Wing Stop

Just spoke with our poc for online orders and she is processing the refund for $ now id="stopSpelling" /> The wingstop procedure for refunding double charges is as follows Upon conformation either from the customer or our corporate office of a double charged e contact online orders a Wingstop and authorize the refund I've checked my email files on double charge complaints and did not see one from the Customer I will contact corporate and authorize a refund If you have any further questions please contact me at ###-###-#### [redacted] Owner

According to the order ticket, the customer ordered a piece Family Pack which includes wings, 1-large fry and 4-dipping sauces, she added to it 1-regular fry and 1-regular baked bean. The total including tax was $42.80. After she received her food and left, the cook realized
he forgot to put the large fry in her bag. When she called, the employee she spoke with said she was adamant that she paid for 2-large fries and that neither were in her bag. It is our policy that if an error is made, that the customer bring back the food and we will gladly replace, remake or refund. Sadly, we cannot just go on their word as we have been burned too many times. If the customer is unwilling to do so, we can offer to replace or refund the missing food on their next visit. The employee stated that this customer was very rude to him and, demanded credit for more than just the fries. As far as we knew, we forgot 1-large fry and the customer was offered a credit for 2-large fries. Apparently, that was not enough and she became more angry. We have policies in place for these situations and feel we are more than fair when resolving them. We can not let the customer dictate to us what they feel they deserve. In regards to the manager on duty at the time, she was outside on her break and was not listening in. We regret the error was made, sincerely believe the employee tried to resolve it and, the customer still has the credit for 2-large fries in our system if she decides to ever return. *** *** ***
Van Aken, Incdba Wingstop-Kenosha

I am writing today to state that I drove from My area all the way to this particular Wing stop on my birthday and only to drive all the way back home to my residence to find out they forgot to give me my large fries I paid forWhen I called back I was disappointed and I talk to a gentleman there that was workingI told him what happened and he told me I could get a credit or I can drive all the way back there to get my friesI told him I didn’t feel up to driving all the way back out there as an inconvenienceI told the gentleman that if I come all the way out there can I get my fries and maybe some complimentary wings or something for my inconvenienceThe gentleman then proceeded to say that he’s not going to get me anything for free but my friesIt was rudely said to me along with the rest of the conversationIn order to just service me as you would anyoneI then asked if I could talk to the managerThe gentleman told me that there was really no need for me to talk to her

I spoke with the customer a couple of weeks ago, he has received his refund of $dollars over a month ago and has been made whole Let me know if you need any further information
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Just spoke with our poc for online orders and she is processing the refund for $8.41  now. 

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The wingstop procedure for refunding double charges is as follows.  Upon conformation either from the customer or our corporate office of a double charged e contact online orders a Wingstop and authorize the refund.  I've checked my email files on double charge complaints and did not see one from the Customer.  I  will contact corporate and authorize a refund.  If you have any further questions please contact me at ###-###-####.
 
[redacted]
Owner

Review: False advertising. Standing outside waving a giant sign saying 5 free wings. No asterisks or small print. When you go inside, that's not the case. They said "with the purchase of a wing order". It didn't mention that on the sign.Desired Settlement: Stop the false advertising

My and my husbands entire meal was cold, flavorless, and dry!January 06, 2015 8:47 p.m. ticket #1057 Paid with MC total: $23.03We purchased two combo meals, one 8pc, one 10pc (two flavors each). We were told it would be ready in "14minutes". We live less than a half a mile away and were there to pick up our order within the allotted Time. I had a bone-in combo with the 'Hawaiian' and 'mild' flavor choices. The Hawaiian was obviously seasoned and in my opinion was " just okay" but the main complaint is the temp and quality. The Mild flavored wings had no flavor, and were equally as cold and dry as the Hawaiian wings. These were obviously not made to order. My husband had the 10pc boneless combo meal with "louisiana rub' and 'Cajun' as the flavor choices. They were also cold and dry. The Louisiana rub were bland/ flavorless. The fries for both of our meals were wilted and cold. I, personally, have never eaten at wingstop. My husband has eaten there many times before but at a different location (the one in [redacted] off of[redacted] Pkwy). I WILL NEVER try it again. I would rather eat dominoes hot wings than these.... I think its a shame that a restaurant specializing in hot wings has failed so miserably. Desired SettlementI'm not requesting any action to be taken aside from bringing it to the attention of the store manager. Their quality standards should be MUCH higher. For me to spend over $20 on a meal, I would expect to enjoy some aspect of it.

