NY Bagel Factory — Restaurant in Southborough

Management at this location needs some help. I’ve always had 5 star service from the Framingham location. Figured I’d give this a try on a Sunday morning. Put in an online order because i figured it would be busy and I was right. Bad idea. Took nearly an hour to get my food. There were at least 20 people in the place when I got there. No clear idea where to pick up an online order so I stood in line. Got up on the line and I said pickup online order they said check on the shelf to the right. Ok thanks. Well there is nothing on the shelves. If I’m the manager - I’m asking what’s the name on the order - and I’m going to check on it and let them know that customer is waiting. Here is where it gets weird, so absolutely every customer in the place and some additional walk-ins get their food and gone and here I am waiting around. Now let’s be fair- short staffing etc I get it it’s hard to find help. But I thought about it and this place had at least 6 people working. So now i’m sitting quietly on a bench. About 40 minutes after I put in my order they start making it including the coffee. If i’m behind the counter and I know I have someone waiting I could probably at least give them their coffee. Now one of the people working is sweeping the seemingly already clean floor as I’m sitting on a bench waiting passed 45 minutes now. Ok, now I start to realize this situation is entirely a management problem. You’ve got lots of people working hard, they just aren’t working smart. Also don’t be afraid of your customers that are waiting- ask the name and check on the order. Wasn’t a big order - sandwich half dozen bagels tub of cream cheese and a coffee. Got home and no cream cheese. Sorry but this location needs a way better ordering process because personally I’ll stick to Framingham not worth giving up an hour of my Sunday. 3 stars because the food is great and they...

**Update 1/17/2024 I have made several more visits since my review, and they have done extra steps to read back your order when you pick it up and I have not experienced any issues with my orders since my previous review, so I'm giving them full stars because the breakfast sandwiches are great and so is the service. It is more of a grab your food/drink and go during the winter, but there is outdoor seating available during nicer weather.

Check your order before you leave and get a receipt, I have been here twice in the last 3 days and they have messed up the order both times, first time they gave me the wrong breakfast sandwich. Today was the worst, I ordered a bagel for my wife and added tomatoes, onions, and avocado for my sandwich and was charged $16 not including tip; I got home and I only got the $7 sandwich with none of the toppings I paid for, on the wrong bagel, and even worse no bagel for my wife. They do have good bagels, so I just need to rip apart the order at the counter each time to double check...

I came to visit family for a few weeks who, sadly, drink decaf! I had previously visited the location when it was Red Barn Coffee and decided to give the new business a try. I was NOT disappointed. The coffee was delicious and I drove past one of those OTHER places and fought morning traffic to complete my U-turn to get back just to get it! I tried bagels a couple of times and being a resident of Florida, I truly miss an excellent bagel of the quality you will find here! But above all, the service is impeccable. Always with a smile and just an overall positive vibe to start your day off right. I also had the opportunity to witness a woman answer a phone for a customer looking for a lost item. She went out, in the cold in a T-shirt, to look around the parking lot for it. Thank you for keeping me in caffeine during my visit and I will see you again on...