I can quickly get very angtsy when I talk about Grateful Bread, trying to reconcile the sublime with the egregious. Their bakery products are superb, and their selection surprisingly diverse. I'm a reasonably big bagel snob, and their bagels, though not strictly completely authentic, are easily the best I've found in Seattle. It's also kid friendly without feeling like a jungle gym, and there's almost always plenty of seating. I'm a huge fan of their outdoor patio, with the closing windows that make it tolerable to sit outside even in the winter, if it's mild out, and I almost always like the music they play--they often play gen-u-wine hippie music, dear to my heart, or something modern and similar in vibe.
But oh the service. The service! I've been going to Grateful Bread for almost 4 years, and for at least half of that time I was going once a week or more. I almost always order the same thing: a toasted poppyseed bagel with butter and very little cream cheese, and a soy hot chocolate with whipped cream. I think you'll agree--specific, sure, but not terribly complicated, right? But to say they never get it right is really only a very small exaggeration. The most common error is to ignore the request (presented in more and more detail as time goes on, as I hope evermore to finally receive what I'd like) for very little cream cheese and instead give me a massive pile of schmeer. But I've had it untoasted, overtoasted, no butter, obscene amounts of butter, wrong flavor of bagel... you name it, they screwed it up. Then there's the snippiness about my wanting whipped cream with my soy hot chocolate. I do in fact realize that whipped cream is cow's milk, which would seem to run counter to my soy request, and you could argue that it'd be kind of them to point it out gently if they feared I didn't realize that potential contradiction for some reason, but in the first place, I'd ordered it from the same couple of people for months and still elicited that reaction, and second, what's the point of being a jerk about it? Why be a jerk about anything coffee- or pastry-related, really?
Then there's the waiting. If you're troubled inefficiency, you'll get a chance to practice implementing imaginary streamlined processes in your head while you wait. They don't seem to have any training or, like, clear duties. Sometimes the person who takes your order is also the person to make your sandwich, pull your shots, and take your money. At the same time they may have other people doing zone stations, and getting upset that someone's honing in on their area. It's also not clear sometimes where you should line up, and the baristas aren't great about keeping track of who's been waiting longest, so it's not super uncommon to have someone cut in front of you, sometimes without even realizing it. It's total chaos. Given all that, the waiting time really could be a lot worse, but you wouldn't ever want to go during a busy time if you're in a hurry.
So the fact that I give them three stars, I hope, signals just how very much I love their goods. That's a long list of woes to have to compensate for, and their stuff really is yummy enough to do it, especially since the walk there is so darn pleasant from my house. I just get so worked up thinking about how much better it *could* be if they could get someone in there to really train the employees well. read more