This bagel: One parent is a proper chewy bagel, and the other, a soft, tasteless, Olive Garden bread stickđ Not great, but some will like them. 2 of the 3 staff members were totally indifferent to the customers. As if we were infringing on their conversation. Two of us were in line for 5+ mins while 2 staff were busy making bagel sandwiches but the 3rd was casually restocking and wiping things down behind the counter. Whatâs that about?? Management needs to refresh customer service basicsđ€·ââïž
Atmosphere: 2
Food: 2
Service: 1
Stephanie Pourgouri
My experience at Western Bagel has always been pleasant, as Iâve visited several locations in Los Angeles. Unfortunately, the Burbank location has staff members whose behavior is completely unacceptable. On a recent visit, I was shocked and appalled by the way I was treated, particularly by an employee who appeared to be the manager.
I entered the store with my service dog, only to face blatant discrimination. The employee addressed me in an extremely rude and dismissive manner, showing zero regard for the fact that my dog is a service animal. She even made demeaning gestures, such as âshooingâ him away, as if we didnât belong there.
To make matters worse, her colleagues behind the register began giggling and making comments about the situationâright in front of me and other customers. Their behavior created an atmosphere of humiliation and discomfort, not just for me but for the people who witnessed this appalling display.
This level of unprofessionalism is one of the most disgusting experiences Iâve ever had at any store or restaurant. For a business that prides itself on customer service, such treatment of customersâespecially one with a service dogâis unacceptable and deeply disappointing.
Atmosphere: 1
Food: 1
Service: 1
Ariel Adrian
I was super sleep deprived and having a bad morning. Brought my 4 year old in for a bagel. Lined up in the right spot but approached the register. I was confused when the cashier let me know I was in the wrong spot to order, but I figured it out. Some how ended up ordering twice. I was a total ditz and the employees could not have been nicer. My son loved the bagel and I so appreciated how great the employees were.
Atmosphere: 5
Food: 5
Service: 5
Alexandra Pencer
I stopped in to get a sandy. I ordered the lox and cream cheese bagel on cheese and onion bagel , it was really good. Great customer service too
Atmosphere: 4
Food: 5
Service: 5
Augusta Salegna
Missing bagels would not sway me to leave a 1 star review. What sways me is the lack of customer service I received from Sylvia. Hopefully speaking to Manager Brian tomorrow will produce a better conversation.
I called to share that I was missing bagels from my Sunday order. We ordered thru the western bagel app, and upon pick we only received 19 of 30 bagels. The bagels were for my gender reveal and ultimately, I did not have enough bagels for my guests.
Speaking to employee Sylvia today I initially said 6 were missing and then my husband reminded it was 11. I updated her and she said âare you sure?â I said yes. She went on to say âmaâam that is highly unlikely that you were missing that many bagels.â She said twice it was highly unlikely.
Her resolution was for me to come in and pick up the remaining amount. 1st of all, the event is over. This is not an acceptable resolution. The store closes at 2pm. I cannot leave work to drive to Burbank and pick up bagels I no longer need. I asked for a refund for the missing bagels and she says sheâs not the supervisor sheâs only covering for him right now and they cannot do a refund without us being there in person. Something about corporate involvement.
She asked me if I wanted her to write a letter to Brian so that he could help us when he comes in. I said I will call him back tomorrow. Being told a mistake was âhighly unlikelyâ was so rude and I canât fathom feeling comfortable to order from this store again. We deserve to be reimbursed at minimum for the 11 missing bagels.
Atmosphere: 1
Food: 5
Service: 1
Sarah Pardoe
Every time we try to give this place a try, they ruin it. We've gone in to order, we've placed orders through the app, we've had it delivered - and every time, there's some kind of issue.
One time, it was that they ran out of the bagels we had ordered, and rather than letting us know, they substituted a random bagel in that we didn't want, and didn't find until we'd gotten home.
One time, the app wasn't working to redeem a reward, and no-one we spoke with cared enough to figure out the issue.
