Running a QSR is no easy task—I know that firsthand. However, my recent experience at brand new Wingstop Restaurants Inc. highlighted some serious operational gaps. As someone who owns and operates multiple QSR locations, I always try to be understanding. I know how tough it can be to run things smoothly. But yesterday's experience left me disappointed—and based on other reviews, I’m not the only one. We were the only customers in the restaurant, with three employees on shift. Initially, we planned to dine in, but after waiting way too long, we switched to takeout. When we looked over at the staff, they were dancing behind the counter instead of preparing our food. When one of the employees finally handed us our order, his attitude was rude and dismissive. When we expressed concern, he told us to leave—essentially kicking us out of the store. I ended up leaving a review about the experience, and I’d be happy to update or change it if I hear from the management team. Getting bad reviews is never fun, but it’s better than being unaware of the issues happening at your store. Based on that one interaction, it’s clear there are other operational problems under the surface. Would you have left a review? 🤝Found this helpful? Repost for others 🔼 DM me to talk funding or franchising
Daniel Spencer
1mo
Short answer Yes, leave a review for the sake of the future. Companies and people need to know they can do better. Went to DQ with my family. Got some food and shakes. They do a flip test with their shakes. If it drips they make a new shake. Because I was waiting for food, I watched the drip test fail twice. The customer said I'll just take it. They said no only the best for our customers. He waited 25 more minutes (so did I) because they didn't make the shake right away and forgot. 12 people behind the counter but no leadership, direction, and obvious lack of training. No joke, they had a grease fire while we're there, not a single person knew what to do. I wrote a review blaming the new ownership for lack of leadership and training. Jerk move, maybe, but they know to do something about it.
I usually first contact the owner or corporate depending on the ownership type . Sometimes there is a gap with the owner and the workers.The owner needs to be aware. Sometimes bad service is tied to those working the shift at the time and not the entire workers or culture of the store. I encourage leadership teams to ensure they create values for the company and ensure it's understood and practiced by the team. Sorry you had a bad experience!!
My experience at Wingstop in California was the same. They took 40 minutes to serve us, food was mediocre, the dipping sauces were small and not nearly enough and the attitude from the team members was nothing short of ghetto. If I owned that store I would stay in there until the team got it right and my manager was ready to take it on themselves. Brands that have little checks and balances won’t last long. They never do.
Marc Cayle
1mo
If it is a new location, where were the owners to make sure the customer experience was great? I’m a fan of manager-run models but QSR is not the place for it unless there are dozens of locations with an ops team in place and a throat to choke when something goes wrong. Just my opinion…
Clinton Jolley
1mo
I was there. I would give my left arm to chat with that franchise owner.
Cole Pendleton
1mo
That takeout bag in the trash bin tells a lot.
Brandon Hibbard
1mo
A buddy of mine had a similar experience at a different Wingstop location here in Utah over the weekend. Very concerning for a large brand to have such a broad issue.
Joshua Anderson
1mo
I’ve owned and currently own a couple QSR’s. I’m not opposed to leaving negative reviews to inform management/owners of the issues, when they’re deserved. Just make sure you’re also leaving 5-star reviews when you have a good experience. The most frustrating reviews are the ones that say “I’ve been coming here for years, and never had a bad experience, but this time…” where were the reviews after the good experiences?
Mario Abal
1mo
My experience in South Florida mirrors this completely. "Awful" is the only word that comes to mind. This situation happens when franchisors fail to supervise their franchisees, and when employees are not adequately monitored in the field. Additionally, rapid expansion without careful consideration of potential partners only exacerbates the problem. It’s disheartening to see how a brand and its concept can be undermined so quickly, often due to easily controllable factors.
Multi-Franchise Owner, Financial Advisor, Rental Property Management, and proven Entrepreneur
1moAs a business owner, I always appreciate when I’m contacted directly (through my office and managers) about my employees, rather than having a customer jump straight to leaving a review. When they reach out, it gives me an opportunity to address the issue and right the wrong to the customer. To me, a review feels more concrete and like the customer is looking to complain rather than give constructive feedback.