Einstein Bros. Bagels — Restaurant in Casselberry

5/25/2025 (Sunday, May 25 2025) .. I ordered a Nova Brunch Box special from the Casselberry, Florida location. This place has serious issues with basic customer service, sanitation and decency. The bag used to carry it was sealed. The food itself was sealed. I had it delivered 8 minutes away from the store. Yet, there was a roach in my order. The food also arrived cold. Clearly, this food was not fresh. It is disgusting.

To make matters worse, I called the location. I've ordered from here plenty of times and never had an issue. I spoke very calmly and politely. I requested to speak with a manager hoping she/they could smooth things over. And to my surprise, she was extremely rude. I asked what her name was and she said - "I do not have to disclose that". She asked if I had complained before about any prior orders/bagels and I said - no. This is my first time ever calling but I have ordered plenty of times. She said - "Our location is spotless and that the roach must have been the fault of the delivery driver and there is nothing she can do about it".

Rude, ghetto, uncivilized and disgusting service. The lack of professionalism is breathtaking. A word of caution to anyone who sees this. For your own sanity and health. Do not eat at this location!

I have attached photos and videos.

Update 1: Thursday, May 29 2025

On Tuesday, May 27 2025. I received an automated email saying they have received my complaint. It is now Thursday, May 29 2025 (4 days after complaint) and no one has emailed/called/or contacted me.

Update 2: Thursday, July 3 2025

*37 days later. There has been no - update, response, email, call, or contact from their corporate team or the Casselberry location.

If they ever reach out to me, I will update...

I recently ordered from here and despite it being the closest Einstein to my house I will avoid at all costs. We consistently come here and consistently there is no good service. Our last experience was the last straw. We waited in the lobby area for a solid 10 minutes at least before being acknowledged, then we verified that we could get the last of the bagel we wanted before continuing to order. At the end of the order they told us their machine was broken on the tip part of the machine and the worker kept walking away as to avoid explaining how to give zero as the 0 button did not work forcing us to leave a tip that they definitely did not deserve. Finally one of the workers calls us up and says that she made a mistake and accidentally used one of the few bagels left of the one I wanted, I expressed that I verified that I could have them and this was a huge inconvenience and she told me “I don’t need your attitude” if she thinks what I gave her was attitude then she must not have any life experience. At this point I’m extremely peeved, my order can not be fulfilled to what I ordered and the wait has been ridiculous. I had a few other issues such as them not wanting to fill up my drink, and the manager yelling across the store at employees and customers. I would rate this 0 if I could, I understand that everyone is stressed in today’s world but I do NOT need attitude from someone while I’m just trying to...

First and Last time visit. Total waste of time! Literally. Ordered a Turkey Sandwich. Waited a couple of minutes for the cashier to cash out the previous customer. I didn’t think much of it. Maybe a new employee. Gave him the benefit of the doubt. Then he proceeds to assist the customer with her drinks. (Filling them and bringing them to where she was seated outside). I thought this was great service. Except that none of the other employees, and there were at least four others, would step to the register to cash me out. Mind you, my sandwich was put on the counter while the cashier was cashing out the previous customer. About 4 minutes later, one of the girls had to get his attention and let him know that I needed to be cashed out. All while the manager told another girl to cash me out. I think since she noticed that I had been waiting too long, she should’ve cashed me out herself. Finally get to work and sit down to eat my sandwich and it was a completely different sandwich. So I had to drive back to get a refund. The girl asked me if I wanted another sausage, egg and cheese. I ORDERED A TURKEY SANDWICH!!! Total waste of time. So I tried a turkey sandwich from Starbucks next door and not only was the service much better and faster, it was delicious. They just won themselves a new customer and Einstein’s lost an...