Bruegger's Bagels — Restaurant in Brecksville

Absolutely horrendous experience! Walked in to a line, no big deal it was the morning, expected it to be busy. The cashier nicely let everyone waiting know they are busy but will be with us as soon as they can, that was kind of her to acknowledge us, we continued waiting. Once we got up to order, the worker whose name we now know is "Noah", looked up and asked us what we wanted to order. I gave him my order for a bagel sandwich and he stared at me for a second and then said "Are all of you together?" as he pointed at my family and I with the knife he had in his hand and I responded "Yes", then he let out a dramatic sigh and slammed down his knife. He pulled out some sheets of the paper they wrap your bagels with and said "What did you want again?", I repeated my order and then he looked at my 11 year old daughter and said "What do you want?" and she told him a bagel with cream cheese, he SHOUTED at her and said "YOU WANT WHAT???" and she told him again what she wanted. By this time my husband was upset at how he was treating our entire family and when it came time for him to give his order he made sure he said it loud enough for "Noah" to hear! As we waited to pay for our food that we weren't even sure at this point we wanted anymore the customer in front of us turned to us and said she has been to this location several times and has been treated rudely by "Noah" before multiple times and this will be her last time coming to this location. When we got up to pay we told the cashier, she kindly comped some of our order and apologized but also commented that it was a rough day. I explained we all have rough days but this was no way to treat a customer! We will never return, "Noah" was plenty rude enough to ruin any...

Guess I should add my .02¢. This place has always been busy since HS but I don’t remember it being so poorly managed. Saw it was busy so we placed an online order through the website (not third party) and went to get coffee to kill time. Headed back thinking an easy 2 toasted bagels with cream cheese would be done. Nope. Took exactly 39mins to receive our order. No biggie we were patient. Grabbed the order and it wasn’t the right bagel for my order. Welp cool. Started walking up to ask if they had the right bagel and one worker loudly spoke across the room as he saw me approaching saying “anything wrong” so I mentioned the bagel being incorrect. He said we don’t have it so we can’t give you one. It was a hash brown one so a decent amount more vs the plain I received. I asked if it could be compensated for the difference. He said “no bc you shouldn’t be able to order it online if it’s out of stock” well why would it say it on the order confirmation and receipt 🫠. The manager couldn’t figure out how to do anything to make the situation right. She definitely lacked managerial skills. I get if you were short staffed or something but there were 4 people, 5 including her and it takes that long to work the process through properly? Soooo after they told me they can’t compensate me, the manager gal told me I could as corporate but don’t expect anything out of them. And the louder guy that spoke to me across the place told me to file a chargeback with door dash and they’ll probably refund me bc he does that all the time. Cool it was direct through the site hun. Honestly...

This location has to be the worst run Brueggers I have ever been to. We have actually driven 10 extra minutes to go to a better location multiple times. I was short on time today so decided to give the local one another shot. Ordered online 50 minutes before closing get to the location 10 minutes later and walk into the lady telling me they can't complete my order because the are out of bagels. No notification prior just walked in and she says sorry we are all out and that they are about to close. I told her they don't close for another 35 minutes and she said that they turned off the ovens at noon! The drinks/cream cheese had already been put away. The icing on the cake, when I said ok fine how do I get a refund she said sorry you have to take that up with corporate I can't help you. The other lady working stepped in and at least went and got me the phone number. The bagels are regularly sub par and that was a terrible display of customer service. Final straw for me, I won't be back and unfortunately I would recommend going anywhere else.

Update: I got the first response from Brueggers 8 days later (tonight 7/10 at 7:03pm). Here is the entire email copied and pasted-

”Hi Andy ,

This has been refunded, please allow 7-10 days for this to reflect on your account.”

That's it. They did apply the points I used back to my Brueggers account today but 8 days for any response and not even an apology or we will do...