My first visit to Wingstop Vacaville was a total disaster.
When I got to the restaurant, the wait for food after ordering was estimated to be 30 minutes, which turned out to be about right. OK, my fault for not ordering ahead and for getting there at dinner time (~6PM).
However, after getting my food after the 30 minute wait, I drove home (about 10+ minutes). Got home, opened my bag and it was very apparent that it wasn't my order. I called the restaurant, spoke with the cashier, and she confirmed that she had given me the wrong order and apologized.
I asked her to restart my order so it would be ready when I came back. She said to just keep the mistaken order. This is when things really went south.
I got in the car to go back to get my new order, and after driving part way there I got a call from Wingstop. I pulled over to take the call. The Wingstop person said that in order to pick up the correct order, I had to bring back the incorrect order. I probably said something like 'you've got to be kidding me'.
I said I was already on the way back to the restaurant, and I don't want to have to go back home to get the incorrect order (which to me served no purpose, since they already admitted they gave me the wrong order. And I knew they would just throw out the incorrect order). She said "company policy", I had to go back home and get the incorrect order or she couldn't give me the correct order.
I asked to speak to the manager. The manager just reiterated that they wouldn't give me my correct order unless I brought back the incorrect order. It was company policy.
OK, so I went back home, got the incorrect order (thankfully, my wife hadn't trashed it). Off I went to the store again. My correct order wasn't ready.
I asked to speak to the manager again. I said, it made no sense to have to return the incorrect order, since they knew they had given me the wrong order. What are they trying to prove? She said they're not trying to prove anything, it was just...you guessed it "company policy".
I said most businesses have company policy, but they give their managers some leeway to apply common sense, as would be appropriate in this case, and not make me go back home to get the incorrect order. She said she can't use common sense because it's company policy, and they have surveillance cameras watching what they do. I said I'll be writing quite a Yelp review for them.
The issues didn't stop there. After having to wait for my food maybe another 10 minutes, I finally got my correct order. Thinking, do I really need to check what's in the bag? I decided, yes. Lo and behold, one of the things I ordered was missing. After a few minutes, I got the missing item, and got the manager's manager's phone number. I may call, just to call attention to this review.
By the way, regarding the food: we didn't like what we considered to be the overcooked and greasy fries, though the chicken wings and chicken sandwich was pretty good.
There wasn't any 'ambiance' to speak of...just a hard bench for the wait for the food...and a few tables with wooden chairs. read more