Hooters — Restaurant in Wilmington

My husband and I and another couple decided to walk over to Hooters from our hotel we were staying at this past Saturday night. It was a fiasco from the time we entered the door until we left. Several times we contemplated walking out the door. It started with the hostess...she sat us right at the door and we were only able to watch one tv. I asked her if there were any tables available on the other side of the restaurant and she said no. Within 5 mins, a group of 3 walked in and the hostess sat them on the other side of the restaurant. (No one had existed making a table available in that section) It took about 20-25 mins before a waitress came to take our drink order; another 20 mins give or take to receive our drinks and to place our food order. They were out of Mich Ultra in a bottle. After placing our food order, about 30 mins later the manager, John, came over to explain to one of the individuals in our group that they were out of philly cheesesteak and asked her if she wanted to something else from the menu and he would comp her meal. After about 20 mins of waiting, we had to flag the waitress down to let her know that she was ready to place her second food order. The waitress was clueless and had not been notified that the kitchen was out of philly cheesesteak. Within 10-15 mins of placing the second order because they were out of the cheesesteak, our food arrived to the table and guess what so did her philly cheesesteak that they were 'out' of. Although, the order was wrong as it had been requested without onions and it had onions on it. We had no silverware and were still waiting on our second drink order/refills. The manager, John, came over to the table and apologized blaming the mishap on his staff and said that he was still cooking her second food order if she still wanted it. She said ok. He then asked if there was anything else our table needed. And I said in a sharp tone, that we were still waiting on drink refills and had no silverware. He smirked and said in a sarcastic voice "ok" and walked away. After waiting about 15 mins for our plastic silverware because they had no more regular silverware, our meals were cold by that point. As we were finishing up our meals, my friends second food order finally came only to find out that it didn't appear to be fully cooked. During all of this, we watched as another couple a few tables from us got up and walked out after waiting for what looked like to place their order. A group of three stormed out from the other side of the restaurant. The kitchen staff told the manager they were out of mushrooms. And the table beside us was informed by the waitress they were out of hamburgers. We just laughed and laughed. A group of 6-7 guys came and in waited up front for several mins without even being greeted, I finally looked at them and said that I suggested they go somewhere else like Buffalo Wild Wings right down the road and went on to explain all the 'things' they were out of, etc. They looked at each other and said thanks and turned around and left. At the end of this chaos, our bill was 'comped' $45.00. Oh and outside the door, the trash cans were over flowing and there was food scattered all over the side walk and entry way at the door. That should have been our first sign. John, the manager is going to run this place in the ground. Not what...

We were prompt sat then greeted by Jocelyn. She was nice, but very uninformative. She brought us waters first- my water cup was cracked and leaking but worse than that, it was filthily. Particles stuck to the side of the glass and items like lettuce and goodness know what else settled at the bottom. Worst part, I took a big swig and found out the hard way. I let Jocelyn know and she brought another water out.

I then asked Jocelyn about the new "Skinny Rita" and she told me what was in it. When it came, there was at least over an inch where the glass what not full, there was no salt, and when I tasted it, it tasted like sprite... not an ingredient she mentioned... most people ask about ingredients for a reason. In addition to the drink, I asked for an extra shot of tequila in the drink- she said she could not do that but could bring me a shot of the same. I agreed. She came back and asked if I liked the drink, I said, no, you didn't tell me there was Sprite in this and I asked for a reason. She chuckled and said sorry. When I got the bill, the shot was $1.50 MORE than the entire drink?!?! (Drink = $5, Shot = $6.50)

My food was good- I got the burger with broccoli (again, she offered to exchange any side but failed to mention any up-charge- which there was.) The girl I was with got the boneless wing platter special and could hardly eat hers. I tasted one and it was so overcooked that it was chewy and dry. She was really disappointed (she too was up-charged for a wing flavor- you would think a 10 wing platter would allow one flavor included!)

At the end of lunch, after tip, I had paid $27.75 for a disaster and a waitress who clearly didn't care and my friend paid $15 for hers and struggled to eat it because it was so bad. We saw that Jocelyn is a trainer there... seems like she was missing a few very important steps to customer service.

Adam, the managers name and email was on our receipt and a message asking to contact him... we did, with no response. As a customer service manager myself and someone with years in the service industry, this was bad. So very bad. Sadly, your restaurant is close enough to walk to for lunch but I can't imagine doing that again after today. I hope that this helps you and the staff to improve the...

Sad to say I sat waiting on our server thinking about what my review was going to say. We hadn’t been in years so decided to give the wings a shot tonight for the BOGO Wednesday. We were greeted with a smile at the door and sat immediately. We then sat for 10 min as the servers and the, what I’m assuming was a manager, walked by us continuously without so much as a smile. Right as we were about to just leave, a young girl comes up and greets us like our presence has ruined her whole night. We get drinks and a few minutes later order our food. It concerns me when a server does not write an order down. In my experience it never comes out right, and sure enough, We FINALLY get food quite some time later even though there’s a total of about 5 tables in the whole restaurant. The sliders were greasy and the “curly” fries were hard and old, they weren’t eaten. We finally get wings and I asked for roasted, all flats, and told her I was aware of the upcharge. I get naked, and half of them drumsticks. My boyfriend gets burnt, boneless bbq but decides to tear off and eat what’s edible. I don’t touch mine while I wait for the server to finally come over and I ask and she says “those aren’t yours” and she goes to the computer, I’m assuming to check and make sure she put it in right, and when she comes back out the kitchen she says the kitchen told her they don’t have roasted and the reason they weren’t all flats is because they just gave me what was left. Huh? So about 30 min later I get wings and what do you know, they are all flats, but I thought ya’ll were out? We don’t like to complain so we sucked it up and ate what was decent, I placed all the plates at the end of the table and watched as the servers and kitchen staff played around and then all the servers disappeared and even though the manager looked at my clear table several times, we sat waiting and waiting for a ticket. Our server finally appears again and says “anything else?” We say no and she hands us the ticket, hands the table behind us a ticket, then comes back and stands drumming her fingers on the table while my boyfriend gets the cash together because again, as a server, we know cash is best. We still tipped accordingly but will never...