ComplaintsforWingstop Inc. (Corporate Office)

• Initial Complaint

  04/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I entered the the ************* location here in *********, ** on April 5th, approximately at 9:15pm. My girlfriend and I ordered two combos and I spent $48.56. Business was booming and the cashier had told us once we got up to the register they were busy and our order could take 45 minutes. We were hungry and agreed to wait after driving 30 minutes to this store for our wings. The employee that rang our order up said the printer wasn't working so he couldn't provide us a copy of the receipt. He handed us our cups and we grabbed our drinks and sat down. After an hour of waiting patiently. One of the other employees asked us if we've been helped. I responded and had told him we had already paid and ordered in store. He said my order was never processed and they haven't started making my order because their system was down despite them already charging me. I repeated my order and he wrote it down quickly on the back of a old receipt. He apologized and said he would only be 15 more minutes. I sat back down and waited another 45 minutes until they called my name. So at this point it has been 1 hour and 45 minutes. As the employee was handing me the bag they said they were missing my side of corn and pulled the bag back. I sat back down and a older customer came in and was told he would have to wait 2 hours for a 6 pcs. He was angry and the employees started arguing with him and a fight almost broke out. We have a 20 minute video of the fighting and drama. There was 4 employees in the lobby arguing with this old man that refused to leave the store and there was only one employee cooking the food. 2 hours later. They ask me if I've been helped again and told me they don't have my order. The woman told me she'd write down my order and I can come back any other day to get my order. I told her after waiting 2 hours I would like a refund. She went into their order keeping system and found my order and said she processed my refund. I never received my refund. This is theft!

  Customer response

  04/23/2024

  Wingstop still hasn't reached out to apologize and they still haven't processed my refund. I waited over 2 hours in their store for an order that I never received. I demand my money back and would rather take this to small claims court. This is absolutely ridiculous. They robbed me of over 2 hours of my life and they aren't getting my hard earned money too! If I don't hear back COB Friday 4/26/2024, then I will filing a lawsuit. Wingstop will be on the hook for any legal expenses and fees that I accrue.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  **I also filed a complaint directly towards the location Purchased dinner off the wingstop app froday 4.5.24- total was $25 including tax tip delivery Doordash was the delivery service for the app placed purchase When I saw the driver was en route i texted and called 2 times with no response After no response i receive a text from the driver indicating "you did not answer left outside"THE DRIVER DID NOT LEAVE THE ***** WITH ME IT WAS LEFT EITHER AT ANOTHER BUILDING OR THE DRIVER TOOK IT After not receiving the order, contacted doordash directly they indicated there would be a redelivery and that they contacted the restaurant Contacted wingstop westmont directly spoke to ****** who indicated they were reaching out to doordash but redeliveries do not happen She calls me back and says they are waiting for doordash to issue the refund since it was their fault Contacted doordash and was provided the run around Called wingstop westmont back spoke with ****** who said she was being given the run around and she said she spoke to her manager ***** (PRONOUNCED ******) who would issue the refund directly from the restaurant the following day (saturday) and that i would receive and email and text follow up Yesterday Monday 4.8 i called the location and spoke with someone who could not connect me to either employee said he would call me back and here i am nothing.....just want my refund for items not received

• Initial Complaint

  04/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ive been on hold for over 20 minutes trying to cancel order # *****************. Now I have a $38 charge I can get rid of because no one is picking up the phone. They are still open for another 3 hours. I want an apology and a refund.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered food from a Wingstop location in ************** when I showed up my order was incomplete, due to missing the drink, the manager on duty stated the machine was broke and offered my something in place of, however my drink was 2.99 and they were offer xtra sauce which I already had. I asked if they could just refund my 2.99, they said no. I left got online and spoke with a wingstop rep on March 25 and was told they would send me a gift card instead. As of April 2nd I have not received a refund or gift card. This is theft at this point. I have paid for something I never received.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  If anyone still wants to order from this establishment THE ***** **** ****** is unprofessional and resolves no issues concerning customers. I specifically ordered in detail (15 BONE IN-, ALL FLATS, WELL DONE x2 for 30mins, FRIES TO BE MADE WHEN ORDER IS PAID FOR AND PICKED UP) with one of associates over the phone and had them repeat the order for confirmation. I know when ordering from here there is always a problem from experience. The order was picked up by my mother and I texted her everything to make sure it was done properly. Once she got back home she was disappointed. I asked her whats wrong?, which I already knew there was an issue with the order (of course its always a hit or miss with this place). She tells me I checked the bag at the counter and seen the fries were cold and soggy, I told him that you requested for them to be made when I got there over the phone so theyd be fresh. But the shift lead said All I can do was re-drop the fries. So I left since they werent accommodating at all. At this point Im checking the order and the wings werent well done either at all, which led me to wanting to take back the order and receive a refund (cash paid) because this was our dinner and it made absolutely no sense to eat something let alone pay for what wasnt done correctly after having the order being repeated verbatim. I called ahead and spoke to the shift lead and he he talked over me to the point I had to let him know hey this is not active listening at all Im trying to finish speaking on the issue and you cutting me off will not resolve the problem.. I asked for the corporate number and franchise store number as well. I headed out to the establishment with the order untouched and requested a refund (paid for in cash). To my surprise that wasnt allowed because they said there cant be modifications made to the order which I said I didnt make any modifications I requested for my meal to be served hot and ready for pick up and not for any ingredients to be changed. As I sat there and waited for him to speak to **** THE ***** ****** HE STATED THIS ISNT BURGER KING & CALL CORPORATE FOR YOUR REFUND so I sat there patiently and waited because I paid cash didnt want the order willingly wanting to leave it there but to my surprise they called the sheriffs on my mother and I. Spoke to the sheriff he said to just call corporate and this is a civil matter. I left with food that was cold at that point and my money not returned back to me. At this time and age where is the HOSPITALITY, where is the CUSTOMER SERVICE, & where is the PROFESSIONALISM ? THIS HAS BEEN GOING ON FOR YEARS JUST LOOK AT THE REVIEW RATINGS THIS IS RIDICULOUS AND EMBARRASSING TO THE WINGSTOP BRAND/ BUSINESS. Nevertheless, if action is handled by corporate with so many complaints I'll be the one to make things right on a moral aspect since they can not

