Kettle Bagels & GRILL #1 (Queen Street Location) Breakfast & Lunch & Dinner — Restaurant in Southington

Ordered from this location several times before. Typically everything is accurate and prompt. However today I came to pick up three breakfast sandwiches ( two with hash browns on them) , a bagel, and two additional hash browns. When I called, I was asked to hold, no problem. As I was ordering the call was rushed and I told the person who I was placing the order with that I wasn't finished ordereing... she asked me to hold again when she returned to the phone I continued with my order. A gentleman asked me to tell him my order instead, okay no problem. I told him my order, he repeated it back to me correctly. But, when we got home after picking up our order all four the items we ordered were on everything bagels. I asked for a everything bagel toasted with butter, which was accurate. A bacon egg and cheese on an everything bagel with a hasbrown, which was also accurate. I also ordered a bacon egg and cheese on a plain bagel and a hash brown on the side, this sandwich came on a everything bagel with the hash brown on it... then I ordered a steak egg and cheese on a hard roll with a hashbrown as well... this came on an everything bagel without a hasbrown. The two additional hashbrowns were also not found. It was upsetting because out of the four of us two of us don't like everything bagels... and had repeated the order to two different people. I understand they were very busy however, I paid for items that weren't ever received or accurate. It is disappointing. Also, before giving us the bag the worker looked into the bag and said everything...

I order from both location as all the time, however this morning really disturbed me as we ordered off their app and my husband went to pick it up and they told us we didn’t pay for the rainbow bagel which is absurd how would you get the order if I didn’t pay in advance? I could process it without payment. So they told my husband we only paid for the up charge online which was $2.20 and owed $3.89 in addition. So my husband paid it. I called and said that is ridiculous and we ended up paying $6 for one bagel. They said the manager told them to do that and would call me back. It’s been 2 hrs and no call. My main concern is this is fraud you can’t tell your customers after purchasing with the price you dictated online to pay more when they show up. If the price changed then change it online. Becareful if you order off their app it’s apparently suggested prices and not the real one. Bbb will be aware..fraud is wrongful or criminal deception intended to result in financial or personal gain. Since the place of business gained an addition 3.89 that is exactly what that is…my charge was never changed. Statement still shows the $30 charge. Listed on your app states the “rainbow bagel is $2.20” Bottomline is a person pays online utilizing your app you don’t ask them for more money when they show up. That is your app your error end of story. I have ordered this way every week no issues. I won’t be coming back to this business. We will do our Sunday breakfast...

ABSOLUTELY HORRIBLE SERVICE!! SAVE YOUR MONEY AND GO SOMEWHERE ELSE! We ordered our sandwiches here to grab a quick bite before heading to the airport. While on our way, we called at 10:17am to place the order, arrived at 10:22am and paid at 10:29am. When we arrived, no one acknowledged me. I was looked at disrespectfully as if I wasn’t welcome (could be a race thing, not sure). When I stated the name on the order, I found that it was already ready, much to my delight! But, when I paid and sat down in the car to eat the sandwich, I found that it was underwhelming. We ordered two Asiago bagels with a few add-ons and ketchup and hot sauce. We mentioned many times to the person helping us that we would like both of those items. When we opened our sandwich, we found that our “Asiago” bagel was really a plain bagel with a sad slice of cheese on top and some random seasoning. We also did not notice any ketchup or hot sauce, and to too it off our sandwiches were COLD. When we called to rectify the situation, they did not apologize or look for ways to find a solution. Instead, they accused us of taking 45 minutes to get to the restaurant because of their wonky computer system and lying about out sandwiches being cold (time stamps of when we called are attached below). They blamed us for their technical and mechanical errors.

Fantastic customer services right there. Don’t waste your time. If you want a sandwich done right, you’re better off...