Bruegger's Bagels — Restaurant in Lexington

First, I'd like to start by saying that I do not like nor get amusment from writing bad reviews. Instead, I aim to express my concern in hopes that the owner of the establishment acknowledges where their business is failing and can make adjustments to better their company so they may continue to grow and expand. Studies have found many business succeed by using customer feedback to make adjustments. With that being said I'd like to admit that upon entering this establishment I notice there was a line that had formed previous to our arrival. However, the smell of delicious baked goods kept myself and my significant other in line (also stayed because we have never been here + we enjoy trying new places.) While waiting, several customers had gotten out of line and left due to the wait time. That was the first red flag for a business. Another example of this was when a gentlemen, who was a few customers ahead of us had been waiting a substantial amount of time. When we walked in he was placing his order for himself & his daughter. He ended up waiting even longer to have his food remade and ended up paying the same time as us. The second red flag was the lack of energy the crew possessed. It did not seem as though the employees had a sense of urgency that could've helped relieve stress by quickly executing orders. It seemed as though they were just going about their work at their own speed. The third red flag for this business was the lack of customer service. The staff was not even remotely friendly, inviting or welcoming. Understandably, they were busy and feeling overwhelmed which is understandable. But even while tryin to accommodate the customer their answers appeared quick, short and agitated. A simple example would be how I asked for it cut in half and the response was, "ya, I'm going to." The fourth red flag came with the overall product. We had both ordered egg sandwiches. I got a simple bacon egg and cheese with some veggies. We both agreed the bagels we're great, small, but good. The issues we had consisted of the lack of enough egg on our sandwich. The egg was paper thin and seemed to have only been a single egg. Practically nothing when put on a sandwich. On top of this, I had order tomatoes and onions on my sandwich. Which was the wrong choice for one simple reaason. I was eating more onions than I was bagel. Almost positive that I received a full onion on my breakfast sandwich. A way to resolve that issue would have been to slice their onions thinner. These were too thick and took over my whole sandwich making it unenjoyable. I ended up taking all of them out and was upset I even paid extra for something I could not enjoy. The last red flag that made me completely unsatisfied with this establishment was the lack of an authority figure. Someone that could've been useful in rearranging the order of the production on the line. Someone to delegate tasks out. Someone who could have assed the situation and make changes in order to make a more efficient team. Unfortunately, it appeared to be a free-for-all behind the counter. The girls did their best to work through the line but there was no good system set up for these employees to perform their tasks in a productive manor. Overall, we are dissatisfied by this establishment for their poor customer service, unappealing finished products, lack of efficenity and lack of authority figure. I apologize for the long review. But these are important issues that need to be addressed quickly before this establishment takes a turn for the worse in...

I routinely go to this location to purchase bagels. Normally goes well. Last week, Feb 7, I went to buy bagels and grab lunch at about 12:30. I noticed the bins were mostly empty and there were very few bagel choices. I asked for a brisket sandwich and immediately noticed the sales person was not friendly. I asked where there any everything, sesame or plain bagels. The response was “no I would have to make them”. I asked if they be ready soon? Thinking I could wait. The response was “if you want to wait 40 minutes” in a very flippant manner. You would think that a bagel shop would be able to figure out how to keep resupply of the only thing they sell available during lunch hour. I said no. Grabbed my lunch and left. The person waiting on me shrugged and said “I can’t bake and wait on customers. I drove 0.5 miles up the street to Panera’s. Plenty of bagels, very pleasant staff and had a coffee while I waited. So Bruggers, thanks for your bins being empty and bad attitude of staff. I will go to Panera’s...

If I can save even one person from visiting this Brueggars- this review will be worth it (as someone that never writes reviews). With a line of about 3 people in front of me and my order placed at 11:03am for 2 bagels (one not even toasted) I received my final order at 11:24am. During this time I watched 4 people behind the counter laugh, joke, and wander around. I double checked on my order at 11:17 and was told it was on its way out. I then watched the egg sit on the bagel on the counter for 4-5 minutes. I finally received my order 7 minutes later, which was sloppily arranged and not fully wrapped?

As a millennial that grew up going to Brueggars after soccer games and on half days for a quick bagel… this is a far cry from the quick service and consistent product that used to be the standard...