Wow what a bad night out at Buffalo Wild Wings. We had a large group outing and called ahead to see if they could accommodate us and the answer was yes. When we arrived they seemed confused about our reservation.
Regardless, they were able to seat us fairly quickly. We ordered drinks and they arrived about 15 minutes later. Our server was kind but a bit frazzled at the prospect of managing our large party. She did let us know that she would be having another server assist her. The other server never showed. After another 15 minutes our meal orders were placed.
Our dinners took between an hour to two hours to arrive at our table. The kitchen staff produced our orders in the order that each check was put in but instead of them all being served at once to our group they were staggered in fifteen minute to thirty minute increments.
It was awful to sit there waiting for friends to be served. Finally, some of the group ate their meals while others waited for an hour for their meals. The kids were starving, the parents were irritated but patient, the server was apologetic and kind... And then there was the manager who was put off by having to deal with my concerns, making excuses about how busy they were and telling me she didn't realize how busy they would be this evening. It is Saturday night during basketball season. It's a sports bar.
They kept seating our servers section while she was supposed to be handling a 20 person party. Most restaurants will stop adding to a server's section in order to keep from overwhelming their employee. The kitchen was terribly overwhelmed and disorganized. Based on the number of staff I saw, it's not an issue of understaffing, it's an issue of poor training, poor organization and poor management.