Einstein Bros. Bagels — Restaurant in Sugar Land

*Updated my review from 3 stars to 1 star due to the social media managers canned response below. Very obvious they aren’t actually reading these reviews.

**Hey social media manager, feel free to tell me to contact y'all online but FYI you don't have the option to select this specific store in your forms...

I had a strange visit yesterday. I had an email for a free egg bagel for my birthday. The image in the email was of a Specialty Bagel, but I wanted to confirm I could order one of those vs a standard egg and cheese bagel. I went into this location, showed my email, and the woman at the register tried three times to get my order started. She ended up calling over another employee (or manager?) who was able to set the coupon up correctly. She said to me "what do you want". I asked if I could get the specialty bagel and she said "whatever, I'll just zero out whatever you order"...ok. That was nice, even if she was exasperated. The girl at the register could not print out my receipt so had to call another woman over to help. I waited on the side for my order while the second employee (manager?) had a bite to eat and chat with a group of friends in the restaurant. The gentleman making the bagels also went around to the front to chat as well, briefly. After 10 minutes the register woman came back and asked for my receipt. She said "let me check on your order". Handed my receipt back. Asked for it again. Handed it back. Asked for it again. I ended up giving her my receipt 4 times. The gentleman had not started my bagel. There was nobody in the drive thru. There was one pickup order (who was not given his drink and had to be chased down to get it handed to him). And the group of friends all had their food already. For my sandwich being free-the food was just fine. I'm not sure I'll be as will to pay $8.50 again, especially with...

2 separate issues here in the past few weeks, the first being a really significant issue with a drive thru order—we were given the wrong order completely, and then when my husband went in to tell them he had to wait 10 more minutes. This was after being in the drive thru line for like 20 mins. I didn’t post a negative review though because they were pretty packed and stuff happens. Today (2/23 at 9:45) though was pretty egregiously poor customer service from the manager. We came in and no one was in line. We went to order and stood for quite a while with not a single employee acknowledging us, and the employee at the register was counting coins. After a while I asked if anyone can help us. The manager then suddenly acknowledged our presence to correct me and make it seem like I was being rude about the girl counting money. I get that stuff also has to happen, but for everyone to sit and ignore customers for such a long time is just bad service. The manager should’ve apologized and been kind, but he instead chose to get snippy and defensive. I told him he should open the other register and take our order quickly since the girl was obviously still counting, and he told me someone was on it but on break (LOL, he’s the manager and could’ve signed in). So we instead got to sit and stare at the cashier for even longer until she could finishing counting every single coin and then take our order. Again—very poor customer service and management by this particular man. Sad because we love coming. I’ll be contacting corporate as well. All it would’ve taken was a simple apology to...

The place is fine but there is one very odd thing about the location. I live a few blocks away and drive by this location many times a week. I always noticed a giant green van parked in the parking lot. I realized one of the workers was living in the van in the parking lot. I’ve even seen the van with a chord plugged inside the building through a crack in the employee door next to the entrance. I saw a man who works there moving it one day to another spot in the parking lot. Is a manager or employee being allowed to live in a vehicle on the company parking lot? How odd and kind of gross.

Many questions form in my mind when I see the employee not only living in the van outside the restaurant, but accessing the restaurant when it is closed to plug in cords. Are they cooking other food in the kitchen? Are they properly sanitizing/washing themselves and cooking items when entering the kitchen off hours. Are they preparing food without access to a shower or proper sanitation? What exactly is this employee doing inside the restaurant off hours? Are they bringing people to stay in the van and enter the restaurant off hours? What are they doing?

I wouldn’t expect to see this being allowed by a company so large as Einstein Bagels, so perhaps the higher ups aren’t aware of it.

This is simply gross, unsanitary, unsafe, strange, and does not match the values and quality of this neighborhood. I think the van has got to go in order to ensure a sanitary and safe facility for customers...