Einstein Bros. Bagels — Restaurant in Cottonwood Heights

Food is delicious from Einstein, but if you were to ask me about the service & management at this location I would say its the WORST I've encountered. Sunday, I put in an online order. The order was scheduled to be ready at 9:30. I have been to this location plenty of times & they are always late getting my order out on time. I've waited 10-15 minutes at the most, which is fine, because as you know they have a drive thru, walk-ins & online orders. I understand it can get busy. on Sunday, my husband walked in at 9:35am and did not walk out with the order until 10:05am. 35 MINUTES AFTER the original time. While in the store he had to walk up twice asking about the order & the first time the manager told him the order would be right up (30 minutes later is what she should of said). I personally thought that is NOT acceptable to receive an order 35 minutes AFTER the time it should of been ready & 55 minutes after I submitted the order. So I walked in & requested a refund. I was told by an employee to request it in the app? - I did not use the app, so he said "sorry I cant help you". I asked for a manager & she was very rude, to put it lightly. The manager, Lisa, continued to argue with me that they are busy, they only have 3 people working & that the bagel I wanted wasn't made yet. that is why my order took so long. I told her I understand food service can be slow, but communication is key - just let my husband know that the bagel in our order is not ready - we would be satisfied. But when he is asked which order he is there for & you tell him it'll be right out, then not get the order out for another 30 minutes, unacceptable. In the end she tried to blame my husband for not following up - horrible customer service. She even had another employee walk up to her & pat her back while saying "You don't get paid enough to deal with customers like her" as if I was not in the room. I am sorry but that is very rude & unprofessional in my opinion. I kept asking for a refund & the manager, LISA, told me she is not authorized to give refunds - Einstein, how do you have managers not have the authority to give a refund? She sounds like a regular employee at that point? - So I ended up asking for the Regional managers name & number. She gave me a sticky note with the name "Christi" - but when I called Monday Morning the Voicemail is for Rochelle? I have called each day since Monday wanting to speak with a regional manager & have received NO RESPONSE. This review will not be my last stop to getting a refund for my VERY LATE order & rudeness I dealt...

Why, oh why, can I not customize signature sandwiches? I am just a girl that does not want two eggs on her sandwich. When I requested a Farmhouse with only one egg through the drive thru on my way to work, the worker told me it comes standard with 2. I know this. It’s clearly stated on the menu. Which is why I specifically asked for one only, at which point he said “can’t do that” and proceeded to recommend entirely different sandwiches to me. I don’t want to pay less money. I just want one less egg. Can’t you just not put two eggs on the sandwich? Why is this so difficult? So of course since I didn’t want a completely different sandwich I ordered my food and then while I was waiting for my coffee (unsure why it took an additional 5 minutes after my sandwich to get it but I digress) I unwrapped my sandwich and got my hands messy to remove the second egg that they absolutely had to put on my sandwich. Are you holding your employees hostage? If they give in to reasonable guest requests are they fired? At least they put napkins in the bag so I could wipe my fingers afterwards, but it was not so fun to remove that egg since it was smushed into melted cheese and I lost a few pieces of bacon as well. Anyway, I generally like Einsteins as a chain, but the egg incident really just pushed me over the edge because I simply don’t get it. One burger four slices of cheese vibes you know? Please look it up and you’ll understand how I was feeling in that moment. If you want to customize your sandwiches go somewhere else to save yourself the sadness and regret of being bamboozled so early in the morning and avoid messy cheese and egg fingers.

Updated to Add: the feedback link is atrocious. All of this time into writing out concerns that are vaguely addressed here and also by whatever corporate entity head owns this place. It’s the principle. Why can’t we customize? Why does nobody in charge of this location seem to care that they have terrible employees? Now I get why the coffee kiosk in the Dans parking lot gets so...

I have gone every Sunday for months. Always get a breakfast bagel, apple cinnamon and an OJ. So, after hand picking the apple cinnamon bagel that actually had some apples on it (every week they’ve gotten worse) I order my overpriced bacon, egg and cheese on hashbrown sandwich and proceeded to wait. When the order is finally ready they call my name and as I go to grab the bag from him I damn near drop it because he couldn’t take one more step towards me apparently and was just being belligerent. I get home after a ten minute drive only to see the apple bagel I literally just hand picked and watched her put on the bag, now has been scraped off the top and has not a single piece of apple on it. Wow. So because I didn’t feel you deserved a tip this time cause of previous situations, you only served to prove my point why you didn’t deserve a tip. I’ve tried calling the store to speak to someone and got nowhere. It’s not a long drive but certainly takes a minute out of my day. Add to that I’m not willing to drive back and even try to speak to them about it after having read the very last review before mine and how they treated this individual, which now doesn’t surprise me one bit. It’s a shame this has always been one of my favorites. I generally go to a different location, I have taken friends and always suggest them to others but as of now I’m not even willing to visit my “home store” location. You’ve lost good business and after reading other reviews it would seem I’m not the only one upset with...