Einstein Bros. Bagels — Restaurant in Fort Worth

I used their mobile app and this store when I called to make sure my order was ready said no order received although my card was charged and I had a confirmation. It was for a meeting so I ordered over the phone with my card again as the manager told me i would have to request s refund from the app. When I went to pick up the order there were two orders and Brandon the manager said since I requested a refund through the app I would need to wait a week to make sure s refund wasn’t issued. If not to just call him and her would refund. Even wrote his name and contact on the receipt and stated all on his own you just need to call me no need to have to come back up her. 10 days later I called him as I had heard nothing from my request which had to been done via the website as the app does not have a way to contact anyone. Brandon when I called 10 days later stated “sorry you will have to bring your bill and receipt up here” when I ask why he had said on his own that I just needed to call him not drive the 40 miles back there. Brandon stated how do I know you were really charged even though he had seen the confirmation and order. When I ask why he lied his only response was he was mistaken and that’s all he could do because the app didn’t work right a lot. Even though that bagel store received the money from the order as they DID receive it. This manager is some how taking money or inventory it appears. Also didn’t even know customers can’t contact customer service by phone only email which they never respond. Refused to give me the general manager contact info “for security reasons” Beware of Einstein Bagels. If you look them up they have terrible service reviews and CEO surveys and have made it extremely hard to contact anyone. Not sure what they are...

Update: Mother’s Day 2024-I ordered two bagels and requested extra cream cheese. The employee repeated the order back to me including the extra cream cheese. What I received was a thin version of what they normally put on the bagels. I looked at my receipt and she didn’t add extra cream cheese to my order (I’m willing to pay extra). I would have been ok with what they normally put on the bagels but to get a very thin version of that, is not ok. I added pictures as a reference. Reducing the 3-star to a 1-star.

2023 Review-I’ve never dined in but do go through the drive-thru a couple of times a week. The staff has great customer service overall. Unfortunately, I always ask for a plastic knife because the cream cheese is never spread evenly on each side of the bagel. Its like they plop it on and then smash the two sides together. I don’t mind spreading the cream cheese the way I like it but this morning my experience was different than typical. I always ask for it to be lightly toasted, it was only warmed up. By the time I got home it was back to room temperature and no crunch to it at all. I also only received almost less than half what I normally get in regards to the cream cheese. I’ve attached what it looks like when separated and it’s obvious whoever prepared mine today, is not how I typically get it. It clearly shows I did not get the amount of cream cheese that typically goes on it. This won’t stop me from going back because it’s the only one near me that has a drive-thru. How I receive my bagel really depends on who makes it. One bad visit isn’t enough to stop going...

After placing my order and paying for a FWPD officers meal and waiting for 25 minutes as I watched numerous customers in the drive they and in to come in and leave I asked Jackie about the status of my order. Jackie was polite and professional and deferred the concern to the general manager brandon. I was informed we would receive our meals purchased quickly. After another ten minutes of waiting, more cars going through the drive through and customers walking in and out the FWPD officer has to leave with out his food to respond to a call. When questioned what the problem was with the order the same BS answer about low staffing was given. Which was apparently untrue seeing as the volume of orders for other customers processed. After finally receiving my bagel it was wrong, not cut and falling apart. I was further presented with passive aggressive comments asking if i knew anyone looking for a job maybe they could get their work done.

It is very apparent in this instance that the title General Manager was used extremely loosely. Brandon does not possess the necessary skills to properly manage the store operation and lead his team in the appropriate direction during peak business hours. If the district manager Alexis Garcia had any hand in Brandon’s hiring process that too is concerning. This appears to be a classic example of a business not offering the appropriate pay to attract the best qualified applicants in...