Einstein Bros. Bagels — Restaurant in San Antonio

I have been a loyal customer of this location for almost 15 years. I have supported this shop through its ups and downs, recommended it to friends, I am often the one who brings bagels from this shop to share with my coworkers, and I have always considered this place for my potluck options. Unfortunately, my visit on Friday morning was the worst experience I have ever had at any restaurant or café, and it left me in tears before starting my workday.

I placed my order on the app, but when I arrived even after the ready time my food was not on the pickup shelf. I stepped away briefly to wash my hands. When I came back, my order had suddenly appeared on the shelf, but the bag was torn open, the food inside was unwrapped and exposed, and the coffee cup was missing. It was clear that another customer had mistakenly taken my order, walked away with it, and then returned it after realizing it was not theirs.

I politely asked a male employee to please remake my order since it had been handled by someone else and was no longer safe to eat. Instead of preparing a fresh order, he took the bag to the cooking area and simply tried to re bag the same opened items. When I pointed out that the food needed to be completely remade for safety reasons, he looked annoyed but finally started preparing a new one.

At the same time, I asked Jena who was in a yellow shirt without a name tag for a cup for my coffee (she refused to provide her name, but one of her peers shared her name). She ignored me, made direct eye contact, and walked away without saying a word. Later when I requested to speak with a manager, she said that she did not know who the manager on duty was. I then asked Sonia at the cashier. She also said there was no manager on duty. Another employee named Ashley stepped in and said she was in charge of the shift, but she herself had been part of the unprofessional behavior. And she didn’t ask her team to stop their rude behavior towards their guest.

During all of this, several employees including Sergio and others were laughing at me, tossing my bagel around on the counter, and making rude remarks. It was humiliating, and it felt like I was being mocked in front of everyone. Even as I left the store in tears, they continued to laugh at my back.

What made the situation even worse was the condition of the store that morning. It was a weekday morning, and the staff were very slow, sloppy, and unprepared. Both coffee carts were completely empty including the milk and creamer, the dining area was dirty, and the prep area behind the counter looked messy and unsanitary.

I was so upset by the treatment I received and the hateful behavior directed toward me that I could not even eat the food they finally handed me. I left and threw it away.

I sent an email to management immediately on Friday, two weeks ago, and I have received no response or acknowledgement. That silence tells me how little customer loyalty and support are valued here.

This experience has completely changed my view of a place I once loved and trusted. After nearly 15 years of consistent support, I can no longer bring myself to return or recommend...

I’ve been a loyal customer of this Einstein Bros. Bagels location (12730 I-10 #314, San Antonio, TX) for over 10 years, and I can confidently say I’ve never been happier than I am now. The transformation under Michelle’s leadership is remarkable. She’s not just managing — she’s leading. Michelle has a true hands-on approach, and it shows in every detail. She actively supervises the floor and supports her team, and you can feel the positive energy in the air.

The entire staff is friendly, professional, and accommodating. I was helped by Tyler and Em during my recent visit, and they were both so pleasant and attentive — it made my morning! Despite the store being busy, everything was clean and well-organized. The prep area looked spotless, all the condiments and carafes were full, napkins and utensils were fully stocked, and trash bins were emptied quickly.

The food? Absolutely delicious. Hot, fresh, and very appetizing — just take a look at the pictures I’m including. The bagel sandwich was beautifully made and tasted as great as it looked. They also offer a generous variety of savory and sweet bagel options, plus pastries and sandwiches that are consistently satisfying and flavorful. There’s truly something for everyone.

There’s plenty of free parking, lots of space to sit inside, and the process for taking food to go is easy and efficient. Whether you’re dining in or grabbing your meal on the run, it’s a smooth experience. And let me not forget — the coffee is excellent! Full-bodied, hot, and fresh every time.

I’m so glad I gave this place another chance. What used to be a disappointing spot has turned into a highlight of my morning routine, thanks to Michelle and her...

The bagels are actually not too bad, depending on what you get the price seems quite reasonable although the staff can't seem to cut a bagel in half (all of them must have missed the maths classes where they taught fractions as not one of them knows what a half looks like!)

This brings me in to the main point of the rating. The staff! I don't think you could actually meet a more smug group of individuals with the nastiest of attitudes. Understand you face the public, some of whom are observing the way you interact with customers.

To me it seems like as long as you are a "regular" you get the odd smile and a greeted with something akin to what you'd expect to hear in any normal circumstance. I have stood in the queue and directly observed these cretins size up the person in front of them (what, looking for the label on their clothings? Are they "in fashion" or other superficial rating) and speak to them accordingly. I know full well what this looks like so no point in staff pretending they don't do it. The attitude is markedly different and some customers are really treated like dimwits. It's disgusting to watch.

I have given the place the benefit of the doubt on more than one occasion thinking its a staff training need that will be picked up because if I were those customers treated that way I would have complained. Trust me if I'm spoken to in such a way the staff better be ready for a volley of verbal abuse back as I won't be so timid as the people they have been picking on so far. I'll be quite satisfied to wipe those smug smiles off their faces and with it that air of superiority that seems to follow this...