This last time, we ordered it for delivery, and after it was over 30 minutes late, they told us that their printer paper had run out and they had never gotten our order. It took multiple calls to sort it out. And when it finally came, they hadn't followed the order instructions and were unkind to our driver.
The through line here? They don't care. The employees & management at the Burbank Western Bagel have an attitude of just not caring or bothering enough.
If you accept that, you can (usually) get a bagel that you'll enjoy well enough. But shouldn't we have higher standards than that? Shouldn't we get what we order? Shouldn't we not be made to feel like we're "less than" just because we'd like our order to be right?
Please, Western Bagel. Please start caring.
Food: 2
Service: 1
Lise HP
I visited the shop earlier this morning and tried a sourdough bagel for the first timeâit was absolutely delicious. The iced coffee was also excellent. Unfortunately, while I was there, an extremely angry customer was yelling and cursing at the employees. I want to express my support for your business and commend your staff for handling such difficult situations. The food and service were both fantastic, and I appreciate your hard work. I will continue to support your shop! You all are doing a great job!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Traditional
Guadalupe
I don't live in Burbank but since I've enjoyed the sandwiches here before and we happened to be in the area, my boyfriend and I made a pit stop on our up north. Big mistake. Apparently we didn't line up in the "designated area", and we along with the other guests lined up behind us, were ignored instead of being redirected by any of the many staff standing around. The manager, Silvia, was clueless and rude. When I noticed she wasn't going to be receptive to what I was saying, I asked for her District Manager's info. Instead of taking care of a pissed off client, this genius escalated matters by brushing us aside and forcing us to wait until she finished helping other guests ((who came after us)) ?Brian, if you read this: Can you please teach Silvia proper management skills like delegating menial tasks to any of the staff standing around so she can try to calm irritated guests down instead of antagonizing them? Excellent bagels, sadly we will never return to this poorly managed location.
Went to stand in line and I was completely ignored. All the customers in the pickup line were being called first. I figured this was because they had pre-ordered but that was not the case. Overall nobody was helpful, and they took too long to serve
Atmosphere: 3
Food: 3
Service: 2
Paul Ju
They forgot to include an item. They never apologized. Will never go back. There are a lot of better places for bagels.
Atmosphere: 1
Food: 3
Service: 1
Michael J Herman
Long waits.Crumbybattitudes.They make errors on orders on a regular basisThey do not correct their mistakes. Instead they give you a hard time as though it was your fault they gave you the wrong bagels.I recently phoned in an order.I was given the wrong bag. I phoned 12x til I gotma mgr who said she woukd replace the order next time I come in, but they never did. They couldn't find the credit.So I spent another $35 and didn't get what I orderred and paid for.It's the only decent bagel shop in the area.I'll buy a bagel or 2, but my days of dozens at q time with them are over unless they honor their word and honor the credit.Btw, not the 1st time sonething like this happened here.
Atmosphere: 2
Food: 5
Service: 1
Sabrina Lowery
I recently had an experience with an online order. Happy to say the owner and manager assisted me to my satisfaction. Can't beat good customer service!!! ??
Atmosphere: 4
Food: 4
Service: 4
Recommended dishes: Lox Spread
Gary Dunkel
Hands down, best bagel shop in LA and thatâs coming from a NYer! Western bagel is always my spot for delicious bagels. The inside is very much like an NYC bagel shop as well
This bagel: One parent is a proper chewy bagel, and the other, a soft, tasteless, Olive Garden bread stickđ Not great, but some will like them.
2 of the 3 staff members were totally indifferent to the customers. As if we were infringing on their conversation. Two of us were in line for 5+ mins while 2 staff were busy making bagel sandwiches but the 3rd was casually restocking and wiping things down behind the counter. Whatâs that about?? Management needs to refresh customer service basicsđ€·ââïž
Atmosphere: 2
Food: 2
Service: 1
My experience at Western Bagel has always been pleasant, as Iâve visited several locations in Los Angeles. Unfortunately, the Burbank location has staff members whose behavior is completely unacceptable. On a recent visit, I was shocked and appalled by the way I was treated, particularly by an employee who appeared to be the manager.