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Transaction Date: 12/23/2023 Transaction Time: 11:26 am Transaction #: ***** Purchased a $50.00 gift card. Was informed that the card could be used at any location.Card was not activated/loaded correctly so I visited the location it was purchased from and spoke to the store manager who informed me that there was nothing he could do in the store and instructed me to contact their corporate offices. I've contacted corporate twice via their online form submission (initially in January and again today 3/26/24) as well as called their customer service number which directed me to Dick's ******** Goods customer service. I have not received a response regarding my inquiry.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 2/25/24, I ordered (Order#*****************) 1 small 6pc Wing Combo (6 mild classic, 1 seasoned fry, 1 ranch, 1 water, 1 regular ranch). This was at 5:42PM. The online order said 16-21mins. This means my wings should be available at 5:58-6:03PM. I arrived at the store at 6:05 P.M. I still had to wait an additional 15 minutes for my order. This was extremely frustrating.Then, when I got to my location, they gave me the wrong flavor wings. So, I called and was put on hold for around 5 minutes. Then I talked with the girl (I can't remember names because this was a month ago now). The team member finally got on the phone and I said I wanted my wings replaced. They couldn't deliver them. So, I said I wanted a refund of my order. She said she didn't know how so she put her manager on the phone. The manager didn't either so she had to call her manager. Finally, after 20 minutes of being on the phone, she said she would refund the order.2 weeks later, no refund. I called and they said they didn't do the refund. Since it was 2+weeks, it was no longer in the system. So, she said to come by and get my refund for the order. I said I can't so it would be later. She said no problem.Last night 3/24, I called to order it instead of a refund. They would only replace the wings, not the whole order. They said 15 mins. It took me about 15 mins to get there. The manager said it would be 15 mins. I still don't have a refund or wings! This is the worst customer service I have ever experience. The managers are incompetent, arrogant, and rude. I will never go back to this location.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an online order 3/10/24. As I was about a minute from pulling up to restaurant I received a call from Wingstop saying they couldnt fill my order they were out of some of the ingredients to make the lemon pepper wings I told the lady I was turning in so I went inside she said they couldnt make what I wanted. I asked the order be ***** and give me a refund never happened. She stated they couldnt canceled or refund in the store that the manager would do that on Monday. I called customer service 3/15/24 he said he was putting in request for refund still nothing. I called again 3/25/24 she said manger have to review it doesnt take two weeks to get a refund on food I never received.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On January 1, 2024, I placed an order utilizing Wingstop mobile app to have an order delivered. My total was $82.97. After my order was picked up by the delivery driver, I received a call from ******. She told me the delivery driver did not collect my entire order, and I needed to notify the driver of the mistake. The phone number provided to me through the app did not work, and the driver showed up without my complete order. The driver was unable to return the location due to having other orders and the driver recommended I contact Wingstop. I inspected the order I received and I was given the wrong order. I contacted ****** and she told me that I needed to drive to the location and they would exchange my order for me. I told her Id paid for delivery and now I needed to drive 20 minutes to return the incorrect order. I requested a refund, but she said no. I asked for her supervisors information and phone number. I spoke with *****, who claimed to be a manager, for the location. She told me to send her the order number and she would issue me a full refund. I drove to the store and got my correct order and expected a refund at a later date. A few days following the call with *****, I did not receive a refund. I attempted to call her requesting info about my refund. All my calls have been ignored. I filed a complaint on Wingstops website. On January 24, I was contacted via email and was requested to send the order number to the customer service agent Chandonique King, freshupenterprises.com. I emailed back on January 24 and provided the order number as requested. That was the last I heard from this customer service agent. I sent an emails on February 2, February 6, March 8, and I have received no response. I believe I was lied to by the employees and was provided with a person posing as a manager, who made promises, they were unable to keep. Wingstop, ************************************************************************** *****. ************** My order number was *****************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Me and my coworker ordered our food through the Wingstop app today and never got our food. We got a notification it was delivered but never received it. Im a manager at ******* and checked our cameras and the person never even walked in the store with our order. Then I sent somebody to the store because there phones are broken and the manager said he had to call his boss to see what to do and they wouldnt give us a refund OR make us new food, poorly managed store and even worst customer service! The manager said there phones are broken and nobody will be getting through to them. As a manager I only get 30 min lunches and was counting on that food to be here, worst service Ive ever received

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