Einstein Bros. Bagels — Restaurant in Lubbock

Let me start by saying that I’ve been in the food service industry for over 6 years working in restaurants and now as a barista, and something’s just not right at this location. I tried ordering at the drive thru today and sat there for a good 5 minutes with no response, so I just left. The speaker has always had issues. It used to not be all taped up, then we had a winter storm around 2 years ago that knocked it down. I guess something else happened again because there’s now ribbon holding it up. Sure it still kind of works, but it’s difficult to hear the employees, and for them to hear us. When something that barely works anymore that’s important for customers and employees to communicate to get orders right, it needs to be fixed. Something else I’ve noticed is that they’ll only accept gift cards if they feel like it. My mom lives in Austin and likes to send me these, so they’re electronic. My guess is that their scanner doesn’t work for the QR code, but I know it’s doable by hand. I’ve seen them do it for me, and I do it for customers at my work when their gift cards won’t scan. It’s an extra step that customers appreciate, but for some employees here, they treat like a huge hassle. I’ve seen some other reviews talking about the drive thru taking a long time, and I have to agree with them. I completely understand being backed up, but it’s ridiculous when I only order 1 thing and it takes 20 minutes with only 1 other person in front of me. Yes people get baker’s dozens for work, but I’ve seen other stores getting those ready within 5 minutes. Typically the food comes out ok, but I’ve had a few instances where the bagels are burnt, over or under-proofed, missing something, etc. I keep trying to give them a chance to see if they’ve improved, but that’s usually not the case. Either the employees need refreshed training, or the store needs new management, or both. It’s unprofessional and disappointing, but with some fixing this place has the potential to be...

I love Einsteins, I really do. I miss it when I don't get to go often. But this particular shop, I don't believe, the employees have an understanding of what their duties are. That's usually a lack of communication by supervisor/manager. They have all employees on the bagel side while the drive thru has one person and it seems they are responsible for all drinks that need making. I've been here 3 times, and it never changes. My family has finished our bagel sandwiches, no coffee was made. The second time, I stood at the barista counter for 20 mins waiting for our coffee. I was ready to ask for my money back instead of our drinks, but figured it would probably take even longer. By the time someone made our drinks, it had been over half an hour of waiting for them. Had to take them to go. I gave them another chance, and again we ate with nothing to drink... Then I started asking where the coffees were, to anyone who walked by me, they said the gal at the drive thru window would get them! She didn't even know I had ordered them!! She never stopped handing bags out the window, she had no time without making the line of cars wait for their food, which she did to get our coffees. There were 4 ppl on the bagel side!! One of them could get the drinks! I've patronized Einsteins in CA and NV. That never happened to me at any store in either state. The register person always got our drinks after putting our food order in. I feel bad for this negative review about this store, it's close to me, but either I'm giving up Einsteins or I hope management will train their staff to be more efficient. Communication...

This is not something I normally do but this location is only drive thru so when I got home and went through my order it was totally wrong and when I tried to call and explain to them the problem no one picked up the phone. I called twice and it just rang until the phone hung up on me. So here I am on the internet. Honestly they are probably busy right now I think church is letting out but it’s still aggravating especially when I spent over 30.00 and did not get what I ordered period. So I ordered 2 toasted blueberry breakfast sandwiches with butter instead of smear, 4 plain bagels double toasted with extra plain schmear, 1 six cheese bagel toasted with onion and chive schmear, and an order of avocado toast. So I get home and find that instead of blueberry breakfast sandwiches I only get buttered blue berry bagels and I was shorted 1 plain bagel, also not any of the bagels were toasted at all. Not even the avocado toast which on their menu states that it comes toasted. Also if you order extra schmear and then smash the bagel halves together and get the cream cheese all over the packaging is pointless. I am very upset that I spent money on this. Honestly this isn’t the first time I have had problem orders but they were small inconsistencies. This makes it to where I don’t want to ever go back though like honestly I know most places are short on workers thanks to Covid but this lack of care for your customers from the employees has lost you a...