Einstein Bros. Bagels — Restaurant in Brookfield

when I arrived, I was trying to place my order on the app, which would not allow me to utilize my free coffee so I went inside and I spoke to a very sweet young lady who greeted me with a warm and inviting smile. Her name was Journey. She was so sweet and kind and I said hi my dear can you tell me if you have been having issues with the app because I’m not able to add my free coffee and she said I’m not sure but I’ll get someone to help you. I told her thank you so much she said my pleasure the person who she went and got her name was Bella I said hello Bella, I’m not able to get my free coffee to work in the App have you had issues with this this morning? Her response was you need to contact customer service because I’m not able to give you a free coffee and they would have to help you with that! I was on the phone with my daughter and my daughter said mom is everything OK and I said yeah I didn’t like how she addressed me but it’s OK so another family walked in behind me. I allowed them to go in front of me. I was telling my daughter that’s not what I asked her and I didn’t like her response so I would just go ahead and continue my order cause I was hungry a few minutes go by and Bella asked me that I ordered on the app. I say yes so I showed her my order. She said she didn’t see it two more minutes ago past she asked me for my order number again and I give it to her she said it will be ready at the time that the app says, 10:09am but I was the only person left in the store. The other family I left, and everyone else in the bakery had left. A couple of people were coming through the drive-through I received my order at 10:17 after manager asked those who were cooking. Why is she still here? Then she asked me what I ordered. I told her just one sandwich the young man brings my bag. I say thank you he walks off says nothing and then the manager says thank you so much sorry about that. Have a great day. I tell her ty so much have a great day also! The lesson here is to provide great customer service. I was not rude. I was not belligerent I was kind I wasn’t rushing anyone I was patient. Bella did not address my question. She gave me an answer without listening to what I had to say, but then after I asked for her name, she asked me what I like that coffee. I told her I placed the order somewhere else for my coffee. I will not be returning back to this location. I have been here several times before, but only to use the drive-through. Just so everyone knows Journey is the superstar. She’s amazing. She’s kind she’s professional her smile, lights up th entire bakery and I hope that her professionalism and great Customer Service rubs off on the other staff have a...

TLDR: Incredibly slow service and staff that seems to be bothered by doing their jobs. Even if you order ONE BAGEL in the mobile app 15 minutes before you leave your house, plan for a 10 minute additional wait when you get there! The ONLY reason I go to this store anymore is because of its location along my work commute since we moved to the neighborhood early this year. At this point though, I’d rather take a detour to get food somewhere else. I stopped going to the drive thru because without fail it adds 15+ minutes to my visit. When I go inside to the mobile order pickup spot, I am rarely greeted- employees see me and say nothing. I usually assume they’re busy so I wait a few minutes- by the time I speak up, the staff seems bothered and irritated. That’s the point where I can see them rushing to make my order, or they grab the bag from a counter in the back where it’s been sitting for the usual 5-10 minutes that I had been standing there waiting for anyone to even acknowledge me. My husband and I both have this same experience every time, and have gone from coming once a week to only as an absolute last resort. While a response with an apology seems to be the norm here, I just hope this review- and all the other ones- lead to some sort of change in service because having a drive-thru or mobile order breakfast service but making customers wait 20 minutes for a bagel honestly just defeats...

Went this morning to sit in the cafe to work. When I walked in was greeted with "can i help you?" from someone in the back. The inside was FILTHY. Looked like the cafe area hasn't been cleaned in a very long time. I then heard "excuse me can i help you?" come from the back again. I told them I just needed a second to pick a table (because so many were dirty.) When i was ready, I went up to the counter and I said okay i'm ready. This whole time nobody was at the front counter, they were just shouting at me from the back. The lady in the back goes "what do you want?" I tell her my order and she yells it to the other lady in the back. There was only 3 people working there and I was the only customer. Finally a lady comes up to the front, and she isn't wearing shoes, I saw some slippers by a chair in the back. The other lady wearing pajama pants. She makes my coffee and I was watching her make my order wrong. The guy at the drive thru was the one who took my card and finished my transaction. While all of this was going on they were in the middle of telling a story, and swearing repeatedly. I felt so uncomfortable I left. I understand the world is short staffed, but this was nothing like i've experienced before. I will not be...