Wingstop

Wings tasted old and the fries were dark because that grease is old and needs to be changed.

FIRE ALL THE DISRESPECTFUL NO CUSTOMER SERVICE HAVING AXX KIDS THAT WORK THERE! NO MANORS, NO CUSTOMER SERVICE, EMBARRASSING "HIGH LIL GIRLS & BOYS" WORKING THERE! PERIOD! CLOSE IT DOWN! CHEF HWY NEW ORLEANS, LA 70126 PERIOD PERIOD PERIOD!

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

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

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

Business Response to a Complaint Complaint ID#: [redacted] Company Name: WINGSTOP Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] 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, [redacted] , 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, [redacted] 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 [redacted] ’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 [redacted] , 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 [redacted] However, we have asked [redacted] 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 [redacted] , 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 [redacted] 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 [redacted] 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

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

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 washedbesides all this a sweater was put in with my mothers clothes that was not hers and I returned itthis woman is confused about a blanket, there was never a blanket given to her by uswhy give us another persons clothes and not know about itthis [redacted] or what ever her name is, she maintains to be a deceitful, dishonest, low class, lying cheat

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 have mailed out a $gift card to *** today to resolve the complaint,Regards,***

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] ***

Hello,I am writing in regards to Ms***'s dispute with Wingstop at Stelzer RdColumbus, 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***'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***'s frustration and hope she can give Wingstop another opportunity to serve her again

November 14, 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 serviceMy day was going fine until I had this experience at wingstopMy friend and I had ordered separate orders, one after the other for take outI 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 minutesMy friend received her food in a matter of minutes so I thought okay more minutes and my food will be readyNow I manage at a food establishment that provides excellent customer service and I know how things work in the kitchenIt 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 whyAs 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 timeNow 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 conversationSo 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 readyPart of where I work, we cook fries and it usually takes two to five minutes depending on the temperature of the deep fryerAt this point I was ready to ask for a refund because it honestly should not take that long to get my food outNext thing you know, the customer that was dining in the restaurant who had order probably ten minutes after me, was served firstwith friesSo 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 anymoreSo 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 situationSo 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 laterThat is the same Jessica who was talking along with her coworkers that did not manage the food or her people accordinglySo 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 frameAnd unfortunately I did not receive a phone call back from the so called manager of this locationI was not going to call back because if they don't value my time, then I see no point in valuing theirsI’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 doingI 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

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,*** ***
***
*** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Clearly you have overlooked the true complaint that was submitted in regards to the belligerent and unprofessional behavior that was received during our visitYou might try Google every once in a while to look up reviews specific to your location, they are not all positiveJust a few examples to give you an idea: I ordered online and got a verification email at 9:33pm stating my order would be ready at 9:53pm and I still have not received my order yet!!! Why even have online ordering if it’s not serving a purpose?? The crew was watching the Louisville bball game and the manager was sitting in the lobby glued to his laptop!!! I’m starving!!! The two other experiences I've had were great but tonight they got my order wrong and everything inside the bag was caked with grease from the wing sauceWas not pleased to come home with food I didn't order and I mess I didn't want to clean Placed an order over the phone and drive 20mins for wings, only to find out they never entered my order Your paid mystery shoppers and paid for positive online review people are the least of my concernWhat they have to do with MY experience is very perplexingClearly you don’t approach any complaint with the philosophy and mantra “the customer is always right”, because you began your response by calling me a liar and trying to present *** as an excellent employeeI highly doubt he has never had a complaint before; this is most likely the first one to be addressedThen you turn around and lift the words from my complaint and state that *** is the one who perceived my husband as threating, rude, berating, and disrespectful towards him, how patheticAnd am I really supposed to believe that you went back and interviewed “repeat” customers? What a stretch and or am I supposed to be as uneducated as your employee to fall for that one. As far as the staff interviewed, of course they are not going to go against a fellow employee, not of his nature anyway. You stated, “If *** feels he needs to become combative with a customer…” what kind of ignorant and unprofessional response is that?! Why would any employee feel the need to become combative with a PAYING CUSTOMER?? And if he has been asked to notify ownership and the police, why did he not follow protocol that particular day? You did not follow up with me initially because the online complaint I submitted was ignoredYou sent a computer generated response to my complaint and had no intentions of contacting me by phone as I requestedIf you felt he had done nothing wrong, why was I not contacted and advised of that? Just because I stated I would never be back to that location does not mean ignore my complaint, but from reading this response, I now have a full understanding as to why *** felt he could address my husband the way he didThe poor customer service/unprofessionalism does not fall far from the treeAlso, I never asked for *** to be fired, why dismiss cheap labor? At the end of the day, you have done nothing to resolve the POOR CUSTOMER SERVICE issueAll you have done is respond with how great your business and employee is; takes nothing to have an employee apologize for something they did wrong, which would have been the end of itBoth *** and your ownership group should seek further education as far as how to provide better customer service and how to handle situations better when the employee/company is in the wrong
Regards,
*** ***

