Poppyseeds Bagels — Restaurant in Indian Trail

Disappointing Customer Service Despite Decent Food

My wife and I decided to try Poppyseeds Bagels in Matthews out today and take the dogs for a ride. She ordered from this location online (screenshot attached). While the food itself was fine, the overall experience was frustrating and poorly handled by management.

When I arrived to pick up the order, the staff seemed disorganized. The cashier had to confirm which items were ours since there was no receipt attached and it was the only order waiting. After they packed the food, I noticed my iced coffee was missing. They admitted they hadn’t made it yet because they didn’t know how it should be prepared (There was no option online for cream/sugar). They also didn’t know the size, so they asked me.

After returning to the car, my wife realized the orange juice she ordered was missing. When I went back inside to ask about it, I was told they were out. I asked for a refund, but they instead offered a substitution. Since I saw bottled orange juice in their drink case, I asked if I could take one of those instead. The cashier checked with who I assumed was the manager, and he flatly said, "No."

At that point, I requested a refund for the orange juice. The manager, without addressing me directly, told the cashier they wouldn’t issue a refund because the drink was "included in the price" and could only be replaced with soda or tea. I took an iced tea and returned to the car.

My wife, understandably frustrated, went inside to speak to them. The manager immediately became defensive and argumentative. He even falsely claimed he had told me I could take a bottled orange juice, which never happened—he never spoke to me at all. My wife repeatedly offered to show her receipt to clarify what was ordered, but they refused to look at it.

It's important to note that they had called her earlier to inform her one of the bagels she ordered was unavailable and offered a refund or substitution. However, they never mentioned being out of orange juice, which suggests they had access to the order details at that time.

The staff (aside from the manager) were polite and tried to be accommodating, but they ultimately deferred to him. Unfortunately, he was more focused on arguing and making excuses rather than resolving the issue. There was a clear breakdown in their system—nobody seemed to know what the full order included, and they didn’t take the initiative to look it up.

At over $40 for a small order, we expect at least basic customer service. While the food was good, the experience was not, and we won’t be returning. In the end, they did agree to refund the cost of the orange juice, but only after a frustrating and unnecessary back-and-forth that could have been...

I’ve given this place three tries before I made up my mind about them, and each time it was the same negative outcome. I’m appalled from the rude, cold tones and attitudes the employees have. I’m a cheerful person and it’s shocking for someone to respond harshly when you’re just trying to be nice. Each time I’ve felt like a burden walking into this place. The first time I found plastic in my food.. wasn’t pleasant to bite on but no big deal, probably shouldn’t use cheap plastic toothpicks for a thick heavy sandwich. 2nd time I waited till someone realized I was there and received cold treatment again. 3rd time I’m really craving a cheesesteak cause if it’s one thing they have it’s great food, the boy who served me once again took awhile to realize I was there waiting, didn’t have the grill on so it would be an extra 15-20 min wait (it was 5pm on a Tuesday), then after I paid and wait for 5-10 mins he tells me that they don’t have the “long rolls” but he can squeeze it into this circular roll (of which he doesn’t know the name), I say no cancel my order. The girl who came to help him try to give me store credit by just keeping track of my name and number.. at this point NO there’s no trust I would be able to come back and receive that credit. She also was cold and unforgiving.. so thanks for wasting 15 mins of my time. Really disappointed cause this looked like a great place and their food is good, but is it worth the hassle...

I ventured to Poppyseeds Bagels, a spot hailed by many as the zenith of bagel craftsmanship in Charlotte. The anticipation was palpable as I joined a modest queue of fellow bagel aficionados – a promising sign.

Upon entering, I was greeted by a smorgasbord of pastries and a treasure trove of house-made cream cheeses, flaunting an array of tantalizing flavors. The chorus of orders for the Bacon, Egg, and Cheese sandwich echoed through the space, a testament to its local fame. However, I stayed true to my roots and chose the classic New York staple: an egg bagel (un-toasted, as any true bagel connoisseur would prefer) adorned with lox and cream cheese, accompanied by the quintessential pickle and a side of macaroni salad.

While the bagel’s crust provided that quintessential New York-style crunch and chew, the filling left a bit to be desired. The cream cheese, shyly clinging to one side of the bagel, could have used a partner in crime on the other half. And the lox? Let’s just say a couple more slices wouldn’t have gone amiss in achieving that perfect briny balance.

Should fate lead me back to this corner of Charlotte, a return visit to Poppyseeds isn’t off the table. After all, the pursuit of the perfect bagel is a journey, not a...