Einstein Bros. Bagels — Restaurant in Plano

Unfortunately after visiting the location multiple times my experience has not been good. Customer service is definitely an area of opportunity, from upper management (direct) down to the general staff. I visted at a very normal business hr (7am) on Friday 11/16/18. A young man was kind enough to stop & take my order at the first station, after taking it I suppose another member of staff let him know that there would be a 20 minute delay for the particular bagel I ordered as they had run out. I told him that would be fine, agreed to the wait no problem. I suppose this created an issue as he was then asked by another team member, "she knows it'll be 20 mins, she still wants to wait?" I answered for him and said yes it was fine. She then sourced another man and asked him how long it would be and came back and said 30 mins after confirming a 20 min wait moments prior then proceeded to offer another bagel option to detour me from the original. At this point I say no thank you & walk out, only to return asking who a manager was on duty, they pointed to a man in a dryfit pullover who seemed busy, and deflected to another team member whom of which I just asked for a GM contact card at that point and left. Monday morning I return with someone who happens to be an assistant GM of another business, and also a first time patron here, I suppose the lady from before recognized me and we were immediately greeted with " we should have your bagels today you came early enough". I was unaware for one, that there was a time limit on availability of product as the hours listed are from 5am-3pm. So that lets me know when you sell out of something, & realize you've done so, as long as the product is in stock you replinish it right? Wrong. We hadn't even ordered yet and were greeted that way. Today we were lucky enough to be checked out by the "manager on duty", this person who was with me expressed her concern with the unwarranted comment that was made & he replied after receiving our payment with a "thank you." We dined in. Didn't come by to address the experience, it wasn't busy. Nothing. I pulled the GM card out I'd been given, granted her experience as an AGM she advised me to ask the manager his name as she stated she had a strong feeling he was in fact the GM. I politely went up & asked his name & left. The name given was the name matching the card. Please contact corporate if you have any issues with the location, this particular location is NOT franchise as we learned, so there should be some form of better representation of the brand and decorum especially when expressing a concern directly to a GM and them doing nothing. While I don't believe this experience to be a reflection of the brand in its entirety, there are definitely areas of opportunity for coaching starting with the GM of the location down. I politely advised our HR & business controls department where I work to no longer patronize them with any catering orders, and contacted corporate hoping for resolve. You can never assume because of the volume of business you get that each experience isn't important because it is. Love the food, but not...

Wow. First time to this location. Never have I experienced customer service like this in the worst way possible. Did a mobile pickup order, ordered a spinach florentine. Walked in to pickup about 10 min after I ordered it. There was a bit of a crowd, and no orders on the to go bar, so I waited thinking they were just very busy. The lady behind the counter threw a bagel on top of the counter and I couldn’t understand what she said so I went up and said “which one did you say this was?” She replied “maple.. it ain’t yours” I said ok, she said did you have an order I said yes a pickup order from now about fifteen minutes ago. She said what’s the name I said Ami. She then gets a worse attitude saying “we don’t even sell that bagel, that’s why it ain’t there, you’ll have to choose another”

I proceed to say “how can I know that from the app?” She said “you CANT THATS WHY IM TELLIN YOU NOW.” With a horrrrible attitude.. I didn’t have time to wait as it was fairly crowded… I left with no breakfast, however I had paid via the app.

Einsteins do better why are allowed to order bagels that aren’t even sold at the store? Hire better employees. This lady has zero desire to work with the general public in any capacity. Per other reviews customer service is very much lacking here. I mean it’s essentially fast food you don’t expect much...

Rudest customer service ever experienced at an Einstein's location! Ordered the nova scotia lox bagel-thought was open face as in past, came out whole sandwich, requested to be cut-heavy set lady shouted "NO-we don't do that anymore due to cross contamination." Told her wife in hospital and no sharp knife-she said have a nice day. Really, are you saying they don't have proper dishwashing machine to reach correct temperature for any of their food handing tools? BS EXCUSE. And she told me quite sternly, I should of requested to be cut when I ordered, pointing out the error was on my part; not customer service friendly at all. This sandwich use to be best ever when open face, now when you bite into it, everything start to ooze out of the sandwich. No fun at all when someone shouts at you the NO WORD and then lecture you in front of other customers. I just left before I gave her a dose of a customer service lecture as loud as she shouted at me. Called the store#2745 in Plano off of Parker Road/DNT - no answer and after 18 rings I hung up. No surprise they didn't answer the phone. I want a refund and will never be back to...