Buffalo Wild Wings — Restaurant in Saugus

Horrendously bad!

The waitress was polite and friendly but the service was very slow and it was frequently very difficult to find her during our "meal". However, the bad review I'm giving them is really due to the food quality and dining experience.

I have eaten here in the past and it has been good (not great ) but they have REALLY slipped. The food was pretty horrific and the experience was poor at best.

To start, we got the appetizer sampler platter.  The nachos were soggy, chili looked and tasted like it came from a can, and the cheese was practically non-existent. The honey mustard boneless chicken was almost inedible.  The sauce tasted horrible and the chicken was overcooked.  Also, one of the carrots on the tray of carrots, celery and dressing was rotten (with black squishy spot).

On to the main course...

I got the buffalo mac and cheese which, being at a restaurant with the word "buffalo" in its name, you might expect it to be really good... or at least worth mentioning (for a good reason) but this was not the case.  The mac and cheese part of it was ok at best with the exception of a hard piece that made me question whether I broke a tooth.  The chicken consisted of sliced up, extremely overcooked chicken fingers with buffalo sauce poured over them afterward. The sauce wasn't even hot (temperature). So I'm pretty sure the just poured it over the top at the last minute before it came out. I really would expect more from a place that specializes in Buffalo Wings! I can actually get as good and better from the freezer section at the supermarket.

My son ordered the All American burger. His fries were overcooked and bland and his burger and roll were so greasy that, after 3 bites, he didn't want to finish it. Let me point out that, he loves burgers and orders them most times we're at a restaurant together and I've never seen him encounter a burger he was unwilling to eat before.

My wife ordered a chicken wrap. It was extremely dry and contained very little chicken. Her fries were also terrible just like my son's.

My other son ordered boneless buffalo wings and fries. Obviously, no surprise, the fries were the same. His buffalo wings were ok flavor-wise but also slightly overcooked like the rest of the chicken we had.

In addition to the horrible food, the experience left a lot to be desired as well. We received our appetizer sampler platter on a cooking sheet and were not provided with any plate or additional napkins - we each had the one tiny napkin that our silverware was wrapped in. Considering that there was a great deal of finger food involved, it seemed like it should have been a given... well, at least to us.

As if all that wasn't strange enough, everything but my mac and cheese, including the appetizers, were brought out on cooking sheets and no plates were provided or offered. It created a very strange/unpleasant eating experience and quickly led to a very cluttered table.

I strongly urge avoiding this place. We definitely will not...

Summary: Silverware that fell on the floor was picked up and wrapped to be given to a customer without being washed. Was ignored when we arrived and while we were there. While the food is good, that does not make up for the awful experience and how they treat customers.

I'd like to recount my experience at the Buffalo Wild Wings in Saugus, MA on 6/29/2018 at approximately 10:45PM to 11:45PM. (Slow night - place was dead)

This was my first time at the Saugus location (though not my first Buffalo Wild Wings visit) and I was extremely dissatisfied not with the food, but with the remainder of the experience.

When myself, along with my two guests, entered the restaurant, we were seated almost immediately. I say almost because the host was sitting behind signage that blocked our view of her and her view of us - so we had to walk in as if we were going to seat ourselves before we were greeted.

Upon being seated, we were ignored for about 12 minutes. I know the time because after 5 minutes, I begun a timer on my phone. The reason I had begun the time was not just because of the fact that we went 5 minutes without even a server coming by to say something, but because there were four servers next to our table wrapping silverware, another server walking around on the floor, and the manager who passed us 4 times in the span of those 12 minutes without taking a second to wonder why we had been sitting there without drinks and looking around aimlessly.

Finally a server did arrive. The server took our orders, however when she brought out the orders made the comment "I didn't remember what dressings you wanted on the side, so I just threw in one of each." Wish she had wrote them down, because one of our guests was shorted ranch dressing and instead had blue cheese but didn't want to say anything because she didn't want to bother the server.

When one of my guests went to the bar, she was ignored by the bartender who passed her three times before acknowledging her.

At the end of the visit, as we were paying the check, we were disgusted to see what I hope, is the practice of just one server and not the whole restaurant. The servers who were (still) wrapping silverware, had dropped some on the floor. Rather than discarding the now dirty silverware, she simply threw it in the wrapping and with the rest of the wrapped silverware to be used by an unknowing guest.

I personally am in the business, and while again the food met my expectations, the overall experience was extremely dissatisfying. I know BWW is capable of so much more, because I have been to other ones - very sad...

This BWW is the most inconsistent place I have ever been. Some days it's decent and then other days, it's just outright the worst service I could ever imagine. Last time I went, I placed an order online 40 minutes ahead of pick up. I show up to pick up my food and there's a huge line with absolutely no staff at the front. When staff finally did show up, it was some manager just screaming to herself and her wait staff about how they're not taking any more walk-ins, take-outs, or online orders. The restaurant is empty keep in mind. The staff proceeds to ignore everyone in line for about 10 minutes. No acknowledgement, no "just a moment please." Literally nothing. When the waitstaff does start helping people, he told the guy in front of me that his online order was not fulfilled and won't be because they ran out of take-out boxes and that they'd give people refunds. Found it the same thing happened to my order from 40 MINUTES AGO. I even called right after I placed the order to adjust something and the man who answered the phone did not mention ANYTHING about take-out orders not being able to be done. How does it take longer than 40 minutes to figure out you don't have any more take out boxes? The management here is literally so awful, you'd think it was run by monkeys. The very least they could've done was call the customers who placed orders and tell them they couldn't do their orders but no. They waited for everyone to show up and offer a refund.

Just to kick off how horrible this place is, on one of their bad days, I ordered just 10 wings to go and came home and there was one single wing in the box. What a joke.

If you want good wings and drinks, go to Hooters, it's literally one...