Buffalo Wild Wings — Restaurant in Southaven

The following is an honest review after having an unsettling customer experience. Outcomes hoped for: I. A cultural change from a worker-based customer service to a happy-client based customer service at the Southaven, MS location. II. Update timing estimation on app or provide client contact (automated or non-automated via text, email or call) updating patron on the status of the meal

Frustration case A: Appearance The presentation of customer service rep A was one of laziness and not prepared to receive client. Rep A was laying on the wall doing nothing, and as she saw me walk through clear glass doors, she remained on the wall. I was not greeted but received a “what can you do for us attitude” via body language. Customer service rep B was busy folding napkins, but also did not bother to greet me as I walked in.

Frustration case B: Food Service Order was placed at 7:52PM with a pickup time of 8:40PM. I sat outside the store from 7:52 till 8:33PM. To my surprise, the order was actually started at 7:59PM and completed after 4 min and 53 seconds. However, this inaccurate time caused my food to be cold, with more bad presentation (boxes soggy and torn due to condensation. Bag with condiments and vegetables torn). In addition, some wings within the box were partially sauced as given! The app says that a traditional Large will receive at least 20 wings. Yet, this was not the case once I received my wings. To make matters worse, the quality assurance sticker that is implemented to ensure all food and beverages are included as ordered was not signed or checked by anyone.

Frustration case C: Lack of Client-first customer service As a result of wings being cold, I asked for more sauce because I would have to reheat them when I got home. Reheating will cause the sauce to become dry on the wings surface. Therefore, an additional sauce is warranted. The client-first reaction would be “Let me see if we can get this approved by the manager and we will do so.” Or perhaps, “We can remake them for you if you’d like like to wait a moment.” However, I received, “It will cost you 50 cent per sauce.” Instead, I had to settle with re-saucing them, leaving me with the same issue of cold wings!

Frustration case D: Managerial Care Upon asking for the manager, to the disdain of customer service rep B, the manager was summoned. Disdain for the request was shown by simply not saying a word, and walking away while I was still trying to get the sentence out.

Toward the manager, I suggested that they call clients when their food is finished. However, she responded with, “We don’t have the time to call you. You’re more than welcome to call us to check on your order though.”

They don’t have time to call us alone is the wrong thing to say to an unsettled patron. Especially when I walk in seeing some service reps doing absolutely nothing, lying sleepily on a wall. In addition, it takes at most 2 min to call a client! If you had us call you, you’d waste more time. If the order wasn’t ready the first time we called, they would more than likely call back again, resulting in more time being taken away from your staff and the patron! Just contact us when the order is finished, or simply empathize with the client and say that they will work to better the customer service. Or simply ask what could be done to make the situation right. The claim that our satisfaction is their top priority was not held true at this location, even after expressing...

We just had the most horrible experience ever! The wait time for our food was long, even though the lobby was pretty much empty. Then our food arrived cold and sparse! Our server plunked it down in front of us unceremoniously, & roughly enough to jar the freeze-dried fries on our trays. I had to ask the waitress for hot fries, but the chicken was still lukewarm. The coleslaw looked as if someone with the worst head cold ever had sneezed into it. There were no forks, no napkins, no nothing. We had to ask her for everything we need to try and eat our meal; she had no aforethought, whatsoever. Our server kept taking the long way around our table, and when we could flag her down, she wouldn’t stay long enough for us to ask for anything. Now, mind you, this is at 2:00 P.M., on a Tuesday afternoon, so they are not even busy. The drinks took so long to come from the bar that we were practically were done eating by the time they arrived. Even after all this, I had not yet mentioned the substandard service to our waitress. Then, less than 20 minutes after we finally got our food, the waitress comes round with the check, like get hurry and get the heck out. I even had to call after her to tell her to bring some to-go boxes as well. The check, by the way was almost $100.00, which of course, I knew beforehand. Now, I don’t mind at all paying for good food and good service, but the service AND the food was trash! I was so displeased that when she came to pick up the check, I just had to tell her so, and I normally don’t even do this. She pretended to commiserate and said she would tell her manager. Which she did. Afterwards, I observed her manager power walk from the bar area where he was standing, and make a beeline towards the swinging door sanctuary of the kitchen. I guess he has dealt with enough complaints about the poor service at this location that he couldn’t even stop by the table and see what could be done to rectify the situation. I guess I should not be surprised; poor management begets poor employee morale which begets poor service. I hadn’t been to BWW in years, but now I know WHY I stopped coming! I will never, EVER, come back to this location nor any other BWW, no matter WHAT part of the country I’m in! If I could give this DUMP “0” stars I would. I could have spent a lot less money for better, hotter, wings and hotter, less petrified, French fries elsewhere. It’s a shame to drop a Benjamin and STILL be unsatisfied...

It's a shame I have to give even one star, unfortunately.

My husband called in an order at 2:49pm-almost 2 hours prior to actually being able to pick up correct order. He was told it would take about 25 minutes so he went on a quick store run beforehand to kill some time. He got there and paid around 3:07pm according to our receipt and had to wait, which was fine, initially. He went out to wait in the car for 20 minutes and went back in and the food wasn't ready yet. He then waited inside for at least another 40 minutes. They forgot various items in the order and by the time they cooked and brought those out, the other food was cold. 15 piece wing and one order of fries took over 30 more minutes. In the meantime, two or three more customers had incorrect orders they were trying to get resolved. Most of the employees had a blase' attitude and were busy talking to each other with their masks pulled down instead of acting with any sense of urgency trying to take care of the customers. No one was answering the phone that rang off the hook. Line cooks were drinking personal drinks on the line, as you could see through to the kitchen, and most weren't wearing masks. The manager finally stepped up close to 1.5 hours later and had them remake our whole order since it was cold with the exception of the fries and wings they initially didn't include. He told her that the employees weren't wearing masks or wearing them properly and her response was that they weren't required to wear them?! There has never been a time in the past 10 years we've lived here that the service was what we'd call exceptional-subpar service is actually great for this location, to be honest. As I'm typing this right after he arrived with the food at 4:45pm, the food I've been waiting for, for over 2 hours, is getting cold. We spent almost $75 at your store for this BS. So tired of the poor service here. You guys need to clean house and train everyone from the top down. The only person who deserves a gold star from this visit is the poor girl running the cash register who was running around checking on orders/taking temps, etc. She's the only one who actually tried doing her job. Shameful and absolutely ridiculous. The Regional Manager needs to be notified...