Einstein Bros. Bagels

Stopped in at noon today after a doctor's appointment.
We waited for 5 minutes to be acknowledged even though there were 3 employees within a few feet of me.
There were one set of customers here so it was not busy.
Rather than helping us they screamed for someone in the back to help us.
When the lady came to take our order she was short and extremely rude.
I was very polite because I had a child with me and I try to show grace.
There was no ice in the ice machine, lemonade was empty and the drinks were warm and flat.
We are waiting on our order and we are not sure how that will turn out.
This will be our last time here.
It is said because we have been customers for so long.

Owner response

My wife wanted this for her first meal after giving birth to our son.
I tried to go through the drive through but they were out of everything I tried to order, so I went inside.
It wasn't particularly busy but seemed to be busier than they could handle comfortably.
Being a business owner myself, I try to be understanding because I've been there. We paid $34 for two breakfast sandwiches and two smoothies.
Even with inflation, that was a bit shocking. The whole thing took over an hour to get back to the hospital with most of the time spent waiting in line to order then waiting for the order.
By that time, I lost my parking spot and had to walk forever to get back to the room.
I arrived, took the food out, and found that my wife's $11 breakfast sandwich had been mistaken for just a bagel.
She had to eat a hospital tray.
A small mistake on their part but a meaningful one for us given the effort and expense we went to in order to eat there. I just can't justify spending that kind of time and money for that kind of service again.

Owner response

I have never been treated so rudely before.
Both the manager and the girl working the cashier on 11/6/2023 around 9:30am are extremely rude.
Placed an order online and went to pick it up - walked up to the register and told the girl my name.
She looked around at some receipts scatted on the counter and then didn’t even respond to me before moving on to the next customer.
I stood by the counter for a little while before finally sitting down at the closet table right across from register.
Waited over 30 minutes for my order.
Finally went up to the counter again to ask for an update.
The girl gave me immediate attitude and said “well as you can see, we have a ton of orders” and gestured behind her.
She didn’t even offer to check on my order.
Manager then came up and asked for my name.
Turns out my order had been sitting behind the counter right next to the cashier the whole time! The girl didn’t even look!!! I complained to my manager that my food was cold and he just stared at me before saying “food gets made even if you’re not here”.
I had been waiting for over 30 minutes! Several of the staff saw me sitting there and made eye contact with me MULTIPLE times! Not one of them offered to check on my order or give me an update.
I ended up just walking out because I couldn’t believe how I was being treated.
I have never been so upset at service that I would leave a poor review.
I understand what’s it like to be understaffed and busy but this was just unacceptable.
I would give zero stars if I could.
Horrible customer service and awful management.

Owner response