Review: I was given a wing stop gift card and they did not acknowledge the card during my purchase. However, I was told that the card was not valid and there was not a expiration date on the gift card.Desired Settlement: I would like too use my gift card when making another purchase there.

Review: Employees left my food out for 15 minutes and failed to call out my name when it was ready earlier.

My girlfriend and I went to order boneless wings. They said it would take 18mins. We ordered at 12:57PM, and did not recieve our order until 1:30PM, AFTER we asked where our order was. [redacted] M. went to the back to look, and saw our order, sitting in a bag next to the register. When I asked how long it had been sitting there, they wouldn't tell me. My food was sitting out for at least 15minutes and no one came to ask me if I got anything. Desired Settlement: I want a refund from this company. I am never going here again due to the poor customer service I specifically recieved from [redacted] M. on register 01.

Ref #: XXXXXXXX

Rec #: 18

APP: XXXXXX

06/24/XXXX XX:XXP.M

Business

Response:

Business' Initial Response

The customer had filed a on line complaint on our web site and we attempted to contact her the same day, and left her a voice mail / email to get back to us so that we could resolve the issue. The customer has not contacted us. We have again tried to contact the customer today but got a voice mail and have again left a message.

Please advise customer to contact us at:

[redacted] owner - XXX-XXX-XXXX

[redacted] - GM XXX-XXX-XXXX

Thanks

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

The company made me wait thirty minutes WHILE the food was sitting underneath the counter. I would NOT have waited for them to re-do the order a second time. They did not offer me a refund, they only offered to re-do it. I do not accept this as a valid response. Learn to train your employees to not mess up, then they would not have a problem. You have MANY bad reviews on yelp over the same exact thing.

Business' Final Response

We have tried to contact the customer but they do not respond. However, the fact of the matter is, Yes we did delay in the delivery of the order and the customer accepted and consumed the food. We would have been more than willing to re do the order had she requested. Unfortunately, our policy does not permit refunds once the food has been consumed.

We would always like to retain our customers and would appreciate a call from them to try and make them happy in some reasonable way.

Review: I ordered on-line through their website providing my credit card information. After confirming my order, the website said that when the order was picked up my ID would be checked as well as my credit card. When I arrived to pick up my order, the worker made a copy of my credit card buy rubbing the pencil lead over a piece of paper to provide a copy. When I asked him didn't he have a veriphone machine he told me 'no machine - this is what the owner told me to do'. I thought this was wierd and asked who the owner was - he pointed to a plaque on the wall. I copied down the owners name - [redacted] address on Coach St in El Soibrante or El Segundo, CA. He took his "copy" and attached it to my order and made me sign it. I feel this practice (if it is a practice) will lead to Identity Theft. It is unsecure and I feel compromised.Desired Settlement: DesiredSettlementID:

I'd really like to have my copy back - don't think getting it back will do any good now - he could have already made Xerox copies and sold them.

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@sbcglobal.net

We are forced to take this action with visa and mastercard approval to stop fraudlent claims. These orders are placed online and paid online. The credit card companies want us to take imprints of the cards to prevent fraudlent use. Some customers, after picking up the food report that their card was used fraudlent and they have no knowledge of the transaction since there is no receipt signed at the store, thus we have to refund the money.

We have been instructed by the credit card companies to get an imprint of the card and have the customer sign it to show that the card was presented and the signature is matched with a proper id.

I am sorry that we have to restore to this kind of validation, but a few crooked customers have made us do this.

We have changed the procedure by only taking the last 4 digits on the imprint instead of all the digits to secure the customers card number