Einstein Bros. Bagels — Restaurant in Florida

WORST CUSTOMER SERVICE

Today, I ordered bagels and a hot chocolate from your Terminal D store. When I paid, the young woman serving me flipped the monitor when I hit “EMAIL” as it was my intent to enter my e-address, when I indicated that I was not through, the cashier responded “It’s ok”.

I told her, “It is not. I hit email. I would like the receipt emailed”. The cashier responded again that it was ok. I then told her that I did not have a chance to enter my email before she flipped the screen. I proceeded to ask if I could get the receipt emailed instead.

At this point, the cashier tapped the shoulder of a colleague to request help. The colleague, who later indicated that she was working at the drink area, was a woman of color with a tattoo on her right arm. When the cashier explained the exchange, the woman responded “ You didn’t enter your email”. I responded that I did. The woman again repeated that I didn’t. The cashier, looking helpless at this point, noted that the email was not completed. To which the woman responded, “Well, a receipt is a receipt! I don’t know why you’re making it a big deal.”

What??!! No apology? I was speechless.

When I attempted to explain that I did not wish for a paper receipt because I was on a business trip, the tattooed woman responded, “Ma’am, you need to calm down.” I responded that I didn’t need to do anything but have them honor my request. I suspect that this woman is used to bullying others or yelling above others because she became incensed by my response. Or perhaps she is just used to arguing her way through life, which is rather sad and a poor representation for your company. The woman proceeded to begin yelling for someone to show up... security(?) I suspect, I’m not sure. This is so confusing that someone would call for backup because I was requesting a receipt.

Thereafter, the woman provided my hot chocolate. I was confused since I ordered bagels as well so I indicated that my order was more extensive than the drink. Big mistake! Your staff member lost it at that point, indicating that I was causing trouble and I was being a real problem. I was stunned! This person took my query completely out of context because she was angry. To underscore her anger, she started yelling “I’m a grown woman and no one is going to talk to me like that today”. Again, unsure about why the anger. It is not her store and I am a customer requesting service.

I believe the server was showing off because a TSA agent jumped her to let me know that I needed to figure out what fight I wanted to fight. First of all, I didn’t know I was fighting, and secondly, no one at the store apologized for what seemed a disproportionatelyrudevand disrespectful customer service encounter.

I am appalled by this encounter. I have yet to raise my voice. Your staff member is ill-mannered server and should seek counseling for anger issues. I would like to think that there a major underlying issues with this woman and me not backing down by requesting an emailed receipt lit a VERY short fuse. Your staff needs training on ways to de-escalate versus escalate a...

Todays visit was the worst service I have ever received. The two women that worked the front counter initially lied to me and said that they opened at 6:00 a.m. as I was approaching the counter. Lucky for me my gate was right beside this “establishment”. Literally 3 minutes after walking away (5:16 a.m), from my gate I see customers receiving service. I got up and got in line once again and the “manager” took my order at 5:31 a.m. My order consisted of an apple juice and bagel with no cream cheese. After 15 minutes of watching customers that ordered after me get their order.. I kindly reminded the young lady that I was waiting on my bagel. She then replied “well you have to wait it goes in order of when the orders were taken”. I then told her that I understood that and that customers were getting their orders. She walked away with no further help. 5:59 a.m comes around at this point I’m over it and I ask for a refund. When requesting the refund I ask for her manager. She tried to process my refund without reaching out to her manager. I still requested the manager seeing that it was her that initially took my order. When she came from the back she shocked obviously to see that I was still there. She asked the cashier what happened so the woman responded that “someone must of picked up her order”. Mind you I stood at the pick up counter the whole time. They called everyone by the name that was on their card, not once was my name called. I was so shocked as to how the manager had the same nonchalant attitude as the cashier. Neither was apologetic. The cashier had the worst attitude the entire time! That is not one that I would want representing my business. I understand finding good customer service nowadays is rare and very far and few between…. But seriously why have attitude so early in the morning at a place you choose to work everyday? All and all horrible experience, I do not recommend anyone to spend their hard earned coin here! Yes, they could have just made the bagel on the spot however the damage...

Unfortunately I won’t ever be trying the food here because, even though the hours are posted online as being open 24 hours a day, it was not open. However, there was a young lady getting ready to open, so I approached and asked what time she would be open. She angrily slammed her change into the drawer, and then sarcastically said “good morning”. Listen, its 4:30 am, I didn’t want to talk to anyone as much as you clearly didn’t want to, don’t pretend you were Suzy Sunshine, in the best mood EVER until I walked up and politely asked you a question I would not have had to ask if your hours were correctly posted. As a human being, you are not entitled to be told “good morning” from anyone, as a human being, I was polite, which is more than most people are, I know, I worked in the service industry for 15 years. The fact that this was my FIRST interaction with this company means I will never give them a cent of my money which, if their employees demeanor is any indication of the way this company feels about their customers, will probably not bother them at all. I’ll be coming though this airport quite a bit in the coming months, so I hope to see this business replaced with one that actually values the customer, and doesn’t allow the entitlement of their employees who got up on the wrong side of the bed to put them out...