Moe's Broadway Bagel — Restaurant in Louisville

I wish I could give a 5 Star review for the quality of food alone, but the 3 Stars reflect the service. I order 100% of my orders online and order from the Louisville location about once a week. Unfortunately, 30-40% of the time my order is not ready while I usually arrive 10-15 minutes arrive the suggested pick up time. On one occasion, I placed an order for 12 breakfast burritos 2 days early for my office. I received confirmation that my order would be ready on the day and time requested. I even called the day prior to make sure all was good with my order to be picked up the next day. When I arrived to pick up my order, the staff had no clue what order I was looking for and had not started the order either. The gal at the front did not apologize for the mistake, she only said "we'll start it now." I said no thank you and left. Needless to say, I was extremely disappointed. Further, today was the last straw for me. I ordered two bagel sandwiches for pick up and when I arrived to pick up- they had not started the order. This time the gal claimed "someone must of taken it." Sure... as mentioned previously in the review, this happens often. However, this is the first time the staff member claimed someone else took it. Other than this consistent issue with ordering online, the...

The Moes chain is awesome but the Louisville store is a mess. Norma is the rudest manager I’ve ever had the misfortune of dealing with. I placed an online order, I called the store to confirm the details of the order, order arrived incorrect anyway. I called the store and could hear Norma lecturing her employees in an unprofessional manner ( this should not be in front of customers). I asked her to replace or refund my order, she told me she didn’t have time to deal with it. I objected and asked for us to handle it promptly ( re-deliver the correct order or refund) and she hung up on me.

My husband then called and she said she’d refund later when she “ had the time” …so I contacted the payment processing service directly and they called her. Then and only then was the refund issued.

I’ve forwarded this information to Moe’s in Boulder hoping they can train or find better management for their stores. Last year the Moe’s Louisville manager berated her staff in front of me when given the wrong order. The staff then handed me complimentary bagels that the manager walked over and took them out of my hands. Just a bizarre customer service experience...

Pulling back from the previous 5 star rating. Two reasons. First, things were not as fresh as advertised and wasn't the first time they were out of something listed on the menu. This time it was cucumber. Secondly, I ordered two bagels with cream cheese and veggies and two drinks at a cost of $28 after a $2 tip. That's a bit pricey and this is why: The clerk asked if I wanted a pickle, to which I affirmed, and she therefore proceeded to bill me for build your own sandwiches which is more like a combo and comes with chips. So, as you can tell by me taking time to edit my review, this slight of up charge did not sit well with me. Suggest to management to provide option of Al la carte toppings as charging $3 extra for a few veggies isn't an appropriate charge in my experience. And also to train employees to not assume a customer's preference. A decision doubling the cost of a meal should have...