Buffalo Wild Wings — Restaurant in Savage

Per Kelly the store manager's request, I am submitting a complaint. Easily the worst customer service I have ever had in my entire life. I ordered online yesterday evening for my family. I went to pick up our food and as usual, waited in the takeout area for 10-15 minutes before anyone came back out to the counter (kind of annoying because there is always a long wait before anyone even greets you, but really not a big enough deal to not order from this location, it just comes as an expectation of the service now). There was another guest standing off to the side of the counter and waiting as well, so I politely asked her if she had been helped, she said "yes." So we both waited and then the checkout lady came back out. I was up at the counter and she completely ignored my presence. No, "hello, I'll be right with you." No, eye contact acknowledging that I'm literally standing at the counter, nothing. She spoke to the other woman about an issue with her order, something about a particular sauce not being available that day. So the guest said "let me call my boyfriend and ask him what he wants." So she called him and was talking on her phone, and the checkout lady just stood there and waited, still not acknowledging that I'm even standing there. So I politely said, "could I please grab my order? My name is Adam and I see my bag right there." (Thinking that was ok to ask since the other guest was talking on her phone and the checkout lady had still not acknowledged me and was just standing and waiting for the other woman to talk on the phone). Still, the checkout lady did not say anything to me, just gave me a look of death that I had asked that question. The other guest finished her phone call, and then advised the checkout lady what type of sauce her boyfriend wanted. The checkout lady typed that into the computer, turned and grabbed my food, and literally just slammed it down on the counter in front of me. (not even exaggerating, there was a ranch cup that had cracked open inside the bag, which I assume was from it hitting the counter). She turned and then stormed towards the kitchen door, to which I said "thank you, I appreciate it" (yes, louder than normal as to make a point that she said nothing to me whatsoever). I left the store baffled as to how poor the customer service was, and how rude the checkout lady was. I was just going to leave, I'm not one to complain, I just move on. But because of how rude she was, I walked back in and went to the checkout counter. There was a different girl at the takeout counter and I asked to talk to a manager. To my surprise, the original checkout lady was the actual manager. Kelly at the Savage BWW location, worst customer service I have ever experienced...ever. I told her, "wow, you are the manager? I can't believe the manager would be that rude to a customer." Her response "my name is Kelly, you can file a complaint." And she turned her name tag toward me as if to be even ruder like I could not see it. So I said "Ok, I will do that." She turned away and stormed back into the kitchen. I turned to the other guest and said "what just happened?". She looked as baffled at the customer service as I did. I will not be going back ever again. They lost a regular customer based solely on Kelly's attitude and complete lack of appreciation towards her guests. It was not JUST poor service, it was actually rude service. Without saying it, basically I felt as though I should get the F out...

A frustrating and confusing experience. At 5 pm Tuesday a coworker and I went to the Savage MN Buffalo Wild Wings for happy hour and appetizers. I asked the waitress about happy hour specials on beers and apps. Was told discounted beers but no app specials. Ordered two 16 ounce tap beers and Nachos with upgraded chicken. Beers came as did the nachos but with no chicken. We each ordered a second beer but were told by our waitress happy hour prices were only good on the first beer the rest are at normal prices? We thought it was an April Fools joke but she said that’s the policy. With frustration we ordered two more 16 ounce beers. When our bill came, I asked why my Bud was higher priced than the Coors, she said all of their beers are different prices even though they are all domestic. She then said we should have just ordered the 20 ounce beers as those would have been cheaper than the 16 ounce and are always on special. We asked why she didn’t mention that in the first place especially when we had asked about happy hour specials, she knew we were clearly frustrated about the happy hour BS. I gave her a Buffalo Wild Wings gift card. She told us that if we didn’t go online before arriving and register it to the Savage MN Buffalo Wild Wings, their machine probably wouldn’t accept it. We told her it says right on the card to use as cash or credit. I gave her my credit card with the gift card assuming she would use the gift card and the balance would go on my credit card. She came back and said the gift card wouldn’t run because it wasn’t registered to the Savage restaurant. I asked her to split the bill on two credit cards. She said she couldn’t as she already put the full amount on my card.

Bottom line, why go to a happy hour that only allows one drink at happy hour prices? Why didn’t she suggest the cheaper 20 ounce beers when we asked about the happy hour specials? What happened to the chicken on our nachos? Why would I have to register my Buffalo Wild Wings gift card to the Savage Minnesota store before using it and how would I have known it had to be registered?

My coworkers and I go to a lot of happy hours after work, we all understand when happy hour specials start and when they end so we order our drinks accordingly. Never has any of us ever seen bar or restaurant that limits specials to a single drink!

Needless to say, I found no incentive to ever return to the Savage location or to any BW’s for that matter. Happy hours are suppose to be happy and fun, not over priced, confusing and...

Just had the worst dining experience ever at Buffalo Wild Wings in Savage last night. Now I don’t like singling out a local business, but in this case I have to speak out. I should start by pointing out that I used to be part owner of the Buffalo Wild Wings (then BW-3) in Mankato, and as a former franchisee (our partnership was instrumental in bringing BW-3 to Minnesota) I feel more connected to this operation than most. First of all was the manager. After making reservations by phone an hour ahead of time (we were told we had to) we arrived and the manager, who was the lowest energy person in the building, proceeded to seat groups only by the order we entered the building, with 2 groups ahead of us with NO reservations needing to be seated before we could be helped. This even after we, and another group ahead of us told him we had reservations. It didn’t matter as the manager SLOWLY walked around (avoiding us) and wiped down tables with sanitizer. Anyway, after finally getting seated we were told by our waitress that they have a “new system for bring food out of the kitchen”. Our table would not be served all at once (3 of us) but rather meals would come out as they are ready so “they are fresh”. Sounds great, BUT my wife and daughters meals, a salad and a wrap, came out in 10 minutes. MY order, 12 wings (this is a wing place right?) took another 40 MINUTES! Are you frikken kidding me? The waitress kept apologizing but even after Steph and Arie were done eating I had to wait another 20 minutes just to get my food! (Wings take 5 minutes in the deep fryer BTW) Keep in mind - they are only operating at 50% capacity too! I finally asked to speak to the manager, and after explaining that I understood them wanting to serve fresh meals, EVERY OTHER RESTAURANT seems to be able to accomplish serving everyone together, and that it takes kitchen management to accomplish that (don’t make the salad 45 minutes ahead of time). I also told him about my background with the franchise, to which he just shrugged his shoulders and said “that’s the way we’re doing things now”. He did offer to comp my meal only because I asked, but then walked away with no further discussion wanted by him. I would’ve fired him on the spot if that was my restaurant. They’ve had 3 months off to figure out how to get customers back in their building, and THIS is the result? We will NOT be back there...