Bruegger's Bagels — Restaurant in Town of Manlius

I had the opportunity this morning to stop at my favourite bagel place. Bruegger's!! I visited this location all the time in highschool and even bought the lifetime coffee mug because I would stop in the morning on the way.

This morning I grabbed the mug and was unexpectedly really excited about getting my free coffee again. I walked to the counter and was greeted by the expected polite workers there. When I ordered the coffee explaining I had my lifetime coffee mug, she didn't seem to know about it. When I saw the charge for it, I explained that should not be there. She couldn't get me my coffee without me paying for it, so I declined the request.

My problem here is when I asked for a phone number to call, they had none to give me. I wanted to speak to someone to figure out why the employees didn't know about the "lifetime" mug. They were pleasant and directed me to the website, however the only numbers there are for the stores. Not much good those would do for me.

If a customer needs help, and the store isn't educated to provide the customer with needed information, a definite problem exists. Not the employees fault, but management somewhere along the line obviously dropped the ball.

I was embarrassed by trying to figure out why my lifetime coffee wasn't being honored. I knew nothing I said would make sense to someone who knew nothing about it. I was stuck in an awkward place.

The proposed solution was to wait until the store manager comes into the store 2 days from now. That was at least some type of answer, but still didn't fulfill my coffee needs.

Last I checked, I am still alive and should have my coffee instead of writing this. I am not impressed. The bagels on the other hand, still phenomenal as ever!

*UPDATE: It is now 2 days later and I had the chance to speak to the manager. After a detailed discussion, we discovered that the mug I have (Original Green One) is indeed "lifetime". Guess who has free coffee at Bruegger's again!!

As far as my main concern goes. How do customers connect with someone other than store employees, when the employees don't have an answer? The current manager has told me he will look into it and find out if something can be done. I sure hope someone listens to his suggestions.

This store is run by some excellent people. They are fun and ready to serve. It's Bruegger's just the way I...

Overall, Bruegger's is better than Dunkin when it comes to bagels and sandwiches. The bagels are made fresh on site and there's a much larger selection of bagels, cream cheeses and sandwich ingredients. Pro tip: always order on the app. The app includes a free coffee with every order. Otherwise, the menu is overpriced. My main gripe, however, is that nearly 4 years since COVID, they still pour all the coffee behind the counter instead of allowing you to pour your own. This is the only Bruegger's in the area still doing this. When you order coffee, they provide a baggie with 3 tiny thimbles of cream, 3 packets of sugar and a wooden stirrer stick. They don't seem to realize this is a waste of their own money and creating needless waste - I don't take sugar in my coffee. And I typically like more cream than they give, so I still have to add my own at home, so it costs me more money. If I could pour my own, as was the case pre-pandemic, I'd pour the cream first (and as much as I wanted, not just 3 tiny thimbles) so I wouldn't need a stirrer. They also used to have more flavors of coffee, like French toast or vanilla. Now it's just regular, dark, and hazelnut. The Bruegger's on Erie Blvd reverted to letting people pour their own coffee 2 years ago, no reason for Manlius to keep holding out. I've said this on countless customer surveys they've emailed me and no response so I'm guessing this review won't change anything either but I'd go to this Bruegger's more often if they'd let customers get their own coffees again like they did...

I've been coming to Brueggar's for years and love their bagels. Now that I live out of state, I make sure to visit multiple times and get a bagel when I'm in town.

However The past few times I've come when I visit hasn't been the best quality and service. I usually get multiple plain bagels with butter for my family. There either isn't enough butter or no butter at all.

The staff, particularly management seemed almost annoyed when staff would confirm orders with them. For example the cashier asked their coworker for confirmation of receiving a order and the coworker (almost looked like management) very visibly stopped what she was doing and rolled her eyes at her. It felt really rude to be doing that to a coworker especially in front of customers.

I would love to keep coming back but it's hard to when there is inconsistency in orders and treatment of staff. I hope this changes so I can keep...