Wingstop

Business Response to a Complaint
Complaint ID#:
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Company Name: WINGSTOP
Company Contact: *** ***
Company Phone: ###-###-####
Company Email: ***
Person Who Sent the Complaint: *** ***
Staff Member:
Response: As an ownership group and as successful and experienced Wingstop franchisees since 2001, we pride ourselves in our record of positive customer experience and our mystery shopper scores will attest to thisThis ownership group also has zero tolerance for employees who do not buy into our philosophy of excellent customer serviceOur customer service complaint investigation process involves approaching any complaint with the philosophy and mantra “the customer is always right”, where the employee is guilty of poor service until facts are gathered by ownership that prove otherwiseWe would like to first mention with regard to our employee, ***, that he has worked with our company since the day Wingstop opened in June and this is the first customer complaint relating to how he handled a dissatisfied customerIn investigating this compliant, *** contends he did nothing wrong and responded to a customer that in his view was perceived as threating, rude, berating, and disrespectful towards him personally in the presence of other customers, with witnesses to attest to the customer’s behaviorWe do acknowledge that were unanticipated operational circumstances that did result in the order not being prepared to our operating specifications, however these things do happen from time to timeAs stated, given ***’s track record and his time spent managing the restaurant, he has done his fair share of customer service recovery when orders are not prepared to specifications, again with zero complaints on how he has conducted himselfAfter interviewing ***, staff and customers present that day (as we have repeat customers that witnessed the event), we have concluded that the incident warrants no disciplinary action towards ***However, we have asked *** to notify ownership if he feels he needs to become combative with a customer regardless of the circumstances and call the police immediately if he ever feels threatened by a customerWith regards to this customer, in reviewing the customer’s initial written complaint (and as reflected in the Revdex.com complaint) we did note the customer’s attempt at writing a well-articulated and objective narrative, however the compliant is laced with a berating undertone directed towards ***, other employees, and one could argue towards a large component of the fast casual employee pool in generalWe decided, as we normally do, to engage with our employee to gather the facts, before deciding to engage with this customer, especially given the derogatory tone and threating tone of their complaintAfter concluding that *** would not be terminated for this incident, we felt no need to follow up with this customer directly as they clearly stated that they would not return to our restaurant as long as *** is employedWe do acknowledge and apologize that the customer’s order was not made to Wingstop’s specification and reaffirm our commitment to current and future customers that lapses in service are handled by all of our managers and employees first and foremost in a professional manner, we believe they are capable of doing so regardless of their background, race, ethnicity, and level of education and grammarSent on: 4/5/11:19:PM

Mr***,Our Area Manager, *** ***, will be reaching out to you for resolution and a full refund of $34.63, as of 08/12/2015.If anything further is needed, you are always more than welcome to call my office at ###-###-####.My sincere apologies that this issue was not fully
resolved to satisfaction at the time.We very much appreciate you, as a Wingstop guest, and would like to continue our relationship.Sincerely,*** ***
***
*** *** *** ***

I spoke with corporate wingstop and they state the customer is rightSo I will alter our procedure accordingly.

Hello I have mailed out a $20 gift card to [redacted] today to resolve the complaint,Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]  This person [redacted]  is a Bold Face LIE, My mother never had a blanket to be washed. besides all this a sweater was put in with my mothers clothes that was not hers and I returned it. this woman is confused about a blanket, there was never a blanket given to her by us. why give us another persons clothes and not know about it. this [redacted] or what ever her name is, she maintains to be a deceitful, dishonest, low class, lying cheat.

Yes this person did Purchase a jet ski from me personally. This issue has nothing to do with my store or store name. I did tell her I would refund some of the money for the price of the starter repairs.after that I did not hear from her again until she came into my place of business asking for...

double what she had paid for the jet ski. Her son had called me before I talked to her and called me names and attacked me on a verbal level. Again I sold her this Motorcraft on a personal level. Has nothing to do with my business  and she came in yelling and threatening me in front of my children and my customers. So to get her out of my store I told her to leave.the last thing as a small business owner that I need is somebody attacking me verbally in front of my customers especially when I did indeed try to be polite and refund some of her money when this is a used watercraft with no warrantees or guarantees that was sold from one personal party to another.

I spoke with corporate wingstop and they state the customer is right. So I will alter our procedure accordingly.

Hello,I am writing in regards to Ms. [redacted]'s dispute with Wingstop at 2836 Stelzer Rd. Columbus, OH  43219.The General Manager of this location spoke to and apologized to Ms. [redacted] and...

her husband for her poor experience at Wingstop.  Wingstop works hard to maintain the highest standards in guest satisfaction.  However, it appears we let Ms. [redacted] down and for that, we apologized.  The management team has reviewed Ms. [redacted]'s concerns and will address the issues with the individuals mentioned.  Ms. [redacted] has been refunded since she was not able to pick up her order.  Unfortunately with the increase in fraudulent credit card use, Wingstop has implemented the policy requiring the card to be present at order pick up.  This policy is displayed on the online order confirmation screen and in the restaurants at the register, but we understand Ms. [redacted]'s frustration and hope she can give Wingstop another opportunity to serve her again.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

Issue has been resolved.  Refund was issued.