Business Response to a Complaint Complaint ID#: *** 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

Terrible service and lack of attention
Hello this is the 3rd time that I have been treated rudely in your store, they forget to add my sauce every single time and I also pay extra to get flats only and every single time they assure me my order is correct untill I get home and find out it is wrong They staple the bag shut so I can't check I guess? I all to talk to a manager and there's never one around, they suck there teeth at me and act like I'm doing something wrong when I'm the one paying for my food, I would expect for it to be rightI don't want to go to anyone else besides Wingstop I just want my order to be correct for once It is not that hard, I also go at night so it is it like they are slammed busy or overwhelmed with orders

*** 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***, then called days later to state that she was uncomfortable
about what was said and demanded a refundOur 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 meatWe did tell *** this informationShe then stated that she did not eat the food and was appalled and wanted a refundWe did not know this two days prior or the night of the incidentIf she would have complained that night we would have gladly given her money back*** then asked if any discipline or consequence was going to be administered to the employee that made that statement to herMy shift leader answered her question and stated yesWe did do training with that employee and we have made her aware of the impact of her statement to ***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 daysif *** has her receipt we will gladly refund herThank you

Just want to follow up

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Clearly you have overlooked the true complaint that was submitted in regards to the belligerent and unprofessional behavior that was received during our visitYou might try Google every once in a while to look up reviews specific to your location, they are not all positiveJust a few examples to give you an idea:
I ordered online and got a verification email at 9:33pm stating my order would be ready at 9:53pm and I still have not received my order yet!!! Why even have online ordering if it’s not serving a purpose?? The crew was watching the Louisville bball game and the manager was sitting in the lobby glued to his laptop!!! I’m starving!!!
The two other experiences I've had were great but tonight they got my order wrong and everything inside the bag was caked with grease from the wing sauceWas not pleased to come home with food I didn't order and I mess I didn't want to clean
Placed an order over the phone and drive 20mins for wings, only to find out they never entered my order
Your paid mystery shoppers and paid for positive online review people are the least of my concernWhat they have to do with MY experience is very perplexingClearly you don’t approach any complaint with the philosophy and mantra “the customer is always right”, because you began your response by calling me a liar and trying to present *** as an excellent employeeI highly doubt he has never had a complaint before; this is most likely the first one to be addressedThen you turn around and lift the words from my complaint and state that *** is the one who perceived my husband as threating, rude, berating, and disrespectful towards him, how patheticAnd am I really supposed to believe that you went back and interviewed “repeat” customers? What a stretch and or am I supposed to be as uneducated as your employee to fall for that one. As far as the staff interviewed, of course they are not going to go against a fellow employee, not of his nature anyway. You stated, “If *** feels he needs to become combative with a customer…” what kind of ignorant and unprofessional response is that?! Why would any employee feel the need to become combative with a PAYING CUSTOMER?? And if he has been asked to notify ownership and the police, why did he not follow protocol that particular day?
You did not follow up with me initially because the online complaint I submitted was ignoredYou sent a computer generated response to my complaint and had no intentions of contacting me by phone as I requestedIf you felt he had done nothing wrong, why was I not contacted and advised of that? Just because I stated I would never be back to that location does not mean ignore my complaint, but from reading this response, I now have a full understanding as to why *** felt he could address my husband the way he didThe poor customer service/unprofessionalism does not fall far from the treeAlso, I never asked for *** to be fired, why dismiss cheap labor? At the end of the day, you have done nothing to resolve the POOR CUSTOMER SERVICE issueAll you have done is respond with how great your business and employee is; takes nothing to have an employee apologize for something they did wrong, which would have been the end of itBoth *** and your ownership group should seek further education as far as how to provide better customer service and how to handle situations better when the employee/company is in the wrong
Regards,
*** ***