Buffalo Wild Wings — Restaurant in Sugar Land

Food is fine, but prices are high and service is awful. Ordered food for pickup twice now. First time I placed my order for pickup and showed up at the time I was given, and it was another 15 minute wait before I got my food. Not ridiculous, but not what you expect when the site tells you when the food will be ready.

Second time, placed my order and got my time, then intentionally showed up 10 minutes later. Disclaimer that this is on a Tuesday night, which is half price wings (the only reason I went, otherwise pricing is very high); however, there were multiple empty tables nor a line for a table, so not super busy. They have a “line,” if you can call it that; more of a loose seating arrangement for both those waiting for a table and those waiting for to-go orders. Since the line isn’t clear, I stood around the line for five minutes, being skipped by the cashier multiple times, taking others in front of me. This I gave them the benefit of the doubt on, it’s highly possible the cashier couldn’t keep track of when people arrived and when, but being that the cashier was also the manager, I’d expect better. Regardless, she calls me up, I pay for my order, and she calls for my order from the kitchen. At this point was scheduled to be ready 15 minutes ago, so I expect it to be right out, like last time.

I give it another 5 minutes (now 10 minutes after arrival, 20 minutes after scheduled) before asking about food status. The cashier that assisted me initially is with someone else, so I ask another cashier. Cashier got defensive and acted like I attacked her personally, like it was she who caused it to take a long time; verbatim, I said: “Excuse me. I placed my order for pickup at 6:20 PM and it’s now 6:40 PM, will it be out soon?” With a dirty look on her face and a tone in her voice, she replied: “Well you shouldn’t have come on a Tuesday night.” There was a bit of back-and-forth, and I was fuming, but I held my tongue. The gist: online system doesn’t actually reserve a time spot, they don’t actually start preparing your food until you get there, and Tuesdays are their “busy nights” (again, it wasn’t packed, I’ve been served quicker at busier competitors that have fewer staff), so don’t expect food any faster than 45 minutes.

Manager must have overheard and got it “rushed,” because I got my food another 10 minutes later (30 minutes after scheduled, 20 minutes after arrival). But got neither an apology from the cashier or manager, nor even a more polite food delivery or even a different cashier. They literally said my name, and “here you go,” (again, in the condescending tone) then turned around and walked away. Left in a hurry, didn’t double-check my order thoroughly, but labels were right, and I had to get to my next stop quickly; but being that they asked others if they wanted condiments, utensils, or wet naps, I assumed the second bag with napkins in it contained those items. Nope. The second bag had ranch and two napkins, that was it.

Food ended up being fairly good, but since it was cooked after I got there, it had better have been.

I give restaurants one “do-over,” one mess up is forgivable, but two in a row is not. I will definitely not be coming back to this location. Probably not even the chain, being that my friend had a very similar experience at another location on a non-peak night, at non-peak hours, at full price, albeit with a larger order… food for three people instead of one; more food sure, but not a monumental feat of culinary prowess.

B-Dubs? More like...

First time at this location and probably the last. I brought my wife and kids here to eat and watch the Texans season opener. When we walked in there was no host at the stand. A couple of servers spoke after a few minutes but it eventually took around 10 plus minutes before someone sat us. They did not appear to be busy (several tables available). As we walked to our booth the floor felt dirty. My feet were sliding on whatever was previously on the ground. I could see footprints all over the floor. As we sat we noticed the table hadn't been properly wiped. I eventually went to the restroom to grab some paper towels to wipe the table myself due to our server taking so long to greet us.

When our server finally arrived, she was friendly but maybe wasn't having her best day, I don't know. I ordered a draft Sam Adams Octoberfest along with my families drinks. She came back with the kids drinks with no straws. She also told me they didn't have the Octoberfest. So I told her I wanted reg. Sam Adams. I also asked for straws but she only had 1. She comes back and tells me they don't have the 2nd beer either and makes some excuse about it being seasonal. Ironically, Octoberfest is in season at the moment, but whatever (she should know this). So I ordered a different beer. Each trip she made took a while.

After we ordered, unfortunately it took awhile for the food as well. Like a long time. Part of my order was on my daughters tray and they forgot my son's food entirely. She apologized and it came out pretty quickly. My fries and half of my 10 piece clearly had been sitting a while. Both cold, dry and a little hard. I just asked my server for more sauce for the wings because I didn't feel like waiting on them to be remade. The food that looked fresh taste good. My beer was also very cold which was nice. Our server did take a while to change to TV in front of my wife to the Texans game. She even had the remote with her for a while as we watched her. I think she just forgot.

At no point did we see any type of manager presence around. So nothing was really being cleaned or swept around us. Casual conversation taking place at the entrance door between the serving staff. One server was walking around with his pants sagging low enough to see his underwear. Just little things. I don't really blame the severs. This clearly looked like a lack of management.

This was very unfortunate because this is a new and nice location. Someone needs to step in quick and handle management because I'm seeing a lot of similarities in...

I placed an order on the app for pick up. When I arrived I was handed the bag. After I left I realized I was missing half of the wings I'd ordered. I returned to the store and told them. After checking the item list on the bag with the contents of the bag they finally went and found the rest of them (already boxed and waiting). Since everything else in the order was accounted for, I went home. Then when I opened the hatch queso I ordered (plain, no pico) I found some kind of watery chili that may have had a little queso at the bottom. Honestly it was watery and gross. I did not want to return, so I called and the young lady that answered (the same one that had helped me in person) again had to pull up the order and check and then admitted I was right it should have been plain. I asked to speak to a manager about getting a credit since I didn't want to come back for a replacement. He decided it was a better choice to argue with me than offer a solution. First he claimed he was in the to go window and no one had come back for left out wings. I said the young lady helped me and then heard her talking to him in the background. He then argued with me that the queso comes that way, with chili. No, it's an additional add on at an added expense. He finally agreed - I'm not certain if he was making excuses or just doesn't know the menu - but said he couldn't refund it, that I'd have to wait for "the other manager" who would be there 5 hours later. So after eating part of lunch that no longer tastes as good as it should, my husband made a trip back to get a replacement queso since I'll never see that refund. At no point was I rude, I simply asked for what I'd ordered. The girl at the store was very polite, the issue was the shift manager not wanting to provide customer service follow through. I honestly had planned to go back this week to use a reward, but I don't know that I want to go back ever. We have visited in person in the recent past and had a much better service experience, so I will give them that. Just don't trust anything they package for you...