Bruegger's Bagels — Restaurant in Wauwatosa

Disappointing Experience and Poor Customer Service

I had a very disappointing experience with this business. I placed a pickup order for 7:30 AM — plenty of time, considering they open at 6:00 AM. When I arrived shortly after 7:30, my order wasn’t ready. No one greeted me or offered any updates. I had to initiate the conversation and was told they were still waiting on muffins to finish baking.

By 7:45, I asked again, but staff continued assisting other customers without acknowledging the delay or offering any sort of explanation or solution. Finally, at 8:00 AM — 30 minutes after my scheduled pickup — I received my order.

What made the situation worse was the complete lack of accountability or professionalism. When I expressed my frustration and mentioned I was now late for a meeting, the employee, Darnell, responded with “You're welcome” instead of an apology. When I pointed out the impact of the delay, he dismissed it by saying, “It’s not my fault the muffins aren’t done and you put in a big order,” followed by, “Well, you better hurry up.”

This type of customer service is unacceptable — rude, dismissive, and lacking any sense of responsibility. I spent over $80 on this order. I understand delays can happen, but the way it was handled — with zero communication or attempt to make things right — was completely unprofessional. Offering a substitution, a partial refund, or even just a sincere apology at the time would’ve gone a long way.

I was finally able to reach a manager a week later, who did apologize, but I was told they usually get good reviews on Darnell. While I appreciated the apology, it was too little too late.

I don’t typically leave negative reviews, but the lack of basic customer service here needs to be addressed — especially for customers placing large orders and expecting professional...

I came to Brueggers on a Sunday morning around 8:30. Food was fine, overpriced for the quality, but that’s everywhere these days. There were 3 individuals up front. 2 were making sandwiches, doing line( it seemed) and the other was order taking. She proceeded to tell us to let her know when we were ready and then promptly left her work station. We were mostly ready to order and stepped up, however, she had scurried away. neither of the other 2 employees filled in while we proceeded to wait for 6 min with a line forming behind us. When she returned, she let out a hefty sigh and hardly spoke audibly and just mumbled. There was zero energy and she treated us like a bother. I asked her to repeat what she said and she gave me a nasty look and spoke up, but with an obviously annoyed tone. I apologize for being an obvious burden, Brueggers. I won’t be back to bother you anymore.

Came back 1 year later (09/28)and had an obviously annoyed man take our order. Did not ask “how can I help?” Or any of the typical things you’d ask of a customer. Pathetic. He was at least 30, you’d think he’d know how to provide decent customer service. Also, please have some special training on how to cut a bagel in half. I thanked the sandwich maker by saying “thank you” and was...

Went there on Friday, March 31st, in the morning, for the first time, and I am super disappointed. I drive by this place everyday, and finally decided to stop by. There were only 3 employees, and one giant line. Not only that, but they were almost out of every single bagel. The african american lady taking the order had major attitude, dropping things, because she obviously hates her job. On top of all of that, she obviously cannot count, since she only put 5 bagels, on my order of 6. The cashier never gave me a receipt either, and I am currently on hold with them for over 8 minutes on the phone, trying to speak to a manager. THIS PLACE IS AWFUL! Once I finally got a hold of a manager (Greg), he said he would replace the 6 bagels on Monday, and that I should just ask for him. Called ahead this morning to make sure that a. he was there, and b. that they had enough bagels this time around, and guess what? He wasn't there. Thankfully another manager, Debbie, took care of me, (even tough she put the cream cheese on the bagels, instead of the 6 bagels with a side of plan cream cheese), at least I got the bagels replaced. Not sure if I will ever go...