Terrible Service at Buffalo Wild Wings (Dolphin Mall, Doral, Miami)
To the Management of Buffalo Wild Wings,
I am writing this complaint to express my extreme disappointment and frustration with the unacceptable service my daughters and I received at your Dolphin Mall location on March 23, 2025, at 9:45 PM What was supposed to be a great way to end a beautiful day turned into one of the worst dining experiences I have ever had.
From the moment we arrived, we were ignored. We waited over 10 minutes for a host while multiple servers walked past us without acknowledging our presence. When I finally asked a fourth waitress if we could seat ourselves, she told me to wait for the host, who took another five minutes to arrive. Instead of seating us, he handed us menus and told us to sit wherever--completely disregarding proper service.
The restaurant was nearly empty, yet every table was filthy. When our server, Nataly (N-A-T-A-L-Y), finally approached, she brought nothing but napkins--no effort to clean the table, not even a wipe. She took our drink orders, but it took another 10 minutes before she returned to take our food order. I ordered cauliflower wings with a salad, and my daughters ordered American cheeseburgers with no veggies and bacon. The burgers arrived without bacon, my cauliflower wings came before my daughters' food, and even my salad, and despite serving my food first, she provided no silverware.
After waiting 15 minutes for utensils, I had to go to the bar myself to ask for them. I stood there for another five minutes while the bartender and waitress completely ignored me. They saw me standing there and didn't even ask if I needed help. After a 5-minute wait for them to help me, I asked for plastic utensils myself. This is entirely unacceptable.
When the waitress finally brought my daughters' food, she had still not gotten my salad or utensils, which I had already obtained myself. She showed up 15 minutes later with my salad and utensils, without apology, acknowledgment of her mistake, or anything else.
Then, as my daughters finished eating, she brought refills--after they were already done. What's the point of bringing refills when we're about to leave? That was just another example of how poorly this restaurant is run.
The worst part of the experience was the way she handled the check. Despite being the only adult at the table, she asked if I was the one paying--something that should have been obvious. Then, instead of letting me write the tip on the receipt as is standard, she forced me to go with her to the register. She tried to enter the tip herself, but when she saw I was tipping $10 instead of the suggested $13 (on a $91 bill), she got visibly upset, walked away, and left me to enter it myself. That is beyond unprofessional and completely unacceptable.
As a waitress myself, I understand how service should work, and this was the worst service I have ever experienced. There was no attention to detail, no care for customer satisfaction, and no basic professionalism. The fact that the restaurant was nearly empty makes this even worse--there was absolutely no excuse for this level of neglect and disrespect.
Your management is clearly failing, and your staff is either untrained or simply doesn't care. This location has terrible reviews for a reason, and after experiencing it firsthand, I can see why. I am demanding a response and a refund for this disgraceful experience. My daughters and I deserved a nice meal, and instead, we were treated with complete disregard. I expect immediate action to be taken. read more