Einstein Bros. Bagels — Restaurant in Pullman

I brought my family in on 11/12. We did notice that the crew at Einsteins was busy, but nothing out of the ordinary. We waited and placed our order. We then sat down and waited 15 minutes, whilst other customers behind us were getting their orders. I asked one of the workers if our order was going to be up soon and it was placed under the bagel cutter, obviously misplaced. Not a big deal, however a female employee gave us the "boo hoo" crying eyes. We waited another 20 minutes and watched customers who had walked in behind us by a good 15 minutes order and receive their food. I then approached the desk, and asked what the deal was, and then was told I needed to stop asking about my order and that it was up soon. There were no more orders to be made except ours. The young lady that gave us the "boo hoo" eyes then told me that I was wrong and out of control, that I needed to stop pointing at the employees. She then muttered some exploitive words. I asked for a refund at that point. I admit, my voiced was raised, but I did not scream and or yell at anyone. I simply called out that the employee was being extremely unprofessional. The "manager," William Quattlebaum, then approached me in a very aggressive manner. He told me that they had been busy, which I completely agree with, and that I shouldnt be yelling at his students. He asked what my problem was, shaking like he was ready to be in a fight, and I told him the situation. He was EXTREMELY dismissive of what the situation was. At no point was there a "sorry for the miscommunication" or any kind of de-escalation. It was clear that he didnt care what the situation was. He told me that there was no way that we waited as long as we did. Or that anyone was served behind us. Im appalled by the lack of empathy for a customer having a bad experience. Im appalled that this behavior from the female employee was tolerated in the least bit. Im appalled by the lack of professionalism exhibited by Mr. Quattlebaum. The situation was more about them being right than making the situation right. Btw, our food came out as Mr. Quattlebaum finished our refund. This would have made it almost an hour waiting. I would like to be contacted by a higher manager to discuss this interaction. I am a non traditional (41 yr old) student at WSU and I find this sort of behavior embarrassing on the part of the university. I was not out of line pointing out that a wrong doing happened, I did not raise my voice until I got nasty remarks thrown at me by the female employee. I realize that the customer is always right, until they are wrong. But pointing out a problem shouldnt be met with such aggression...

This place literally does not know how to do anything. The bagels are always cold. When asking for something else in place of a certain ingredient, they almost always forget it. When I order a redbull with cream they almost always forget. When I ask for almond milk in my drinks, they always forget and I end up with regular milk instead, in addition to being fully charged for the drink I supposedly “received”. Just got a London fog and there was no Vanilla syrup in it. The girl working behind a counter assured the student manager she knew what she was doing but there is absolutely no flavor whatsoever. A Turkey Club tostini I had received was late, and was in a wrap. Not even the TOSTINI, such as described in the menu item. I asked for them to remake it, to which they did. Then the second time I received it, it was only turkey inside and no sauce or vegetables. I asked for the sandwich with no alterations. Avoid this place at all costs. I’m so disappointed and let down each time I spend my money at this...

Went here after Special Olympics. It was a great vibe walking in but soon deescalated as I walked out. The girl who took my order around 2pm-3pm was friendly but wrote down my order wrong so I did not receive the correct order. The second issue I had is after I completed my order I went to the bathroom. Mind you this is my first time here so I don’t know how everything runs. There was a coffee sitting on the counter when I walked out of the bathroom so I asked one of the employees (male) working on food if this is my coffee for “Zoe”. He then proceeded to say “What?”. I asked again & he came over not saying a word and turned my drink so I could see my name on it then walked away. During that encounter another male working on food mimicked me saying “What” making a rude face and then slammed my bagel on the counter in a passive aggressive way right after I picked up my coffee. I then walked away & heard employees laughing. Not the kind of place I would ever spend my money on again. Terrible...