Buffalo Wild Wings — Restaurant in Troy

We went to this location on a Saturday night and sat at the bar. Have to say that our experience was the worst experiences that we have had at a BW3. First - I asked for a beer that was listed on the draft menu and was told that they didn't have it. No follow-up from the bartender on what replaced it or a recommendation (I'm a IPA fan and they had several on the menu). I noticed on one of their TV's that showed that location's draft beer selections that they listed another beer that wasn't currently on tap. I can understand the printed menu being out of date - but not the TV list. We ordered the nachos appetizer and requested the sour cream on the side. It took almost 20 minutes for it to come out (we were at the point that we thought the same bartender had forgot to put in our order) and when it did - they had put sour cream on them. We pointed that out to the bartender and her response was that she was tired of yelling at the kitchen for their mistakes and that they had been backed up all night which was why it took so long for the food to come out. In looking around - the location wasn't packed. Several times - my wife's beer would be empty for several minutes before anyone would ask her about getting her another. At one point - she waited for over 10 minutes - while someone else at the bar (we believe was an employee or ex-employee) was getting a new beer before his was even done. The Asian Zing that we got on our wings was too heavy - the hottest that we've ever had (that is our standard order) and we asked for double celery and blue cheese. I didn't realize that double was 1 blue cheese and 6 celery sticks. Also had to ask for plate (got 2 metal pans) and napkins since they weren't provided when we ordered (never saw any silverware either). After the wings - my wife ordered the ice cream - and based on the description of the menu - thought that it would be topped with several different items. Instead - we got a small bowl of vanilla ice cream - with 1 spoon. There were 3 bartenders working - but they were also covering the bar area so it seemed like a crazy fire drill going on with them running all over the place. I'd recommend having 1 bartender "work the bar" - and support the other two. This is the first time in years that I didn't tip at least 20% on the entire ticket due to this experience. I'd also recommend that you have the General Manager (Jordan) stop popping behind the bar to socialize and listen to bartenders and wait staff complain about things and maybe ask a guest or two on how...

If you’re a Blazin’ Rewards member, don’t expect to redeem your points at the this location. This is not the second, but THIRD time we’ve had issues using coupons here. I even spoke to the waitress BEFORE ordering this time to make sure it wasn’t going to be an issue and she assured me it would not, but once we finished eating is when they decided to play the “our rewards system isn’t working” card and trying to tell us that we could only use the rewards as an online order when it clearly stated “dine in” on the redemption. Spoke with a manager and then the general manager also. The general manager was extremely rude and unhelpful. I ended up having to place a to-go order online for the same exact food we had just eaten just to redeem my reward. We were then presented with another receipt that still wasn’t correct, but decided to just pay it and leave because it wasn’t worth the time to argue. I’ve never had issues using my rewards anywhere but the Troy location and I honestly don’t get it. If you are not going to honor the coupons/rewards, then just clearly state that upfront or at least train your staff better. Our waitress also insisted I provide my credit card BEFORE getting an actual total of what I’d owe. They wanted to run my card before telling me how much they were taking off. I politely refused and that’s when management came over. Food was okay, but we had to request items numerous times that we ordered. Sauces were incorrect, and one person’s food was brought out 5-10 minutes earlier than the rest of our food. Needless to say, I think we’ll just take the trip to Huber and dine there instead. Their staff knows our order when we walk in the door, we’ve never had issues with rewards there, and their employees are trained to take good care of the customers that create the revenue to pay...

Customer service doesn’t fail at the counter—it fails in leadership. Buffalo Wild Wings – Troy, OH If I could give 0 stars, I would. I ordered lunch online for my husband and me after church. Ordering through the app was simple, but everything fell apart when I arrived for pickup. I got there just two minutes early. The “To Go” clerk eventually came over, gave me my bag, and walked off without checking the order. When I noticed our strawberry lemonades were missing, she looked confused, left for 7–8 minutes, and came back saying the bartender was making them. Another 7 minutes passed before she returned again with the same excuse. Meanwhile, my food sat on the counter—two burgers, fries, and a warm cookie skillet with ice cream—getting cold and melting. When the drinks finally came, I politely asked to speak with a manager. The manager walked up, didn’t greet me, and offered no apology. Instead, she said there was nothing she could do because they only had one bartender. I explained that my food was now cold and dessert melted, but she simply repeated, “There’s nothing I can do. You already paid online.” That response was shocking. A manager should never dismiss a customer that way. Even a simple “I’m sorry” would have shown empathy. She could have offered to recook the food, replace the dessert, or find some other way to make it right. Instead, she chose to do nothing. This wasn’t about waiting for drinks—it was about the lack of care, accountability, and respect for the customer. When management shows no empathy, it sets the tone for the entire staff. Sadly, this experience left me with cold food, melted dessert, and no desire to return. Customer service shouldn’t be a dying art, but at this location, it...