I placed an order last Wednesday (12/20/23) around 6:20am, on Einstein's website. I arrived at the store for my pick up and there was a sign on the door stating "Late open due to building maintenance" I thought, okay, totally understandable I'll call them when they open... In the meantime I checked on door dash and grub hub and both stated that they were open- in my mind I would hope they'd be able to turn off ordering if they knew they would not be able to open at the stated time. I called back every hour from 7am until I finally got ahold of someone at 11:15am. I told the woman I had placed an order online this morning and when I arrived they were closed, she probably received quite a few phone calls regarding this and told me her baker had called in sick and they were having oven issues-I told her I completely understand but I would like a refund. She very abruptly told me to request it on my app. I said, what do you mean? I ordered online, she was definitely getting annoyed at this point and said well we can't do a refund you have to contact corporate. I was confused and asked how I would do that.. She said well if you don't have the app you just have to go online and contact corporate.. this whole conversation I felt like the employee was irritated/frustrated with me. I thanked her and ended the call. I immediately went online and contacted corporate within the next 20 minutes. It has been a full 5 business days since this incident, a full week since I placed my order. I'm hoping to at least receive my refund by Monday. Was it a lot of money? No. Did I expect a substitution (offering to make the order then or the next day) no, but would it have made a difference to how I'm feeling regarding this situation? Yes. I don't have any ill will regarding Einstein and I'm sure I will order from them again but I've sat on this for over a week and thought about other people or company's who may have ordered in the same time frame and wondered if anyone else had a similar experience. I am willing to change this review if anyone reaches out and if I receive my refund. UPDATED 1/8/24. I have still not received a refund. I hate this automated response from "the owner". Clearly they're not reading these. I ended up contacting Einstein's corporate through Instagram on 12/28. They told my my refund had been issued a few days before. Contacted them again today and now they said it was issued on the 27th. Frustrating to not have any reply back from the website, didn't say anything in the follow up, etc. I will not be recommending this location nor will I ever purchase from this location again. Better off going to any other location.

I ordered an egg bagel with salmon cream cheese. I was rudely interrupted and told that they didn't have egg bagels. I settled for an everything bagel. He then asked me what kind of egg I wanted on my bagel (I never ordered egg on my bagel) then he asked what kind of cheese I wanted (again never ordered cheese). I ended up with an everything bagel with plain cream cheese which is definitely not what I ordered but the sheer fact that they were able to produce any sort of edible food item was nothing short of a miracle. The coffee needs a different review in and of itself. I'll give you the readers digest version: the first cup I made I immediately dumped the entire cup in the garbage. The 2nd try was barely tolerable. I basically only drank it to avoid a soul crushing migraine. I would only recommend this place to my enemies.

Had the all nighter breakfast sandwich and it was great. The bagel was fresh and the sandwich was filling. I also tried an everything bagel with chive cream cheese and that was pretty good too.

I don’t recommend this place to anyone. The customer service was appalling bad. I walked in with my husband and my 8 months old in a car seat and we order drinks and food. I found a place to feed my daughter as she was getting fussy and I didn’t want her to have a meltdown. She was in her car seat I just sat in a bench and the employees complaint that the dining room was closed and asked us to leave. Asked us to leave for feeding an 8 month old in a coffee shop without even have filled our order. And the employees didn’t even have giving us our drinks to complete the order, so we had to ask them to actually give us our drink. And they just stand there looking at us waiting for us to leave without fulfill our order. When they finally did the order was wrong as we ordered the food without cheese and they made with cheese. Just really bad experience, honestly put your money elsewhere

This place could not be worse. Service is ridiculously slow and doled out by workers that could care less about getting your order right. I ordered 2 Asiago bagels with veggie cream cheese and they were made with plain. Luckily realized they got it wrong before we left and they said they’d fix it. Came home to realize that they simply opened the bagels, spread veggie cream cheese over the plain, and thought it was fine to give me a disgusting mountain of cream cheese (with half of it wrong!). Don’t come here, they’re too incompetent to get your breakfast right the first time, and to fix it after.

