I would like to start by saying that I absolutely love the food at Wingstop and I never thought I would be writing a Yelp review until today.
However, I'm genuinely surprised at how horrible the customer service at this particular location is.
Since the store is a 5 minute drive from my place, I put in a phone order as I planned to enjoy a quiet meal in the comfort of my home so that I can just walk in, pay, pick up and leave since I understand Wingstop, can get quite busy on a weekend night.
However, that shouldn't be an excuse for not being able to greet a customer as they walk in.
The cashier was already taking an order and I see a lady next to her stare and me and turn around as I walk into the store, only to see the there are a couple more workers preparing the food and even more in the back. I saw at least 6-7 people and not one person was able to say "hi" or "welcome". I wasn't bothered by it but having been working at a restaurant for 4 years, I noticed it.
I waited in line for a couple minutes. As my turn approached, I finally receive a greeting from the cashier but she looked like she did not want to be there. An emotionless "Hi, how are you?". Again, this did not bother me since I'm only thinking I'll pay for my food and be on my way out in within a minute or so. The cashier repeats my order, which was a 8 piece classic combo with Original Hot and Lemon Pepper, fries and ranch, just as she did over the phone. I confirm, pay, grab my food and drink a drive back home.
I arrive home and start to pull out my order from my bag. I noticed my ranch isn't inside but I was hungry and my meal without ranch wouldn't have been a big deal so I pull out the rest of my food. I notice my fries are ridiculously oily. More than what I'm used to seeing. So much that the paper underneath the fries was drenched, with no dry spots left for the paper to soak up. Lastly, I open the box to find out that my order was wrong. Mild and BBQ. Again, I ordered Original Hot and Lemon Pepper.
Initially, this annoyed me since they have repeated my order to me three times, as they should. They said it once as I was ordering on the phone. A second time as they were confirming what I had ordered upon paying for my food. Lastly, they repeated it as they were handing it to me. Anyone would assume they have your order right if they had spit back the order 3 times. This annoyed me but mistakes happen. In fact, the same thing happened to me before but I just let it slide and ate what I got since they've managed to get half of the order right. However, I was craving a spicy kick and a salty flavor to accompany that and did not want to pay over $10 for something that I really didn't feel like eating.
So, I drove back.
I walked in and again, no greeting. This time, the place was empty.
Mind you, I'm starving and I had driven back from my house because my order was wrongly made.
It annoyed me but I did not let it get to me. All I really wanted was my food, correctly prepared.
I let the the cashier know of my problem. The same cashier that said "Hi, how are you?" like she did not want to be there. She apologized but said it as she turned around, with her back completely turned to me. On top of that, there wasn't any sort of reassurance about how my order will be promptly and correctly prepared this time. You know, things like "We'll have your order ready as soon as possible". As a paying customer, it's nice to know that you're being taken care of. Especially when it's verbal confirmation. Anyhow, She took the food I brought back, hands the receipt I gave her with my order on it to another lady and she just stares at me, like I'm an annoying customer for giving her more work to do.
Cool. I'll just sit and wait I guess.
I wait for about 10 minutes and notice that the same lady that stared at me is behind the counter, just nodding her head at me like, "here's your food". Not a single word upon calling me over. I only noticed because I happened to be looking towards her direction watching the basketball game that was playing on the TV. I grab the food and tell her thank you nonetheless and I finally hear her speak. "Sorry about that. Have a nice day" she says but her back is turned to me by the time she says "about".
You'd think it's over right? Since I did not want to drive back again, I checked my order on one of the tables. While I was doing this, I noticed one of the workers was standing in the middle of the dining area, watching a football game playing on another screen. He is talking to a father that had brought is two daughters for dinner. This worker is discussing the game, using inappropriate language in front of these children who are from what I can tell no older than 5 or 6. I knew right away that the children did not feel comfortable as I saw one of the daughters have a concerned look on her face, staring at her father.
Management should reflect on their customer service and reconsider how this place is operating. read more