I'm Seething at Buffalo Wild Wings

MrsCase1 · February 2013

So, I just posted this on their corporate Facebook and on Yelp:

Let me preface this by saying our food was good. We have actually eaten there several times. However, our experience last night is worth sharing lest anyone else experience an injury while dining there.

After our meal, as we were walking through the dining room, my toddler took a nasty spill. My husband immediately picked him up and he was bleeding very badly from his mouth. We sat him down on the counter where they bring people their to-go orders to investigate what had happened. (Were he not injured I would've never sat him on the counter, as I recognize that is unsanitary.)

Anyway, he was screaming at the top of his lungs and we were both covered in his blood. Not one single employee offered us assistance. There were several hostesses standing less than 5 feet away, nothing. Two servers walked past, nothing.

I spotted a manager about 10 feet away and sent my husband over to ask for some ice so we could see if he was missing a tooth, had just split his lip, etc. There was a lot of blood. When my husband got to the manager, the guy told my husband to try the door by the bar for ice! He didn't offer to get it for him, etc. So my husband walked down to the other door and patiently waited to be acknowledged by the kitchen staff before getting some ice.

When your child is screaming in pain and spitting blood, a few minutes feels like eternity. After we finally got him iced and settled down, the "Team Captain" came over and asked, 'Would you like a bag for your boxes?" I was so upset they didn't even acknowledge my son's injury or offer assistance, that all I could say was, 'Are you kidding me? No!' I will admit I left in a huff.

Aside from the obvious, that blood is a bio-hazard, a restaurant should be prepared and train their staff to handle emergencies. I wasn't blaming them for his fall, but they could've made the situation a lot less stressful by offering ice, water, ANYTHING.

Shameful that they would all turn their heads and pretend to be busy when the restaurant was not even busy. Well, shameful in general. We will not be wasting anymore time or money there. There are plenty of other wing joints who might act like decent human beings when the need arises.

dinonugget1517 · February 2013

I know I don't post here anymore but I've been on TB more lately with the newest addition.
Just wanted to state that I had an issue with them 4 or 5 months ago when I ate there with DS for lunch one day. I wrote on their Facebook page and we will never be eating there again. Since then, I've heard of a lot of horror stories from that restaurant.

Rachey1082 · February 2013

How could they just sit there and not care? I don't get it. At least they could have brought you ice and paper towels.

We don't really go there anyway but this makes me want to stay away more.

Sorry you had such a poor experience. I'm glad your kiddo is okay.

Monsieur_et_Madame_Ha · February 2013

Rachey1082:
How could they just sit there and not care? I don't get it.

Exactly. I'm shaking my head at them.

Hope LO is doing fine.

ladybugpjb · February 2013

What was the verdict? A split lip?

I'm so sorry that happened to you - it's really awful.

We love their food, but the wait staff is RARELY helpful. At the one in Honolulu, we were ignored multiple times, as if each waiter was hoping someone else would help us.

But ignoring an injured child is serious. Ignoring ANY injury is serious. Are they not aware that if something they did/did not do caused the fall, they could be liable for the injury? Isn't that what happened with Logan's Roadhouse (or maybe Texas Roadhouse) when they used to let customers throw peanut shells on the floor, causing a safety hazard?

I really and sincerely hope that you get a real response from them. If you don't, go through their webpage and contact them -- what happened is completely inexcuseable.

On a sidenote, we had an issue with the play area at a different restaurant, I submitted a complaint on the website, and the franchise owner personally called me to get more details to ensure that the situation didn't happen again. THAT is the type of response you need to get.

NativeFloridian · February 2013

It's my understanding that an injury in the establishment should be met with immediate assistance and almost always an offer of some kind of complementary menu item or some such.

Any place I've ever worked has had a strict policy which basically told us to rush immediately to the aid of anyone who's had any kind of accident inside the business. Make sure they're not hurt, help them in any way possible, know what to do if an injury does occur, and always offer something to the party in question as an olive branch for something not-good happening in the place of business.

Really, it's unbelievable that they would be so rude and inattentive.