Einstein Bros. Bagels — Restaurant in Middleburg Heights

I used to love coming here to the Middleburg Heights location but in the past month all I’ve had is problems. Last month I received an email stating bring a travel mug and get a free coffee plus a free refill for a month. So I decided I could go with my travel mug to grab something to eat and utilize that coffee reward. I was surprised that the offer didn’t show up under my rewards for some unknown reasons. When I showed them the email I received, they couldn’t figure out how to process it. Then they call the manager Amanda to help (Woho, what a helper they called). It seemed like she was annoyed to even have been called for help. She told me you realize this is only if you bring your own travel mug? As if I didn’t understand. I told her yes I brought one. She then told me if it doesn’t show up on your rewards their is nothing she can do. Even though the email she read was cut and dried. Her response was you can call the 1-800# for help. So to prove myself, I sat at the store, called and discussed with customer service who said have the manager override it. I told them Amanda couldn’t help and referred me to call customer service. When I asked Amanda if she could talk to customer service she didn’t refuse but her face expression said it all, as she was very displeased with the call. She gets off the phone and says ok I’ll override it, let me scan your card. When she did she noticed I already had enough points to cover more than free coffee. So instead of overriding it to honor a free coffee promotion, she redeemed my existing points for a coffee. When I show her the receipt and told her what she did, she said with a cold face, oh well you have to call the 1-800 number and they’ll give you back your points. No apology. So again I called. It took a few weeks and few calls to just get my points back. I’ve called multiple times about adding the reward for a free month of coffee. Still not fixed! I’ve called 3 times and the last time I was told you don’t have to call we already have a ticket and will fix it but can’t give you a timeline of when. Someone will call you. Still have not received a call. Also. I emailed the customer service email address and no one has responded. I guess customer service isn’t a priority even at a higher level. So fast forward to today. My kids asked if we can go today and decided to put my differences aside and go. We place an order on one cash register and moved to the other to pay to find Amanda again taking payments. I placed my phone with the app open for her to scan the reward card before my payment and gave her my card for payment, she ran the card without scanning my reward card on my phone. Then when I questioned it, she gave me that bad attitude again and said something between the line of oh, hard luck, you should have gave the reward card first when it was clear that card was open on my phone in front of her to scan. I honestly feel that some managers are worthless and ruthless while their employees are much compassionate and helpful which is a live true case at Einstein Bagels of Middleburg Heights. Who’s my experience mainly revolved around a silly reward; it’s never about the free coffee but rather at the reception, service and treatment you receive at a business. It’s much more about caring for your costumers and providing the best service you possibly could. I doubt I will go again or recommend...

Girlfriend wanted Powerbars, called ahead and had them hold 4 in my name. Arrived, and indeed they had them set aside in my name. Ordered 4 additional bagels, paid and left with my bag. Got home, in the bag was my four bagels but no Powerbars, rather someone else’s two sliced and toasted bagels. I called the store and they admitted the Powerbars were still there and I could pick them up today or tomorrow. I said I thought I would need some compensation due to the fact I was looking at a 20 mile round trip and gas money to get the order right. She said the manager was on break and I could talk to her when I got there. So 45 mins later I arrive and the manager (Manny?) is still not around and the counterperson said she can’t credit me but they threw in a couple extra Powerbars, and besides I didn’t bring back the random toasted bagels as if someone would want to eat bagels I had already sniffed and handled. Instead she threw in the last 3 bars in the case that would’ve been pitched when the store closed an hour later.

I understand mistakes are made but why wasn’t there a decision maker on duty who could properly rectify the situation? Or why didn’t the counterperson feel empowered to call the manager on break and get an authorization? I had a slight mixup at an Einstein’s in Nashville and to my amazement the kid comped an entire dozen which was above and beyond the call of duty.

OK it’s only bagels, or Powerbars, and it’s only $15, but I lost over 2 hours of my day and a couple gallons of gas and left feeling pretty aggravated. It doesn’t take a lot of effort to make or retain a...

Ordered online. I pull up and try to open the door I saw someone just walk out of, it's locked... There's a sign on the other door saying please use other door. Alright, walk around the building and they're also locked. I see people inside ordering and dining so I'm not sure what's going on here. I circle back around and wait for someone to come out so I can get inside. Inside there's 2 people in line to order and maybe 4 waiting to pickup and another 4 seated already eating. The couple in front of me finish ordering and I approach the cashier to pickup my order and let them know the door seems to be locked. Before I even finish my sentence another employee interjects and says "Yea, we busy, it's meant to be locked. You can order I guess but it's gonna be a while" Now I ordered online so I say as much and he points to a bag on a display case and says "I don't have time for this, just check the name". It's mine and all is well, not sure what all the rudeness was about, I've been to other local joints and you can't even move inside without stepping on someone's toes and the staff are still friendly. I take my food and as I leave let a party of 3 in since the door is still locked. Food was good, service was awful. Businesses should thrive when they're busy, if people have to wait that's fine but having your staff actively try to turn people away is how a business fails. Won't be returning...