Buffalo Wild Wings — Restaurant in South Hill

It had been years since we’d been to a BWW and, from what I remember, everything was great. Walked into the bar area with some high hopes and hungry bellies. Everything started out okay - ordered drinks and appetizers - but ended up taking a turn. Our food took a long time to get to the table and when it did, it came out as each dish was completed and not as a complete order for the table. We were told that corporate wanted them to do it that way because they wanted to make sure that the food didn’t get cold, but even the drinks came one at a time (2 beers, 1 Pepsi and a water). Also, my husband wanted to order a southern chicken sandwich, but was told that they were out of the breading for all fried food (6:30 on a Friday night) so he ordered a grilled southern chicken sandwich instead. When it came it did not have any coleslaw and only then were we told that they ran out of coleslaw, too. When my husband told our server about it, she mentioned that it was her first day and said that she’d bring the manager over, but the manager never showed up. After getting our wings I asked for another water - which never came - and my friend asked for a beer - which did come 3 minutes after he ordered it. Finally, after waiting approximately 10 minutes for water and being in the restaurant for at least an hour and 15 minutes (most of that time was spent waiting around) I had to call our server over from another table and tell her I wanted water, a box and my check. She snapped back “I told you it’s my first day” and took another 8 minutes to get our checks. Feeling horrible about being a jerk to the server, I apologized to her while my husband went to settle our bill in the front. At this time we were told by the manager, Brandi, that she was well aware of the complaints that we made of the food (thanks for not caring enough to come to our table) and that corporate is who told them to send out food as each dish is made and again said that it was our server’s first day (thanks for the excuses). After tonight, I’ve come to the conclusion that the management here doesn’t seem to care about its employees or its customers. While apologizing to the server for snapping at her, I told her that her manager failed her tonight - and this holds true. Brandi, you failed your new...

I posted this on Yelp and did not receive a response. Please read my Super Bowl Sunday experience.

So, I will leave a short review. I ordered at 3 PM. I was told it would be 15 minutes. I arrived a little late at 3:30. There was no plan with the front staff. I waited in the unadvertised pre-paid line for 10 minutes. Then I asked if I was in the correct line (nobody to ask which is why it took 10 minutes). I left the pre-paid line and went to the desk to pay for my order. I had to re-enter the pre-paid line for another 20 minutes. My name was then put on a list with my phone number (the same information they already had). This means my order was never started. After waiting another 10 minutes I approached the front of the line to ask the young guy with two names of paper lists and numbers if my order was ready. Guess what, he didn't have the list with my name on it. That means my order still was not started.

Insert frustration.

Then a sassy waitress approached me and asked if I needed something. I replied, "I have waited for an hour and would like my food. I was told it would be 15 minutes ". The waitress then suggested I wait in my car and they'll call me when its ready. I replied, "I'm not leaving until I get food". Then she rolled the eyes and got the manager, Jason. Jason asked me what my issue was. I repeated the hour wait, lack of food issue. I explained to Jason that I was told my food would be ready in 15 minutes when I called my order in. Jason's response, "I don't believe anyone here would tell you 15 minutes when its and hour or an hour and a half".

Yup, Jason called out my integrity. As a 19 year active duty member in the Air Force I promise you Jason, my integrity is not lacking. Jason eventually handed me my food and said nothing. A simple, hey we should have told you it would be an hour or more would have been acceptable. By not saying anything, Jason said a lot.

I will be following up tomorrow. As of now the South Hill BWW has lost a customer of many years. I can deal with the poor communication on Super Bowl Sunday. I can deal with young kids working beyond their normal requirements. I cannot approve of the management and their handling of customers.

If you think this is a one-off experience, sort by newest review and you will...

**Updated new review Just a warning that this location has gonna viral. My 10 year old requested this place for his birthday lunch request. We walked into an empty restaurant with qr codes on the tables. Apparently the new way is to scan, order your food, drinks, apps, etc and someone will bring it from the back. There was one wait staff and counted 6 tables covered in food and dishes that were never touched our entire one hour lunch. I recommend going online and looking over everything because there was no one to ask questions or wait the table. Maybe it's just me but I feel like I went to use their tables and get an Uber eats experience. Unfortunately the atmosphere and cleanliness is not that impressive that is makes it worth the experience. It's like a grocery store self checkout line for a restaurant. And to be honest, your wait staff makes half of the experience but it's gone here. I get it, underpaid, under tipped (not from us, ever) and a company that decided to let the internet be the human to save the stress but we are not fans. Pay your workers more, help them provide for themselves and their families instead of eliminating jobs. Also...big shocker was the $1.00 charge per a tiny cup of blue cheese, so for our three orders they have us two blue cheese each set so it tagged on another $6. Ranch is still free so win for the ranchers. I'm scared to know how much carrots and celery cost as an add on. We have officially cut this chain out of our family dinner adventures sadly.

6/2022 Graduation today for four local high schools, one of which was our son's. We had already been to a restaurant that treated us like we were an inconvenience even though we attempted to call ahead and use their service for everyone's easy flow and the whole trip in was horrible so we left. Walked in already jaded, was told immediately they had one server on because of a huge call in, they apologized (not necessary) and seated us under 15 minutes. Waitress Dylana was patient, fun, fast, attentive even when overwhelmed and although the wing sauce game needs to be nailed down in the kitchen, the trip in was something my son deserved, I wish we would have started here. Thank you for being honest, kind, receptive...