Bruegger’s is listening! I am a fan now…
As many of you will have noticed, I have had my fair share of mishaps with my local Bruegger’s. The last time I wrote about my experiences, Scott Hughes, the VP of marketing posted a comment on my blog asking for more information so that they could address the problem.
We went back and forth on email a few times and then two weeks ago I noticed that they put a new general manager in charge of the store. Not only has the service improved considerably, the whole mood of the store has brightened somehow. And then yesterday I get an email from Scott to inform me that they had made some management changes at the store and asking for my business, saying: “I hope you give us another opportunity.”
WOW – Scott thank you for listening! You just turned me into a big Bruegger’s fan!
And btw – your new Ciabatta’s are great too!
[Tags: bruegger's customer service bagels]
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December 3rd, 2006 at 10:21 am
So how does this work, exactly? If an irate customer from each store around the country takes the time to complain, that customer’s store — and that one alone — gets fixed?
I’ve had the exact same experience several times at my local Bruegger’s, most recently this morning. It’s 10:00 am Sunday morning, and I went to Bruegger’s expecting to buy some plain, poppy, sesame, and everything bagels. They had zero sesame, zero poppy, and — most mind-boggling of all — zero plain bagels! When was the last time you went to McDonald’s, only to be turned away because they were out of hamburgers?
September 30th, 2010 at 3:51 pm
I’m glad you were able to get your issue resolved. Bruegger’s corporate does not normally follow up on complaints. The one issue that did get responded to but not resolved took over 4 weeks just to hear back from them.
While my local store have some wonderful people working for them, I’ve yet to see any competence at the corporate level.