I entered the store with my service dog, only to face blatant discrimination. The employee addressed me in an extremely rude and dismissive manner, showing zero regard for the fact that my dog is a service animal. She even made demeaning gestures, such as âshooingâ him away, as if we didnât belong there.
To make matters worse, her colleagues behind the register began giggling and making comments about the situationâright in front of me and other customers. Their behavior created an atmosphere of humiliation and discomfort, not just for me but for the people who witnessed this appalling display.
This level of unprofessionalism is one of the most disgusting experiences Iâve ever had at any store or restaurant. For a business that prides itself on customer service, such treatment of customersâespecially one with a service dogâis unacceptable and deeply disappointing.
Atmosphere: 1
Food: 1
Service: 1
I was super sleep deprived and having a bad morning. Brought my 4 year old in for a bagel. Lined up in the right spot but approached the register. I was confused when the cashier let me know I was in the wrong spot to order, but I figured it out. Some how ended up ordering twice. I was a total ditz and the employees could not have been nicer. My son loved the bagel and I so appreciated how great the employees were.
Atmosphere: 5
Food: 5
Service: 5
I stopped in to get a sandy.
I ordered the lox and cream cheese bagel on cheese and onion bagel , it was really good.
Great customer service too
Atmosphere: 4
Food: 5
Service: 5
Missing bagels would not sway me to leave a 1 star review. What sways me is the lack of customer service I received from Sylvia. Hopefully speaking to Manager Brian tomorrow will produce a better conversation.
I called to share that I was missing bagels from my Sunday order. We ordered thru the western bagel app, and upon pick we only received 19 of 30 bagels. The bagels were for my gender reveal and ultimately, I did not have enough bagels for my guests.
Speaking to employee Sylvia today I initially said 6 were missing and then my husband reminded it was 11. I updated her and she said âare you sure?â I said yes. She went on to say âmaâam that is highly unlikely that you were missing that many bagels.â She said twice it was highly unlikely.
Her resolution was for me to come in and pick up the remaining amount. 1st of all, the event is over. This is not an acceptable resolution. The store closes at 2pm. I cannot leave work to drive to Burbank and pick up bagels I no longer need. I asked for a refund for the missing bagels and she says sheâs not the supervisor sheâs only covering for him right now and they cannot do a refund without us being there in person. Something about corporate involvement.
She asked me if I wanted her to write a letter to Brian so that he could help us when he comes in. I said I will call him back tomorrow. Being told a mistake was âhighly unlikelyâ was so rude and I canât fathom feeling comfortable to order from this store again. We deserve to be reimbursed at minimum for the 11 missing bagels.
Atmosphere: 1
Food: 5
Service: 1
Every time we try to give this place a try, they ruin it. We've gone in to order, we've placed orders through the app, we've had it delivered - and every time, there's some kind of issue.
One time, it was that they ran out of the bagels we had ordered, and rather than letting us know, they substituted a random bagel in that we didn't want, and didn't find until we'd gotten home.
One time, the app wasn't working to redeem a reward, and no-one we spoke with cared enough to figure out the issue.
This last time, we ordered it for delivery, and after it was over 30 minutes late, they told us that their printer paper had run out and they had never gotten our order. It took multiple calls to sort it out. And when it finally came, they hadn't followed the order instructions and were unkind to our driver.
The through line here? They don't care. The employees & management at the Burbank Western Bagel have an attitude of just not caring or bothering enough.
If you accept that, you can (usually) get a bagel that you'll enjoy well enough. But shouldn't we have higher standards than that? Shouldn't we get what we order? Shouldn't we not be made to feel like we're "less than" just because we'd like our order to be right?
Please, Western Bagel. Please start caring.
