Buffalo Wild Wings review: service and complaint resolution ( 1 comment)

I decided to frequent Buffalo Wild Wings because it is a clean corporate environment where families are welcome. I'm a professional who enjoys watching sports and enjoying a meal and drink in the evening. However, the more times I frequented the bar, the more I noticed a pattern of rudeness, poor service and hostility. After being ignored on one occasion I logged on to the corporate website "Guest Feedback Survey" & sent in a description on 9/15/19. Essentially, my requests to be served had been ignored and I overpaid by leaving cash since I was not provided the bill following initial service. I left frustrated. I checked the box on the form requesting to be contacted. Unfortunately, I was never contacted, but upon my return I noticed the server in question was absent.

Since that time I have continued my visits at least twice a week to watch sports at the bar and I have had occasion to send in two additional Guest Feedback Surveys after witnessing altercations at the bar & receiving poor service due to the distractions. Each time I checked the box on the form requesting to be contacted. I was contacted in response to one of the three Guest Feedback Surveys by the local Manager. When I described the poor service and altercations I had witnessed the Manager admitted that she was not entirely aware as she primarily worked the day shift. She also indicated that she thought the problems I was describing had improved recently. She referred me to District Leader. I have sent three emails to the District Leader and spoken to him twice regarding the issues and I was led to believe that all of my communications were confidential.

However, on 10/3/19, I was chastised by my bartender for being a "Snitch" as he was clearly aware of my complaints. Additionally, he accused me of harassment toward the servers and Manager. He asked me why I keep returning to the bar. Then he flipped me off as he was leaving at the end of his shift. I sent an email to the District Leader & filed the 3rd of my Guest Feedback Surveys; neither of which has been responded to. In my email, I asked if my service was no longer welcome as a result of the bartenter's suggestion.

Without any response, I called the District Leader prior to going to the restaurant on 10/7/19 and he advised that he had been on vacation and I should contact the Manager. I called the restaurant and was advised the Manager was off. I spoke with an Assistant Manager and was advised that if the bartender did not want to serve me that I would not be served. Not knowing, I came into the bar and the Assistant Manager advised the bartender was uncomfortable serving me. I was not surprised because it was my first encounter with the bartender since my 9/15/19 complaint about her. The Assistant Manager proceeded to personally serve me thru the evening as none of the three bartenders on duty approached me.

I remain curious if my service is welcome at the restaurant. I have always been overly polite and tipped well but often frustrated due to frequent poor service and dealings. It seems inappropriate to allow this to continue under the circumstances and I desire positive resolution of the events I've described without further discomfort or complaint. However, having spoken to multiple managers and communicated in writing a number of times, I am at a loss. I've considered not returning but dont believe that events to date deserve such a result at a well known corporate restaurant.