Nico's Bagels & Brunch — Restaurant in Crofton

Very rarely have I experienced such poor customer service at a restaurant before this visit. I visited Nico’s on Sunday to get one of the crabby bagels. I live an hour away, so I called around 7:40am to check if they had any crabby bagels left before I made the trip. The woman I spoke to on the phone was super sweet. She doubled checked with the kitchen to make sure there were still bagels in stock and told me if I placed an order over the phone, she would make sure to set them aside for me for when I went in. I order two crabby bagels and paid for them. I also confirmed with her that I would be able to go directly to the pick up area when I arrived.

After making the drive, I went to the pick-up area. Rafe was the manager at the front calling out the orders, so I went up to him to explain that I called ahead. I was asked for the name on the order, and without even checking, I was told my order was not ready. I tried to explain that my order was paid for and set aside for pickup, but was told everybody waiting had called in the night before. I waited about 10 minutes before asking again what the wait time was like. Once again, he asked for my name and told me my order was not ready without checking any system. I tried again to explain that I was told my bagels would be set aside for pickup, and was rudely told that they had orders from the night before and online orders coming in which all had priority. He condescendingly pointed to the screens in the kitchen and told me that those were all orders that were currently being prepped and therefore my order was not ready. Not once did he check any of their system or asked someone else to check. The woman who took my order over the phone overheard the conversation and stepped in to ask me for my name. When I gave it to her, she said my order was already prepared and immediately handed me a bag that was sitting on the pickup shelf.

Rafe did not apologize for the misunderstanding or for the way he spoke to me. I have never been talked to in such a condescending manner by a staff member let alone someone in a management position. This was honestly a very upsetting situation which is highly unfortunate because the crabby bagel was delicious. It’s sad to have a new experience completely ruined by one...

Disappointed by Today’s Experience – You Can and Should Do Better

Today was my second time dining here, and unfortunately, the experience was a letdown. We placed a simple order for three bagels — not a large or complicated request. However, I watched as several customers who arrived after us placed their (often larger) orders and received them well before we did.

We waited for about 30 minutes with no update, explanation, or apology. What made the situation even more frustrating was watching the manager check in on a table right next to us — a couple who arrived much later but received their food around the same time we finally did. Meanwhile, my family of three, who had been waiting far longer, was completely ignored.

I’m not sure what went wrong today, but this is a noticeable decline from the service I received on my first visit. It’s disappointing to feel overlooked and unacknowledged — especially when all customers deserve to be treated with respect and basic courtesy.

To the management: please take this as constructive feedback. If there’s a delay or mistake, acknowledge it. A simple update or apology goes a long way. Your food is good, and that’s what might bring us back — but the service today was unacceptable.

You can do better. Please be better.

– The paying customer in the baseball cap, seated right next to the guy in the blue jacket you greeted… while...

I want to revise my Google review that was posted several days ago. I had originally posted that I was very disappointed that Nico’s had changed the recipe for its original delicious bialeys. Since my post, my disappointment has been addressed by the owner, Jerry. Jerry has assured me that the original bialey will once again be available on a regular basis. I am very satisfied with this decision. Jerry was very easy to talk with, and I feel he truly understood my concerns. It seems as if so often commercial businesses have a range of products that people grow to love and depend on, and then, one day those products are no more. Customers seem to have no input, but, fortunately, Jerry listened, and then acted. Thank you so much, Jerry, for listening to one of your regular clients who loves your bialeys. It was very refreshing to know you demonstrate and practice the right attitude as a local business owner. Thank you. Much appreciated. 🤗 Thank you so much for your kind gesture. While I was waiting for my order, 2 of your employees spoke with me and told me how much they enjoy working in your bagel shop. They both said there is a very positive vibe working there. They are very lucky to be on your...