Buffalo Wild Wings

To whom it may concern:

I am writing to share my experience at a BW3 restaurant (Store #3334 in Mason, Ohio) this afternoon (Friday 8/21). In these tough economic times, I usually bring my lunch, and so when I take the opportunity to go out to lunch, I hope more than usual that it will be worth my time and money.

The waitress did not point out the lunch specials that were available. I was looking through the regular menu (at things that were at least $2 more expensive) for quite awhile before one of the other guys at my table found the lunch menu.

The food took an inordinate amount of time. As I said, I do not go out to lunch very often so I don't have a great sense for how long things "should" take, but when I commented on it, the other members of my party agreed that it was a longer than normal time. They were surprised since the restaurant was not busy at all.

I ordered the Cheeseburger Slammers lunch menu, with no lettuce, tomato or onion. When my meal finally came out, I found that those items were included. Apparently they come on the side, so that was good enough. And sure, I ended up just taking them off and it was not the end of the world, but to me, good customer service would not have put them in the basket. I mean, somebody somewhere in the restaurant (whether it was the cook, the server or someone else) had to put them on there at some point! When the food came out, another guy at my table who had also ordered the Cheeseburger Slammers mentioned that mine had the no lettuce, tomato or onion (he ordered his with those and wanted to make sure that we each got the right one), only to find out that both did. The server did not apologize, nor offer to remove or exchange them, but instead just said "They're on the side". Again, I don't want to make a huge deal over this and if this was the only thing maybe I would not have brought it up.

The food was decent. My burgers were cooked a little longer and were a bit cold (if that combination makes sense). Perhaps this is related to the longer than average wait time? The bottle of ketchup that was on the table was nearly empty. I am sure that this is not the waitresses fault and it wasn't a huge deal since I just grabbed a bottle from a neighboring empty table. In a positive note, I did appreciate the speed with which my drink was refilled, including a time when the waitress just brought a refill without asking when she saw my cup was low. I always appreciate that.

When we paid, the server brought our checks and we put our money or cards on the trays. When our change was brought out, I found that my receipt / change was switched with the gentleman sitting next to me. Not a huge deal since it turned out that although we ordered separate meals, our meals both were the same amount and we had both paid with $20 bills.

Thank you for your time in reading this. I am sure that you pride yourselves in trying to foster a good dining experience and I hope that these comments will help you as you try to improve your overall customer service.

UPDATE - GRR I HATE WHEN COMPANY'S FEEDBACK FORMS LIMIT THE NUMBER OF CHARACTERS I CAN WRITE. I TOOK THE TIME TO WRITE A NOTE WITH DETAILED FEEDBACK ON HOW THEY COULD IMPROVE - THE LEAST THEY CAN DO IS READ IT!

So in their feedback form I wrote

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I had a poor experience at lunch today. I wrote a very thoughtful and detailed note describing the different areas of service but because you have decided to limit me to only 1500 characters, it would not fit.

So I have had to publish it on the Internet in order for you to be able to read it.

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And then I linked them to this post.