Bruegger's Bagels — Restaurant in Newton

I have had the worst experiences at this place, I would leave 0 stars if I could. First, my dad visited this place and noted the bad service and slow pace. Despite his warning, my boyfriend and I ordered a few bagels the next day. We were the only ones in the store and were met with an angry stare from a woman behind the counter who didn't say anything to us the entire time. It was bad vibes but we gave the benefit of the doubt and hoped she was just having a bad day. We came back a few days later which proved to be a huge mistake. This bagel place does things in the most inefficient odd way I have ever seen. Most local bagel places take your order, you sit down, then they call your order when it's ready. You would think since it's just bagels, it can't be that hard. So we walk in, and you order one bagel at a time as they make it in front of you like you're at chipotle or something. They don't even use a bagel slicer, they cut them individually extremely unevenly with a serrated knife. One bagel top was as thin as a napkin the guy sliced it so badly. We ordered 5 bagels, one at a time, as we weren't instructed to do otherwise. After EVERY single bagel order, the guy would say "head to the register" and then make a clearly annoyed face when we would say we have a few more orders to make still. Finally, he finished making them. After saying, "thank you man, I appreciate you." to the employee making the bagels to which he didn't respond, the young Asian female dark haired employee next to him said without even looking at us "It would LITERALLY be easier if you just told us all the orders at the same time.". This was infuriating. I'm not sure what she wanted us to do, it's not like they have a notepad with them to write down five bagel sandwich orders. Also, no one ever told us or even addressed us. No common decency or replies to our thank yous and hellos. After they make the bagels, you take your bag and walk to the register. The guy at the register then asks, what you ordered. Unlike most establishments, they don't have abbreviations, notes, or any form of communication to tell the registers what customers ordered. They just hope and pray that you're honest and tell them what you got. If you wanted, you could order ten deluxe bagel sandwiches and lie and just say you ordered a few plain bagels, they won't check or care at all. Already in disbelief by the awful treatment we received from our fellow human beings, we just shrugged and stated that we ordered 3 plain bagels. This business is probably losing countless amounts of money because of their inefficient system. Not that anyone would ever visit there if they expect to be treated with an ounce of decency. Most people can at least be neutral towards others when they're having a tough time or whatever the case is, but every employee we have encountered was ACTIVELY mean to us despite our attempts to be really nice and let them know we appreciate them. The people act angry and disgusted when people walk in, they must be so utterly bitter to their core. I have no idea how this place is still in business. I have never had such an awful experience in my life. In regards to the bagels, they taste mediocre and are smaller than normal. If you get a bagel sandwich, they cool the eggs in these machines, but don't clean them. So you will get eggs covered in a black burnt film.

I hope this place closes so the employees can finally stop spreading bad energy to every person they encounter and find something they can manage to do without acting like...

Good bagels but that’s about it. The shop was not very busy when we walked in and despite that I had to wipe down a table in order to find a clean spot to sit at. We ordered 2 soups and bagel. I went to wash while our food was being made and found the water ice cold and the hand towel machine empty. The toilet was disgusting with fecal matter on the outside of the bowl and seat, Toilet paper dragging on the absolutely filthy floor. I walked out and told the ladies behind the counter that the ladies room was out of paper towels and they looked at each other then at me and said and did nothing. Our soups came out cold and even after requesting a warm up they were still lukewarm. The bagel was so good we ordered a second and despite ordering a duplicate the second was missing some of the ingredients of the first, making it a completely different sandwich and not what we had ordered. One of the waitresses headed into the ladies room to change the paper towels (hopefully) but no luck she came back out shaking wet hands and went back to work!!! Isn’t this the posh little burb of Newton? If so do they have a board of health inspector? I will never return to this shop and why would anyone when you can go to any Panera or Finagle a Bagel for delicious bagels in a spotlessly clean...

The new system where you don’t order bagels first and then pay is a terrible Customer experience. I don’t want to torture myself for a less than 7.00 dollar bagel purchase. It causes you to wait longer in line (over 20 minutes) and single customer orders end up behind the obnoxious family of five. Because no one working here has customer prioritization skills…

The reason why the customers experience is so terrible is because they pay so low, they only get bottom of the barrel employees. People who have never had a job before and non-English speaking individuals. This is a wealthy area in Massachusetts and the people here deserve higher pay. It’s a miracle the general manager hasn’t quit in the three years I’ve been a customer here. Initially I wrote a 5 star review - now it’s a 1 star. Please stop acting like changing the standard operating procedures will improve how the store is run. It time for regional GMs and corporate morons to take a pay cut or get laid off; so you can afford more skillful employees on...