Bruegger's Bagels — Restaurant in Fairlawn

It pains me to leave this review for literally my favorite place to get bagels/bagel sandwiches in the area but I do so in hopes that it improves. I understand whole heartedly that Covid took its toll on many businesses of all kinds so I was extremely understanding for a long time. I have gotten to the point that it seems as though quality and care has been quite possibly permanently damaged at this point.

To start with, the last 3 times I went, no one plugged in the open sign that is powered by an extension cord laid on the floor. I mentioned this each time and no one even cared to turn it on. “Oh, ok…” the last time I plugged it in for them while I was waiting.

Second, without any signage to notify, the standard is now 2 eggs on a sandwich unless you specify only one. This feels like a lazy money grab in my opinion. If this is the policy, it should be noted somewhere prominently.

Third, it personally feels to me that the non-bagel related sandwich ingredients have been sub-par since Covid. Ingredients that used to be available are no longer and the currently available ingredients are not as quality as they once were. This is either a lower quality supplier or holding into ingredients too long.

Fourth, the place looks like a bit of a disaster zone. I understand not having staff to keep seating clean but stacking it into the corner of the dining area makes it feel as though you are closing tomorrow. This booth stacking plus the extension cord on the floor to power the open sign really leaves the place feeling extremely temporary.

Finally, customer service is hit or miss. There are employees here that are outstanding and ones that make you feel like you are an inconvenience for even ordering. Again, I understand staffing issues but some employees do more damage than good.

I hate leaving reviews like this that only criticize and offer no suggestions or hope for improvement so I will offer those below:

1: Get an open sign with a timer and plug it in using a method that is not a hazard to guests. Outlet at the ceiling is typically how this is done.

2: If you want to keep this policy, notify patrons in a prominent way. Signage on menu board or guard at ordering wall.

3: Evaluate suppliers or adjust food management practices. (In my opinion, even if this means slightly higher prices it would be worth it)

4: Either put the benches back and provide customers with Clorox wipes to clean before and after use or remove the benches from the store. I guess a compromise on this would be putting up some safe barricade or wall to hide this mess.

5: Get your good customer service employees (like Dot) to help guide your ones that are lacking and get them to at least a neutral place from a customer service point. No reason to turn people off from coming back due to an employee’s perpetual poor customer service. Everyone has bad days… this is beyond that.

Again, I try to only post positive reviews and I truly hope this is a helpful review. My goal is that this location gets better and stays in the area for years to come. When things change, I will be thrilled to update my...

I have lived in the fairlawn area for 6 years now. I have loved coming here regularly for a bagel & cream cheese or a breakfast sandwich. And I now use the mobile ordering a ton!

Unfortunately, over the last year, everything has declined. I feel like my orders are often incorrect (pay for 2 eggs but only receive 1 or a completely wrong item). The ratio of cream cheese to bagel is sometimes way off (too much cream cheese, and I love cream cheese) and because it’s a glob, it all sticks to one side of the bagel. The egg whites have gotten really thin, it’s hardly an egg for the egg sandwich, forcing you to upgrade to 2 eggs. It’s just a little disappointing.

My latest issue, which is what lead me to write this review, is based mostly on the poor customer service we just experienced. I ordered through the mobile app and ordered an egg white and cheese Asiago bagel sandwich, with the smokehouse brisket. This was our usual.

Upon opening it when we got home, the smokehouse brisket was not in the bag, instead we received something completely different. We understand things happen, but it was upsetting since we were already out of town at home and trying to have Sunday breakfast.

I called the store to just ask for a credit to replace the incorrect item since sandwiches are over $8. The worker who answered the phone said “yeah we don’t give credits”, and I then asked, can I have a refund, she replied “we don’t do refunds either”. She said we could come back in to have a remade but that was all they could offer.

I got a little upset and I don’t like being rude, but how are you going to tell me I can’t have my money back? Actually I didn’t even want it back, I just wanted it on my account to use for my next purchase… so I basically responded and said that’s not going to work. I need to speak with someone because I did not order this and I’m not close enough to just come back in to have it remade.

She clearly turned to a manager or supervisor, never muted or put me on hold, just said “I have a lady on the phone who had a mobile order that was incorrect and I told her we don’t do credits or refunds and she’s upset”. They told her to let me know, they’ll give me a refund or just remake my order the next time I’m in. I said great, I’ll just replace my order next time. Thanked her for her help, and that was it.

Honestly, a year or 2 ago, I would have given this store 5 stars, but currently I’d give it 3 and that’s being generous.

*Pictured is the wrong item we received. Not sure what sandwich it’s supposed to be but the meat ratio can’t be correct? There was no meat on this sandwich. (Example of how they have gone down hill in...

I always come in with large orders. Mike is the absolute best. He’s so patient when I come in with my list & I try to group things to make it as easy as possible. The lady at the register, I wish I caught her name is always so friendly and patient as well. As for the other employees. Completely opposite. One much older looking employee with grey hair berated him in front of me one day and told him he was not being helpful. I made it a point to say out loud that he was indeed being helpful ( he was making 10+ bagel sandwiches for me). It was completely out of line for her not not only say that in front of a customer but to even say to him to begin with. Then I go in today and I get Mike again. Again so friendly and helpful makes a point to get to know you and ask how you are. Then a younger girl kept talking over us while we were going through and making sure we were getting my order and bossing the both of us around. She was not helping with my order whatso ever. There was no reason for her to be rude. Then she started to boss my favorite lady with black hair (again I wish I got her name!) around and trying to tell her what I ordered. Lady informed her that I always bring my list and she will ring me up when I make it to register. While reading off my order like I always do, word for word, she kept interjecting making sure I told the lady I had cream cheese on my sandwiches as if I was trying cheat the company out of a few dollars and the lady at register kindly told her that I had already let her know which ones had cream cheese. I have no idea why she had to be so rude and controlling. I see I’m not the first to complain about how employees are treated by other employees at this location. Something needs to be done because you really do have some awesome employees and I don’t like how they are...