ComplaintsforBroadway Bean and Bagel Co

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/13/2022 me and my family went to BROADWAY BEAN AND BAGEL, like we have many times in the past. We ordered the same thing we always order and ONCE AGAIN THEY GOT THE ***** WRONG. We proceeded to go back in the line to let them know the they didnt make the order correct and instead of fixing it they packaged up cream cheese and told us to put it on ourselves. My boyfriend told them we were not going to do that. Which I completely agreed. So instead of taking the previous sandwich back and making a new one, the girl who was making the food snatches the bagel out of my bfs hands with her ungloved hands and still tried to give us the same sandwich back. I told her we were not going to take that and that we wanted our money back for that sandwich. Another girl came to the window and proceeded to tell us that we always cause problems , and that we always tried to get free food from there when we have never once gotten free food. EVERYTIME we ever WENT there we tipped and paid in full. We were completely disrespected and this isnt the first time they made us feel unwelcomed because we are a bi-racial family. Its upsetting that a manager cant handle fixing a bagel without disrespecting a family. This isnt the first time this place has been reported about treating someone like c*** and making racist statements. I also was told the my refund could not be put back until the end of the business day. Its sad because we spend money like everyone else. And EVERYTIME we have ever came there we have had the employees there treating us horrible for no apparant reason.

  Business response

  07/28/2022

  I dont believe that any business likes to receive complaints but we can take this as a time to grow and be better.  The item that was made incorrectly was a bagel that didnt have cream cheese on it.  The staff working that day tried to correct the problem by providing a side of cream cheese to the customer as that is what was missing.  Unfortunately that wasnt a satisfactory resolution to the customer.  A refund was offered and given, unfortunately with our system a refund is not able to be entered until after the system is batched out at midnight with credit cards.  As for making any racial comments I would be interested to know what was said as that employee would immediately be let go.  From what I have known none came from any employees as they all know there is a zero tolerance policy at the store.  I also saw a thread on a ******** complaining page in which people asked to know what was said and no reference was given and later the post was deleted.  I have talked with all employees that it is up to the guest wether they would like a side of cream cheese or have us remake it for them.

   

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