Einstein Bros. Bagels — Restaurant in Chagrin Falls

I was in this store 5 days ago when I was aggressively told to leave the restaurant with my service animal. When I said this was my service animal, the staff said "But it don't have the vest", and I said "thats not what makes a service animal a service animal" and she said "not true" and kicked me out.

I complained via the contact form that the owner posted below- my only goal is to have the staff properly trained on how to handle service animals so I feel more comfortable going in the store. I also have been warning members of the community with service animals (There are lots of us) about going to this location and do not feel comfortable allowing anyone that I know to step foot in here.

I received a response from my contact form saying "We sent you $25, let us know if there is anything else you need. I do not want money. What good is a gift card to their store if they are just going to kick me out? I want to know that the staff is properly trained on how to respond to customers with disabilities who have service animals so that I feel comfortable going back to the store, and recommending it to others. Their canned response will not work for me. There need to be lessons learned from this behavior and so far there are none that I can see. Please advise on how this is being handled at this location so that I know if I can come...

We have been here before and never had an issue until this past Saturday. We stopped in and we encountered the worst customer service we have ever had anywhere. I don't normally write bad reviews but working in the industry myself I feel the owner needs to know how his employees are treating his guests. First, when we walked in we could tell there were already attitudes by the two ladies preparing food. The high school student working the register was fine but the other two ladies (one in navy t-shirt and the other was the MANAGER) had attitudes that we had the audacity to order food? It was 10:30! We ordered the brunch box and the lady in the navy literally snapped at us when we asked if we could choose our bagel flavors. She was completely rude to the point the two customers behind us made comments. I asked the young girl if there was a manager and that is when the other lady who had an attitude at first came to talk to us. She tried to make it right but at this point I was just done with it. While the manager was talking to us, the lady in the navy t-shirt kept making comments. We heard everything and so did the other customers. I just wanted to let you know, this is not the employee you want in the front of your establishment. She is going to ruin your business. And your manager needs better customer service and employee...

The staff and food are great, prices are rather high for the quality of details and building, but overall fair. The real value is in their unique flavors and inventions, and your ability to customize your order as appose to a plain "vanilla" ice cream or "cheeseburger" you might get elsewhere. Granted, due to popularity, plain vanilla menu items exist, but if you are going to spend $3-$6 on a bagel, go crazy. Give the Nova Lox a shot, try a southwest egg white turkey sausage on a green chili bagel, impress the kids eating plain bagels with your asparagus mushroom Swiss monstrosity on a spinach Florentine bagel with extra mushrooms and Swiss.

Warning: avoid the 9am, 12:30pm and 3pm rush if you are in a hurry, it can be chaotic.

And call ahead of time and they can make sure your bagels are in stock, save them for you, and prepare your order for pickup. This can help you save a headache and gas.

And expect a minimum 45 minutes for proper baking orders, excluding time to shuffle through present crowd and cooling. In absent of any rush, bake time can be shortened appropriately.

Note: I am stingy with 5 star ratings and something has to be all around great to warrant 4. As for this 3 star review, expect to be satisfied, but not...