Wicked Bagel — Restaurant in Lexington

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...

Fresh bagels. Amending my original 4 star review bc they have consistently gone down the hill in quality, customer service, and inability to provide seemless service. After implementing their 'curbside service' which failed every time I used the text order before you go (5 separate visits), and calling to give them feedback that it simply failed every time. Today I go in and order a power breakfast sandwich and after waiting 15 minutes the server making the sandwich comes out with a sandwich without the portabello mushroom (that is literally the whole sandwich) and hands it to me as if I'm causing her an inconvenience. She storms in the back and throws the sandwich on the counter when I tell her I don't want it without the portabello mushroom. Another cashier asks me if I want a different sandwich and I almost waited, but I thought this place has caused me a headache and trouble every time I've gone there over the last 4 months and I'm not wasting another minute on this disorganized, rude mess. I asked for a refund and the most the manager can muster is a 'Sorry'. You've just lost a customer for good. And if I have seen the consistent mess this place has become then I'm sure others have seen it too. There was a second customer who was waiting for a power breakfast sandwich on crutches, so he had to wait while a different sandwich was made for him. These people do not...

Sad to say this because I actually love this place…we’ll, “loved”. My last 5 experiences there have been extremely frustrating and today was the icing on the cake. After explicitly (and very patiently) explaining my order to the girl working the counter, I spent an additional minute going back over my order (only two bagels )to make sure the bacon was added to both and the cheese made it in my bagel. Finally it seemed like she understood so I paid and was given my receipt. The information read: 1 egg bagel with plain cream cheese. I ordered an egg bagel with olive cream cheese and cheddar and bacon. My husband asked for the tomato cheese meld add bacon. So I went back to the counter and asked for her to correct the ticket that we just spent 5 minutes Over. The lines is progressively lengthening through all this.

We get our order. Like the past 4 visits, we open the bag to find we were charged for the extras but they are missing. Pictured below the (correct) ticket and the incorrect items. Missing cheese, missing bacon (on one) and a completely unmelted “melt”.

Not to mention the obvious tension between staff and manager..jeez. Honestly an uncomfortable experience all around. Will not be returning for a bit. This used to be my FAVORITE spot and I have given this place loads of business...