Prefacing this by saying the bagels and donuts are great. The reason for my review is to let the owners know that the customer service provided by their employees is among the worst I’ve experienced in hopes that they can rectify the situation. First, the employees steer phone orders over to their website - that’s completely fine and reasonable. However not all menu options are on their website (for example, donuts are not listed for online order). So if you want these items, an online order isn’t possible. I called one morning to place an order and the manager (he will now be referred to as Mr. Grumpy) was VERY rude, almost angry with me for even calling. I tried to explain to him what I wanted to order (donuts) aren’t on the website so I couldn’t order them which was why I was calling and he said to text my order instead and then actually hung up on me. Then again this morning, I tried to text an order in, only I got an automated text reply said they’re not accepting text orders and to call. So I did. Mr. Grumpy answered and yelled at me for calling telling me he wasn’t taking orders because they were “sold out of everything” (side note: it was only 7:45am). He then changed his story to there being 70 orders ahead of mine so I had to come down in person and wait in line. Again, he hung up on me. Fine. I went down in person assuming okay, they’re busy I get it. When I got there, ten minutes later, I was expecting a crowd…only to find there was hardly ANYONE even there. Worse still, there were between 15-20 employees all standing around just talking to each other, Mr. Grumpy was outside talking to people, and there were only about 5-7 pickup orders on the shelf. To the owners, Mr & Mrs Mahoney - I have been in the service industry for many years. I have had many roles from employee, to manager, and eventually to owner. I wouldn’t be able to tolerate an employee lying to customers and disrespecting them this way and I would absolutely want to know these things are happening at my store. My experiences do not appear to be outliers either; there are many posts about Mr. Grumpy and they span several years. He is actively costing you business and I thought you needed to know, especially given how 2020/2021 has been for the service industry. While I truly do love your bagels, it is clear that your staff doesn’t care about my business and for this reason, I sadly will not be back.