Bagel Emporium & Grille — Restaurant in Coral Gables

My husband and I have been here for breakfast/lunch numerous times. We have had only great experiences with the food and service until today.

I arrived first, as my husband was wrapping up an errand. I inquired inside as to available seating outside (as there were empty tables with chairs turned upside down on them, but I wasn’t sure if it was just because it had earlier or something else). The host/manager I spoke to - David, I think - was rather dismissive in the way he informed me the tables were “clearly closed,” but I let it go and chose to be empathetic as they were very busy this morning. He eventually realized there was a table available outside that just hadn’t been bussed yet. Once the table was clean, the man he tasked with seating me was very polite (I didn’t catch his name) and let me know a server would be with me shortly.

Our server, Susie, was prompt and beyond helpful, offering suggestions and recommendations in a very relaxed conversational manner, and I could tell she was like this with many of her tables.

Unfortunately, right as we were wrapping up out meal, and elderly couple walked up and inquired with Susie about the two person tables I mentioned earlier. She didn’t outright tell them no - told them everything was wet and ask if they were sure they didn’t want to sit inside. The older man was complaining about how cold the air conditioning can get, etc. and being quite adamant that they needed to sit outside. Susie had a hand on the upturned chair next to her and was clearly trying to figure out how to proceed in a way that wouldn’t upset the customers. I was about to intervene myself, because being unnecessarily unkind to service workers is a pet peeve of mine.

Enter David, the gentleman I allowed a bit of grace earlier in the morning.

One would expect him to address the customers, and inform them politely and apologetically that “Those particular tables aren’t available for service at this time, but I can seat you inside in x minutes. We would love to have you dine with us, but understand if that’s not the compromise you were looking for.” But no.

Instead, he speaks to Susie - not just an adult who deserves basic respect, but a team member who is facing the same stresses of a rush as anyone else working there - like one would speak to a child they’re scolding. It was so off-putting that the French toast I had so recently enjoyed suddenly felt very heavy and uncomfortable in my stomach.

I’ve worked quite a few customer facing positions in food service, hospitality, and the health/wellness industries. I get rushes and bad days and being overwhelmed. And I really hope whatever it was that was weighing on him is resolved. But I also hope that at some point, he takes a moment to apologize to the team members he was so unkind to, and thanks them for showing him so much patience. If my husband hadn’t convinced me otherwise, I would have caused a scene.

Maybe if you’re so frustrated having to deal with explaining the “closed” tables, put a sign out. Or stack the chairs away from the tables. Or do both. Literally anything other than being rude to people will...

Recent poor service from manager (will no longer be a customer)

I have gotten takeout from Bagel Emporium about once or twice a month. Generally service is fine and food is OK. Recently, however, I had a poor experience with my takeout. I had ordered a toasted bagel with lox and light cream cheese for a friend. When I got home we discovered that the bagel was without lox, but had some "nova" or "salmon/cream" cheese spread, not at all what we wanted. I went back to the restaurant and told them there was a mistake and this is not what I ordered. The owner or manager behind the counter had instructed the employee to simply add the lox to the old bagel, which was by now quite soggy. I therefore asked if they could just make a new bagel. The "manager" initially refused, stating that it was "essentially" my fault and that I had asked for Nova spread (I had never heard of Nova spread before). I informed him that I had not ordered Nova spread, and I repeated my order to him. I said if he wouldn't do it, I'd like my money back. He quickly acquiesced and a fresh bagel and lox was prepared. However, the manager told the employee to charge me the difference (which turned out to be $8), which was a bit unexpected since they had (I felt) messed up and incovenienced me. If the bagel wasn't for a friend, I would have left right then. The manager never once apologized for the inconvenience, and acted like a putz. I will never get food from this...

I can’t believe that the owner thinks that I’d spent my time besmirching the restaurant reputation because he doesn’t believe that they got the order wrong 3 times. Instead look into it and see what’s going on in your business. That’s what I’d do if I was the owner instead of denying what a customer tells you. Why would I make it up if it wasn’t true? Very poor service. I talked to a manager named Joanna and all I got was excuses. I ordered delivery and on the third time of having missing items I finally decided to call and let them know that someone was not paying attention or did not care about getting an order right. The first time there was no Matzo ball in the Matzo ball soup! The second time there was no mash potatoes in the turkey dinner. The third time there was no gravy or cranberry sauce in the turkey dinner. I was told by Joanna that her boss did not allow gravy or cranberry sauce on Uber orders and that I had to contact Uber about it. This is as lame an excuse I have ever heard. VERY POOR SERVICE! They do not own up to their mistakes and instead place the responsibility on people that have no control over the matter. I did not want money back nor excuses. All I want is for them to get the orders right and give me the gravy and cranberry sauce that comes with the turkey dinner! Is that too...