Bruegger's Bagels — Restaurant in Pittsburgh

HORRIBLE EXPERIENCE. Will never give my service to a Bruegger’s bagels again after visiting this location and you shouldn’t either. It’s a shame because I was a loyal customer for years living in Connecticut. See below for my experience in an email I had to write to customer service to get my money back (which took over a week and still ended up with me losing $20 and an hour and a half of my time).

“I am extremely upset after an experience at this location today. We put in an order ahead order which the app said would be ready in 20 minutes. Arrived 25 minutes later to find our order hadn’t even been started. Stated we would wait for them to make our order and, 10 minutes later, the staff member came over and said they cancelled our order because “we needed to call ahead for an order this big”. We ordered 6 sandwiches. No one reached out to tell us this. Instead, we drove 20 minutes, paid for parking, and waited an additional 15 minutes in the store for our order to find out the woman decided to cancel it without talking to us about it. I asked for a refund and she told me she couldn’t refund me. What kind of customer service is this? I am out 45 minutes of my day, $47 for an order I did not receive, and paying for parking to wait for an order that should have been ready when I got there.

I would like to request a refund from my order and that this location be looked into as it’s frankly very upsetting the lack of customer service I was met with today. Thank you.”

The response I received (again, after over a week) was comical.

“ Hi nicole , This has been refunded, please allow 7-10 days for this to reflect on your account.”

To which I replied “ Here are photos for reference of the app confirming my order that was not made and cancelled by the store worker after we waited over an hour for the order and paid $15 to sit in a parking garage waiting for it. This is something that should be addressed by your company with more than a mere refund a week later. I would hope this would be looked into a bit more at this specific location. The google reviews are atrocious I’ve read following this incident and it’s giving Bruegger’s a bad name in Pittsburgh. We used to visit your Connecticut locations often when we lived there but no longer are supportive of the grant street location in Pittsburgh.”

And never received a response from Bruegger’s customer service rep Hope Sanchez.

Absolutely horrific customer service both from their grant street location but also from their customer service representatives. Truly embarrassed.

Also, when they comment on here to contact customer service, good luck. I tried that and you can see the above “customer...

Do yourself a favor and avoid this place. I walked in at 3 pm and there was no one in line. There was one man behind the counter. He never came up to take my order and milled around wiping counters until a lady walked in from the street. The employee then asked her if he could help and took her order and began making it. Another female employee came in and the man advised her that the lady was next and she took the ladies money. She then took my order. She relayed it to the man and handed him a slip of paper. He put the order on the counter and went back to wiping counters and taking some Machines apart and then disappeared with the equipment into the kitchen. After 10 minutes he returned. He wiped counters for a couple more minutes and then picked up the slip . I had ordered a medium smoothie. He got a small cup and filled it with orange juice and about a 1/2 teaspoon of some white powder and blended it for about 5 seconds, poured it into a small cup and slammed it on the counter spraying the juice around the counter and then disappearing through the double doors once again not even announcing the order. I had to go several tables to find a napkin with to clean the cup. Sure enough all I received was an acidic tasting orange juice. How is this place still in business. I was staying at the William Penn and thought this might be a good break. All it turned out to be was a 7 or 8 dollar small cup of bad tasting...

I am a huge bruegger's fan and frequent the business very often! But not as much as my husband who works downtown across the street. He is there sometimes twice a day! Today for a Friday treat we had a breakfast date. I get the same thing every time. A salmon bagel with hummus instead of cream cheese (I can't eat dairy) and extra capers. First I received a salmon bagel made regularly plus sundries tomato spread. I understand mistakes happen so I went back up to the counter to have a corrected bagel made, no biggie. The woman who took our order was very kind. But the sandwich maker was downright RUDE. She made a remake sandwich for me and again it was wrong, it had sundried tomato spread again. 3rd time is the charm I guess because she made it the way I ordered it but she rolled her eyes at me and slammed the bag on the counter when it was done. What I received as my 3rd bagel remake was so sloppy it couldn't even be eaten. It went directly into the trash and we left, still hungry for breakfast. Never will we be going back to this brueggers. Thankfully there is a Starbucks on the same block for us to visit in the future. I couldnt be more disappointed or more sad that my...