Buffalo Wild Wings International, Inc.

The guest has been contacted several times in an attempt to resolveThe guest has not reached back out to the manager who contacted them and the case was closed outWe can still notify you when or if the guest reached out to the managerThank-you

I am rejecting this response because: I have yet to receive anything from the party after our conversation on October 18th and today is the 28th

The Rewards program, was already aware of an issue with this guest and had already started the process to correctHere are their notes:2/5/28: Due to the number of transactions that occurred on the account within a short amount of time, we flagged the members account for potential fraudulent
activity and notified the location he frequents, Forsyth, IL.2/5/18: The member contacted our contact center indicating he couldn’t get into his account, the contact center reactivated his account, the same day it was suspended. They spoke with him on the phone and walked thru his transcations to ensure he wasn’t missing any2/6/18: Account is active I’ve added Goodwill points into his account. His point balance is 12,and he is able to use the points at his discretionAdditionally, we’ve flagged his account to not suspend in the future since he has frequent transactions Thanks, Jodi ***Loyalty Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meMr*** was professional and Great!

This guest did visit our restaurant on the date in question It was a very busy night due to a Pay Per View fight going on that night, which guests were required to pay $per seat/individual This was clearly explained to all guests There was a wait to be seated when the guests
arrived, but we did seat them and they paid for their seats ($50) They also ordered food The guest alleged that they were served undercooked chicken, but were not I have seen photographic evidence that the "chicken" was in fact tomato The guest was also upset that they were seated with other undesirable guests This same seating practice occurred in all of our locations with no other complaintsrestaurant level managers and a regional manager did speak with this guest, with no resolution I also spoke with the guest and offered to provide Buffalo Wild Wings gift cards for their trouble as they obviously did not overly enjoy their visit The guest requested a cash refund for their ticket fees, which I declined as they ultimately DID stay and watch the entire fight My conversation finished and I told the guest that if they did not want any gift cards that there was nothing more that I could do for them at this time

Initial Business Response /* (1000, 8, 2015/08/11) */
Tried to contact on 8/1/at 3:23pm there was no answer and the voice mail box was fullWill try again on Monday.There is no email contact informationCalled on 8/6/at 6:24pm received an answer informed the person who I was trying to reach
and identified myself, person said she would have him call me back and hung up....This was written by one of the managers at that location named Paul ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I appreciate the time and effort spent to resolve the issue

I am rejecting this response because: It was not a tomatoIt was bloody chickenit was the inside of the chicken that was bloodyWhat I ordered doesnt come with tomatos but nice tryWe prepaid and were not told that..again I have that phone call on callx app if you wish to listen to itI would LOVE to see this so call photo evidence that it was a tomato since a manager never even came to look at it or apologize to meThankfully I took picturesIt wasnt that the people were "undesirable," it was that we paid to reserve a booth from what we were told and that is not what occurredIt was the fact I'm pregnant and had to be squeezed into the booth and couldnt put my feet upwhich again IS WHY WE RESERVED A BOOTH! I will NEVER eat there again and I will tell every single person that even brings up buffalo wild wings to me how they treated usI will continue posting the reviews and photos onlineBy the way if you look on the review site it currently has 5.8k shares and thousands of comments..numerous being they have had similar experiences with undercooked foodI assumed it was intentional by Chria but after all those people commenting they've experienced it too then maybe it wasn't intentionalFurthermore the regional manager told me he'd call me back and never didNot that it really mattered because I wanted my money back...not refundedHe didnt even take off the food that the other manager said he was on the phone that night..then charged usI wasnt arguing with him because they are just incredibly unprofessionalWe just weren't return due to how we were treated and how this was handledIts crazy because we have been there numerous times for many yearsThankfully word of mouth is the best advertisement for a businesses reputation

The guest is currently being contacted, they have reached out to himThe store in Joplin, MO will extend a full refund to the guest even though we aren't sure if this is the location he visitedThere wasn't any location specified in the complaintPlease let us know if this is not the correct
locationBarb L

Initial Business Response /* (1000, 5, 2016/02/16) */
We never responded that this sort of issue happens a couple times a weekThat subject was never discussed and the reality is we rarely have any issuesThis is the first time that this GM has experienced anything regarding a fraudulent card
used for an online orderWe recently sent a request for reimbursement to this person's bank in order to credit their account (standard operating procedures)We had been in communication with Dale Berg and the complaint is regarding his mother's card
To sum up, we sent a reimbursement order and they will be credited the $back and we also offered a $gift card to come into the restaurant to which the guest declined but instead and wanted another $which we will not do

