4 years ago
Really torn!!! I used to loooove gibs bagels, stil...
Really torn!!! I used to loooove gibs bagels, still do love the food. However, the customer service has gone way down, even before covid. Over a year ago the staff was amazing!! Used to go 3 or more times a week for something. (I'm not sure if its the same person but it is always a female at register when this happens. I'm a female & my job is empowering woman so that has nothing to do with it)! I totally get that things are different now but if its going to be an hour instead of 15 min, tell me an hour, I'll wait! I get less staff, more call ins, it might not be a quick turn around but then tell me that. Don't tell me 20 min and an hour later I have to call cause my husbands been waiting there since 918 and its 945 (order placed at 841, gave extra time before we got there so it would be ready). So: order placed at 841, 20 min would be 901, we gave them an extra 17 min before arriving and it still wasn't done (ok no biggie probably be out in a min). Its now 941 and I get a call from my husband they still haven't made the food, he just went in (we were doing curbside pickup). So I call and get put on hold for 2 min, and then I am told after explaining what happened that they are making it now, at 945. I got a sorry and rushed off phone. If this was an isolated incident and they maybe said here are some bagel bites for the inconvenience or next time a bagel on us, I would of been like stuff happens. However, it is not! Last week we called in an order (and I let them know this time) that my husband was also picking up on his way home from fishing and they didn't even have it (again gave extra time). Said they couldn't find the order and it would be awhile if we reordered (at least they let us know it wouldn't be 5 min, but you would think they would say let me get it in). My husband just getting back from fishing did not feel like waiting, so we declined and he went to McDonald's drive-thru. Now remember in the beginning I said it started before covid. Well before all this happened I went in, in January and ordered the same thing I do everytime for myself (bagel with cream cheese, bacon, tomato). This time it was close to $3 more. I asked why and she explaines a breakfast sandwich (bagel, egg, meat, cheese) is $4something, plus I added cream cheese and Tomato. I said "yes but I'm not getting egg or reg cheese, normally I get charged for a bagel with cream cheese add tomato and bacon." I got the 'confused' and then the 'ok and' look. Because I had text receipts, I went back and showed her, however when going back and looking I noticed on 3 other occasions out of a dozen or so the same thing happened but I didn't notice cause I ordered a bunch of other stuff and it was basically not realized. I asked why this is happening and was told by cashier "I guess it just depends on who rings you up" and got dismissed. I said "ok then, cancel my order" and walked out. It was busy and I was otw to work, I didn't have time to speak to a manager. 3 strike rule for me (really more if you consider all the over charges)! I should also mention that bring up your rewards and they would seem aggrevated they had to pull up! the thing #$%< happens but don't dismiss it. Make up for your wrong. Have staff trained to be curtious and if an error is made own up to it and don't make the customer feel like they are a bother or its not big deal. Waiting an extra 45 min for food, your order disappearing and being over charged is not nothing! Really wish I didn't have these experiences because they are by far the best bagels in town. I'm a NY girl and we know our bagels. However, I would rather go to #2 (and there is a big gap between if I was to score based on bagels) and get good service than continue to get sub par service at Gibs! Not only will I miss the bagels but ill miss the atmosphere (when you could go in and eat) with the tied died shirts behind the counter and great music (Grateful Dead & other great artists) playing on the speakers. I had a nostalgic connection to this place and now that's gone! From your really disappointed customer!!