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| - I have been to the Wing Counter a few time now, and really like that we have a good Wing joint in the North Valley. It would be a five star review, for the Wings and Fries, but last night, the technology and customer service just left a lot to be desired.
We had made plans to go to a family members house to watch the Cardinals play Green Bay (Go Cards!) and volunteered to bring wings, so we could enjoy them and let others know about this great option in North Phoenix. My family literally lives around the corner from me and although I am about 20 minutes from The Wing Counter, I thought I would make the drive since I was craving wings by this point.
I tried to place the order earlier in the day using their online ordering, but it would not allow me to adjust the pick-up time, it only had pick-up in 15 minutes as an option. So I waited until about 40 minutes before we were to be at my family's to try to login and place the order. I made all the selections and hit check-out, where it showed the list of items in my "cart," but did not have a submit option. In fact the options it did give, add more items, clear order or schedule for later, all did not work. If I clicked on other links at the top of the page it would take me to other parts of the web site, but would not allow me to submit my order. After about 3 attempts, I decided to just call and place the order.
The phone was answered promptly, and I placed my order at which time I was told the order would be ready in 15 minutes. So I ran out, hopped in the car and began the 14 mile trip to the location. It took me 17 minutes to drive there, so my wife volunteered to run in and pick up the order. From my vehicle, I saw her pay at the register and then sit down. She motioned to me that it wasn't ready yet.
I thought maybe they are running a few minutes behind, since it was right before the game and I likely am not the only person who thought wings would be a great game enhancer. I watched as a couple of people came out with their orders and a few others go in and place orders. I watched the clock as time ticked away and sent a message to my family letting them know we were running a few minutes late (as they also had other food, they picked up and were attempting to keep warm). Another 5 minutes past, then 10 and 15. At this point, I am becoming irritated; after all, they told us on the phone it would be ready in 15 minutes and it has now been 30. It was then I saw the group that went in and placed their order after my wife had gone in to pay for ours, receive their food that I lost it.
My wife got up to check on ours, but I also walked in to see what was taking so long. As I walked in they were handing our order to my wife. I asked what took so long, to which the cashier replied "we had a bunch of orders come in." Fine, I understand that, but I would assume those orders must have come in prior to mine, so if you knew the orders were backing up why did you tell me, and continue to tell people placing orders as my wife waited, that orders would be ready in 15 minutes, when we had now waited 40 minutes. This could only mean, they did not have even start our order until my wife had been sitting there for 10 minutes. He could have easily told me when I placed the order that it would be 30 to 40 minutes. But instead, I rush to get there and end up waiting an additional 25 minutes.
I realize this is a "first-world problem" but customer service is not that difficult. We all know restaurants get busy, but my time is also valuable to me and having already wasted time with an online ordering system that was not working, driving across town to share a previously positive experience with my family and then waiting long enough that I could have almost driven their, home and back again, it just really seemed like TWC dropped the ball, which creates a negative customer experience.
Now, with that being said, the quality of the wings and fries were spot on, and my family really liked the TWC style and the honey mustard. The Beignets were tough, like they had been sitting for a while and we did not get the carmel dipping sauce (which I swear must contain crack, it is so addictive), so they were a disappointment.
Moral of the story, if I am in the area and have time to kill, I would likely visit again, but unless I am having a serious wing craving, I don't know if I will go out of my way to make a stop as I seem to value my time more than TWC seems to value it.
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