Buffalo Wild Wings — Restaurant in Virginia

Absolutely horrible service. We came in to dine in for a quick bite and the whole ordeal took three hours. Service was beyond slow due to servers stopping to talk and goof off with one another all over the restaurant. Two at the register right when you walk in were cackling and then several minutes later the cook from the kitchen and two other servers joined them --- that's where they remained the rest of our visit, standing around talking. Received half of our table's meal for two guests and had to wait another thirty minutes for the other half of the table to receive their meal. Other patrons sitting around us suffered from long wait times as well, constantly looking around the restaurant from their tables for their servers. Drinks from the bar also took over an hour and the bar is less than 12 feet from our table. Surrounding tables stayed covered in trash and dirty dishes, were never bussed the entire time we were there. We ate near multiple tables covered in trash that were never bussed and the server just ignored. We had the restaurant's manager come to our table so we could point out the obvious, horrible kitchen to table wait times, trash and debris on nearby tables from previous guests sitting ignored , servers "hanging out" with each other in groups instead of delivering proper customer service or servers doing anything but working. The manager didn't care, shrugged his shoulders and stated that they were "trying to open back up again" before saying, "Thank you for your input" and walking away. Dude, we're in August of 2021... y'all been open. Y'all aren't even wearing masks in here. Please. I spent over $100 on the food and drinks in here but that was a waste. Not that anyone cares because clearly the manager doesn't but we won't be back. Save your $, go somewhere else.

Update*

I was offered 1500 Blazin' Reward Points via email due to this terrible service on August 24th. I emailed them back and stated that I would rather have a refund of my $100+ meal and offered them to view proof of my transaction which garnered no response. I emailed them again August 30th asking about both my reward points they initially offered OR a refund like I had originally wanted and still no response to this day. I still have the emails in my inbox along with their lack of response to address the situation along with their lack of accountability. Save your time, energy and most importantly your money folks. This entire experience from beginning to end is about to put a foul taste in my mouth for the entire Buffalo Wild Wing franchise and I may thankfully never be taken for a ride again (via online or otherwise) at such an establishment with poor service the ENTIRE way around. Explain to me how one restaurant can have poor customer service, lack of professionalism and almost no sanitation...and then their online "Guest Services" Market Force enacts the same abuses we were subject to in the restaurant you initially complained about....

Here is the difference between a bad day and horrible service. Jackie or Jacqoulette (I apologize for not remembering the spelling of her name) came to the table biting her lips leaning on another table giving dead stares at my group. Huffing and puffing asking us what we wanted seeming to have very little to 0 patience with us. We weren’t loud nor rowdy. One of my friends ask about the BOGO deal on wings and she takes a deep sigh as if informing us pains her. Fine rough day... she then tells me rather nicely (quite the surprise) that they ran out of spicy garlic sauce and gives me a good recommendation, good on her. Well we get our food and I notice that when I ordered 20 wings to get another 20 on the BOGO I received 2 10s for me and my girlfriend. I try to tell Jackie what had happened and I wanted the amount I requested and she simply told me that no I was wrong and that I have my 20 wings. I continue and try to tell her that she maybe did not understand what I was saying, to my surprise she responded quite condescendingly with an attitude, “Okay honey, explain to me just exactly I don’t understand then.” Then I frankly did and I brashly get some rolling eyes telling me she will put another order in. We never got napkins and did not get one of out fry orders. I had to leave my table to ask for napkins. Additionally while eating spicy wings we never got refills. We do not see Jackie again at our table till we have to get her attention for a box. Mind you, we finish our wings with one set of napkins and 0 refills. When we get her attention I tell her I would like more napkins and some refills and she says to me, “If you would give me a minute.” Of course with attitude so I tell her, “I have” and walk to the bathroom. To my dismay while in the bathroom she tells the rest of my group that, “He’s a disrespectful little boy”. I’m and adult with a job and personally that is a level of disrespect no one should have to deal with. I have never experienced worse service in my life and never requested for management before until this day. The one saving grace was Susan the manager who helped. She quickly helped us and gave us discounts on the wings and drinks. Throughout all of this I finally get the rest of my wings when Susan cashes us out. It doesn’t help that we continued to get dirty looks from Jackie and could hear her talking about our table to other tables and guests. I may be a young adult but am experienced in the food industry. She does not belong in any form of customer service. I would like to reiterate my thanks to Susan however, you...

So I'm going to admit, after reading some of the most recent reviews, I was a little apprehensive about dining here tonight. We are here on vacation and when discussing where to eat, the kids asked for BWW. Even the 3 yro wanted wings! We are a party of 8. We were told there would possibly be an hour wait. I let them know we would be okay with 2 booths or 2 tables if needed. Literally 10 minutes after checking in, they had us two tables. All the staff we saw and talked to were properly wearing their masks, for those of you who that part may matter to. The floor did have some random straws and trash on it in a few places, but okay. Not crazy dirty, just a few random things. Our waitress is why this is a 5 star though! Without her, it may have been maybe 3.5 or 4. She was amazing. Again, family of 8, big order here. We ordered tea all around. We usually do that wherever we go to make it easier for our servers to keep the drink order straight. We ordered our food, took a little longer for one of my daughters meal to come than the rest of the group's food. The 3yro's wings came boneless. I had ordered traditional, but it was loud, I may not have been heard well. No biggie for us, he likes "chicken nuggets" too, so we didn't even say anything to them about it. My husband had ordered the smokehouse brisket burger. Unfortunately, his burger came out not done at all. To start with, we thought maybe we were seeing things, but he took his phone's flashlight to it and was very pink. Messed with his mind a bit. The waitress came over, saw it, and got her manager right away. (We were not making a big deal about it, she just took that step herself) The manager saw it, apologized, and asked if he wanted another. He decided to get a replacement burger, but in a to go box. We were pleasantly surprised to later learn that she had also comped the price of his burger. Was not expected since the burger was replaced. Overall, if we were local, we would go back. Even with the little mistakes, it was still much better than the one at home in Fayetteville, NC. I'm not sure if there's been a staff change here, or if they just had a string of bad customers, but the Newport News/Airport BWW's is nothing like the recent negative reviews. I wish I could remember our waitress' name because I would sure tell you to ask for her. She is on her game and her service was amazing. The manager was very gracious also. Maybe we got lucky, but again, the service was nothing like what I read in the recent reviews. Worth a try if you are considering...