Einstein Bros. Bagels — Restaurant in Rapid City

Be careful with delivery orders. I ordered a Baker's Dozen Box with plain shmear and strawberry shmear as well as a couple of drinks. My order arrived, everything was sealed, the driver did great. BUT there was NO shmear! Neither the plain or the strawberry. I thought, "oh they must be having a busy morning, they missed it. Mistakes happen, not the end of the world." I called Einstein Bros Bagels and asked if I could run down there and pick up my missing items. I was told no. I was told they will not touch anything with doordash and I need to contact doordash. This was not a doordash issue, this was an employee missed something issue. I confirmed with the person on the phone that they were not going to help fix this issue even though I paid for the items and it was not a doordash issue. I understand that mistakes happen, but this could have been so easily resolved. Instead of ill feelings and a negative review, they could have fixed their mistake and allowed me to come pick up the missing 2 tubs of shmear. Instead I went to Walmart and got what I needed.

FYI for anyone reading these reviews. After receiving the response from the company on this review, I did reach out as they suggested. I sent them a message on 11/13/2023, as of today 1/29/2024 I have not received a response. At this point, I don't care anymore, they've lost me as a customer. BUT when a company makes a public comment saying they would like to "turn your experience around" then they don't follow through, that looks pretty bad to me. In my opinion, not following through after a public comment should be added...

We ordered a jalapeño cheddar bagel and it came with a lil something extra—-a hair baked into it. When I brought it to the attention of the shift manager I was told, “Yeah, sometimes that happens.” I inquired as to the use of hairnets when baking…and was told she couldn’t guarantee since she doesn’t work that shift that bakes them. ((WHAT?!? Is it not policy??)). She refunded the cost of the bagel—but that was it. My choice was eat in front of my daughter while she sat with nothing….or dump the meal and go somewhere else , knowing I’m out the cost of the rest of the meal. We decided to dump and go elsewhere….because ewwww. I went back again to ask for HER boss’s name (Ashley) and she couldn’t tell me how to get ahold of her-other then to keep calling till I happen to reach her. Only when I went back to complain again did she tell me they would remake the bagel and offer free pastries. That’s a hard too little too late. At a minimum, the cost of the entire meal should’ve been refunded. Do yourself a favor and go down the street to a different bagel place or...

Got two breakfast sandwiches with the everything bagel bun. Both buns were hard, so we had to microwave them for a moment, so they would become a little more on the soft side. Didn't care for that. The other ingredients on the bagel itself tasted good. Nothing tasted old or bad (except maybe the bagel?). Avocado was good, tomato, egg, ect.

For our side we did the twice baked hashbrowns. The flavour was decent. They were also cooked well. However, we ordered two and both of them were stuck in the same wrapping and smushed together. It was frustrating because we had to pry them off with a fork or a knife.

I think they should have wrapped both of them individually and gently to avoid smashing them. Or placed them in a little bag similar to Starbucks to avoid them from being smashed.

Overall, we weren't happy with our experience and probably won't return...