First Bagger Daves, the writing on the wall for Buffalo Wild Wings, Horrible Service

Today me and two of my coworkers tried to grab a quick lunch at Bdubs.
We arrived around 12:10pm , the place wasn't busy at all , about 20 tables.
We just wanted to grab a bite quick and get back to the office by 1:00pm, so we went to thee bar.
We ordered and we waited 45 mins and no food ! This is unacceptable !
Me and my friends really had a taste for Bdubs today , but this experience ruined it for us.
It was totally unprofessional, and unacceptable.
To have the largest Buffalo Wild Wings in the country , in the middle of a major downtown, at lunch hour and having to wait that long !
After 45 mins we told our bartender ," forget it we have to be back in the office", she said "the kitchen is slammed from phone orders"
I don't care how many calls they get, This is lunch time in a major city downtown, how can you not have more stuff at your busiest time?
And you take those calls over people sitting in your restaurant ?
Honestly we should even had waited that long.
She said we could talk to her manager , do you really need to tell him this is unacceptable ? Never mind.
I told other coworker about our experience once I got back to the office and many have had the same experience. I wont be back anytime soon.
If anyone knows the staff there , give them a heads up.

Unless thing change real quick that place is going to close.

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Originally Posted by Detroitdave

Today me and two of my coworkers tried to grab a quick lunch at Bdubs.
We arrived around 12:10pm , the place wasn't busy at all , about 20 tables.
We just wanted to grab a bite quick and get back to the office by 1:00pm, so we went to thee bar.
We ordered and we waited 45 mins and no food ! This is unacceptable !
Me and my friends really had a taste for Bdubs today , but this experience ruined it for us.
It was totally unprofessional, and unacceptable.
To have the largest Buffalo Wild Wings in the country , in the middle of a major downtown, at lunch hour and having to wait that long !
After 45 mins we told our bartender ," forget it we have to be back in the office", she said "the kitchen is slammed from phone orders"
I don't care how many calls they get, This is lunch time in a major city downtown, how can you not have more stuff at your busiest time?
And you take those calls over people sitting in your restaurant ?
Honestly we should even had waited that long.
She said we could talk to her manager , do you really need to tell him this is unacceptable ? Never mind.
I told other coworker about our experience once I got back to the office and many have had the same experience. I wont be back anytime soon.
If anyone knows the staff there , give them a heads up.

Unless thing change real quick that place is going to close.

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How long can it possibly take to fry up wings?

Post a review on yelp.com! Note the time you were there - that they were not obviously not busy - and that they showed a distinct preference to phone orders over guests present. That was hardly justifiable even for a carry out pizza joint. No less a sit-down restaurant!

Mention that you let your coworkers know. The owner may read and at least know people are talking. Ridiculously bad service as you describe it. Might as well make wings at home and brown bag them the next day for work lunch!

Slow service at lunch time sucks, but complaining to the bartender is just about pointless. She knows [[and wants) the the kitchen to be better staffed and faster, but likely can't do a damn thing about it. My guess is that her tips are suffering far more than your appetite.

Email your message to their person in charge of investor relations. If you want to see change - like they say in the subway in NYC - "If you see something, say something". Whining to strangers gets you no where.

http://www.diversifiedrestauranthold...s/default.aspx

Our lunch rule is "never go to B-Dubs after 12:00". In fact, we try to open the place up right at 11am.

B-Dubs has had pretty bad service from the start.

Excellent points! And while some reviews on yelp.com are spurious and silly, I've noted that sometimes owners respond to them. At least you're beyond talking to the bartender who for sure cannot help the situation.

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Originally Posted by Johnnny5

Slow service at lunch time sucks, but complaining to the bartender is just about pointless. She knows [[and wants) the the kitchen to be better staffed and faster, but likely can't do a damn thing about it. My guess is that her tips are suffering far more than your appetite.

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I'd say waiting 45 minutes for lunch, at Bdubs, at lunchtime is hardly reason to believe the writing is on the wall for closure. Yes, maybe when you went is wasn't terribly busy. But if someone called in an order 5 minutes before you got there, you think the cook in back should drop that order and cater to those walking in? That's not how it works.

Yea, I feel your pain, hell we all have had our bad service experiences. You held out way longer than I would have. But unless there is a total breakdown in service there, I don't see that place going anywhere anytime soon.

They've had horrible service there from the start. Totally unorganized. Sometimes they take phone orders, sometimes they don't. I don't understand how a major chain restaurant can have such poor, slow customer service. If you tweet at the main account, they'll ask you to take a survey. I did and they sent me a gift card.