Extremely disappointed with this team's rude service while ordering and pickup. After half hour when decided to open the take out bag , i realized i received only half my order, and they won't pick up calls(called 5 times on the same day ) to address the issue. Living an hour away, I can't go back to resolve it in person. Terrible communication and service. Would not recommend.

Love the bagels, but y’all really need to train your staff. Very unwelcoming, and almost mildly racist. No response to my “good morning”, no acknowledgement for my order, but they had no problem greeting the white couple behind me nicely :) In contrast, the Einstein bros on Rochester rd. - so good! Lovely staff, very welcoming, always a good experience.

I go in this location almost daily and no one is over the top friendly. I witnessed the red head today be extremely rude to an elderly couple that was in the corner eating their food while waiting on the staff to refill the coffee, so they could get theirs. Said red head told them they can’t eat in there and they were nice and just simply said, we are waiting for the coffee to be filled and she turned around rolled her eyes and mumbled who knows what. This girl is exceptional almost every time I’m in there and will not be surprised one day when she meets her match and someone attacks her across the counter. I get finding good workers is difficult, but this girl shouldn’t be working with people.

Still waiting on a refund from 4/17. We ordered online, our order was confirmed. Instead of calling to let people know they couldn't make their orders they waited until we came to pick up to let us know there were no eggs. We asked for a refund and were given a number that told us to send an email! Its now 5/1 and we haven't had anyone reach out, no refund, no response to my emails. I work in food serivce,we get online orders. If we can't complete that order it's our obligation to let the customer know before showing up to the restaurant and to issue a refund. It's really that simple.

although me and my friend were served, we came in 30 minutes early from closing and the employees insisted on locking the doors way before closing time stating to incoming customers that they were out of bagels when they truly weren’t and had so many left. i’m not even trying to be a karen but its not acceptable. your retail and as a retail worker it’s not allowed to close 30 minutes before when you are capable of serving and doing your job. everyone wants to get home but regardless if it states you close at 1, you close at 1 not 1230.

Lazy/unwilling customer service at the bagel and sandwich making station. No coffee in the actual flask and they were also out of coffee in the reserve flasks. How can someone not take care of these important yet easy things to serve their customers. Huge disappointment. Altough! Einstein has got a good name people working here are letting it down.

was told the coffee machine was broken on app order. ordered a box of dark roast and a small cold brew coffee so it was over $20 of the order. was still charged for the coffee. contacted store, store said email corporate. emailed corporate, got no response. good food just absolutely terrible app.

My lox bagel was really mid... Barely any salmon and it doesn't look like the picture at all. My real issue was the poor service though. They were out of plain bagels and I had to get mine substituted and they were really rude about everything. There weren't any good bagels left (got a pumpernickel) and the employees were rude and very nasty. Will NOT be back. Also they closed their dining area at 11:30???

They need more staff or more efficiency. The wait time is too long and the staff are unable to attend. I would not visit this branch again.

I used to love the egg & cheese bagel sandwiches here, but a while back they changed the egg to something less mixed-in - more separated white and yolk, which isn't quite as tasty. Today's sandwiches were still pretty good, but the employees seemed like they were in bad moods.

So. Slow.

I got a bagel. Asked for extra sauce. Got no sauce. The bagel was burnt. Tried calling to make a complaint but got no answer. I'm very upset. I spent a lot of money and had never had a complaint with this company. I want this issue fixed. I waited 30 mins for food and am very unhappy with the food and how long it took to get my food.

Lenal and vin helped me out was very professional I’m a veteran and I will definitely recommend vets to this location 100%

Fruit flies by the coffee counter which had a lot of milk and coffee spills. No child booster seat or high chair available. The employee with the blonde hair was very rude when I stated that I wanted to use my rewards number, because she had already processed the order and was ready to take payment. She never asked for my number. When I said I wanted to add my number she sighed loudly and said, “Great, now I’m locked out for forty seconds and we can’t process a payment until then”. Not my fault that she didn’t ask for it to begin with! Anyway, that employee with the blonde hair just complained loudly nonstop to the other employee for my entire visit which was about 20 minutes. Not a great environment between that and all of the fruit flies!

The staff was friendly and very helpful.Monica helped us. We will definitely return. These Poor peopl Ty there hardest.Its not easy,give them a break.

Slow. Really slow.

