Einstein Bros. Bagels — Restaurant in Gilbert

Avoid this place. Even a customer recommended going to Panera instead!

Honestly, I really like the bagels, but the customer service is seriously, seriously lacking and pretty negative for the brand!

Since I drive 13 miles to get here and pick up my bagels ...when I get home it's always disappointing the bagels are never sliced. This happened at least six times. So, I started opening the box in the parking lot just to make sure.

The system allows me to pick the option of whether to have the bagels sliced or not.

Today, I ordered in the morning around 10:00 a.m.. I ordered 13 bagels and 2 smears. The girl refused to give me the smears I paid for and started giving me attitude. I was in the Drive-Thru and politely told her no I did pay for two smears and I would like the chives. She did give this to me and that should have been the entire transaction. However I checked the bagels and they were not sliced.

As usual...again!!!

I went inside and said the box is broken and these are not sliced. Can I get another box or bag and she refused. Can I get these sliced and she refused.

Then she told me they close down the slicer at noon and I asked why since they're open until 2:00.

She told me they shut the slicer off at noon because it's easier for them to close the store.

So I asked them to manually slice the bagels. The whole thing escalated by the time she had tried to cut into the third bagel with the serrated bread knife which ripped the bagel pretty bad.

A customer who had been harassing me the whole time she was slicing started yelling at me and I was accused of causing problems and would I like a refund.

I looked over at the bagels that were ripped to pieces and decided yeah maybe a refund is not a bad idea....

Took out my phone to start documenting treatment of me .. the only minority in the store, and they immediately gave me the money.

So they gave me the refund for the bagels which, I don't need the money... but it's sad they couldn't give a paying customer who requested sliced bagels in the system...sliced bagels without a hard time after driving 13 miles to get there.

Two employees told me that I don't pay for slicing! and I said but that is an option and a service they offer... Well I guess they don't offer it at that store... You know, service!!!! Haha

I selected that option for sliced bagels as yes, and I was expecting sliced bagels. I know, silly me!

I did offer a recommendation to have it changed in the system - if it truly was a policy to shut down the slicer at noon for all stores. At least let customers know they're getting 13 unsliced bagels.

Since I'm already driving 13 miles I might as well drive to either of the Val Vista and Guadalupe location - which is a very pleasant location or the Scottsdale location where they actually care about the customers.

Clearly the slicer was working for the breakfast sandwich I ordered but not for my bagels???!!!! See image attached.

Contacted feedback only customer service about six times over the last couple years with no one contacting me back ever.

I wish Brandon Turner or Jose Duenas would do something about this!

Change the app to say we can't get our bagel sliced after noon.

Don't give me the option for slicing when it's NEVER going to happen!!! :)

Zero stars for this location! Zero Stars! Customers do not come first and because it's a Caribou coffee maybe they don't care about the bagel. There's attitude here consistently over the years. So many errors. In fact I ordered the sweetheart package and didn't get my blueberry muffin.

I could honestly say they don't care about the customer!

Update: I went to a better Einstein's and they confirmed they do not close the slicer or turn it off ever until they close. So, the Williams Field location insisted several times the company policy was to shut down the slicer 2 hours before closing. A customer harassing me insisted the employees were not lying but in fact, it is not company policy to turn off the...

My fiancé and I come here all the time and love it.. until today. I will never ever go back to that business again. The girls in there were incredibly rude. We went through the drive through and got two ham and Swiss egg sandwiches and the cheese wasn’t melted at all. The bagel wasn’t even hot. I went back in and kindly asked them to be remade and to make sure they’re hot.. the girl making the sandwiches said “I toasted them, but sure I’ll remake them since I have nothing better to do” clearly loud enough so that I would hear it while slamming the two new bagels on the counter. I then said “ma’am I think that is uncalled for when I came in here very kindly and just wanted a hot sandwich. We come here all the time and get the same exact thing and it’s always great so I would like it to be the same as it usually is” the other girl then proceeded to tell me that their toasters don’t work the best sometimes etc etc. well the second sandwiches weren’t any better and never mind the way she slammed by bag down on the counter, one sandwich wasn’t fully wrapped and the cheese still very hard and not melted at all. My fiancé went in after me to get our money back and she asked if we had a receipt.. even though she just saw him go through the drive through. Patrick was very nice and gave my fiancé a few bagel and shmear cards and apologized. The other girl yelled at him for that and told my fiancé that we should go to a different einsteins next time. So not profession and very very unnecessary and rude. Will never come here again.

UPDATE (10 months later): DONT LEAVE UNTIL YOU CHECK YOUR ORDER. I posted this review TEN months ago. I finally decided to try again and it is no better than the day I posted the original review. Again, I don’t normally leave reviews but this is just pathetic. I only ordered a bacon egg and cheese on a plain bagel (as it shows on the menu sign) and just a plain bagel sliced with plain cream cheese on the side. As I was ordering at the speaker the girl asked me to repeat my order….. so i told her again and then she STILL only said the sandwich when repeating my order.. I don’t know how much more clear I could be (mind you there was no one in front or behind me and the parking lot was empty). Not to mention I could hear everyone in the background giggling. I get up to the window, pay, and waited about 4-5 minutes. I was handed my bag with no cream cheese on the side. I asked for my cream cheese on the side. The kid at the window poked his head around the corner and asked me for the 4th time I had to repeat myself, if i wanted plain cream cheese…. I was over it at this point. I said yes. Plain cream cheese, please. Only to get home (I live 3 minutes away) to a cold bacon egg and cheese and a bagel with cream cheese ON it. (I was going to eat this later) so I tossed it because it was going to be soggy. Waste of money. Whoever is doing the hiring for this place really needs to pick and choose wisely. This is absolutely it for me. I would drive to a Einsteins in Phoenix before going to...

Edited: 7/15 since posting this review, I have now been here three times in which they were able to get my order completely right. Updating the stars for now to 4 and will increase if service stays consistent. Things are looking up

TLDR; two years of visiting this location has convinced me that the level of service you receive on any given day is unpredictable and the likelihood of something being wrong with your order is much higher than the chances that it is right. Visit this particular location at your own risk, and only if predictably having something go wrong is acceptable to you.

I am an Einstein's Bagels aficionado. I have visited over 20 Einstein Bagels across many states. I have been visiting this one for over two years now, and while I love the theoretical convenience of a drive through, I had already started to drastically reduce my visits to this particular location due to service issues, today was officially my last visit if I can help it.

Over the past two years my experience has been that on greater than 50% of visits, something will be wrong. I generally have a pretty simple order: bagel with either schmear or butter, and a vanilla hazelnut coffee with splenda and half and half. Certainly seems like something that should be in the wheelhouse of a bagel/coffee shop, and indeed, at almost all other locations I have had no issues. At this one for whatever reason it is extremely rare that I actually get all of those things. They get the bagel itself right (correct bagel and correct schmear) fairly regularly, but on the coffee I would say on about 9/10 visits something is wrong. Most commonly this is just no sweetener or cream in the coffee, but on about half of them I also get a different actual coffee than I asked for.

I have tried politely addressing these issues over and over to the team members, and unfortunately after two years of doing this I have decided it is hopeless. The sad reality is that there is absolutely nothing you as a customer can do to have a consistent and positive experience at this location.

If you are just ordering a bagel, or are fine having whatever they decide is most convenient for them to put in your bag/cup, by all means roll the dice here. Otherwise I suggest you avoid this location as best you can.

Last important note: I have not had a negative experience with any of the individual team members at this location. They are not rude and do not have bad "customer service". It is the service itself that is terrible, not the person to person...