Fine Bagels — Restaurant in Berlin

Made a mistake with my order and then called me a liar when I asked them to fix it (!!).

Came here for lunch today and ordered a sandwich without mayonnaise. Sandwich arrives and has mayo. No big deal: I bring it back up front to ask them to fix it. Moments later a woman (who I later learn is the manager) comes back to my seat with the original sandwich and insists that they didn’t make a mistake: I never said anything about mayonnaise when ordering (bear in mind she wasn’t there when I made my order). Insists that I’m trying to change my order after the fact and that I want them to “waste food,” and refused to fix the problem. She even waves the original order ticket at me as if this is somehow proof of what was said when I made my order, instead of the girl at the cashier not hearing me or making a mistake. Multiple other customers said they thought she was being totally inappropriate. (They did eventually refund me, but were very rude and insisted that I was lying about my order.)

This makes me very sad because I actually really like this place and come here fairly often. Great bagels that reminds me of home in NY, and want to support a business that doesn’t hide their Jewishness. But hard to feel good about myself going back anytime soon after this experience.

UPDATE: I see the owner responded to my review below, and misrepresented the situation to make it look like I’m crazy. You’ll have to judge for yourself what you think, but I’d suggest looking at how the owner responded to other negative reviews to get some more...

We loved the vibe of the place, the menu, the food and drinks. We were here twice during our trip to Berlin, they have the best chocolate chip cookie I’ve had, the cheescake was super creamy and the brownie is dangerously fudgy! The bagels are also really good BUT the first time our order got lost, we didn’t want to call the waitress as they already look stressed enough, after a good 30mins we said our order never came and she ofc looked at us as impatient costumers but when she came back she realized that yeah, our order was lost. She offered a free baked good and that was it.

We decided to give it a second chance before leaving and the same thing happened!! Our order was lost, the very nice waitress brought the order but it was wrong. By the time we ordered again they were out of ingredients we ordered and had to settle for whatever other order they mixed ours with (a salmon with fig egg bagel [not good]) again we were offered a free bagel, and yeah that’s nice costumer service but clearly there is a problem to solve! how did this happen twice? The place is good and food is worth but I guess some issues have to be solved Mostly pictures of desserts cause we waited too long for...

Updating to 1-star based on AGGRESSIVE BULLYING REPLY FROM THE OWNER.

Dear owner, I am half Ukrainian and I am not sure which of my feelings you are trying to hurt in your reply and why you discriminate people based on ethnicity (be it Ukranian, Russian or Palestinian - this should not matter to you or anyone!) - this is totally NOT OKAY in Germany, citizen of which I am!

Owner edited my comments saying I bullied their staff which absolutely does not fit reality. The only things I said in the store is: can I get my bagel exchanged (I was given wrong one) and if I can talk to owner about her aggressive reply on Google. I was told she is never at the store and this is normal for her to reply like that. This the owner calls "bullying". She was not ever there to witness the situation!

Quite rude service :(

P.S. I am aware the owner can answer quite aggressively to all comments that are not 5-star, including discriminating based on nationality (see the reply to Valeria), but still decided to share my view.

However what I like about the shop is being able to always pay by card and the Danish Cheese...