Captain BroadyTLDR: Order placed (with a promo code used) was somehow missed out, resulting in a nearly 1-hour long wait for an ala carte 6-piece boneless + 1 ranch sauce. Today I decided to order an ala carte 6-piece boneless + 1 ranch sauce from this outlet to let my family try Wingstop since they don't eat it. I also had received a promo code from Wingstop recently and thus used it on my order this time. To pre-empt the dinner crowd, I ordered it on the website while I was still on the train heading towards Paya Lebar at 6.17pm. I reached the outlet at around 6.25pm and knew I needed to wait a little while, so I just stood at the front of the store and waited. Time flies and at around 6.40pm I decided to check with the staff to see if my order was being prepared. However, the male bespectacled cashier dismissed my concerns, saying "it's being prepared" without bothering to check my order number or ask how long I've been waiting. Thus, I decided to give him the benefit of the doubt and wait patiently. Another 10-15 minutes fly around and my order was not yet ready. So, I checked with the same cashier again, telling him my order number. He asked the kitchen staff about my order, and the kitchen staff replied "it's being prepared". And so, I decided to wait further. By this time, at least 40 minutes had passed and dozens of customers and grab food orders have come and went. At around 7.05pm, I couldn't stand it anymore and went over to ask the staff again for the THIRD time. [I mean, this is literally an ala carte 6-piece boneless which wouldn't take more than 15 minutes at most to prepare.] This time it was a different staff member and I asked him if he could help me check if my order went through. As it soon turned out, my order was somehow skipped (it was never made) and the staff instructed the kitchen staff to do a "repeat order" for me. At around 7.15pm, I finally received my order. The same staff that actually helped me apologised and I told him it's alright because as someone who has worked in F&B before, I know issues will happen once in a while. I think because of this, I also received two extra pieces of chicken, so kudos to him and the kitchen staff. My main gripe is the poor service that I experienced today because we all know Wingstop is really expensive, and if you pay more, you'd expect at least a decent level of service standards right? If the male bespectacled staff had attended to my issue much earlier instead of just dismissing it (I mean, I was standing in front of the store for an hour so it was quite obvious I was waiting for my order), then I think I wouldn't have to wait for almost an hour just for my order. Most importantly, orders shouldn't even be skipped/missed out in the first place. I think there has to be better customer service standards, like proactively asking a concerned customer how long have they waited and most importantly, for their queue number. I would also suggest maybe serving up an extra side of small fries as a service recovery measure because what I got is really not worth waiting for AN HOUR. I will still patronise this outlet and Wingstop in general, but if something similar happens in future again, I would very much consider avoiding this outlet (and this chain) altogether. Hopefully it won't come to that.
Amira YinThe food is usually quite good. I always order the Louisiana rub but today when I ordered my usual order, the chicken looked plain. There was actually no seasoning at all. When I went to the cashier to double check this was actually Louisiana rub, the cashier confirmed it is. The chicken is really plain and I’m quite disappointed since I usually like the chicken here. The chicken had no seasoning and it tasted like regular dry chicken without any of the Louisiana rub I ordered.
Isadora AlimuddinThe best service and food straight away come from kitchen.The location is easy to find. The food is provided by Azrad.thank you ⭐️⭐️⭐️
