Bagelheads — Restaurant in Pensacola

We visited Bagelheads on 2 April 2023 at 11am

After standing in line for 25 minutes, my wife was told the food would take another 25 minutes, which we were totally okay with. Our check number was 266: we had ordered two everything bagels, an onion bagel, a Lox works made on an everything bagel, a plain bagel, 1 onion bagel, a tub of cream cheese and an egg sandwich w/ cheese.

After about 15 minutes, my parents who had ordered directly before, us check number 265, an everything bagel, cinnamon raisin bagel, and a lox works combo had come out. Shortly after, the large group of 10 that was behind us in line, their food came out. I went up and asked if ours would be out shortly, and the employee seemed annoyed and confused but told me yes. After the 30-minute mark had elapsed, three more tables, one of which was another large group, had gotten their food as well. When my wife went up and asked if maybe our ticket had gotten misplaced, she was told that the reason it was taking so long is because we had ordered an egg sandwich, however the other tables that ordered after us had also ordered egg sandwiches (the table behind us had multiple egg sandwiches) and their food had come out already.

After a few more minutes, totaling about 35 minutes after ordering, our food finally came out. The lox works was not on an everything bagel, and when my wife asked the person who brought the food out about it, they told her “Your ticket doesn’t state you wanted this on an everything bagel.” My wife told the person, “I see that but I did ask for it on an everything bagel when I placed the order” and then the person told her “Oh, well there's an everything bagel in your bag" to which we told the person “Right, we ordered these bagels separately”, as those bagels were not ordered to replace the wrong bagel on the Lox Works sandwich, they were ordered for our kids to eat. After this, the person who brought the food then suggested that they could remake the sandwich, which we appreciated but we didn't want to wait an unknown amount of time for a new sandwich, so we simply asked for a toasted everything bagel so we could just transfer the ingredients. The person who brought the food said, “Yes I can go get that for you”, and after 10 minutes or so had passed, the bagel never came, and the person never returned.

When we brought up the issues with another employee working the drive-thru window on our way out, her resolution was to write a review or call. Why would I call or write a review, I'm here at the restaurant now? The person did say that they were sorry for our experience, but it was strange that their only option for us to get any kind of resolution was to call in or write a review online… we even addressed that the promised bagel to replace the wrong bagel with this employee and she didn’t even offer to grab that for us.

Something else to note: when my father, order 265, placed his order for the lox works sandwich, he declined the sides (as the menu states that it is $2 less if you do not make it a combo with a pickle and either chips or potato salad). He was charged the full price of the combo. He did go up and get his potato salad and pickle after his order came since he paid for it, but he didn’t notice this error until my wife looked at his receipt and told him about her experience. Her experience was that when she ordered her lox works the person taking the order rang it up and charged her the combo price, despite her asking for just the sandwich. The person taking the order told my wife that the system won’t let them put it in as just a sandwich, so she should just get the sides because she must pay for it anyway. My wife accepted that explanation and asked for chips and a pickle, which she did receive. However, the issue here is that one customer (my father) was charged for sides despite declining them, and another customer (my wife) was MADE to order and pay for the sides, despite asking to just pay the price listed for just a sandwich (listed on your menu board in the...

First time back since the shutdown, so very much looking forward to it and very disappointed. Went in and waited at one of the registers for 5 minutes as a line formed behind us. No one came and there was no sign. Finally got the other cashier's attention to ask if that register was closed or if someone had stepped away. She said it was closed and the whole group behind us got into other line before us. The cashier just shrugged like it wasn't her fault when I said it would've been nice if there was a sign or if any employee could have let us know. Since the line was so long, we called to order. A guy pulled up and waited to pick up his call ahead order and waited 20 minutes, so we couldn't ask about our order. Almost 30 minutes, later, and we pulled up and were quoted double the price. Then, the girl couldn't find our order and kept our card for several minutes. We had to try multiple times to get someone to come to the window so I could get my card back while they figured out where our food was. Finally, the girl said no one had kept the order, so she would take it down again. We gave the order for 2 super cinnamon bagels, sliced and toasted, one with honey butter and one with honey walnut cream cheese. We told her all of the poor service and how long we waited, she asked for us to repeat the entire order again, and she said they would make it right away. She came back again saying they found the order under the wrong name and asked for my card again. Once we got the bagels, there were sesame seeds on the bottom of both, the cream cheese tasted like chives like the used the same knife multiple times, and the bagels were cold. So the "renovation" prompted by the health department shutdown has obviously not improved customer service, supervision of inexperienced employees, or proper food preparation in avoiding cross-contamination. Also, this bagel in general cannot even compare to the old snickerdoodle option that was so delicious. Won't be going back. If you're going back for what you enjoyed before, ask to see the new ones...

The list of bagelheads grievances after a visit on 11/3/23:

An hour long wait time projected for online ordering. (Okay, maybe they’re busy and we can just sit it out in the newly renovated restaurant then pick up at the drive thru?) Incorrect assumption. Multiple groups ordering and finished eating in the time we sat in the building waiting for our drive thru pickup time.

Renovated to be cleaner, and more upscale than it had been previously. (The floor was dirty with food crumbs and napkins laying about)

What happened to the drink machine? The previous owners had the old one replaced maybe 2 years ago to a new one. Sold it to afford the remodel?

Once finally at the drive thru after the hour long wait inside, we ask for our two orders. First one comes out real quick and is stone cold. Presumably sitting out for a hot minute before we received it. (Why tell me to get there at 12:30 if it isn’t going to be hot or at least warm at 12:30?) Second order (also an online order) they were out of the bagel that it had been ordered on. (Online orders ask for your phone number) No communication on the fact that they were out of this type of bagel beforehand. (Also assuming that they had run out of this bagel by the time of ordering, how do you run out by 11:30?)

Order number two is remade on a different kind of bagel and sloppily thrown together. Lettuce was left off of it (asked for the missing lettuce) and tomatoes falling out of the bagel. It does however show how fast they really can prepare their food when they want to. The remade one was done in 5 minutes!

Sausage, Turkey sausage, bacon, and turkey bacon, but no more chicken… interesting choice.

Honestly though, going from a drink machine in the corner to the self serve water situation is a little piss poor.

Looking at reviews, when 15/23 of the reviews since reopening are under 3 stars of a local classic food spot… maybe we’ve got some work...