Definitely try the farmhouse breakfast bagel! Update, went there again and it was still the best bagels ever.

Horrible experience early in the morning. Very poor customer service. Extremely rude and snappy at us: impatient and seemed like she just wanted us to leave. Was not at all understanding to our dietary restrictions. **** Thank you for your message, but I emailed the manager and the website contact as well. I haven't received any answers or any resolution at all from anyone.

Often a bit of a wait after noon but still amazing service. I often order pick up and they have the order done before I get there, still warm. And of course their bagels are THE BEST. All time fav: green chile bagel toasted with schmear and a small cup of medium roast coffee. Perfect morning.

Update 3/27/22 Guest Service - Britanie Smith, reached out to me and offered a full refund and said they will pass this message along to the DM. Thank you for the quick response and service. I noticed the lady that made the bagel used a brush on the counter and the spot that the bagels are made and touching food without gloves, ewww. I asked the nice girl at the register her name (Joyce). This was unusual from my previous visits so I was surprised to see it. I like the store but if this continues I’ll go to another store for my bagels!

0/10 don’t recommend this place. Really didn’t enjoy the experience at all this morning. Stopped in to grab some food and drinks. Wife started feeding my daughter who was hungry and fussy as we waited for our order. Had the workers start to complain about feeding her because their dining room was closed. Then gave us our food after taking a bit before acting like we just needed to get out. Without getting us our drinks before the one server just walked away from it. While still having three of their employees getting upset there was an 8 month old hungry that wanted food. Wouldn’t come back to this place again. Wouldn’t recommend to anyone else either. Left a bad taste in my mouth. After checking my order they made it wrong and forced me to come back to get it fixed.

This was our fist time here, we ordered $49 worth of food. Our sandwiches were all made wrong, after telling the workers multiple times what we needed taken off of it. It was simple things too like no onions or tomatoes. We went back inside to tell them the order was wrong. Again after telling them what else needed taken off, they messed it up again. They never said sorry about it, instead they were kind of rude about the whole ordeal. I wouldn’t want to come back to a place where they are rude, and make my order wrong.

This store used to be one of my favorites. There’s all new people running it and it was a horrible bad experience today for picking up bagels for my company.. Seemingly rude and overworked

Shown up multiple times in the morning with NO BAGELS READY. I get it, it happens... But multiple times? Ridiculous. It's a bagel shop. Staff is consistently rude. Always have technical difficulties paying with app or spending rewards. Just go to the one down the road.

I just wanted to share what I just watched. A employee comes to refill the soda machine with ice. He then takes his bare hand wipes his face and levels the ice with the same hand. No gloves at all. He seen me watching him and he did not think twice about his actions. No drinks for me, SMH

I have been going to this store from past few months. They used to let me choose the Shmear every time. So, I asked the same. This time, guy was rude and saying “I just don’t want to argue with you” and then he gave me the Shmear. I’m not going here anymore.

I’m not usually one to write bad reviews but I ordered online and it went through, I drive all the way the store and wait 5 minutes to find out that online ordering isn’t available but I was still charged. The woman that spoke to me could have handled it better as well. She was very dismissive and acted like I inconvenienced her which didn’t make sense to me. I can empathize with technology going wrong, I totally get that but the way that I was treated was what bothered me.

I absolutely love the egg sandwiches. I try to eat here as much as possible, but this specific location always seems to have a lack of bagels. I've ordered the farmhouse hundreds of times here, but recently they're always missing bagels and have incredibly bad bagels for an egg sandwich (blueberry & chocolate). I would absolutely give a 5 star if it weren't for the lack of bagels, but I have been to other locations and they seem to be having the same issues, so I will give 4 stars.

By far the slowest place and no one working there cares how slow it is. Employees get to you when they feel like it and do not follow health standards. Seen multiple times with food in their mouth eating while preparing customer food. Will never come back.

The worst customer service I have ever had. The person who took my order was not attentive and did not greet us with a friendly manner. When I made my way to pay the cashier was busy on her phone showing somebody a video. We waited for her to be done on her phone to give us her attention to cash us out. Overall a terrible experience and will not go to Einstein ever again. The girl who made my bagel was very nice

The absolute slowest people I have ever seen work at this store.