Also, they have a huge picture of the Hudson's Warehouse [[pre-Ford Field), with a caption calling it the biggest retail building in the world at the time. Clearly they meant the Hudson's Building. If they can't even get a giant sign right, how are they going to get your wing order right?

Just get your wings at Sweetwater.

Well there goes that $250,000 dollar two floor Gilberttown Detroit Buffalo Wild Wings. I ate there and the service is better than Punch Bowl down the street.

Folks, whether it's Small Plates, Jolly Pumpkin, Hopcat or Buffalo Wild Wings, please support those businesses. Dine in restaurants are not fast food like McClownland or King Burger. Give them a chance. They will thank you for your services.

Maybe the slow joints with problems need a visit from Chef Gordon Ramsey ala Kitchen Nightmares!

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Originally Posted by Zacha341

Maybe the slow joints with problems need a visit from Chef Gordon Ramsey ala Kitchen Nightmares!

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Maybe they need customers.....

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Originally Posted by Honky Tonk

Maybe they need customers.....

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But more customers just make them slower :-P

They need competent management.

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Originally Posted by 48307

But more customers just make them slower :-P

They need competent management.

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As I find with most places these days, they just need employees that give a damn, and don't feel you owe them tips because they showed up today.

I have had similar experiences in almost every BDubs I have gone to. I ordered for lunch once and was told that my food would be ready in twenty minutes. I got there fifteen minutes later and waiting almost a half hour after that. I did do a negative review on Yelp, but I have never gotten a response. I have done negative reviews of other companies, though, and gotten free gift cards as apologies.

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Originally Posted by Honky Tonk

As I find with most places these days, they just need employees that give a damn, and don't feel you owe them tips because they showed up today.

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LOL, yea, we do tip accordingly. I start off at 20% and it can go up and down from there. BWW once caused my table of 4 to tip a total of $2 because of bad service.

We have had a few really good waiters at BWW, but it's not the norm.


A month ago I went to a Chili's in Rochester Hills and got such great service that I wrote the company about the server. They actually responded with a letter sent to my house and gave my coupons for my next visit as a thank you.

I was only in that place once, and the service was so amateur [[and the food nothing special) that I've never been back. However, being "slammed by phone orders" sure doesn't sound like a place that's going out of business anytime soon. Although if they stepped up their service a bit it would seem they could do even better. There's certainly some money to be made in those downtown lunch hours.

Oh, I definitely endorse the wing alternative of Sweetwater's, which also has the advantage of spending your wing and beer money in a locally-run establishment.

In the downtown building I work in, and the surrounding buildings as well, people are seen carrying massive bags of food from bdubs everyday. Some of the different companies order it for luncheons, catered events, etc. What they should do is create a separate catering/carry out team [[in another location if needs be), and dedicate their dining room kitchen to actual diners, who can also order carry out.

I don't really like their food, like eating soggy barbeque bread on a stick.

Another vote for Sweetwater. Been there for decades, and will likely be there long after BWW is gone.

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Originally Posted by Honky Tonk

As I find with most places these days, they just need employees that give a damn, and don't feel you owe them tips because they showed up today.

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Perfect quote. My tolerance for BWW ended about a year ago when I made a phone order and after my 15 minute walk and standing around for 30 minutes the food was finally ready. Not a busy day at all, in fact it was the dead of winter on a week day. Never once did they ask if I needed anything, I actually felt like a void. I then went on to Twitter to mention the poor service and to my dismay, I did not hear from them. Needless to say I will never go back there again.

So I went over to Yelp and commented over there and surprise surprise , many people had the same experience. They REALLY need to get their act together over there.
I was pretty happy that they were opening one downtown. But that wait staff is beyond bad.
Its really sad, what a waste of a good spot.

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Originally Posted by Honky Tonk

As I find with most places these days, they just need employees that give a damn, and don't feel you owe them tips because they showed up today.

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Employees are only as good as those who manage them...

Last time I went the only thing missing was a magnifying glass to make the wings appear larger, much larger, eating small bones is not appetizing to some......

I thought they don't even take phone orders anymore? At least that was the case when I ordered carry out a few weeks ago.

Orders are now through their website or their app.

Uh, like pidgin wings!

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Originally Posted by Smirnoff

Last time I went the only thing missing was a magnifying glass to make the wings appear larger, much larger, eating small bones is not appetizing to some......

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Originally Posted by 313WX

Employees are only as good as those who manage them...

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Hogwash. You need a manager to tell you to walk over to a table full of waiting customers, greet them, hand them a menu, and either tell them either someone will be right with them or ask to take their drink orders? Customer service 101. I stood @ a McDonald's one time waiting to order an ice tea, and the girl on the other side of the counter kept screwing around with her phone, texn' her friends. No excuse. Manage yes, babysit, no.