Business states that Wing Stop is franchised owned. The marketing/advertising group at Wing Stop Corporate in Dallas TX, determines and sets forth policies pertaining to coupons. Individual stores can set certain policies regarding local offers but all online coupons are issued by the corporate...

office. Please make sure that all legitimate coupon offers display Wing Stop Logo. All coupons are asked to be printed out.  Our system does not include scannable coupons since business does not have the ability to scan. Business states that a $24 discount is unheard of and unreasonable. Any further concerns should be  sent to Corporate office in Dallas, TX.

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Dear Revdex.com,On our investigation of the above referenced complaint we agree with [redacted]’s complaint that our service provided to her lawn was substandard by our measures. Despite...

several visits by our lawn care professionals we could not rectify the clients problems with our service or her lawn issues. This was further exasperated by communications problems between [redacted] and our staff. We issued, today, a complete refund to [redacted]s credit card [ $1,514.52 ]Sincerely,David D[redacted]CFO

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Thank you Revdex.com and thank you Almstead.

Hello,I am writing in regards to Ms. [redacted]'s dispute with Wingstop at 2836 Stelzer Rd. Columbus, OH  43219.The General Manager of this location spoke to and...

apologized to Ms. [redacted] and her husband for her poor experience at Wingstop.  Wingstop works hard to maintain the highest standards in guest satisfaction.  However, it appears we let Ms. [redacted] down and for that, we apologized.  The management team has reviewed Ms. [redacted]'s concerns and will address the issues with the individuals mentioned.  Ms. [redacted] has been refunded since she was not able to pick up her order.  Unfortunately with the increase in fraudulent credit card use, Wingstop has implemented the policy requiring the card to be present at order pick up.  This policy is displayed on the online order confirmation screen and in the restaurants at the register, but we understand Ms. [redacted]'s frustration and hope she can give Wingstop another opportunity to serve her again.

I still never spoke to anyone in regards to this matter!!!!!

November 14, 2016


As a customer for eight years at this location I have been fairly disappointed as to how this Wingstop location has failed to provide quick and precise service. My day was going fine until I had this experience at wingstop. My friend and I had ordered separate orders, one after the other for take out. I ordered my food at 6:24pm, this was on a Monday by the way, and the host named "Jessica" as it says on the receipt had told me that my eight wing combination order of Louisiana Rub and Garlic Parmesan and fries will take about twenty minutes. My friend received her food in a matter of 10 minutes so I thought okay 10 more minutes and my food will be ready. Now I manage at a food establishment that provides excellent customer service and I know how things work in the kitchen. It took the workers more than forty-five minutes, from the time I placed my order, to get the EIGHT wings ready and then another ten minutes for the fries to be done and I can tell you why. As I was sitting there watching them prepare the food it appeared to me that Jessica along with her coworkers were talking and laughing and having a grand ole time. Now I don't mind seeing them talk and have fun because work can be stressful, but the female that was calling out orders that night was not only the one who was talking the most, but also picked up a phone call from her personal phone and had a conversation on it. After that I could not stand waiting any longer for these people to be having casual conversation. So I go up to check on my food and that same girl had told me “your order is almost ready, we’re just waiting on the fries.” So I accepted the fact that I had to wait on the fries, but I wasn't ready for the fries to take a whole ten minutes to be ready. Part of where I work, we cook fries and it usually takes two to five minutes depending on the temperature of the deep fryer. At this point I was ready to ask for a refund because it honestly should not take that long to get my food out. Next thing you know, the customer that was dining in the restaurant who had order probably ten minutes after me, was served first... with fries. So at this point I did not care anymore about my food and I did not want to deal with this waiting game of horrible service anymore. So I finally get my food, without a care of what the girl giving me my food had to say, got home and what do you know, both my order and my friends order were both wrong. So being disappointed with the service they provided and inaccuracy of the food that was delivered to us I called the restaurant. I wanted to directly speak to a manager because I did not want to waste my time on people who would not know how to deal with this situation. So I call and they tell me that I can come back and pick up my food, and I was not going to go back and wait and pick up my order so I asked to speak to a manager to my surprise the person who answered the phone, named Leilani, said that JESSICA was the manager of the night and she had “stepped out” or “just left” the building so she’ll be back later. That is the same Jessica who was talking along with her coworkers that did not manage the food or her people accordingly. So I left my name and phone number to Leilani to notify the manager about my call and told them that I will be expecting a phone call back in a ten to fifteen minute time frame. And unfortunately I did not receive a phone call back from the so called manager of this location. I was not going to call back because if they don't value my time, then I see no point in valuing theirs. I’m sorry this location has failed miserably to the standards of basic customer service. The owner of this location either needs to rehire a new manager and or re-train these people because they obviously don't know what they're doing. I also checked yelp to read others reviews and experiences and it appears to me that I am not the only one who has had a similar poor experience.