Food: 2
Service: 1
I visited the shop earlier this morning and tried a sourdough bagel for the first timeâit was absolutely delicious. The iced coffee was also excellent. Unfortunately, while I was there, an extremely angry customer was yelling and cursing at the employees. I want to express my support for your business and commend your staff for handling such difficult situations. The food and service were both fantastic, and I appreciate your hard work. I will continue to support your shop! You all are doing a great job!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Traditional
I don't live in Burbank but since I've enjoyed the sandwiches here before and we happened to be in the area, my boyfriend and I made a pit stop on our up north. Big mistake. Apparently we didn't line up in the "designated area", and we along with the other guests lined up behind us, were ignored instead of being redirected by any of the many staff standing around. The manager, Silvia, was clueless and rude. When I noticed she wasn't going to be receptive to what I was saying, I asked for her District Manager's info. Instead of taking care of a pissed off client, this genius escalated matters by brushing us aside and forcing us to wait until she finished helping other guests ((who came after us)) ?Brian, if you read this: Can you please teach Silvia proper management skills like delegating menial tasks to any of the staff standing around so she can try to calm irritated guests down instead of antagonizing them? Excellent bagels, sadly we will never return to this poorly managed location.
Atmosphere: 3
Food: 4
Service: 1
While Iâve ordered from them online in the past, my first time In store experience was⊠to put it mildly left to be desired, as a professional chef whoâs worked in majority aspects of restaurants I can definitely say theyâve got some work to do, with so many hands back there making food it seems their system is who ever helps you is the person you check out with, a young man named Alex who Iâm sure has ties to the owner seemed to make it known only his customers mattered by nonchalantly waving me off at the register and said âshe can help you..â instead of maximizing time and completing the transaction for his co worker who diligently went to work instead of completing the transaction (was most likely her first week) and young man made it a point to interrupt and flirt with who was making my food, after completing the transaction I wasnât sure if I was supposed to sign for anything because I wasnât handed a receipt, and when I tried to ask, whom I undoubtedly thought might be the owner or at least manager do I need to sign anything she candidly interrupted me and said Iâm not helping you, again I insisted hey thatâs my receipt as she looked to her employees and asked is this anyoneâs thatâs when my fiancĂ© asked if I needed to sign for anything and I got a direct answer of no, maybe it was the towel I had draped over my shoulders because I just came from taking my son swimming, maybe itâs just the time of the day, but my first time there and everyone behind me got prompt service and no attitude, lets me know I wonât be returning in store or via delivery, you all need a better system, an overall attitude adjustment and to do betterâŠ
Atmosphere: 2
Food: 3
Service: 1
Delicious everything cheese bagel. I could have done without the lady at the counter continually rolling her eyes at me as I gave my order.
Atmosphere: 5
Food: 5
Service: 4
Restaurantji Recommends
Went to stand in line and I was completely ignored. All the customers in the pickup line were being called first. I figured this was because they had pre-ordered but that was not the case. Overall nobody was helpful, and they took too long to serve
Atmosphere: 3
Food: 3
Service: 2
They forgot to include an item. They never apologized. Will never go back. There are a lot of better places for bagels.
Atmosphere: 1
Food: 3
Service: 1
Long waits.Crumbybattitudes.They make errors on orders on a regular basisThey do not correct their mistakes. Instead they give you a hard time as though it was your fault they gave you the wrong bagels.I recently phoned in an order.I was given the wrong bag. I phoned 12x til I gotma mgr who said she woukd replace the order next time I come in, but they never did. They couldn't find the credit.So I spent another $35 and didn't get what I orderred and paid for.It's the only decent bagel shop in the area.I'll buy a bagel or 2, but my days of dozens at q time with them are over unless they honor their word and honor the credit.Btw, not the 1st time sonething like this happened here.
Atmosphere: 2
Food: 5
Service: 1
I recently had an experience with an online order. Happy to say the owner and manager assisted me to my satisfaction. Can't beat good customer service!!! ??
Atmosphere: 4
Food: 4
Service: 4
Recommended dishes: Lox Spread
Hands down, best bagel shop in LA and thatâs coming from a NYer! Western bagel is always my spot for delicious bagels. The inside is very much like an NYC bagel shop as well
Atmosphere: 5
Food: 5
Service: 5
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