The Great Canadian Bagel — Restaurant in Oshawa

I have been frequenting TGCB for years, and have always been happy with the experience, the friendly helpful staff, the selection even in the late afternoon when there is only a few bagel flavours left because the bagels are just that good, etc.

Today, not so much. I wasn’t going to even bother doing this review since everyone’s entitled to an off day, but when I read the review from Chris K (two months ago) and the owners response, well something has changed and it isn’t for the better.

I walk into an empty shop and was greeted, as usually, by a friendly smile and the usually request of what I would like. Now there were four servers and the one serving me must have been in training or just very very new. She took my order and proceeded to put my bagel through the toaster. After the bagel ran its course, the young lady asks if it was toasted enough for me. I look and it doesn’t even look like it ran through a toaster at all and I also was allowed to feel it and it was stone cold. So of course my answer is, no, it isn’t toasted or warm so please re-toast it. The other servers seem to look at each other. The young lady, still very pleasant and apologetic, puts it back into the toaster when one of the experienced women walks over (seemed like a lead or maybe even the day manager), looks at the toaster, turns a knob, and whispers something to the young server. And so the bagel appears again, still somewhat barely toasted but I say just proceed. The young server then asks again, what I wanted on it, butter, salt, pepper, and I just repeated, cream cheese, salmon, red onions, capers and salt and pepper. So she begins to spread the cream cheese and then asks if that was enough (of which it was not nearly the amount of cream cheese that I am use to from this company) but by this time, almost 15 minutes into a quick pop in for a bagel, I just want the bagel build finished. I do however ask “perhaps put some cream cheese on the top half” (hoping to get the amount of cream cheese I usually receive) to which a server that was putting plastic wrap on the bins, when I entered the shop, finally pipes up to say we don’t do that. So I just say then carry on. And so after over 20-25 minutes now, I pay for the bagel, receive it and leave. Oh and there was a gentleman who entered the shop while my bagel was being made. I noticed he left the shop before I had the chance to back up and drive out of the parking lot, so I am not exaggerating that the time spent to get my bagel was way too long!

Now if there are new owners, please look into staff training. The young server, was always pleasant, but shouldn’t have had to ask if the bagel was toasted enough, should have known the toaster was turned off, or at the very least not have to ask if there was enough cream cheese on my bagel (because no there wasn’t nearly enough). Isn’t there store standards? Usually a more than generous helping of cream cheese, I may add, but again, not today!.

I am a regular customer and part of your rewards program. I made a special trip to the shop since I hadn’t had the time to visit in a while and was so disappointed. I felt like there was a young lady left to flounder through her customer’s service with very little support from her team. Let’s hope...

I’m writing this with full honesty as I’m hoping Will and his wife will take it seriously (as constructive, professional criticism).

I’ve been coming to this store since I was a little girl. My family and I have spent many years here enjoying this little Oshawa staple. Even after this review, I still plan on returning as I love the quality ingredients and freshness of these bagels. However, I’m hoping this review will bring insight and importance to much needed changes at this store.

Over the last few weeks I’ve gone to the store frequently, about 1-2 times per week. I’ve noticed there is a very significant difference in work ethic among their staff members. When I’m in line, I’m always hoping for a specific staff member (both of these young ladies are swift, fast paced, friendly, and promt when dealing with customer’s orders). The other staff members are half asleep, dull, not friendly and do not have the same work ethic to be working in a food service environment. Specifically, the two newer girls who have just dealt with this week (yawning, head scratching, and not having any communication with customers). Why is it that some staff offer customers the opportunity to be satisfied with how toasted their bagel is or if the amount of cream cheese is decent where the newer staff members barely make eye contact, yawn and work slower than they should? This is where management needs to be involved to ensure their staff are trained with the same style and skills needed to work in a busy, popular, fast paced food joint.

Today I waited 28 minutes for an order for 4 bagels. This isn’t normal and it should at least be acknowledged and improved with whatever means possible.

Many of us are aware that times are tough for small businesses and for people in general. Hiring quality staff is harder than it’s ever been. However, ensuring staff are keeping up with pace and providing an equal and genuine interaction with each customer is important for the business.

Kudos to the two young girls with glasses who are friendly, polite, kind and swift. You are the type of people we need in the food industry!

I truly hope this review provides helpful and positive feedback in order to improve the quality of service amongst all staff at this location so there is flow and consistency.

Edit/update: Hi Will, if you were not aggressive and unapproachable I’d definitely approach you for a much needed conversation about the professionalism lacking in your establishment. It’s unfortunate that you are aggressive in your approaches when dealing with customers who want to provide structured criticism help you improve your business. My family, friends, coworkers have come here for many, many years. We’ve met and spoke many times. I’m not comfortable being around you therefore you should take these well-written, constructive reviews with some seriousness.

Safe to say myself and family will not be returning as long time customers.

All the best. Goodluck with...

Update review: I revisited this location today based on the feedback and follow-up by the owner. What a difference in the service I received in this visit compared to my last. Unfortunately, due to my work schedule I am not able to make it till close to 3pm. This time I was not able to get there till 5 minutes to 3pm. The service was friendly and kind. And I was able to make a purchase! This is the kind of service I expect and am so happy as I got my craving filled and will definitely be back as often as my schedule allows. Review has been updated based on this visit. I look forward to many more bagels in my future. ☺️

Original review: (originally posted Oct 4, 2024) So disappointed. Terrible customer service. I rushed to this location after work to get a late lunch (knowing they close at 3pm), got there 10 minutes before 3pm (was so happy I had made it) and they had lots of bagels left. Was told “everything has been bleached so we can’t sell you a cream cheese bagel, only bulk bagels”. What?! This would be like going to a retail store 10 minutes before close and they tell you that we already cleaned up the clothes and so you are not allowed to try things or touch the displays! When you close at a certain time, you do the clean up after you close!

Edit based on response from owner: thank you for talking to your team and for your honest response. I will try your restaurant again (as I do truly enjoy your bagels). (See above for...