Review: On November 20th 2015 I went to the Wing Stop location in Rancho Cordova to up an order I placed online which consisted of a 50 piece order I placed upon paying for this order the employee makes a shocking statement saying that she does not eat there and she would not eat there this left me in disbelief that an employee would say such a thing saying that she does not eat there and she would not eat there which at the time my bag is headed to me where I'm bout to go home and give to children I felt very uneasy and comfortable and did not eat any myself due to that comment it says alot the employee must know something I didnt thinking that something is wrong with the chicken I was at a loss how could she make that statement this is spouse to be a family environment I am concerned I called and spoke with the manager within 48 hours he said he was going to look into the matter contact his manager and said there's nothing they going to do to resolve matter im disappointed in a company that runs there business like this and not do anything but did say the that the employee was going to be disciplined and have consequences which does not make me feel any better that the employee told me that there may be an issue with the food in the quality there why should she be punished for something that may not be also right at this place of establishment I don't understand how you want to take the time to do consequences to tend to the consumer. In total disgust makes me think what's really going on there if employee feels that wayDesired Settlement: I just feel that I'm entitled to a refund I was uncomfortable and concerned and worried and appalled that I wasn't able to enjoy a meal that I plan for a specail occasion occasion in total disgust with this establishment to have a comment mentions like that

Business

Response:

[redacted] purchased the chicken on the 20th, and asked employee, "how's the chicken?'. Employee responded, "I'm a vegetarian, I wouldn't eat the chicken" No complaint was made the night of purchase nor was it made the next day. [redacted], then called 2 days later to state that she was uncomfortable about what was said and demanded a refund. Our response was that it was two days prior and we talked with employee that made the statement, she was working at the time, what was said and she stated it meaning she does not eat meat. We did tell [redacted] this information. She then stated that she did not eat the food and was appalled and wanted a refund. We did not know this two days prior or the night of the incident. If she would have complained that night we would have gladly given her money back. [redacted] then asked if any discipline or consequence was going to be administered to the employee that made that statement to her. My shift leader answered her question and stated yes. We did do training with that employee and we have made her aware of the impact of her statement to [redacted]. We did not know till that night that the employee was a vegetarian. (not that that matters). There were nothing wrong with the chicken, nor have we have any complaints that night or the following days. if [redacted] has her receipt we will gladly refund her. Thank you.

Review: This Wingstop in Elk Grove is placing consumers at risk for identity theft by violating [redacted] Merchant card acceptance policies. I called to complain but the manager explained that the owner of this location (Michael Morris) made his own policy. Merchants cannot make a policy that conflicts with [redacted]’s rules… the credit card companies policy is the final rule.

The violation is happening when paying with a signed/valid credit card--the staff have been instructed by the owner to require an ID or else they won’t accept the card. [redacted] strictly prohibit merchants from requiring an ID if the card is signed--merchants are only allowed to compare the signature on the card to the signature on the sales receipt. THEY CANNOT REQUIRE ID. However, this location will not even run the card unless an ID is shown. That is NOT allowed!!

Uniformed merchants believe that requiring ID prevents fraud. It doesn’t. By requiring an ID, they are forcing consumers to hand over their photo, birth date, address, and driver’s license number along with their credit card info. This tidy package of information is far more desirable to a thief than the credit card info alone. This practice opens up consumers to increased risk of identity theft. For this reason, the card companies do not allow it and will swiftly revoke a merchant’s card acceptance privileges if they fail to correct their policy.

The [redacted] Card Acceptance policy is very public and available online at [redacted]

On page 33, it clearly states that “merchants cannot make an ID a condition of acceptance” and that “merchants cannot as part of their regular card acceptance procedures refuse to complete a purchase transaction because a cardholder refuses to provide ID”, and it also states that “requesting of a cardholder ID does not change the merchant’s liability for charge-backs. However, it can slow down a sale and annoy the customer"Desired Settlement: I would like the owner, [redacted], to bring his card acceptance policies for all of his Wingstop locations into compliance. I would like him to personally contact me and let me know when this has been completed.

Business

Response:

I spoke with corporate wingstop and they state the customer is right. So I will alter our procedure accordingly.

Review: Company does not honor any of the coupons that it advertises online. When you get there and order food and try to use your mobile coupon that the company puts out, they tell you that they can't accept it because it is not printed on a piece of paper. The mobile coupons are so that you don't have to print them off of your phone and you can just use them when you get to the location. So now you are forced to either pay the retail for the food or walk away with your kids who don't understand what the problem is.Desired Settlement: I need to have them post online that you have to have a printed coupon to use at their location. If the company offers you to be able to use the coupon on the phone then they should as well and not come up with some bait and switch. I would also like a phone call when this matter is resolved.Thank You

Business

Response:

Business states that Wing Stop is franchised owned. The marketing/advertising group at Wing Stop Corporate in Dallas TX, determines and sets forth policies pertaining to coupons. Individual stores can set certain policies regarding local offers but all online coupons are issued by the corporate office. Please make sure that all legitimate coupon offers display Wing Stop Logo. All coupons are asked to be printed out. Our system does not include scannable coupons since business does not have the ability to scan. Business states that a $24 discount is unheard of and unreasonable. Any further concerns should be sent to Corporate office in Dallas, TX.