Deke's Bagels — Restaurant in East Lyme

The reply from the owner is all you need to know.

Mom and Dad have been wanting to try this place after hearing great things about the place; however they are located quite a distance away from where we're at. Distance isn't a factor of any of the stars, though it will come up later.

How did I decide the overall rating? I asked everyone who ate separately and determined the average between us for the ratings. Let's get into it:

Firstly, the food is nice! I agree with dang near every positive review of the product. Deke's has a nice selection that any bagel enjoyer would enjoy. They don't taste like a run-of-the-mill Dunkin. You can tell the bagels were made with more attention and care than DD. I personally enjoyed the onion powder one, it was fairly nice. Which apparently doesn't exist on the menu, but an onion one does...odd. Didn't know onion powder has no similarities to onions but I digress.

Next, the average score for the service used to unfortunately be a 2, but it had to shrink. With all of the positive impact the food had on myself and the others who ate, it stinks to have to give a lower rating. The reasoning, in my opinion, is fair to bring up. We ordered 12 bagels, a fair dozen. Three of one flavor, 3 of another, 3 of one more, and the others were each a different flavor from that. They had only one of the garlic bagels left, which meant they had to sub in two for another flavor. None of this is due to the place itself, I understand that there might not be a certain flavor or item left especially if it's popular. But what I would say is fair would be mentioning that they both came home and opened the bag finding only 11 bagels. Since we live a relatively longer distance away from the establishment, it's not something we can justify going back just to pick up a lost one. This is where I had to dock the rank a peg. And sure, my parents could have decided to check the bag, but we typically operate on the honor system. They order 12, the bag is heavy, we think 12. From what I gathered talking to my parents, the rest of the service was pleasant. They both decided they'd likely not go again since the first visit was one they were shorted.

Next, the atmosphere. Again, this is something where I physically wasn't there to take note of. I asked them for their opinions and they just said it was just another oitside window order place. Nothing there to be offended by, but nothing to write home about either. I would be willing to bet the two of them didn't pay much attention to the atmosphere since they typically don't anyway. Take the atmosphere rank with a grain of salt.

Lastly, for the overall rating, their average score turned out to be 1 star now. It would have been 3 if there wasnt a reply bashing me and my family on my fair criticism. I likely will not be interested in giving it another shot, as I once thought I would.

The focus behind owner's reply seemed to be assumptions rather than addressing the issues mentioned, like...well you potential customers can see...

Incorrect order, forgot to add 2 waters but refused to let us buy a second because of the $5 minimum, the bagel was wrong and corrected it by scrapping off the egg and cheese from the incorrect bagel and added it to a new bagel. GROSS - and it had random food debris from the dirty counter including Onions and crumbs. Couldn’t eat it. It seems out of spite because he was rude and mean when we asked for it to be corrected. He cause so much stress it ruined our appetite, my son couldn’t eat his bagel it was so gross, he humiliated us, ruined the experience and it is my birthday - completely uncalled for. Too bad because we’re locals and won’t be back.

The audacity to state we ate the food and you saw us? you’re not being truthful by saying you saw us eat it and that is just as disturbing as Being so cheap is to scrape off food from one bagel and smeared on another. Look at the cameras again, he took a bite when you brought it out to us and spit it out because it was disgusting because he now tasted seeds and onions. Then he opened it and looked at it. We saw what you did. That was cheap, disgusting and highly insulting to the restaurant industry. I have the receipt from Starbucks (receipt number 732655, the one right when you get on the 95. In East Lyme Time stamped 10:38 AM) because we went there instead. Check your trash that’s where it’s at. You disgustingly Scraped the egg and cheese off of one bagel and smeared on another with a dirty knife and a dirty board. I don’t think the Board of Health would think that was very acceptable. we sat there for a few minutes so I could compose myself and write the review. You had me in tears because you were so nasty and unnecessarily rude. we were calm and sitting down. In fact, we were having a very nice conversation with some people waiting for their food. It was a beautiful time until you did this. Check your cameras again because I was wiping my tears away. You told me yourself you were very confused. Clearly customer service is part of the confusion!! Shame on you! Your true colors are evidence in the way...

First time customer; disappointed.

I arrived to the Niantic location at 7am on Saturday to find the window closed, they open at 7am. I waited cause I saw two ladies in white coats and two men in the bakery. I was never greeted but instead got stairs from Deke’s employees and a laugh from the two ladies in white coats as they came to check the contents in the display window and clearly made eye contact with me. It wasn’t until 7:17am that the window opened and Olivia set up the tip jar and iPad. I told her I have been in line for 17 minutes and no one even came to me to say we are running a few minutes late. I guess they are only trained to do their own jobs. Clearly the crew was waiting for Olivia to get to work which she was late and open the window. I ordered a half dozen bagels which on the menu and website cost $9, I was charged $11.72 or $1.95 ea for a total $12.59. Clearly not what was advertised. I would like anyone to consider their first interaction with Deke’s business. I am disappointed in my first experience at Deke’s. I have emailed my experience to the owners website and no response. I have a picture of my bill of sale, menu and web-site to show me being over charged, still the own has never reached out to correct this. Clearly they hire anyone. I would have them focus on team training and baking skills. I still wait for a...