Noah's NY Bagels — Restaurant in Pinole

I ordered a baker's dozen by phone and upon arrival asked if they could toast one of the bagels. The cashier said "they don't bagels in the box." I told her that doesn't make sense as they are the ones who placed them in the box and I've been to the Noah's in Berkeley and they have problem toasting one bagel. She said they don't toast bagels that are part of their $8 special. Huh?

I asked for the manager. The manager came and said the same thing. I told her to give me a new order then and since it won't be in the box, it should be no problem toasting one bagel. Her response "we don't toast bagels we put in the box." So I told her not to put it in the box then. She told me "I can just leave and I don't need to be served at her store." What? I told her to show me the store policy that says "they don't toast bagels that they place in a box." She couldn't locate such a policy so I asked her to call her manager or the corporate office. I'll wait.

She then told her staff to just pack me a new set of bagels and she toasted a poppy bagel, although I asked for the blueberry bagel to be toasted. I told her of her mistake but told her it is ok, counted my bagels and left. Told her to write down her name so I can file a complaint with corporate office and to have a good day.

The time it took the store manager Elizabeth to argue with me about a non-existent policy she could have toasted the bagel. Seriously!

I seriously think it was racially motivated because it was straight stupid. I will NEVER order...

I'm really sad with how this shop has started running. For a while, especially during COVID, this Noah's was the best place to get a great bagel - both delivered and in person. But the last 6 months or so have been terrible, culminating in this morning. Their Doordash interface is wrong- no option to have your bagel toasted and missing everyday items like chocolate chip bagels, and even though I've reached out multiple times I'm always told thru can't do anything. Well, someone has to get those menus in the system. I'd understand for same day problem, but this has been months now. I called the store this morning to ask about a bagel that I know is a regular maker. The woman went to ask her manager, and I heard the woman she spoke with say "we can't do anything special. She just needs to come in or is her problem. Then the first woman, without actually passing the message on, just hung up on me. I've also had multiple deliveries of untoasted bagels with cream cheese, but some were toasted even though there's supposed to be continuity in what is delivered. Basically, you don't know what you're getting, and as someone who relies on delivery, to not even get a bagel toasted is .... Just Messed up. EDIT: I've reached out per NB's request, and will see how things...

Unfortunately, this location is not pandemic friendly. I attempted to make an order online, but with a severe nut allergy, being unable to list that under "special requests" was prohibited since they are not taking special requests at this time. Last time I ordered in person the lobby was crowded with people waiting for food or to order, in an attempt to avoid that (being high risk) I called the store directly to order. Theu have a sign outside that says the different ways you can order, "call ahead" is an option. But when I called and stated my concerns and asked to place an order I was denied due to it not being a dozen or half dozen bagels. I explained that I dont mind providing payment over the phone to ensure no profit was lost (I suppose occasionally people don't pick up the food) but I was again denied and then hung up on. I tried to order online via 2 different interfaces and neither would allow me to modify the order.

This level of customer service is unacceptable. I gave them 2 stars because they at least answered the phone. How are high risk people and people with allergies supposed to enjoy the food at this...