Kettle Bagels & GRILL #2 (Plantsville Location) Breakfast & Lunch & Dinner — Restaurant in Southington

We have been here several times. I keep hoping things improve, but they don’t. Food is quite tasty, when done correctly, which unfortunately is often not the case.

Today may have been the last straw. In my wife’s omelette, I subbed American cheese for sausage, but they still up charge for cheese even when wanting to sub for a more expensive meat. Is what it is. I get home and there is no cheese. I call them to ask to make me a new omelette, I don’t need new home fries just the omelette. I leave to go, and halfway there my phone rings with them wanting me to bring the omelette. She then asks me to go back and get it, which I refuse since I’m already put out of my way and halfway there. I have my wife send me pics to show them. The manager or owner asks me if I brought the omelette and I say no, to which he tells me they could have put cheese on it had I brought it. I ask him how good a now cold omelette would be with cold cheese out on instead of being cooked and melted inside as it should have been. His response is an incredulous “so you want a whole new omelette?”. So they hadn’t even started her omelette and I have to wait there for them to make it.

Yes, I paid extra for cheese and yes, I want a hot and correctly made omelette.

Not one apology, no empathy for the fact that my own wrap is at home now cold or I missed eating breakfast with my kids so I could get my wife a new omelette.

Not the first mistake on our order, though it may be the last one. Mistakes happen, but customer service is as important as the food.

And ironically, I twice to them I only needed an omelette and don’t need new sides, and they end up giving me new...

Great bagels and menu options. Also, a lot of ways to customize your order to suit your needs. Highly recommend!!

Edit (10/7/2022): So, I originally had these guys at 5 - Stars but Im bringing them down to a 1. Reason being is I placed an order with them around 1:15pm (they close at 2:00pm) and after the order was placed I was about 20 mins out. My ETA was around 1:35pm, but due to traffic I reached there roughly at 1:50pm. As I walked in I apologized (yeah me the customer apologizing) for reaching there just before closing, albeit still 10 mins to go. The taller guy of East Asian decent goes "Couldn't find anywhere around where you were coming from" haha there was plenty of options my friend. But I like your bagel's and it blows my mind at the fact that I did pass by so many places and went a little out of my way to do businesses with you and yet you still have snark remarks cause you probably want to get out early. That or you hate your job, come to think of it you always seem to have an attitude on you whenever I pick up my food. Fancy is much better anyways ( better bagels, much much friendlier staff, better ambiance, and better pricing) , I just like your topping varieties more. Won't be coming back and if you enjoy getting treated like dirt or getting vibes that your doing these guys a favor by coming here then by all means shop at this rude establishment... This goes without saying but I won't be back and I'm sure you wont...

I ordered from door-dash seeing as I don’t have the time in the morning due to school. I ordered 5 items.

1- hash brown (literally 1 hash brown patty) 1- chicken egg and cheese grinder 1- smoked salmon sandwich 1- rainbow bagel with birthday cake cream cheese 1- cheddar bagel with scallion cream cheese

The food was good but what disappointed and frustrated me was how I never received my cheddar bagel with scallion cream cheese. I know the driver didn’t take it seeing as the bag was stapled shut. Also another thing I realized while opening these sandwiches is that they do not cut the bagels properly. The bagels are cut almost close to the top(one slice super thin and the next super thick). As we were eating the food biting in the first layer was thin bread and then cream cheese/salmon and then an oddly thick cut of bread bottom that was hard to chew. Also on the salmon sandwich they loaded it with salmon, didn’t put the capers, four stems of onion and one small tomato. I am also confused how a piece of scallion got into the wrapping of this sandwich meanwhile the other sandwich was never received. All I have to say being a first timer here was not worth my money. Especially for the sandwich I did not receive. If you want breakfast worth your while and that is not as pricey as these guys head to Wolcott Bagel in Wolcott or Fancy Bagels in Southington! Don’t waste your...