Leon's Bagels — Restaurant in New York

UPDATE

I got a response to my email and a refund. I’m changing my review because they were honest and empathetic in their response. They admitted their faults in their order management processes and were up front about the chaos of running a small business during the holidays. It was nice to hear from real people. I’m leaving off a star just because the online ordering platform they use does need updates, so if you order from them, I do (at least for now) recommend ordering in person.

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What a wild experience. And the gift that keeps on giving since I’m still dealing with this 6 days later.

I work retail in SoHo and had forgotten to order bagels for a friend I was staying with on my way back home for Christmas. I was starting the drive that night after work so as a last ditch effort, I found Leon’s Bagels, they had good reviews and I was still able to place an order online.

I placed my order of a dozen assorted bagels right before 3pm, the confirmation email said they would arrive at 4:04pm. For reference, the store I work at is a 9 minute walk away. But I went about my work and a couple minutes after 4 I got a call from my delivery driver. He was telling me that they didn’t have my order and that someone had taken it? But when I asked him whether they were putting another order together or not he said he couldn’t get a hold of anyone who worked there? I honestly don’t know, it was so confusing but after a little back and forth he said they would be making me an order and he would deliver it.

Cut to 5pm. A different delivery driver called me, told me he couldn’t see the name of the place I was getting delivery from. When I told him Leon’s Bagels he told me they were closed. I was like, sigh. Yes. I know.

I explained to him what the first driver had told me and he said he would cancel the order.

30 min later (at this point I’m about to leave work and start my drive out of NY) another delivery driver calls me and tells me the same thing the second one did - that they can’t see the name of the restaurant. I explained what had been happening on my end and asked if he could cancel it. He said he can’t because the site Leon’s uses pushes the order out to different delivery services, which is why different drivers keep calling me and why they couldn’t cancel it themselves.

I also can’t cancel it. I had tried calling Leon’s after the first driver called me and got a message that the number was unavailable.

I asked if there’s anything he can do or else delivery drivers will keep going to pick up a ghost order and I’ll keep getting calls all night. He told me he would talk to GrubHub and call me back. When he called me back he told me that they were able to cancel it.

I did end up getting two more calls that night and couldn’t pick them up because I was driving. Hopefully it was cancelled, I wouldn’t know because I also got no confirmation that my order was cancelled.

A couple days later when the charge for the bagels went through on my card I tried calling them again. Same thing. So I was forced to email them through their portal online. I never got confirmation that that message was received, or even sent. And I still haven’t received a response, it’s the 28th today. So now I’m forced to dispute the charge on my card.

I’ve never been at the mercy of such a terrible system before. I had no way to reach them or cancel my order or to even find out what happened with the original order, and I ordered through their own website. If they couldn’t fulfill that order an hour before they closed, then they had an hour to cancel it.

Maybe their bagels are good. I’ll never know because I’ll never try to...

The wait experience is atrocious. They need to put up sign indicating where to order, so much confusion on that- during my time there about 5 people asked me where to order, the guy taking the orders needs to be more clear& assertive, the names need to be announced loudly & clearly, my wait was actually 55min not 20 min as they said, bagel is a bit above average (but not warm) but the wait is terrible- not because of time so much but because of chaos. And why do they announce names in bunches- not as the orders are ready 1 by 1?? so for about a 10 min span- not a single name announce for pickup, then 5 names in 30 secs. They release the orders in bunches- because only 1 person is in charge of that& he doesn't want to run back& forth between kitchen & counter. This place is the picture of indifferent inefficiency. At noon on weekday about 40 people waiting. I've had pop up bagels about 20 feet away- warm bagels & very fast even w/ a crowd.

NEW : I don't know why I can't reply to the owner- so I 'll add it here. look- obviously, this place is better than most just b/c the owner cares a great deal. but this was my experience. also- I have to add, just as advice- figuring out a more efficient wait / order process is not rocket science. if you add some signs to indicate which is the line to order & where to wait AND for gods sake- PLEASE ADD PRICES TO THE ONLY 2 MENUS YOU HAVE AVAILABLE (and please post the menu too so people aren't looking at it for the first time at the counter ) - this would go a long way to making the ordering process more smooth. I personally won't go again b/c I had such an unpleasant experience - which was unrelated to the quality of...

This is one of the viral bagel shops in New York, and it absolutely lives up to the hype. Nestled on a quiet side street, it’s a charming little stand with just enough space to stand and enjoy your bagel. The location feels quintessentially New York—off the beaten path yet buzzing with the promise of something extraordinary. And extraordinary it is—the bagels are nothing short of amazing.

The bagels strike the perfect balance in texture. The exterior has a delightful crunch that gives way to a soft, pillowy interior. It’s the kind of bite that makes you stop and savor each moment. The cream cheese, often the make-or-break for a bagel, is flawless. It boasts the ideal consistency—not too soft to be runny, yet not overly firm. It spreads beautifully and complements the bagel without overpowering it.

Their bagel with lox is a must-try. At just $13, it’s priced perfectly for the quality you’re getting. Every element, from the freshness of the lox to the seasoning of the bagel, feels meticulously crafted to deliver a top-tier experience. You’re not just buying a bagel; you’re indulging in a small piece of bagel heaven.

Though the stand doesn’t have seating, the simplicity of standing outside, bagel in hand, and soaking in the urban atmosphere adds to its charm. It’s the kind of place that makes you feel like a local, even if you’re just passing through.

In summary, this shop delivers everything you could want from a New York bagel and more. From the taste and texture to the ambiance and price, it’s a five-star experience that I’d recommend to anyone in the city. One of the best bagels I’ve ever had—unquestionably deserving of its...