Bruegger's Bagels — Restaurant in Louisville

I can honestly say that my time going to brueggers is over. The last 3 or 4 times I have gone have been subpar, but at least I left there those visits with the food I ordered. (Or any food for that matter)

I stopped in Saturday, 3/8 at approximately 9am. As I walked in there were roughly 5 people ahead of me. A party of 3 and then a couple. There were about 6 or 7 younger kids working the counter. You could tell right off the bat that these kids were not properly trained. There was a ton of movement, but nothing getting done. There was even one young man I was watching going back and forth multiple times to different areas and counters to make one bagel, and he was moving like a sloth. Anyway, roughly 10 minutes passed and I still was not even greated in line. At this point the line behind me was going out the door. I said to myself that if I was not being helped by 9:15 I was walking out. Man, I wish that was the case .

I was finally greated by a young girl at 9:13, placed my order. 2 bagels with cream cheese and a plain bagel with egg whites and cheese (girl even wrote it down) after ordering the guy at the register (man bun with the sides of his head shaved) rang me up. Not sure if he is a manager, but if he was he was completely useless.

I then move to the side at 9:16 and started waiting for my food. As I am waiting the line is getting longer and a lot of door dash people came in to pick up food orders. At approximately 9:25 I was handed a bag of food. Right away I knew it wasn't mine, there was only one item in it, I open it and it's a bagel with lox and cream cheese. Another girl walks over and I tell her that this isn't mine and gave her the bag back. She asked me what was in the bag, I said I am not sure, but it wasn't mine. She then asked what I ordered and I told her. About 2 mins later I hear someone say there are no egg whites and when they told this to the man bun guy he pretty much shrugged his shoulders.

A few minutes later one of the girls handed a bag of food to another customer, he opened it and said that wasn't his either. It actually ended up being the food ordered by another customer standing next to him.

At this point it's 9:35. I had been there for 35 minutes with no site of my food even being prepared. I then went up to man bun at the register and said that I have been waiting about 20 minutes since ordering and it just seems like nobody knows what is going on here, that there are no systems, and people have been handed wrong food multiple times. Said I wanted a refund and to forget my order. No apology from him or even to check on the status of where my order even was. All he said was "yeah, we are pretty busy" (They weren't really when I got there). Just a ridiculous thing to say to a customer. He refunded my money (on my card so hopefully I actually get the refund, as of now it's just still showing the pending charge and no refund).

All I can say is I will...

Bagels are always good. Was a bit confused today though when i was there. Was there about 2:15pm. Ordered a coffee and was rung up for it along with my food. When the young guy went to get it he noticed all 3 coffee dispensers had cups over the spouts. (appearing as they were done with coffee for the day) Girl said they didnt have any coffee ready. She offered a refund, but I took a coke in place of the coffee. Kind of strange how a bagel and coffee place doesn't have any coffee ready whatsoever for customers. Wasn't like it was 3:55pm when they close at 4. They still had over 90 minutes til they closed. Maybe I just dont know what they sell late in the day, but were there going to be no coffee orders the last 90 mins They were opened?

UPDATE: I went back a week later on Saturday. This time it was around 1:45 and same issue. No coffee was ready and they had cups on the spouts yet again. When I lived in St Matthews from 2014 to 2018 it seemed like they had more adults there working. Now, its all kids.

UPDATE #2: This place has really gone downhill the last few years. Went in on Sunday 1/8 at around 12pm. My wife wanted to get a bagel with egg and cheese on it. Now for some reason when they pre make the eggs they put an ungodly amount of pepper on the egg, it really is way too much. In the past they would make my wife one with no pepper. This time however the young man said that the machine that is used to make the eggs is off and pretty much we were SOL, to either get it with the pepper or order something else. Mind you this as at 12pm when they close at 2pm. Already shutting grills/ovens down with 2 hours left of service? I still go here every so often but no where neat the amount I used to. Used to go once or twice a week, now its maybe every 2 or 3 months. Service has just...

I have never been to a restaurant in this area of town with a ruder staff and more awful food experience. I walked in at 1:24 PM (restaurant closes at 2pm). Ordered the bagel and lox. When I saw the picture below being made, I asked for more tomato. Tiffany responded with, “I don’t have anymore we’re getting ready to close”. Again, it was 1:24pm. After this sandwich was made, I walked back in and asked for a refund - again, the picture below needs no explanation. I explained to Tiffany why I was asking for one (one tomato, one sliver of onion, and one sliver of lox). When I pointed at the picture of this sandwich on the menu and what it’s supposed to look like, she said “that pictures not real.” This is truly the worst and most pathetic $18 I have ever spent in my life. Please save your money and never, ever go here.

UPDATE 4/17 Contacted the link listed by the owner below explaining the situation as well as asking for a refund for the horrible experience. That was over four days ago and I have yet to hear anything back. Supreme customer service continues. If I could now leave zero stars, I would.

UPDATE 4/22 Was contacted back via email and told to contact the store directly for a refund.

I left four messages for the owner with my contact information and was ignored all four times.

Would never, ever bother giving this company, especially the owner of this location,...