Western Bagel — Restaurant in Burbank

While I’ve ordered from them online in the past, my first time In store experience was… to put it mildly left to be desired, as a professional chef who’s worked in majority aspects of restaurants I can definitely say they’ve got some work to do, with so many hands back there making food it seems their system is who ever helps you is the person you check out with, a young man named Alex who I’m sure has ties to the owner seemed to make it known only his customers mattered by nonchalantly waving me off at the register and said “she can help you..” instead of maximizing time and completing the transaction for his co worker who diligently went to work instead of completing the transaction (was most likely her first week) and young man made it a point to interrupt and flirt with who was making my food, after completing the transaction I wasn’t sure if I was supposed to sign for anything because I wasn’t handed a receipt, and when I tried to ask, whom I undoubtedly thought might be the owner or at least manager do I need to sign anything she candidly interrupted me and said I’m not helping you, again I insisted hey that’s my receipt as she looked to her employees and asked is this anyone’s that’s when my fiancé asked if I needed to sign for anything and I got a direct answer of no, maybe it was the towel I had draped over my shoulders because I just came from taking my son swimming, maybe it’s just the time of the day, but my first time there and everyone behind me got prompt service and no attitude, lets me know I won’t be returning in store or via delivery, you all need a better system, an overall attitude adjustment and...

Missing bagels would not sway me to leave a 1 star review. What sways me is the lack of customer service I received from Sylvia. Hopefully speaking to Manager Brian tomorrow will produce a better conversation.

I called to share that I was missing bagels from my Sunday order. We ordered thru the western bagel app, and upon pick we only received 19 of 30 bagels. The bagels were for my gender reveal and ultimately, I did not have enough bagels for my guests.

Speaking to employee Sylvia today I initially said 6 were missing and then my husband reminded it was 11. I updated her and she said “are you sure?” I said yes. She went on to say “ma’am that is highly unlikely that you were missing that many bagels.” She said twice it was highly unlikely.

Her resolution was for me to come in and pick up the remaining amount. 1st of all, the event is over. This is not an acceptable resolution. The store closes at 2pm. I cannot leave work to drive to Burbank and pick up bagels I no longer need. I asked for a refund for the missing bagels and she says she’s not the supervisor she’s only covering for him right now and they cannot do a refund without us being there in person. Something about corporate involvement.

She asked me if I wanted her to write a letter to Brian so that he could help us when he comes in. I said I will call him back tomorrow. Being told a mistake was “highly unlikely” was so rude and I can’t fathom feeling comfortable to order from this store again. We deserve to be reimbursed at minimum for the 11...

Every time we try to give this place a try, they ruin it. We've gone in to order, we've placed orders through the app, we've had it delivered - and every time, there's some kind of issue.

One time, it was that they ran out of the bagels we had ordered, and rather than letting us know, they substituted a random bagel in that we didn't want, and didn't find until we'd gotten home.

One time, the app wasn't working to redeem a reward, and no-one we spoke with cared enough to figure out the issue.

This last time, we ordered it for delivery, and after it was over 30 minutes late, they told us that their printer paper had run out and they had never gotten our order. It took multiple calls to sort it out. And when it finally came, they hadn't followed the order instructions and were unkind to our driver.

The through line here? They don't care. The employees & management at the Burbank Western Bagel have an attitude of just not caring or bothering enough.

If you accept that, you can (usually) get a bagel that you'll enjoy well enough. But shouldn't we have higher standards than that? Shouldn't we get what we order? Shouldn't we not be made to feel like we're "less than" just because we'd like our order to be right?

Please, Western Bagel. Please...