tl;dr (this will be a long one) - Avoid this location unless you really want wings or is the only wing option nearby, at least at this point in time.
(Special thanks to management that handles customer satisfaction!)
Pros:
- Sauces are pretty good and consistent
- BOGO deals are awesome on Tues & Thurs
- BWW handles their customer satisfaction seriously and gives reward points (aka kind of a refund) for bad experiences.
Cons:
- Service with an attitude.. bad attitude at times
- Long waits for takeout
- Orders missing items
- Apathetic staff
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Review:
I rarely give anything the lowest rating possible but unfortunately after many, many, many visits to this location I feel obligated to give this review.
(I visit at least once a week - specifically this BWW in Georgetown).
Positives:
I normally go for the spicier sauces like Buffalo Hot and Mango Habanero which are fantastic. The Gardner Sauce is great as well with subtle hints of Asian flavors like soy sauce and ginger/garlic mixed with a pleasant medium spice level - an Asian "BBQ sauce" perhaps. In general, their sauces are well made and you more than likely won't be disappointed as long as you order something you know you'll like.
The ambiance is alright - typical American sports bar with an okay beer selection and the occasional awesome IPA discount!
Although the negatives are coming up, this next one falls under the positives: Anytime I've had a bad experience and I report it to BWW corporate (or could be store manager that does this), I almost always get reimbursed with reward points. This is a smart strategy as it keeps us coming to BWW even through all the negatives.
Now the negatives...
The reason for my low rating is due to certain, lets call them 'mishaps' and at times, very bad service. In regards to the service, specifically dealing with any of the hosts on Tuesdays or Thursdays around 8-9PM which is when I visit.. there is much to be improved.
For context, I have never eaten in-store and always get takeout. There have been far too many times where I ordered my food to be ready by, lets say 8:10PM - I get off work at 8 and takes me 10 minutes to get there but it has never been ready. Now, to be fair, this is a common occurrence for any food establishment EXCEPT for the fact that not only is the food not ready, it won't be ready for another 20-30 minutes. Quick tip: If you plan on picking up wings from BWW around this timeframe, make sure you set your pick up time to 10 minutes earlier than when you plan to be there if you want to avoid waiting a long time. Needless to say, the waiting area and area around the host stand is not a happy place as I've seen many aggravated people standing around waiting to spoken to - including myself.
A HUGE issue with this location are all the missing items per order. At least 70% of my orders have been missing one thing or another ranging from missing a side item, a couple of sauces, or even worse.. MISSING ALL THE SAUCES. We ordered 6+6 and 10+10 boneless wings yesterday and got a total of... ZERO sauces - this should NEVER happen. Thankfully, I had ingredients + wherewithal to make my own blue cheese dressing as we weren't going to drive back.
Last, and possibly the worst on this list, is the apathetic front of house staff. With all the things listed above, I would still give a 3 star rating, but what takes the last 2 stars off for me is the staff. I'm not an unreasonable person and don't need apologies from people but there is never any attempt to appease upset customers. Most of the time, it takes 10 minutes just for the host to speak to you. When they finally do speak to you, in my experience, they always have the same indifferent, spiritless tone and don't care how long you've been waiting.
All in all, this location can definitely improve and the only way is up from here. I will be visiting again sometime soon and hopefully things will be changing for the better! read more