign (sitting with all the other items on counter, not standing out to be visibly read) that read to sear yourself, that they could go in and sit anywhere and that no one would seat them.

...I then asked if she could help me with my mobile order I had been waiting for, now at 20 minutes, and was supposedly ready and according to another employee was being bagged 20 minutes ago. She stated that there was no one working at that counter and I would have the best luck asking the bartender.🙄 (...website never stated that, otherwise I would have known to ask a drink specialist/bartender about my mobile order that contained absolutely no bar beverage/items).

I ultimately waited much longer to discover that BWW in Sanford, NC, has no clear directions or instructions for their staff to prepare and fulfill Mobile orders because my order was lost, and was finally found just left at the bar...no ticket, no receipt, the only way of actually knowing it was in fact my order was opening the boxes of food and confirming it was mine. I just hope I was the first and only customer to open and confirm the contents 🤔😷

When trying to confirm that I was telling the truth and in fact did pay online, they were unable to find my receipt which is when I learned some interesting (extremely odd) and absurd facts about BWW:

1. If you pay online for a mobile order, your receipt then disappears and they have absolutely no clue how to find it. That's just insane to me, and truly concerning that what I thought would save me time by paying online, actually added far more than most dine-in guests spend!

2. According to Staff, Mobile Order stated time and "tracking bar" isn't actually correct and "never shows the real time or process". (If this is so, why would this not be stated on the website?!) I could understand if they were busy and packed, but this was a Tuesday night & late in the evening. I placed the order at 9:10pm, although I didn't leave until 9:55pm, and took my first bite at 10:15pm....that's insane!!

Not once did anyone ever apologize or show compassion for the situation. It was if I was the idiot for trusting in a computer to fulfill my order.

From experience, from fast food to dine in, and even food trucks that offer Mobile Ordering, BWW has the absolute worst experience of all and I'm happy to say it was overall bad enough that I refuse to ever...

last night after work, a group of about 11 of me and my friends went to our local BWW to enjoy a couple of drinks after a rough shift. There's an understanding in this town that service at BWW is not the best, especially on Friday nights. Being one of two places open in our town, we decided to go anyway and try to enjoy ourselves. My partner and I arrived at 11:45 pm, joining the rest of the group and immediately put in our drink and food order since the waitress happened to be at the table. It took 20 mins for us to get our first round of drinks. They were brought out as the were made, not all at once. And one of our party members did not receive their drink. Keep in mind, it was 12:05 by the time the first round was served, the last call is 12:30. We notified our serves and the other server who was helping her run drinks that our friend had not yet received his drink order. They said it was on the way, they were waiting on the bartender to make the large pitcher of bud light that he ordered. Being reasonable, we decided to give it another 10 mins. It had been 30 mins since we put in our food and beverage orders, making it 12:15, 15 mins before last call, and we still had a member waiting on their FIRST drink order. I decided to try to find a manager to see if the process could be expedited. I noticed an employee on the phone at the hostess stand, approached her and asked if there was a manger on shift and if so, could she talk with me since we had been waiting 30 mins for a drink. The team member didn't show much care or regard to the conflict, said, "She's in the back helping the kitchen," and continued to talk on the phone. I went back to my table, notified the waitress AGAIN that we were still missing a drink, and was told the bartender isn't the best, she's still waiting on the drink. Time passes and 12:25 rolls around, and I notice a woman in a polo shirt walking towards our table. I raise my hand and say "Maam?" and was ignored. She walked right by our table, turned down the music and gave the last call. She was going to keep going, ignoring me signaling to her, when the person missing his drink pulled her aside. He was calm in explaining how long he had been waiting on his drink, told her what it was, and that he just wanted to have something to drink. She said she could not give him a large pitcher since it was the last call. Keep in mind he ordered his large pitcher of bud light at least 30 mins prior to this. She wasn't apologetic in any way, and would even work towards a compromise with him. Granted, at this point he did lose his temper and storm out the building. The rest of the group did stay since our food was just coming out (45 mins after being ordered). However, the manager did not make any effort to ensure the rest of the visit went well. At one point, while walking to the service stand to talk to the waitress, she rolled her eyes at our table. Dealing with bad service is one thing, but to then have to deal with a manager who doesn't care at all is another. She behaved as if she doesn't care for her job, doesn't care for the success of the location, and doesn't have integrity or...

Admittedly, this was my first trip to BWW in Sanford. I have been in other cities and states, but just had not gotten there in Sanford. As honestly as I can say it, I was not impressed with this trip. While I had no issues with the quality and taste of the food, here is my experience. We a large (20) order of wings with out food, and we asked that the wings come first. After about 5 minutes, a waiter delivered our food, but had no record of our wing order. We began to eat, and, after another 5 minutes, our server came over and said "You still don't have your wings?" She went to the kitchen, and after another 5 minutes or son, our wings came. By this time, we were finished with our food. As we began to eat the wings, I realized we did not receive a large order. After eating a few, the server came over and noticed we were done. She brought a box for our leftover wings, then retrieved our bill. After confirming that I had been charged for a large order, I pointed out to our server that we had only received a medium order. She left with the bill without saying much. She returned a few minutes later and informed us that the kitchen was cooking our additional wings. I had a couple issues with this. One, we were done eating and had already boxed our order. Two, as long as they took the first time, how long was this going to take? Three, our order contained mixed flavors. They never asked what flavor the remaining wings should be. At this point, I informed the server that I preferred to just pay for a medium order. She adjusted the bill to a medium order, for which I paid and added gratuity. I was somewhat surprised that at no point did a discount seem to cross anyone's mind. We didn't get our wings until we had finished our meal, and then the order was wrong. They were just going to make the additional wings and have me pay for them. Even when I asked to just pay for what we had gotten, there was no apology or offer of even a 10% discount, etc.. I didn't raise a fuss and was as polite as I could be throughout the entire visit. I don't feel like our wings should have been free, but after all of the issues, I just felt like they didn't really care that our experience was not...