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Originally Posted by Honky Tonk

I stood @ a McDonald's one time waiting to order an ice tea, and the girl on the other side of the counter kept screwing around with her phone, texn' her friends.

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If that bothers you so much, then you take your money elsewhere.

If enough people are also bothered by it and take their money elsewhere, the business will fail.

If the owners and the management of said business don't want the business to fail, then they should accept their responsibility to hire and retain good employee.

That's how the free market economy works.

Frustration about customer service issues aside, I think it's fair to say that if a restaurant has a 45-minute wait, they are suffering from capacity issues -- not "how-will-we-ever-stay-open" issues.

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Originally Posted by 313WX

If that bothers you so much, then you take your money elsewhere.

If enough people are also bothered by it and take their money elsewhere, the business will fail.

If the owners and the management of said business don't want the business to fail, then they should accept their responsibility to hire and retain good employee.

That's how the free market economy works.

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WOW, 313WX, I hadn't thought of that! That's pure genius! Thanx for the econ lesson.

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Originally Posted by Honky Tonk

]I stood @ a McDonald's one time waiting to order an ice tea, and the girl on the other side of the counter kept screwing around with her phone, texn' her friends. No excuse. Manage yes, babysit, no.

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Inappropriate! She may as well been holding a toilet brush by the business bristle end! Studies have shown that mobile phones are actually more germ laden.

Mobile phones should not be SEEN in a food preparation, handling or service setting. All restaurants have to abide by ServSafe® practices [[and other food handling regulations). A call to the local manager, and or corporate would be in order.

I'm fatigue of the mobile phone during work scene even at the CVS. Hah! Put down the phone and work! Some retailers have a ZERO tolerance for mobile phones. Requiring employees locked them away during work -- especially targeted to teen workers who are particularly addicted.

I went out to the bar last night with some co-workers for a "team building" activity. I don't drink, but I figured I'd at least enjoy everyone's company.

Of course the first thing that happens is that everyone is on their cell phones. I REFUSE to take my phone out when I'm at a bar or restaurant.

What was Yogi Berra's line? Nobody goes there anymore, it's too crowded.

I'm sure we've ALL heard of the piss poor service at food establishments in the city limits of Detroit.
From any fast food joints to sit down places. It's a pretty well know fact that, the service you receive in the suburbs is far better than the same restaurant in the city.
Not that I often eat at these place ,For example, after church on Sunday's we will sometime go for chicken at Popeyes or McDonalds or Taco Bell or whatever.
I can't tell you how many times I've heard and personally experience slow or unprofessional service.
And many people prefer to eat in the burbs because they don't have to put up with bad service.
And these are some of the same people that want $15.00 an hour ? for substandard service?
If the service was better I could see $15.00, but the service is so bad, It's not like the service is going to get better by paying $15.00 an hour.
No thank you , I'll take my business else where.
For the most part , why is service better in the suburbs than in the city?
I hate to say it but I believe it's a culture attitude and poor training.
You get what you pay for.

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Originally Posted by Detroitdave

For the most part , why is service better in the suburbs than in the city?

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In my experience at least, it isn't.

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Originally Posted by 313WX

Employees are only as good as those who manage them...

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Originally Posted by Honky Tonk

Hogwash. You need a manager to tell you to walk over to a table full of waiting customers, greet them, hand them a menu, and either tell them either someone will be right with them or ask to take their drink orders? Customer service 101. I stood @ a McDonald's one time waiting to order an ice tea, and the girl on the other side of the counter kept screwing around with her phone, texn' her friends. No excuse. Manage yes, babysit, no.

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I'm with 313WX on this. The managers hire the employees. If the employees are not trained properly, or supervised properly, that's on the manager. If they are incapable of providing the service they were hired for, then it is the managers' responsibility to let them go.

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Originally Posted by downtownguy

I'm with 313WX on this. The managers hire the employees. If the employees are not trained properly, or supervised properly, that's on the manager. If they are incapable of providing the service they were hired for, then it is the managers' responsibility to let them go.

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You're right, some people have to their hand held, their nose wiped, and be told every little thing that needs to be done, because they just don't have a clue. Other people have a shorter learning curve.

I'm not sure whether this is a company-owned store or franchisee-owned, but either way the owner is where to go with your complaint if the situation occurs more than once.

My parents owned a Nugget Restaurant [[remember those?) franchise on Telegraph in Taylor and they were on premises for everything but the midnight shift, and my dad would even make surprise visits in the middle of the night to make sure everyone was doing what they were supposed to be doing.

Any owner who cares about their business will invest the time to solve problems. The national chains confuse me - they seem set on offering mediocre service and food and you rarely see a franchisee on the premises.