Einstein Bros. Bagels — Restaurant in Franklin

First time ever going into an Einstein Bros. As a tourist I was excited to try them. After seeing the other patrons seated and getting nice toasted bagels. Ordered a 6 pack to try several different varieties, several were gourmet. Ordered a drink, paid cash told cashier it was for here. Did not receive a receipt or cup. Ask for cup not a Biggie. They brought a bag of COLD Bagels sit them on the table and walked away. I went to the batista and explained it wasn't a to go order and ask if bagels could be toasted. She ask manager he came over was EXTREMELY RUDE! Told me that company policy was they don't toast bulk buys. I told him that this was my first time visiting ever and could he please just toast the 6 cheese (offered to pay extra) he said no he is Busy to be BOTHERED with me. I ask him to please show me where it is posted that per Company Policy they don't toast a 'bulk' (6) bagels. He said it is not posted . I ask for a Refund and was told to get in the back of the line. I did, after 10 minutes when I got to cashier and ask for refund. Ask for receipt (they hadn't given me) , I told them everything that I bought. The manager Alex Henry instructed the lady to only Refund $15.00 the price of 6 basic plain bagels and the cost of the drink. They had the bagels and could see there were some gourmet ones that I had paid Extra for. I got $15.00 or nothing. I guess the other cash was for him being Bothered. He doesn't own this company so he doesn't care! I know that the staffing situation is real, BUT this guy...

I had a horrible experience at this location recently on a Monday morning. I mobile ordered a dozen bagels and (2) schmear containers. I was working that day and had planned to grab and go. When I got near there I got a teams invite from my boss so I decided to meet with him on my laptop and eat a bagel there. When I went to get my order from the top of the glass cabinet I asked the young man if he could toast one of the bagels. He said I think so and he turned around to this middle aged man who was expediting. The man said "we don't toast bagels purchased by bulk". I about died. I thought he must be kidding but you could tell from his disgust that he wasn't. At the time i asked, there was no one in line and only (2) tables had people sitting at it. I haven't seen poor customer service like this for a long time. I will never spend upwards of $25 there only to be humiliated and treated like I didn't spend enough. This guy needs to be back of house and not interacting with the public. Even if not toasting bulk purchased bagels is their rule, to not even make a consideration as the restaurant was empty and it wouldn't have cost them a dime. I am sad I even had to give them one star for service as it was a slap in my face. I grew up in small business and know how to treat people. And your bagels aren't that good that you can treat people like that and expect...

I rarely leave negative reviews, but my recent experience at this Einstein Bros. Bagels location left me genuinely frustrated. I ordered a Baker’s Dozen expecting to select the types of bagels I wanted. Instead, I was handed a box of randomly chosen bagels without being asked for my preferences.

When I politely told the staff member I wanted to pick my own, I was abruptly told that I should have informed the cashier at the time of ordering. That would’ve been understandable if there had been a sign or if the cashier had simply asked — neither happened. When I pointed this out, the staff member didn’t acknowledge the issue, offer a solution, or apologize. He just moved on to other orders and completely ignored me while I stood there waiting for several minutes.

Eventually, I said I was now walking away with $22 worth of bagels I didn’t even want. Only then did he flippantly say that if I wanted to wait longer, he might help me. At that point, the damage was done — not just to my order, but to my confidence in this location’s commitment to basic customer service.

This wasn’t a one-off mistake. It was a complete disregard for the customer — no ownership, no empathy, and no effort to make things right. I won’t be returning, and I’d suggest others think twice before spending...