Bruegger's Bagels — Restaurant in Wallingford

I've waited a full 2 weeks to write this review. I had hoped that the District Manager would reach out to me to address what happened (I've submitted a review from their receipt system, and contacted corporate on social media as well) but that has not occurred.

Two Fridays ago, a Bruegger's employee all but accused me of theft, and then subsequently loudly directed me to leave the store. The root cause of this incident was that the online order I had placed (and which was verified by another employee working that day as appearing on my app) had, for whatever reason, not yet shown up at the store itself. The order has also been verified by the Bruegger's staff who was handling the SM account I contacted the same day.

The lack of attention to this matter of Terrible customer treatment has cost Bruegger's not just the cost of one $6 sandwich (for which payment was never in question) but the loss of a 20+ year regular customer of this company.

Technology can be flawed, and I had cash on me. I asked that the team please make my sandwich (hoping the online ordering system might catch up in the meantime), and the sandwich maker in question kept haranguing me about "YOU NEED TO PAY FOR YOUR SANDWICH". I have subsequently applied for a refund on the sandwich in question, as I paid cash for both the sandwich and the coffee which would have been free had it processed on the app.

Contrary to typical Wallingford counter ordering, the sandwich maker in question (who was not the employee who actually made my sandwich...at least 4 employees were working in the store that day) hand-carried the sandwich to the register so I "had" to pay for it before receiving it. Typically, sandwiches made are handed to the customer who carries them to the register for payment. Clearly, this employee thought I looked nefarious.

I'm sure Bruegger's can verify this via my online app - I've been a regular customer of this location since I moved here more than 7 years ago. I also have been an enjoyer of Bruegger's Bagels for at least 20 years, having been introduced to them in Troy NY. I dont see how - given the lack of response - that could be recovered. Luckily we now have more bagel options than we used to, so, I dont have to worry about changing bakeries.

Make no mistake, I am utterly incensed by how this all has occurred. Also you should all know that the refunding system via the company-wide app is also slow, and I haven't heard from them either. I now need to figure out how to refund the balance on the app completely, as I don't think I'd ever need it again....

I never imagined I would find a McDonald's version of a bagel spot but here we are. This place is an insult to bagel spots. The bagels are very small circumference wise and overloaded with seasoning to the point it cut the roof of my mouth. I got my regular order ... ham, bacon, egg and a hashbrown on a garlic bagel with salt, pepper and ketchup. I was told they don't put the ketchup on the sandwich. I had to gather packets. When I saw that they were not cooking anything on a griddle I was concerned. I was right to be concerned. The bacon was thin and not crispy ... like McDonald's. The egg was a perfect circle ... like McDonald's. You can watch your food being prepared so at one point a little muffin was placed on the sandwich and smashed down into mush. I asked what was that and was told it was the hashbrown. Who makes muffin shaped hashbrowns? Whoever's idea that was should be fired. I also got an everything bagel with jalapeno cream cheese. The jalapeno cream cheese was overly spicy. It is supposed to be a nice blend ... edible. It was so spicy I was coughing so much I couldn't eat it. Also it was yellow for some reason??? When I open the sandwich with the hashbrown the smushed mess looked like vomit. I tasted a bit of it and it had cheese! I get some may want cheese in their hashbrown but that being the default is foul. I scraped it off and proceeded to destroy the roof of my mouth. I will say that the place was very clean and the employees were kind...

I tried calling ahead to order as i was in a hurry. No one picked up. I ended up ordering on door dash. Doordash said it would be ready by 900. I walked in at 855. People were ordering getting their bagels and walking out. I waited patiently. There were 5 people working behind the counter. A pleasant young lady looked up at me and asked me if I needed help. I said I have a door dash order for Peter. At this point a gentleman looks up at me and says " thats going to be a while there's plenty of orders ahead of you." So this where i'm confused. There are currently no customers in the store, there are 5 people behind the counter, wouldn't the proper thing to do would be to say"hey his bagel is paid for can one of you please make it? I said "well I can just cancel the doordash order and make an order at the counter, if that means I don't have to wait. The gentleman behind the counter shakes his head and rudely says" Well that makes no sense". The pleasant young lady notices this, and says" no problem I'll just make it". The gentleman again mutters something under his breath. At this point I was done. I walked out. I had paid $8.99 for the sandwich, but felt it wasnt worth it. Horrible system for...