Big Apple Bagels — Restaurant in Fenton Charter Township

I visited this location today while visiting from out of town. First-I will start by saying that my order was not perfect. Actually, the opposite. However, I came here specifically to give them a 5-star review because of how they treated me and my issue. I believe in showing grace. I don’t expect any establishment to be perfect 100% of the time, however I expect fair and reasonable treatment, a comforting environment, and good food. They were out of one of the flavors of coffee, and the owner, Ryan, was there and promptly made it when I asked about it. He was transparent about it taking about 5 mins or so and asked if that was ok. He apologized for not noticing that it had run out, but honestly, it happens. Indeed, a fresh batch was out to me in about 5 minutes. Then, I ordered 2 Lox bagels and a raspberry cream cheese muffin. I asked for no onions on one. When we began to eat the bagels, we noticed they only had the salmon and cream cheese & were missing a couple toppings. I debated even going in to get it fixed but I did. When I approached them about the issue, the owner yet again was very helpful. I only expected him to add the missing toppings and would have been satisfied, but instead, he not only offered to add the toppings, he had already instructed his employees to make 2 new bagels for me. I will admit that it took some time to get them, but I did not mind waiting because of the service I received and there was a LONG line. He has a sign up saying “now hiring” but you know that places struggle to hire good new employees these days. Sometimes you have to do the best you can with what you got. That brings me to my next point. He had one cashier, and then two younger people doing the food prep. The young man who originally made my sandwich’s was very sweet & seemed newer. I could not be upset for his simple mistake. The other young lady, Savannah, was a gem. As I waited for my bagels, I watched as she hustled to get the food done, without getting frustrated even though they were busy and she was handling most of the food prep on her own. She also made sure to smile and tell people to have a nice day. I commend her for her efforts and positive attitude. Overall, I had a good experience, and my bagel sandwiches were ultimately tasty at the end and the muffin was extremely moist...

Went in this morning to get bagels... Arrived and store wasn't open when it was posted to open, once finally opened, bagels were all still on pans not in baskets so you couldn't even see what was available. Then the person who unlocked the doors had gloves on, which same ones remained on as she operated cash register, touched money and then grabbed bagels for customer in front of us. In observing how she handled that customer, she acted as though she was being bothered to utilize customer service. That combined with the other things mentioned above, we were very disappointed and chose to leave.

Customer Service is oh so very important in any job environment and no matter what is going on, treating customers with a smile and good attitude is key.

Also noticed that the rugs at entrance of both doors weren't clean, meaning not vacuumed from day before which would lead customers to wonder about the cleanliness of rest of building.

Unfortunately we will not be returning and that saddens me. I trust things will be addressed as to not affect other customers as we were affected.

I had originally posted a high review of our previous experience but after today I removed and posted this...

We’ve tried hard to support Big Apple Bagel in Fenton over the years, but every visit leaves us disappointed. The bagel and muffin selection is consistently limited, no matter what time we arrive—we used to think we were just too late, but that’s clearly not the issue. This time, we thought pre-ordering online would solve it. We picked specific muffins and bagels for sandwiches, placed a $40+ order the night before, and set a morning pickup time. Total waste of effort. Not only did they not have the items we chose, but the order wasn’t even ready on time. What’s the point of pre-ordering if they don’t bother to ensure you get what you paid for? Imagine if this was for an event where selections actually mattered. It’s infuriating—they could fulfill the order but just don’t. Nothing was correct, and we’re done. It’s a consistent letdown, a waste of money, and a terrible experience every time. We’re contacting ownership for a refund and...