Western Bagel — Restaurant in Los Angeles

Writing again because yet again I have had another issue with the Granada Hills location. I had placed an online order today at 10:27 am that was to be ready at 10:40 am. I arrived at 10:45 am 5 mins after my time assuming my order would be ready. It was a very simple order 2 bagels toasted with cream cheese.

When I arrived there were 2 other customers waiting in the order pick up and 1 waiting in the normal line. It took over 5 mins for any of the staff to help any of us. Instead all the staff we very loudly talking and laughing instead of working or assisting customers. Now we are at 10:50 am, I told them my name and they said it would be another 5 mins until my order is ready. It is already 10 mins past my scheduled time and now it’ll take 15 mins? Anyways I waited and sure enough nothing was ready by that 5 mins.

I flagged down another staff member who said that apparently my order wasn’t there. And I thought to myself “how could it not be there if the other lady said 5 mins?” She asked me what my order was and she said she would work on it. Instead she proceeded to work on 2 other DoorDash/Uber eats orders instead of mine.

Finally after 25 mins my bagels were ready and I did not get any sort of “sorry for the wait” or “my apologies”. I ended up speaking with manager sharing my frustration about this location. She offered a refund and sent me on my way again without any sentiment.

I have given this location an abundance of chances and something needs to change. Whether it is a management or ownership change or employees shuffled from other locations. The other two locations in the valley (Mason & Devonshire or the Northridge Mall) have no issues like this and the Granada Hills location could benefit from whoever manages or owns...

It's unfortunate that I have the need to write this negative review because I've frequented this place for over 10 years, but management needs to be made aware of the horrible customer service skills of their staff and invest in training. I ordered 2 Traditionals, which I believe is their most expensive sandwich because it comes with lox. I ordered 1 with everything and 1 with no tomato and capers. After arriving back home and opening the bag, I noticed one sandwich didn't have lox. I drove back to this place to have the sandwich corrected. After informing the employee who had served me, he insisted that I said no tomato and lox. I told him he's wrong...there's no point to a lox sandwich without the lox. Anyways, he said that he would add the lox and ended up making me a new Traditional sandwich. I get the sandwich and then told that I have to pay for the lox because I wasn't charged for it. I told him I wasn't paying because I ordered 2 Traditionals and drove home and back to the place to get it corrected. He said he didn't make the mistake and needed to charge me. I noticed that customers around me were surprised by his response and shaking their heads in disgust. I told the employee that their service was horrible for making me waste time and money and that I wasn't paying and wanted my money refunded. So, in the end, the employee preferred to waste 2 sandwiches and upset a customer (and those watching) than add lox without charging. Even if I was wrong and made an error, which I know I didn't, correcting the order without charging me would have saved them from wasting food and resulted in a happy customer who'd want to continue frequenting the place. I hope this message gets to their manager Rob so...

I recently visited this place to grab breakfast and unfortunately, my experience was disappointing. The staff, which appeared to be mostly young kids and Their attitude was unwelcoming—there was no smile, no eagerness to help, and they seemed disinterested in providing even basic customer service.

The cleanliness of the place was also concerning. One of the display cabinets for chips was broken, held together with several pieces of clear tape—definitely not a good look. To top it off, I witnessed a staff member preparing a special coffee drink, and the container she used to scoop powder into the cup was visibly dirty, raising serious hygiene concerns.

It’s clear that better training and adherence to health and safety standards are needed here. I won't be returning...