Bruegger's Bagels — Restaurant in Town of Penfield

My wife told me on Saturday that she wanted Brueggers for her Mother's Day breakfast today. I told her it would be incredibly busy this morning so we opted to order ahead and not have to wait in line. We placed an order at 9am on the app and we were told it would be ready at 940am. When we got there to pick it up at 940, the store hadn't even started the order yet. We waited until 10am before we had to leave and the order still hadn't been started.

Service is pretty slow on weekends outside of a holiday so I guess this was my fault thinking it would be any different.

I would suggest updating the order technology within your app so that when an order is placed it gives an accurate time frame of when the order will be completed based on how busy the store is overall. This is pretty standard for most restaurants that offer online ordering through an app these days.

*Edit: a refund is being processed for this order so I've updated the service rating from...

Every weekend I get bagels from the Webster, NY location and it always takes over 30 minutes standing there waiting for our food to be made. Absolutely ridiculous that you constantly have someone taking orders on orders on orders while only having two people make the actual sandwiches. Other workers are just standing around doing nothing for a reason I don’t know. This place is completely understaffed and so disorganized to the point where I had 6 people who ordered after me get their food before I got mine. I didn’t order any specialty sandwiches either. Bagels with butter and cream cheese. Very very simple. This place constantly struggles to do their job on a weekly basis and nothing ever changes. I will no longer be going to this brueggers unless something does change. I shouldn’t have to wait 45 minutes for a simple bagel. That’s absolutely ridiculous. Whoever owns this brueggers needs to start paying attention to the atrocity that this place...

Saddened and surprised how changed could negatively affect my experience while visiting your Webster location. Something as simple as placing my order at the register instead of picking out my dozen from the bins was very disappointing. In my opinion bruggers made a serious mistake, employee and customer alike were obviously disappointed. One step closer to be more like the other so called bakeries. Like I said “ simple change “. I used to make a trip to bruggers special , “old fashioned “ felt like I was standing in line at tops, bjs Aldi’s, wegmanish. Simple changes can change more than flavor. Probably no more special trips to bruggers , at least at other bakeries I can view my choices . A big mistake with a...