Initial Business Response /* (1000, 8, 2016/01/05) */
The General Manager at Edina found the guest tab from her takeout visitShe then called guest, apologized and told guest we would refundGuest seemed happyPut in request for refund with IT department
Initial Consumer Rebuttal /* (2000,
10, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this response as the GM explained a refund should have been offered versus just telling me I'm enrolled into a VIP program, hence assuming I want to returnI'm satisfied and am waiting for the balance of $and some odd cents to be credited back to my Visa credit card as promisedI also appreciate the GM stating she would like me to try their establishment again thus then offering a VIP experienceThank you kindly!

We have reached out to this guest and have given him a replacement gift card due to fraudulent activity on the gift card

I have reached out to *** via phone and e-mail to resolve the complaintI will be sending him a $gift cardI have also been assured the credit was issued today and will be processed by his credit card company
Thank you Sue ***

I have reached out to The guest and talked through her experienceTogether we agreed that a $gift card would appropriate given the amount of times she frequents the establishment

Initial Business Response /* (1000, 5, 2015/11/02) */
Dear Sir,
Thank you for your comments regarding your experience at the Apple Valley Buffalo Wild WingsOur mission is to exceed our guests' expectations and I apologize that we fell short of that goal
There is no excuse for the quality
of service that you receivedI want you to know that this matter will be discussed with our management teamPlease trust that we will do everything necessary to ensure that our guests are receiving the quality of service they have come to expect and deserve
Providing our guests with great service and food are the standards that make Buffalo Wild Wings greatBut it is only through feedback such as yours, that we know if we are achieving those standards
I have sent gift certificates to your home address for your next visit
Thank you
Initial Consumer Rebuttal /* (2000, 6, 2015/11/03) */

District manager contacted the guest to resolve with a full refund

I left a voicemail with Mr. [redacted] and also emailed him with an update regarding his complaint. Mr. [redacted] entered our promotion via the alternate method of entry using our Official Rules and entry information from 2015, which you can see clearly in the attached image that he sent us to show his returned...

envelope and entry. The entry was returned as the PO Box he used is not valid and therefore was "unknown".  Our Official Rules are posted on our bwwbonusentry.com site, and per the instructions contained within the Official Rules is the correct address and rules for entry.Please feel free to contact me directly with any further questions.Kim [redacted]Director, Gift CardsBuffalo Wild Wings

The store is stating they have tried several times to contact the guest, sent an email as well about a refund the guest has requested. I don't have any other information on this case as it is a franchise location.

I am rejecting this response because:I have been waiting for a full credit, not a partial credit.I have received neither.  I am frustrated that the Company (not simply the individual store) has not taken responsibility for the over charge.I will ask my credit card company to require reimbursement from the company.

Here is my correspondence to our guest and resolution:From: [redacted] <[redacted]@gmail.com>Sent: Thursday, December 21, 2017 9:30 PMTo: Mansfield, TXSubject: Re: Buffalo Wild WIngs incident Chris,   Thank you so much for your...

response. I truly did not expect the situation to get this out of hand, but I was so taken aback by the service that we received from Amanda.   I do appreciate you processing our refund and also sending us the gift certificates, that was very thoughtful of you.   At this point, I will not press the issue any more than it already has been.  I hope that this was just a hiccup and isolated situation and that no one else will have to go through something like this.   Again, thank you so much for your response and concern. Happy Holidays,   [redacted]Sent from my iPhoneOn Dec 21, 2017, at 3:56 PM, Mansfield, TX <[email protected]> wrote: Ms. [redacted]Please accept our apology for the unacceptable service in regards to your takeout order and at our location. Under no circumstances should one of our Guests receive anything but exceptional service, great food, and a great experience.  I am sorry it took me so long to get back to you, I was on vacation the last week.I have addressed with Amanda about the way she talked to you and handled the situation. I also have spoken to each of our managers to make sure this situation never happens again.I have filed for a full refund for you order with our IT service- that usually takes 24-48 hours to go through. The refund is for $48.97.   Our team would love for you to give Buffalo Wild Wings another try.  I will send you some complementary gift certificates that you can use at any Buffalo Wild Wings in the Metroplex to your Rosarita address.Please feel free to contact me about this situation any time. Chris [redacted]General Manager Buffalo Wild Wings #161[redacted]Mansfield, TX 76063Phone: ###-###-####