Bruegger's Bagels — Restaurant in Apple Valley

I tried to give this place the benefit of the doubt after having horrible service multiple times.. Its always in the morning where the crew is slow and constantly complaining about how "Everyone moves everything and they cant find it anymore". I typically go to this location because the lines are so much shorter than the ones on Cliff, but now I know why they are...

Even with the longer lines at the other location, the staff there is SO nice and moves faster than a snails pace - I never hear any complaints. I understand long waits if it is busy - but every time i've gone in there has never been more than 2-3 people waiting in line (including myself) and its never been less than a 20 minute wait (and to be clear, i only order 1 bagel with cream cheese - so its not very time consuming either). Its due to only 1 person making bagels or there is no one at the cash register - ever. There is always a group of 2-3 girls chit chatting while customers wait. I witnessed a customer wait for over 10 minutes JUST for a coffee sleeve... the same employee walked past her TWICE - without asking if she needed anything.. I had the same worker stop making my bagel to complain about the night crew - WHY would a worker (anywhere!) ever do that?? i dont typically complain on a public platform like this but something needs to be changed - this place...

Food is good, service is bad. Extremely poor management which leads to bad work ethics and customer service. I understand that there can be people ordering multiple items at a time but, 20 mins is an undeniably long time to wait with only 6 people ahead in line. The majority of the times I have been to this location it has been dirty and under stocked. I do not blame the workers because I believe that the problems stem from a poor business plan and lack of organization coming from upper management. There is no good process or system in place for how the food is prepared. It is obvious that there is little or improper training provided. With such a busy location, they may also need more equipment to handle the rushes they encounter on mornings and the weekends. I have had similar experiences with 2 other locations multiple times. I do also understand what thin margins restaurants have, and I know it can be tough to even be profitable but... If you want to be truly successful in business you must take care of your workers and provide them with the right tools and resources they need in order to give great customer service. I write this only hoping it inspires upper management to take a look at things and hopefully do...

Considering the poor cashier was just a kid, this sad review will be directly regarding the leader, Jen. Jen sent this poor young man outside to accost me in my car when she apparently failed to communicate my proper order to him to receive the correct $$ for my order. I could not believe what was happening when this kid knocks on my window as we are about to pull out. When I roll down to find out what happened, he accused me ignoring him. I told him I was going to go in and speak with his manager, and he tells me she sent him out there! She trained him well to be rude and I told him after the ordeal finally ended (after I finally got to the bottom of the problem and went back inside to make it right) that I felt sorry for him. She was rude to my face when I got back inside. It was an awful experience as I was yelled at and accused of trying to steal a $1 bagel that was apparently left out of my total. I asked 3 times for a receipt, and he can’t speak well in a mask through a plexiglass wall but I’m sure Jen blamed him.

Update: the regional manager Mike was extremely professional and personable in the good old fashioned way of customer care and has resolved this issue. I give him a 5 star and hope for such on my next...