Einstein Bros. Bagels — Restaurant in Sandy Springs

So having spent the entire night dealing with a newborn and a very sick toddler, I really just wanted low effort breakfast for me and my family and a good cup of coffee to help get my day started. Since she had money on her Einstein app my wife placed an order for me to pick up, selecting the drive through as I would have to bring my sick daughter with me. So I loaded my baby girl to the car seat not bothering with shoes since we weren’t actually gong to get out of the car and headed off to Einsteins. When I got there, there was a hand written note on the intercom stating that the drive through was closed. Great. Pulling around I noticed the drive through window itself was open, so I pulled up to explain my situation and ask for them to just hand me my order which was showing ready and paid for. I didn’t really have the opportunity however for as soon as he saw me a large man in a red polo starting saying the drive through was closed and that I would have to come inside. No apology or explanation. I motioned to my daughter in the back and started to explain but he cut me off repeating his statement, only louder. Figuring he couldn’t hear me over the busy restaurant and the sound of his own voice I said please and tried again to explain only for him to continue repeating without apology his statement about the drive through being closed, again louder than before. So I drove around, parked, pulled my shoeless daughter out of the car and walked inside. Getting the attention of someone at the pickup cover it turns out that my order was indeed ready to go, except for the coffee I was expected to pour myself. Fortunately this person had a better sense of customer service and seeing my daughter in my arms flagged down another employee to pour my coffee for me. While he was doing that I walked over to the order counter to talk to Mr Red Polo so he could actually see my situation and maybe take a minute to listen to the next customer before dismissing their request as impossible, but he doubled down, saying something about not having enough of something (employees maybe? Though there appears to be plenty of them there) to work the drive through which is why he closed it. I’ll admit, having only slept about three hours the night before, not having taken a shower yet, crazy bed head and carrying a shoeless 30lb baby girl with an extremely runny nose I was incredulous that he wouldn’t even entertain the possibility that he could’ve just walked the ten feet to get my bag of food and hand it to me, I lost it just a bit and raised my own voice at that point to give him a piece of my mind. I’m not one of those “customer is always right” fanatics but I do believe that the lowest bar for customer service is to listen to the customer just in case you could help them, even if you had to bend a little to do it. Today this Einstein employee failed to clear even that low bar. They also didn’t toast my wife’s bagel as requested in the app. The food here is always good as is the coffee, which is the only reason they got a second star on this review. Red Polo, I get that the last place you probably wanted to be at 10a on a Sunday was working behind the counter at Einstein’s but you did make the choice to be there and take that paycheck. Nothing I had to say was going to take more than two minutes of your time to make this a five star review. Try adding active listening to your tool kit and maybe the phrases “I’m sorry,” “I apologize” and “sir/ma’am” as well. Like, I’m sorry for yelling at you but dang, I just had a really rough night and it would help a lot to turn that around if you’d just let me...

Nobody picks up the phone at this store - I tried to place a catering order by calling on different days during store hour times (not peak times). When selecting the option to reach the caterer, I hear a bad # beep, indicating that the line is disconnected. When I select the option to speak with a store team member, nobody picks up and I get the same beep that indicates the line is disconnected.

I showed up at the store on a Monday morning to order 11 grab and go boxes w/ cream cheeses. The person who reacted to my order had an attitude of "oh my god... that's a catering order, why would you be so inconsiderate." The guy that appeared to be the manager had a much better attitude and body language, showing that this was no problem and that I'd get everything that I was requesting, so there's a plus.

One of the store members helped me walk my 6 bags of bagels/utensils to the car, which was also nice.

Today, I realize the receipt charged me $12.00 for 11 grab and go's. I recall seeing a sign in the store on Monday that said the grab and go boxes were on discount (maybe an $8 value? definitely less than $10). I tried to call the store number, again, and I still get the beeping dial tone.

I did tell the first lady who reacted poorly to my request that the phone line didn't work. I also told the lady who helped me move the bags to my car. In hindsight, I should have told the manager when he was helping. He seemed busy, so I didn't.

I did submit feedback through the Einstein website a week ago, when I couldn't get a hold of anyone to place the order. I did try to place it online, but I had additional questions... which is why I needed to the call. I never got a call or email back.

Update: I called the Roswell (Weicua) location, they picked up the phone quickly and answered my question regarding the pricing of the grab & box special. They did charge...

Horrible experience this morning! I ordered at the drive-thru, Before ordering I made sure to tell the lady that it was my first time ordering here and that was a big order (about 7 sandwiches and bagel orders) and I would like to have them bagged separately the lady cut me off and says "Okay what's the first order" 2nd: During ordering I let her know I would like the first 7 on the same ticket because I have one more stand-alone order (one bagel and hash brown) She asked me how many hash browns and I said " One for the first order and one for the separated last order" She kept asking me how many, I had let her know beforehand that I hadn't been here before so I was looking at the menu for how many cts come with an order, I couldn't find it on the menu so I asked her how many does it come with and she said " Just 1".... So I repeated myself " One on the first order and one for the separated last order". When I got to the drive-thru window I was handed a big bag with everything thrown in... I asked if she remembered that I asked to have them separated because this was a corporate order for different people. She said "Do you see how long the line behind you is ( She pointed out the window) We don't even do big orders in the drive-thru" So I asked " Why didn't you let me know that when I asked before I ordered, How will we know which is which?" She shrugged her shoulders and pretty much told me to figure it out... I've never been so humiliated or disrespected due to someone else's miscommunication. I will likely not be coming back to...