Buffalo Wild Wings — Restaurant in South Carolina

My husband & I arrived at the Cane Bay Buffalo before 7pm last night (Fri 12/06/24). At that time the place was busy but the hostess told us it would be about a 10-15 minute wait & we were seated within that timeframe. Our waitress Hailey came to great us & told us the CO2 tank was not working so we each ordered a bottle of beer. We then placed an order of mozzarella sticks. Whiet we waited, Hailey came & took our order - I ordered 6 boneless wings w/fries & my husband ordered the wing combo w/fries. We receive the appetizer & Hailey comes by & asked if we would like another beer which we didn't & that was the last communication she had w/us. At this point we've been waiting an hour now for food & the rush in the restaurant had definetly calmed down. We noticed that the 2 tables sat after us received their food so I went up to Hailey & asked if she could check on the status of our food. She walked into the kitchen, walked past us w/silverware & never spoke to us or gave us any update. Now we've been in Buffalo for almost an hour & 15 minutes so my husband stopped the manager (a young, petite brunette) & told her the situation & that we would pay for our beer & appetizer but to cancel our food order so we can leave. At this point, it seems pretty obvious that our waitress never put in our food order. The manager went over to our waitress Hailey, had a conversation, but never came back to us to apologize, give us sometype of update - nothing! Which as a manager, I would have expected something more from her. She never even walked past us again & we were seated right next to the bar. This manager obviously needs more training. Hailey finally arrives back at our table with our bill of $13.72 for the 2 beers & appetizer. You would think they would have said don't worry about it or gave a discount, but no! I asked Hailey what time did our ticket go in & she state dthat she didn't know but she believed that my food was ready but was waiting for the wing combo. Probably at that point she was waiting for the combo because she never put in our ticket. So I asked again what time did my ticket go in & Hailey stated she would go find out, but never came back, which let's be honest, we knew she wouldn't. My husband paid the bill & when we got in the car it was exactly 8:30PM. We were probably in Buffalo for about an hour and 40 minutes & never received our wings & fries. This is Buffalo Wild Wings - the word is in your name! We've been in Buffalo times before where staffing is short, the food is cold, but this was incredibly ridiculous & between the waitress & poor management, neither were communicative or trying to rectify the situation. This location continues to go downhill. Don't waste your...

The young girl that was our server, Jessica M, we have had her previously twice this month. I noticed that the last two times I thought she was ringing us up for more shots than we took but I never kept track before so obviously I couldn't say anything about it. Whenever I went in there yesterday and saw that she was our server, I knew to keep track this time. At the end of the night I had 8 shots on my tracker and whenever she gave us the check, sure enough she had 9 shots. Where her mistake happened was two of us at the table ordered the first shot at the same time and whenever she brought us our shot, the third guest at the table ordered his so she charged everybody for another shot instead of just charging him for his fist one. So after her printing out the receipt of when she rang it up, she was making a big deal about "there's just no way it could be possible" even after we showed her that the first two shots are only 10 minutes part but the rest of the shots are consecutively 20-25 minutes apart. Then after going back-and-forth, she puts the new receipt on the table of BWW comping the shot we never took & said, "here, just don't worry about it." Well it's your mistake that you have made before so now it's becoming an issue. But that's not even the biggest issue. The biggest issue is one of the guest at the table had a piece of GLASS in his shot glass. Took his shot & spit out a piece of glass of the table. I assumed it was ice at first but clearly after a few seconds we realized that it was glass. So we call the waitress over & she just looked at it & said, "oh no" & stood there. So we asked for the manager to write an incident report. After this he never returned to our table to check on us or anything. However, the waitress did laugh when she brought us the next shot and said, "There wasn't any glass in this one, was there?" because apparently it was funny that there was glass it the previous shot. We told the waitress we didn't feel like he should have to pay for his considering there was a PIECE OF GLASS in his shot! So whenever the manager, Jason Smith, comes over there he said verbatim, "No, he is paying for his check, we cannot comp alcohol. Mistakes happen." Well that's a lie considering he already did comp the shot we never took. One of the guest at the table replied to the manager by saying, "Well it's illegal for you to have glass in your shot" then the manager said "Well it's illegal for us to discount alcohol." Just the rudest, most...

On June 18th at 7:09pm my family and friends placed an order totaling $78.90 that was supposed to be ready at 8pm at 117 North Creek Dr Unit A, Summerville, SC. When my pregnant wife and her friend went to pick it up they said they do not have the order in the system. Then someone came back 5 minutes later and handed her a bag with 2 items in it. Mind you we had 6 items. Then they took it bag and took a picture of her order. After 10 minutes someone else came back and asked what she had. Another 15 minutes go by and nobody has come back. At this point she was frustrated and left. The next day I went there and spoke with the GM Aaron. Not once did he apologize but rather came up with excuses. Stated they were out of boneless wings and 86’d them. Claiming that is why the rest of our order didn’t come through on their end. Now I know I’m the past when I have ordered online it tells you when something is out of stock. Then he proceeds to tell me he can not process a refund until the payment post on my account and stated the charge should adjust to the 2 items they did not 86. Approximately $26. Well he was wrong and I was charged the full 78.90. Which leads me to believe he was being dishonest about the items being 86’d especially since I was able to place the order. I had to return a few days later and again no apology for the inconvenience and wasting my time. The manager had to call him because he was not there and they offered me a gift card in the equal amount or a refund that he said would take up to 5-7 business days. I love Buffalo Wild Wings but this location has terrible service and yet I have returned multiple times. I understand the restaurant business is tough as I have worked in it but there is a way to handle things and this is far from it. I’m extremely disappointed in how this was handled. Please rectify this and change my mind. I will be sharing this experience with everyone I know in Cane Bay which is an extremely large amount of people and business that comes to this location. When I lived in FL I NEVER had a bad experience at the Buffalo Wild Wings and I would frequent 2 locations. That speaks volume for...