Bruegger's Bagels — Restaurant in Cleveland

Every time I come to the Bruegger’s at Cleveland airport I have a horrible experience that always leaves me so uncomfortable!! The first time the woman taking orders was apparently speaking to me, but I couldn’t tell because her back was facing me. Then she whipped her head around and goes, “OH MY GOD HELLO??? I SAID ‘NEXT’!!” I’m sorry, how was I supposed to hear her when she had her back toward me?? So unpleasant.

Well this time I was so focused on being ready to avoid getting yelled at that I didn’t even see the sign that said “wait for the next person to be called to step up” and I guess I stepped up before she was ready for me. My bad. Well she goes, “OH MY GOD YOU’RE AGGRAVATING MY NERVES CAN YOU READ??? I’M NOT READY FOR YOU YOU’RE SO AGGRAVATING!!” It was so disrespectful that I just walked away without ordering.

It’s almost comical that both times she screamed at me before a single word even left my mouth. I don’t know what her issue is, but I think she should find a job where she doesn’t have to deal with customers if she has such a short fuse. As a server, I’ve dealt with plenty of ‘aggravating’ customers who have done much worse, but I’ve never yelled at them. I don’t know her name, but judging by the fact that this has happened to me twice before I even had the chance to speak, I’m sure you’ll know who I’m talking about. Seriously rude.

Edit: After scrolling through at least 50 bad reviews about staff being rude I’m wondering how she’s still employed/how this place is still open. So insane.

Update since it was requested: Guest services responded that they’d notify the regional manager. Seeing as how this has been going on for years, I don’t expect anything...

i have literally never left a bad review in my life. i recognize at the airport and especially in food service jobs everyone’s stressed and moving quickly. that’s no problem! the man that took my food order was perfectly lovely. the man at the register that took my drink order literally made me cry. i was already fragile from having a rough morning, which i don’t expect any stranger to know but this was so unnecessary. i ordered a cold brew. the menu says they have alternative milks so i asked for almondmilk. the man taking my order holds up his hand and says they only had a half and half creamer. only half hearing him i simply asked to clarify that there was no alternative milks available (i’m lactose intolerant, aren’t we all). instead of just saying no the creamer is all we have he raises his voice at me saying no i’m telling you this is all we have. his tone baffled me so i threw up my hands to indicate i didn’t mean to be bothering him. he immediately gets defensive and starts yelling at me in front of this line for getting upset. maybe i’m being dramatic and the early morning/external reasons made me so upset, but i thought that was so rude and could have been handled...

Until this morning, I had never been to any place where every single enployee was genuinely mean. As someone who also works customer service, I was dumbfounded by their behavior and how they treated me and my family. The simple act of approaching the counter elicits eye rolls, sighs, and other various dirty looks. You ask a question and they look at you in the eye without answering for what feels like an entire minute. It’s like they’re trying to make you feel so ignored and unwelcome that you'll just go away. I understand that it’s early in the morning, we are all tired, we’re all a little irritable, but there is no reason to treat people like this in any situation ever, especially unprovoked.

Aside from the terrible treatment, perhaps you should block off from your menu the items we can’t order in the airport. Why have half a dozen bagels listed on the menu if we aren’t allowed to order half a dozen bagels? Ended up having to order 3 bagels for half my family and my partner had to pay separate and order the other 3 bagels. We still got 6 bagels but had to take all the extra steps. Idk if this is typical but they were...